Hi, Chuck 

Thanks for reaching out to us.

Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue. 

We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties. 

You can write credentials here just check PRIVATE Reply so nobody can see them except us.

Hi, Chuck 

Actually, i forgot to say, you can also check if you have correctly set up the email notifications that are going out for the providers/employees;

If you'd like, check this documentation that explains how to set up notifications;

and here how to set up notifications for employees;

But i can still remote in and do a quick test for you to see what seems to be wrong.

Hi, Chuck 

Sorry about the waiting time, and thank you for the WP-Admin access.

I investigated it for some time, but still unable to isolate the root of the issue.

I will escalate this to get assistance from our senior 2nd level Team, as well, hopefully it should be quicker to conduct further investigation.

Thank you for your patience, i will keep you posted on our progress.

Hi, Chuck

I forgot to add, if you could check these points in the meantime, as well - That would be great;

Any issue with email notifications could be caused by several reasons, if you can please check these points:

1. Your hosting provider is blocking all 3rd party settings and only allowing their SMTP (or other) settings.
2. Your website has a PHP version of less than 7.
3. The credentials are not correct.
4. There's something else blocking the notifications from being sent.
5. If you're using Gmail, please check out this article for detailed setup instructions.

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Let me know if your hosting perhaps finds out anything from their end that might cause an issue like this with notifications.

 Also, if you can see about the access to staging/test site, or cloning the site, as i asked in the previous reply, thank you.

Hi, Chuck

Thank you for your patience on this.

We did further testing in the meantime, and now we can successfully receive email notifications to Test employees when we use our Test Smtp credentials.

Can you please try again, to make a Test booking, and see if your employee gets the notification? 

Thank you.

Hi, Chuck

No problem for the delay.

We did not make any changes, but we are not able to replicate the issue.

As you can see from the screenshot, we made a booking and received a notification for our employee.

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I will ask senior colleagues from 2nd level for advise what can be the best to approach further troubleshooting.

I am thinking, perhaps if you can give us some examples - names and email of one or more employees who are still getting the issue? And for what services they are not getting notifications about bookings...

Perhaps also example of some appointments, date and time. 

Also, if they are not receiving any notifications at all  or  they receive notification for only some specific appointments?

And i will come back as soon as 2nd level advises me what we can try next.

Thank you for your patience.

Hi, Chuck

I forgot to say, during our testing, my senior colleague used his SMTP credentials, and it worked without issues, then later he removed and brought back the old credentials.

Sorry that i did not point that out straight away.

Hi, Chuck

No problem at all, we are going to pause any kind of testing or investigation.

Let us know how it goes. Thank you