If your customers aren't receiving their system-generated emails (such as confirmation emails), or you aren't receiving emails when someone books, then there could be several possible explanations.


This tutorial explores the most common explanations and solutions.


1. Email address is incorrect


Double-check the email address on the account to make sure there are no typos. 


If it needs changing, the account holder will need to login (using the incorrect email address) and update the email address on their account at https://bookthatin.com/UserMetadata.


2. Emails are going to junk or spam


Depending on the veracity of the receiver's spam filters, system-generated emails might be sent to spam, so it's always sensible to ask them to check their junk folders.


If they find the email in their junk they can normally prevent it by happening again if they add [email protected] to their contacts. 


If that doesn't solve it, going the extra step and adding the email address to a 'Whitelist' will work. See how to do this with the major email providers here.


3. 'Sender Email' Address has been changed


This is when the 'Sender Email' address has been changed to the business owner's address on the email template(s).


If this is done and the sender email domain has not been authenticated with us beforehand, then emails won't send.


You can check this by:

  1. Going to Business --> Company Settings
  2. Click on 'Email' tab
  3. Expand the 'Confirmation Emails' section and click to edit the 'Customer Group Booking Email' (2nd one down)
  4. Click on 'Advanced Settings' at the bottom
  5. If the 'Send Email' field has your email address in it, then please change it back to the default, which is [email protected].


If this is the cause, I suggest you change the sender email on ALL your email templates by returning to the list of all templates on the Email tab and clicking the 'Update Send From Email' button in the top right corner of the screen. This will ensure all your different emails are being sent correctly.


4. Emails are being 'dropped'


If Book That In sends out an email and it bounces back for some reason, then all future emails will be 'dropped'.


This is an automatic process which protects our sender reputation and therefore minimises the chances of our (your) emails going to spam folders.


If you have run through options 1 to 3 and not found the solution, please contact [email protected] and we will check with our email server to see if the email address in question has had any issues. If it is has, we can remove the block so that emails start sending again.