The emails are not sent

🤔 Problem

I have created email templates, but the customer email or the admin notification are not received.

🌱 Solution

If you don’t receive the automatic emails, you need to run the following checks to troubleshoot this issue.

1. Check the sending status. In HBook > Emails > Email Logs, you can check the “Sending status” of your emails. It will indicate if the email has been sent out or not.

If an email has been sent out correctly, it does not necessarily mean that it has been received correctly. It means that there were no problems to send it out.

The email sending status is “OK”, but the emails are not received

Here are the next steps.

2. Double-check your email template set up: 

• Are you using the correct variables for the “From”, “To”, “Reply-to” fields? You can see the list of variables that you can use right under the email template table.

• Have you selected the correct action? You can set if the email is to be sent automatically upon new reservation (from customers), new reservation (from admin), confirmation of reservation or cancellation of reservation.

3. Use SMTP : We strongly recommend using SMTP plugin to send your emails. If you already have SMTP set, please check the logs and if needed contact your SMTP server to check with them any action you can take to improve deliverability (for example if you use your Hosting SMTP).

4. Check your deliverability rate : there are plenty of sites that offer to test your emails, for example https://www.mail-tester.com/. Don't be worried if you rank badly, it is very common. This tool is useful to be able to identify where you can improve!

5. If it is only with some mail address(HotMail, GMail, etc.) that emails are not received, check the email sender guidelines for this service.

6. You can test if there are parts of your email content that are problematic for the deliverability of your email. To do so, create a new email template with “Test” as body and subject. Run a test and see if it is received. If so, progressively add your template content to identify if there is a section that falls into the anti-spam rule.

Email services (GMail, Yahoo, HotMail, etc.) regularly modify their anti-spam and security rules, to reduce email spamming.

Rules are complex and include the server IP reputation, authentication protocols, email headers, content, etc.

The email sending status is not “OK”.

There will be an error indicated in the “Status” column. Here are the next steps to investigate this issue.

2. Check that your WordPress install can send email correctly: To test that, you can use a plugin as Check Email.

3. Check your SMTP setup, if you use an SMTP plugin. And test the connection.