Confirmation emails are not arriving
Diagnose missing confirmations, reminders, and payment links — from spam filtering to unconfirmed bookings.
- notifications
- troubleshooting
- deliverability
1. Did the booking actually confirm?
Confirmation emails fire when a booking reaches CONFIRMED. If it is still PENDING, no confirmation is sent — the email is not missing, the confirmation has not happened.
See payment not showing if payment succeeded but the booking did not confirm.
2. Is the notification enabled?
Check Settings → Notifications. Each workflow — confirmation, reminder, review request, delay notice, payment reminder — is toggled independently.
3. Check the email log
The booking's event timeline shows every message queued and its delivery outcome.
| Status | Meaning | Action |
|---|---|---|
| Queued | Waiting to send | Wait a few minutes |
| Sent | Handed to the provider | Check spam, then step 4 |
| Bounced | Address rejected it | Correct the address and resend |
| Suppressed | Recipient unsubscribed or previously bounced | See step 5 |
4. Spam and deliverability
Ask the traveller to check spam and promotions folders. If confirmations are landing in spam generally, your sending domain authentication needs attention: SPF, DKIM, and DMARC records for the domain you send from.
Operators using a custom sending domain must publish those records. Without them, mailbox providers treat the mail as unauthenticated and filter it aggressively.
5. Suppressed addresses
An address that previously hard-bounced or unsubscribed is suppressed. Marketing messages stay suppressed — that is deliberate and legally required. Transactional messages tied to a real booking can be resent once the address is corrected.
6. Typos
More common than every other cause combined, particularly with phone bookings. Correct the address on the customer record and resend from the booking.
Resending
Open the booking and choose Resend confirmation. Payment links and waiver requests can be resent the same way.
Reminders specifically
Reminders send at the lead time configured per notification, in the workspace time zone. If they seem to arrive at odd hours for international travellers, check the workspace time zone setting.
Related
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