Why are email confirmations not sending?

Modified on Wed, 26 Jan 2022 at 02:59 PM

If you don't think email confirmations are being sent to guests, please first of all go to Administration > Property and scroll down to the Property Settings area. There are a number of tickboxes here that could prevent emails being sent: 


  • 'Disable Sending Booking Confirmations' must be un-ticked otherwise no confirmation emails will be sent at all
  • 'Disable Automatic Sending of Booking Confirmations' must be un-ticked if you want confirmation emails to be sent automatically whenever a reservation is made
  • 'Disable Sending Booking Cancellations' must be un-ticked otherwise no cancellation emails will be sent at all 
  • 'Disable Automatic Sending of Booking Cancellations' must be un-ticked if you want cancellation emails to be sent automatically whenever a reservation is made 


If you are using your own SMTP server to send Hop emails, then the next step is to check whether the settings for this have been correctly inputted on Administration > Property and Administration > SMTP Servers pagaes. If so, please also check with your IT department that the HOP IP address has been "whitelisted" otherwise your servers may be blocking these emails because it thinks they are spam. 

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