> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://support.uplisting.io/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Troubleshooting

# Troubleshooting

## Automated messages sent at the wrong time

There are two reasons messages may send at the wrong time:

1. The timezone on the listing is incorrect
2. The arrival and departure time is incorrect. Learn more about [Arrival and departure times](https://uplisting.crisp.help/en/article/arrival-and-departure-times-ezpan0/).

**How to troubleshoot**\
Check the listing basics tab on your listing to ensure both these settings are correct.

![messages-sending-wrong-tie.png](https://files.readme.io/425f663-messages-sending-wrong-tie.png)
  Listing details tab
</Image>

## Automated messages aren't sending

These are the most common reasons automated messages don't send.

### 1. The guest didn't provide a security deposit

Suppose you have enabled the Uplisting Protect (security deposit collection feature). In that case, Uplisting will block the check-in instructions message from sending if a guest has not provided payment for their deposit.

You can override this requirement on a booking level (image below).

![2890](https://files.readme.io/1d157af-Screenshot_2021-07-19_at_16.53.39.png "Screenshot 2021-07-19 at 16.53.39.png")

***

### 2. Guest did not sign the eSign rental agreement

If you have enabled the eSign Rental Agreement feature, Uplisting will block the check-in instructions message from sending if a guest has not signed it.

You can override this requirement on a booking level by clicking the 'Rental agreement signed' button on the booking summary.

***

### 3. Automated messages aren't enabled

Check that the automated message you expect to send is enabled on the Automated messages tab listings.

![2908](https://files.readme.io/349eaf0-Screenshot_2021-07-19_at_16.50.42.png "Screenshot 2021-07-19 at 16.50.42.png")