Use this guide to diagnose why emails sent from RMS are not being received.

Overview

Use this guide when emails sent from RMS are not being received by guests or staff.

This article will help you:

• Confirm whether RMS is actually sending the email.

• Identify whether the issue is configuration, recipient mailbox, or domain/DNS related.

• Collect the right information before contacting RMS Support.

Step 1: Define the Problem

Before changing any settings, clarify the issue. This saves a lot of time later.

What type of email is not sending?

Identify which of the following are affected:

• Reservation confirmations (created in RMS)

• RMS Booking Engine confirmations

• Pre‑arrival / post‑stay emails

• Statements or invoices

• Schedule reports

• Other automated or manual correspondence from RMS

Are some emails or all emails?

Ask:

• Are all emails from RMS missing?

• Or only certain types (e.g. confirmations work, but schedule reports don’t)?

• Is it:

  • Only some recipients?

  • Only a specific domain (e.g. only @company.com)?

  • Or all external addresses?

Collect a few clear examples

For each example, note:

• Recipient email address

• Type of email (e.g. Booking Engine confirmation, schedule report)

• Approximate date and time it should have been sent

• What triggered it (e.g. new online booking, check‑in, scheduled run)

You’ll use these in later steps, and if you need to contact RMS Support.

Step 2: Check Email Configuration in RMS

This step confirms whether RMS is set up to send the email at all.

Check the template and trigger

For the affected email type, confirm:

• The email template:

  • Exists.

  • Is active/enabled.

• It is linked to the correct:

  • Event or function (e.g. Online Booking Confirmation, Reservation Confirmation).

  • Schedule (for schedule reports).

• Any required conditions (e.g. status, source, date) are met.

If there is no template or it is inactive, RMS will not attempt to send the email.

Check the From and Reply-To addresses

In your email configuration:

• Confirm the From email address:

  • Is correctly spelt.

  • Uses a domain you own (e.g. @yourproperty.com) or a domain that has been set up for RMS sending.

• If a Reply‑To address is specified:

  • Ensure that the mailbox exists and is valid.

If the From address uses a domain that is not configured correctly for RMS, messages may be rejected by receiving mail servers.

Check schedule report settings (if relevant)

If schedule reports are not arriving:

• Confirm the schedule is:

  • Enabled/active.

  • Set to the expected run time and frequency.

• Check the scheduled recipient email addresses:

  • Confirm they’re spelt correctly.

  • Confirm the mailboxes exist.

• Note if the issue started after:

  • Editing the schedule.

  • Changing the recipients.

  • Changing the report itself.

If the configuration all looks correct, the next step is to confirm whether RMS is attempting to send the email.

Step 3: Check the Recipient Mailbox and Bounces

This step confirms whether the email reached the recipient’s mail system and what their server did with it.

Ask the recipient to check their mailbox

Ask the affected recipient (or your own staff, if internal):

• Check:

  • Inbox

  • Spam / Junk folder

  • Any quarantine or “clutter” folders (often controlled by IT or security filters)

• Search using:

  • The email’s subject line

  • The From email address configured in RMS

If the email is in spam:

• Mark it as “Not Junk” / “Not Spam”.

• Add the sending address/domain to the mailbox’s Safe Senders list.

Step 4: Verify Domain, SPF, DKIM and DMARC

If you are using your own domain in the From address (for example, reservations@yourproperty.com), that domain must be configured correctly for RMS to send on its behalf.

Confirm your domain status in RMS

1. In RMS, go to Setup > Security > Domains.
   This opens the area where you manage your email domains in RMS. (For more details, see Email Domain Verification).
2. Locate your sending domain (for example, reservations@yourproperty.com).
3. Confirm its Verification Status is:

• Verified / Email Verification Required / Invalid

• Ensure there are no warnings about missing DNS records.

If your domain is not verified:

• Follow your existing domain verification/setup instructions in the Help Centre (for example, Email Domain Verification).

• Once DNS is correctly configured and has propagated (up to 24–48 hours), return to Setup > Security > Domains to confirm the domain shows a Valid verification status.

Check DNS records at your DNS host

Your IT or domain host should confirm that all required records for RMS are present and correct, such as:

• SPF TXT record:

  • Contains any values RMS requires for sending (for example, an include: mechanism for your email service).

• DKIM records:

  • CNAME or TXT entries as specified by RMS.

• Any additional TXT/CNAME records RMS provides for verification or tracking.

Step 5: Test with Different Recipients

Once configuration and domain records look correct, perform a couple of test sends to pinpoint where the problem lies.

Send test emails from RMS

Use a simple, known template (e.g. a generic test email if available) and send to:

• Your business/domain email address (e.g. reservations@yourproperty.com)

• A personal or external email address, such as:

  • @gmail.com

  • @outlook.com or @hotmail.com

Interpret the results

• If emails arrive at Gmail/Outlook but not at your business address:
  RMS is sending successfully, and external providers are accepting the emails.
  Your organisation’s mail server or security filters may be blocking or quarantining them.

• If emails do not arrive at any of the test addresses:
  There may still be a configuration issue, an unresolved domain/DNS problem, or a broader sending issue that needs investigation.

Record which tests succeeded or failed and keep screenshots of any log entries or bounce messages.

Step 6: Contact RMS Support

If you have followed the steps above and emails are still not sending, please log a RMS Support Ticket, with as much detail as possible.

Information to include

Property details

• Property name

• Client ID/database URL

Issue details

• What type(s) of email are affected:

  • Reservation confirmations

  • RMS Booking Engine confirmations

  • Schedule reports

  • Statements/invoices

  • Other (please describe)

• Whether:

  • This has never worked, or

  • It worked previously and stopped (include approximate date it stopped).

Examples (mandatory)

Provide at least 2–3 examples with:

• Recipient email address

• Type of email (e.g. Booking Engine confirmation, schedule report)

• Approximate date & time the email should have been sent

• What action triggered it (e.g. new online booking, reservation created in RMS)

Evidence/screenshots

• Screenshot(s) of the email/correspondence log:

  • Filters you applied.

  • The relevant entries, including statuses and any error messages.

• Screenshot(s) of:

  • Email template configuration.

  • Schedule report setup (if applicable).

• Copy/paste or screenshot of any bounce emails or Non‑Delivery Reports, including:

  • Full error text.

  • Any references to SPF, DKIM, DMARC or policy rejection.