# 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.

<DefinitionList>
  <DefItem term="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.
  </DefItem>
  <DefItem term="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.
  </DefItem>
</DefinitionList>

---

## 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.

---

## Case B: a customer mail is missing

<Steps>
  <Step title="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.
  </Step>
  <Step title="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.
  </Step>
  <Step title="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.
  </Step>
  <Step title="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](/help/integrations/email).
  </Step>
</Steps>

<Info title="Without your own SMTP connection">
If no email sending of your own is connected, the platform sends customer mails via a neutral platform address as a substitute, labeled with your office's name; replies go to your stored address. This works, but looks less professional than your own sender address. Setup takes only a few minutes.
</Info>

---

## Known causes

| Cause | Symptom | Solution |
|---|---|---|
| Spam filter | Email missing from the inbox | Check spam folder, allow the sender |
| Code expired | Code is rejected | Request a new code |
| Typo in the address | Nothing arrives, no visible error | Check and correct the address |
| SMTP password changed | Customer mails failing since a certain date | Enter new credentials, test the connection |
| Missing SPF/DKIM/DMARC records | Customer mails land in spam | Set the DNS records ([guide](/help/integrations/email)) |
| Reminder not due yet | Appointment reminder "missing" | Sending happens shortly before the appointment |