A missing booking confirmation email is a common issue, but it's usually very easy to resolve. Don't worry — in most cases the message was sent correctly by our system, and the cause lies with the client's mailbox. Below you'll find a list of things worth checking before contacting our support.
Troubleshooting message delivery issues
Before reporting the issue, ask the client to verify the points below, or check the details in your Mafelo panel.
1. Ask the client to check other tabs in their inbox
For users of WP, Onet, and Interia email services, messages are very often automatically sorted and end up in tabs such as "Offers" or "Notifications".
Tip: Ask the client to search their mailbox for the phrase "session booking". If the email reached them, it should appear instantly in the search results, regardless of which folder or tab it ended up in.
2. Check for typos in the email address
This is one of the most common causes, as clients in a hurry often make small mistakes (e.g. typing .con instead of .com, or mistyping a letter in their name).
Go to the bookings tab in the photographer's panel.
Click the relevant booking.
Check in the details whether the email address entered by the client contains an obvious typo.
Tip: If the client provided an incorrect address, you can easily correct it. Go to the booking, click the Actions button and Edit customer details, then update the email address. Click Save. This way future messages from the system will be delivered without any issues!
3. Make sure the client's inbox is not full
This happens less frequently, but if the client has used up their entire storage limit (common with free mailboxes or an overfull iCloud/Google Drive), new messages will not be delivered.
Note: Emails wait in the queue and will only be delivered once the client deletes old messages and clears their inbox.
Contact Mafelo support
If the client has checked the steps above and the email is still missing, we're here to help!
Click the cloud icon in the bottom-right corner of the app to open the chat with our support team.
Provide the client's email address in the message. Note: Our chat communication is fully secure and is used solely for verifying system logs.
Indicate the exact date and time for which the booking was made.
Our team will check the system logs to determine what may have caused the delivery issue.
Frequently Asked Questions (FAQ)
Why do confirmation emails end up in other tabs?
Booking confirmation emails sometimes end up in other tabs (such as "Offers" or "Notifications") because different email providers (especially Polish portals) have specific sorting algorithms that automatically group messages from booking systems. We use the highest quality, paid sending infrastructure that effectively bypasses SPAM filters, however the final placement of messages in specific tabs depends on the individual settings of the client's mailbox.
What should I do if I notice a typo in the client's email address?
Go to their booking, click the Actions button and Edit client details, then update the email address. Click Save.