Emails are not being delivered

A colleague did not get the invitation, or a customer says the confirmation never came. Most of the time email is not connected yet, so the message was only written to the log. The checks below find the cause in a few minutes.

Why it happens

• Email is Off or set to Do not send, keep a log: the message is logged, not sent. Team invitations and password reset links are the exception: the system's own email sends them when it can (see the note below).
• The mail server refused the message or could not be reached.
• The customer has no email address, or a wrong one.
• There is no email template for that message, or it is turned off.
• The plan's monthly email limit is reached.
• The email was sent but landed in spam, often because the sender's domain is not set up for sending.

What to do

1. Check the Email card. Open Settings → Connections. If the Email card shows Off or Logging only, nothing is being sent. Connect it: Connect your email (SMTP).
2. Send a test. Type your own address at the bottom of the card and press Send a test.
   • Sent. Check that it arrived.: the server accepted it. Go to step 3.
   • Not sent: this channel only keeps a log. Pick a real provider to send messages.: choose SMTP server.
   • It did not work: with one of these reasons:
     • The server address was not found. Check the host name.
     • The server did not answer. Check the host, the port and the TLS switch. (465 with TLS on, 587 with TLS off)
     • The provider refused the sign-in details. Check the user name, password or keys. (many hosts need an app password)
     • A secure connection could not be made. Try switching TLS, or use port 587.
     • The provider returned an error. Read the server's message under it.
3. Find the message in the log. Open Settings → Data and logs → Message log. Choose Email in the channel filter and type the address in Search by recipient or text. Open the row to see the full message, the provider, the template and the error.
   • Logged only: email was not connected when it was sent. Send it again after connecting.
   • Failed: the error under the message says why, for example a refused sender or a full mailbox.
   • Sent: the server accepted it. Go to step 6. When the provider shows platform:smtp, a team invitation or password reset link went out from the system's own email, because your agency's email is not connected.
   • No row at all: the message was never sent. Go to step 4.
4. Check the customer's email. When you send from a booking and the customer has no email, you see This customer has no email. Add it on the customer and check it is spelt correctly.
5. Check the template. If you see No email template "…" is set up. Add it in Settings → Message templates., there is no email version of that message in the customer's language. Add one in Settings → Message templates. A template turned off (Template turned off: nothing is sent) sends nothing either. New agencies have email templates only for the booking confirmation, the payment reminder, team invitations and password resets.
6. Check spam. Ask the person to look in spam or junk. Use a From address on your own domain, and ask your email host to set SPF and DKIM for it. The From address must be one your server is allowed to send from.
7. Check the plan limit. Your … plan allows … emails a month. Upgrade the plan in Settings → Plan and billing to continue. means the month's limit is reached. Invitations and password resets still go out. See Plan limits and how usage is counted.