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Why is a customer not receiving system emails?
Why is a customer not receiving system emails?

Check the Email Reports to see if one was delivered.

Alan Wong avatar
Written by Alan Wong
Updated over 3 years ago

On the customer record, scroll to the bottom of the page for their Email Reports (up to the last 15 days):

If sent successfully, the email will be marked with a tick under Delivered.

The Clicked column is for account-related emails (e.g. confirming email address upon registration) and indicates if the customer clicked the confirmation link in the email.

If the email failed with 'Temporarily blocked by their email provider' or the customer claims it was not received:

  • Double-check with the customer if their email address on record is correct/valid. If not, then edit it and click [Confirm email] to apply the change:

  • Ask the customer to check their spam/junk folder. If not there, then please contact us for whitelisting advice.

Reminder email not received

If a booking reminder was not received, check the settings within Business Boosters -> Reminders:

Note it is possible that the customer opted not to receive a reminder when booking themselves:

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