A recipient's email provider decides whether a message appears in the inbox, a promotions tab, or spam. Use these steps when a Moovs email was sent but the recipient cannot find it.
Confirm the email and recipient
Open the reservation.
Review the Activity Log and open the Email tab.
Confirm that the expected message appears and that the recipient address is correct.
For more detail, see View email history for a reservation.
Ask the recipient to check their mailbox
Check Spam or Junk and any filtered tabs.
Search for the sender address or the reservation number.
Open the message and mark it as Not spam.
Add the sender address to their contacts or safe-sender list.
Set up a custom email domain
A verified custom email domain lets Moovs send from your business domain and helps mailbox providers authenticate the sender. See Setting up my Custom Domain.
A custom domain improves authentication but cannot guarantee inbox placement because the recipient's provider makes the final decision.
Contact Support
If messages to multiple valid recipients are missing or repeatedly filtered, select the ? in the Operator portal and start a chat with Support. Include the reservation number, recipient domain, message type, and approximate send time. Do not include customer passwords or other sensitive information.