Appointment reminders marked as sent but SMS are not delivered to clients

Update timeline

1. identified Sep 22, 2026, 12:51 PM UTC

   We've identified an issue where some automated SMS appointment reminders and confirmations have been marked as sent in Provet but were not delivered to clients. Manual SMS sent are not affected A fix is currently underway and further information will follow. We're sorry for the disruption this has caused.

2. monitoring Sep 22, 2026, 03:11 PM UTC

   SMS appointment reminders and confirmations are now sending normally again. To confirm the scope of the issue, some automated SMS reminders and confirmations scheduled between the evening of 20 September and 15:45 CEST on 22 September were not delivered. SMS messages sent manually by your team were not affected at any point. We are investigating whether the missed messages can be resent and will provide a further update as soon as possible. Thank you for your patience while we worked to resolve this issue.

3. resolved Sep 23, 2026, 01:02 PM UTC

   This incident is now resolved. The fix has been live across all Provet clusters since 15:45 CEST on 22 September, and SMS reminders and confirmations have been sending normally since then. Some reminders and confirmations scheduled between the evening of 20 September and 15:45 CEST on 22 September were not delivered. Due to the time-sensitive nature of these reminders it was not possible to resend these within the timeframe needed. If you have concerns about a specific client or appointment from this period, please contact Provet Support. We're sorry for the disruption and thank you for your patience.