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Booking Confirmation Not Sent

Troubleshooting guide when customers aren't receiving booking confirmation emails or notifications.

Hayden Zammit Meaney avatar
Written by Hayden Zammit Meaney
Updated today

Booking Confirmation Not Sent

When a customer makes a booking, they expect a confirmation email. If these aren't arriving, it can cause confusion and extra work for your team. Let's sort out why confirmations might not be sending.

Quick Checks

Before diving deeper, verify these basics:

  • Check if the booking exists – Navigate to your Bookings dashboard and confirm the booking was actually created

  • Verify the email address – Look at the customer's email in the booking details for typos

  • Check your email settings – Ensure confirmation emails are enabled in your settings

Customer Hasn't Received the Email

Ask Them to Check Spam/Junk Folders

This is the most common culprit:

  • Ask the customer to check their spam or junk folder

  • Have them search for "Tourism Accelerator" or your business name

  • If found there, ask them to mark it as "Not Spam"

Verify the Email Address

Check the booking record for the customer's email:

  • Go to Bookings in your dashboard

  • Find and open the booking

  • Check the email address for typos (e.g., "gmial.com" instead of "gmail.com")

  • If incorrect, update it and resend the confirmation

Email Delivery Delays

Sometimes emails take a while to arrive:

  • Wait 5-10 minutes

  • Some email providers have longer delays

  • Corporate email systems may have additional filtering that causes delays

Customer's Email Provider Blocking

Some email providers have strict filtering:

  • Ask the customer to add your business email to their contacts

  • Provide them with the booking details directly if urgent

  • Suggest they check any email quarantine settings

Resending Confirmation Emails

If the customer didn't receive their confirmation, you can resend it:

From the Booking Details

  • Navigate to Bookings in your dashboard

  • Find and open the relevant booking

  • Click the Resend Confirmation button

  • Confirm the email address is correct

Updating Email Address and Resending

If the email address was wrong:

  • Open the booking details

  • Edit the customer's email address

  • Save the changes

  • Click Resend Confirmation

Checking Email Delivery Status

View Sent Emails

To see if the email was sent from our system:

  • Go to Bookings > select the booking

  • Look for the Email History or Activity section

  • Check if the confirmation email shows as "Sent"

Understanding Email Status

  • Sent – The email left our system

  • Delivered – The recipient's server accepted the email

  • Bounced – The email couldn't be delivered (invalid address, full inbox, etc.)

  • Failed – There was an error sending the email

Confirmation Emails Not Sending at All

If no confirmation emails are going out for any bookings:

Check Your Email Settings

  • Go to Settings > Notifications or Email Settings

  • Ensure Send booking confirmations is enabled

  • Verify your email templates are active

  • Save any changes

Check Your Email Template

A broken template can prevent emails from sending:

  • Go to Settings > Email Templates

  • Select your booking confirmation template

  • Ensure it's not empty or corrupted

  • Try resetting to the default template if needed

Verify Your Sender Email

Issues with your configured sender email can block all emails:

  • Go to Settings > Email Settings

  • Check your sender email address is valid

  • If using a custom domain, verify DNS settings are correct

Bounce and Delivery Issues

Hard Bounces

The email address doesn't exist or is permanently unavailable:

  • Verify the email address with the customer

  • Update to the correct address

  • Resend the confirmation

Soft Bounces

Temporary delivery issues:

  • Customer's inbox might be full

  • Their email server might be temporarily unavailable

  • Try resending after a few hours

Marked as Spam by Recipients

If multiple customers report emails going to spam:

  • Review your email content for spam trigger words

  • Ensure your sender reputation is good

  • Contact support to review your email configuration

Email Template Issues

Template Not Found

If the system can't find your email template:

  • Go to Settings > Email Templates

  • Check if a booking confirmation template exists

  • Create or restore the template if missing

Template Variables Not Working

If emails send but with missing information (like customer name or booking details):

  • Review your email template

  • Ensure the variable placeholders are correct

  • Contact support if you need help with template syntax

Testing Your Email Setup

To verify emails are working correctly:

  • Create a test booking using your own email address

  • Check if you receive the confirmation

  • Review the email content for accuracy

  • If issues persist, contact support

When to Contact Support

Reach out if you're experiencing:

  • Consistent email delivery failures across multiple bookings

  • Bounce messages you don't understand

  • Template issues you can't resolve

  • Customers consistently not receiving emails despite correct addresses

Contact us:

Provide these details:

  • Booking reference numbers affected

  • Error messages or bounce notifications

  • When the issue started

  • Any recent changes to your email settings

We'll investigate and get your confirmations flowing again.

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