Why didn't a family get their reminder?
Reminders only go to people with a booking the reminder covers, so the most common reason is timing. Work through these in order.
Did they have a booking later that day?
On each day of the event, a reminder goes only to families with a booking later that day. A family booked only on the last day of a three-day event is reminded on that day, not on the first two.
Bookings that have already started when the reminder goes out are left out. If the reminder goes at 9 AM and the family's only booking was at 8:30 AM, they won't get one.
Did they book after it was sent?
A family who books after that day's reminder has gone out won't receive it. They'll get the next one, if there is one.
Is the reminder turned on?
On the event's Reminders page, check that the day has a time set for attendees, not Don't send a reminder. Attendee and staff reminders are set separately.
Have they opted out, or has their email bounced?
Families who unsubscribed, or turned off reminders on their profile, don't receive reminders. Neither do families whose email address bounced or who marked one of our emails as spam. Check the address on their registration is correct.
Is it in their spam folder?
Ask them to search their inbox, including spam or junk, for the event name.
A family who has missed their reminder can always see their bookings by signing in to your event website, and can download their timetable there.