A customer says they never got their confirmation, or you are not getting your new booking alerts. Before anything else, find out which email it is, because they go out at different moments.
When each email is sent
- Booking confirmation, pay in person, e-Transfer or package credit: straight away.
- Booking confirmation, card payment: when the payment is confirmed, not when the customer presses Book. If the booking still says Pending, no confirmation has been sent yet. See A booking is stuck on Pending.
- Reminders: once a day, early in the morning. See A reminder did not go out.
- Waitlist spot open: checked every 30 minutes.
Most likely causes, in order
- It is in spam or junk. The email shows your business name as the sender. Ask the customer to look in spam, mark it Not Spam, and add your address to their contacts.
- The email on their account is wrong. Open Customers and check the address. Customers can correct it themselves under My Account. If you added them by hand, a typo can slip in.
- The payment is not confirmed yet. Check the booking on the Bookings page. A card booking that is still Pending has not been emailed.
- Replies or alerts are going to the wrong inbox. New booking alerts go to your Contact Email (Settings → Business & payments) and to every owner account's email. Customer replies also go to Contact Email. Make sure that is an inbox you read.
- Your site is paused for billing. Reminders only run for kennels whose account is in good standing. See My booking site shows a message that it is unavailable.
Test it yourself
As the owner, go to Settings → Customer emails, choose an email, and press Save & email me a test. It is sent to the email address you sign in with. If you get the test but a customer does not, the cause is on their side (spam or a wrong address). If you do not get the test either, check your own spam, wait a few minutes, then contact us.
Good to know
- Password reset emails for owners and staff come from Dogly. Customers' come from your kennel.
- Emails send from your business name. If you set up your own address, see Send emails from your own address. Until that shows Active, emails keep going from the default address.
Related: The emails your customers get.
Still stuck? Open More → Dogly Support and tell us who did not get which email, the date, and whether your test email arrived. A screenshot helps.