---
title: "Troubleshooting: Service reminders are not sent"
description: "Roles reminders are system e-mails that are automatically sent to people assigned to a role. There can be several reasons why service reminders are not sent. With this step-by-step troubleshooting guide, you can find and fix the reason. If no…"
url: "https://staging.churchtools.academy/en/help/system-settings/communication-system-settings/troubleshooting-service-reminders-are-not-sent/"
updated: "2026-08-24"
category: Communication
---

# Troubleshooting: Service reminders are not sent

Roles reminders are system e-mails that are automatically sent to people assigned to a role. There can be several reasons why service reminders are not sent. With this step-by-step troubleshooting guide, you can find and fix the reason.

If no service reminders are sent in general, then check from point 1. If this only applies to individual persons, then check point 4 in any case.

## 1. Check general message dispatch

Check in the *sent messages* (2) via your *persons menu* (1) at the top right whether messages are generally sent from your ChurchTools.

[![Screenshot My profile Sent messages](https://staging.churchtools.academy/wp-content/uploads/2026/05/My-profile_Sent-messages.png)](https://staging.churchtools.academy/wp-content/uploads/2026/05/My-profile_Sent-messages.png)

If no messages are being sent and you are using our e-mail server, please contact our [support](https://contact.church.tools) team. If you are using your own e-mail server, check that the server is set up and running correctly.

## 2. Check System settings

Call up the *System settings* (2) via the *tool icon* (1) in the blue menu bar.

Under *Communication*, navigate to the *E-mail* section (3) and check whether the *Send system e-mails* (4) switch is activated. If you are using your own *e-mail server* (5), also check whether the e-mail server settings are set correctly.

[![Screenshot System-settings Communication E-mail-settings](https://staging.churchtools.academy/wp-content/uploads/2026/04/System-settings_Communication_E-mail-settings.png)](https://staging.churchtools.academy/wp-content/uploads/2026/04/System-settings_Communication_E-mail-settings.png)

Go to the *Events* (6) section under *Modules* and check under *Roles* (7) whether the *Send service reminders* (8) switch is activated. Here you specify the *time* (9) when the reminder should be sent.

[![Screenshot System settings Modules Events Settings for Events Send a reminder](https://staging.churchtools.academy/wp-content/uploads/2026/05/System-settings_Modules_Events_Settings-for-Events_Send-a-reminder.png)](https://staging.churchtools.academy/wp-content/uploads/2026/05/System-settings_Modules_Events_Settings-for-Events_Send-a-reminder.png)

## 3. Check settings in the Events module

In the *master data* (1) of the *Events module*, check whether the *Send service reminder by e-mail* option is checked for the relevant *Roles* (2).

[![Screenshot Events Master data Roles list](https://staging.churchtools.academy/wp-content/uploads/2026/05/Events_Master-data_Roles-list.png)](https://staging.churchtools.academy/wp-content/uploads/2026/05/Events_Master-data_Roles-list.png)

## 4. Check individual person

If only certain people do not receive the service reminders, check in the *People module* for the person in question:

- Does a personal data record exist for the person or was the person only entered manually in the Roles? A personal data record is required for automatically sent service reminders.
- Is the person's personal data record possibly in the *archive*? In this case, the person will not receive any system e-mails for this reason.
- Is an *e-mail address* stored for the person and is it correct?

Each user can activate or deactivate service reminders in the *Events module*. Simulate the person and check in the *Events module* in the *roster* (1) under *Settings* (2) whether *Remind me weekly of promised Roles* (3) is activated.

[![Screenshot Events Plan Settings Remind me by e-mail](https://staging.churchtools.academy/wp-content/uploads/2026/05/Events_Plan_Settings_Remind-me-by-e-mail.png)](https://staging.churchtools.academy/wp-content/uploads/2026/05/Events_Plan_Settings_Remind-me-by-e-mail.png)

## Read more

- [E-mail settings](https://staging.churchtools.academy/en/help/system-settings/communication-system-settings/settings-for-e-mail/)
- [System e-mails at a glance](https://staging.churchtools.academy/en/help/system-settings/communication-system-settings/system-e-mails-at-a-glance/)