> ## Documentation Index
> Fetch the complete documentation index at: https://docs.roomdoo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# The confirmation email isn't sent or fails

> What to do when a guest doesn't receive the confirmation email or when sending raises an error.

## The email has several layers

When Roomdoo sends a confirmation email, several pieces are involved:

* The email **template** (text, language, format).
* The **mail server** sending on behalf of your property.
* The **guest's email** captured correctly.
* The **receiver's filters** (spam, blocked domains).

When something fails, it can be on any of those layers. That's why this case usually goes to support — it needs reviewing logs and configuration.

## Before contacting support, check the basics

<Steps>
  <Step title="Is the guest's email correct on the record?">
    Common typos: `gmial.com`, `hotmail.com` mistyped, a companion's address instead of the main guest's.
  </Step>

  <Step title="Has the guest checked spam?">
    First emails from a new domain often land in spam. Ask them to check the junk folder.
  </Step>

  <Step title="Are other reservations receiving emails fine?">
    If it only affects one specific reservation, it's usually the record itself. If it affects every reservation of the day, the issue is likely the mail server or the template.
  </Step>
</Steps>

## What we need to resolve

When you contact support, include:

* **Reservation reference** where the send failed
* **Exact error message** if it appears on screen (a screenshot is better)
* **When it happened**: only this reservation, several in the day, every reservation on the property
* **What was done just before**: manual send, reservation modified, configuration changed
* **Email type**: confirmation, reminder, check-in instructions, pre-arrival

## Common cases

<AccordionGroup>
  <Accordion title="The guest says they didn't receive the email but the reservation is confirmed">
    Almost always spam or a typo in the email. Steps:

    1. Verify the email on the customer record
    2. If it's correct, resend the confirmation from the reservation itself ("Resend confirmation" button)
    3. If it still doesn't arrive, contact support

    Meanwhile, you can download the confirmation as a PDF and email it from your own inbox.
  </Accordion>

  <Accordion title="A generic error appears when sending the confirmation">
    Something in the send flow is failing. Contact support with the error screenshot.
  </Accordion>

  <Accordion title="The email arrives with incorrect data (wrong dates, different amount)">
    If the reservation in Roomdoo is right but the email shows other data, it's a template or send-cache issue. Contact support — don't touch the template.
  </Accordion>

  <Accordion title="I want to customise the email content for a promotion">
    Template customisations (banners, promotional messages, additional languages) are managed from support. Tell us what you want, on which dates, and for which reservation types.
  </Accordion>
</AccordionGroup>

## When to contact support

**Always**, once the basics are verified (correct email on record, spam checked).

<Warning>
  Don't edit the email template manually or change the sender through other channels. Email sending configuration is centralised, and modifying it through unofficial paths can affect every email on your property.
</Warning>