Emails are not arriving

Symptom#

An expected email does not arrive: a sign-in or confirmation code, a security notice, or an email to your clients (for example an appointment confirmation).

Important for the diagnosis: the platform sends two kinds of email via two separate paths.

Platform account mails

Codes for sign-in, registration and password reset, security notices, team access. They come from the platform itself; your office does not need to set up anything for them.

Customer mails from your office

Emails from tools to your clients, for example appointment confirmations and reminders from the booking tool. They run through your office's central email sending (SMTP); without your own SMTP connection the platform steps in with a neutral sender address.

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Case A: a code or account mail is missing#

1. Check the spam folder. The most common case, especially for the first email to an address.
2. Mind the validity. Sign-in and confirmation codes are valid for 60 minutes, password reset codes for 10 minutes. An expired code does not help; simply request a new one.
3. Wait a few minutes, then request again. Resending is limited (for example a few reset requests per hour) so nobody can flood other people's inboxes. The interface tells you when you need to wait briefly.
4. Check the address. For security reasons the platform does not reveal whether an address has an account. A typo in the address therefore looks exactly like a lost email.

If nothing arrives despite all this, contact support via the help button in the platform.

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Case B: a customer mail is missing#

1. 1

   Check the recipient address

   For appointment mails: is the email address the guest entered when booking correct? A guest's typo is the most common cause. The booking tool also sends reminders only shortly before the appointment (about 24 hours ahead), not immediately.

2. 2

   Look at the outbox

   Under Settings > Integrations > Email sending the outbox shows the most recently sent emails with status. If the email is listed there as failed, the entry names the reason.

3. 3

   Test the SMTP connection

   On the same page, "Connect & test" checks the sign-in with your mail provider, and a test email to yourself shows whether sending works at all. Frequent trigger: the mailbox password was changed at the provider and the connection has been failing since. Enter the new credentials in that case.

4. 4

   Check your domain's deliverability

   If emails land in the recipient's spam folder, your domain is usually missing the SPF, DKIM or DMARC records. What they mean and how to set them: Set up email sending.

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Known causes#