Troubleshooting: a guest didn't get a text or email

Work through these checks in order. Most missing messages come down to contact details, a setting, or the guest's own inbox.

1. Which kind of message?

• Booking message (confirmation, change, cancellation, reminder, deposit request) – continue below.
• Marketing email – jump to step 5.

2. Check the contact details

Open the booking and check the email address and mobile number are correct, including the country code. Fix them and resend where a resend option is offered.

3. Check the message status on the booking

Booking history shows each email and text with a status:

• Queued – still waiting to go out.
• Accepted by mail service / Sent to network – it left ResRes. This isn't proof it arrived.
• Delivered (texts) – the network confirmed delivery.
• Not sent with a reason, for example:
  • No valid mobile number
  • Texts are off for this message – that message type is switched off in SMS settings
  • Texting not active yet – texts aren't active for your location
  • Not sent — SMS not enabled for this country
  • No longer needed – the booking changed, so the old message was cancelled
• Failed – try again later, or contact the guest another way.

4. Ask the guest to check

• Spam, junk or promotions folders.
• That they typed the address correctly when booking.
• For texts: that their phone has signal and isn't blocking short-code or unknown senders.

5. Marketing emails

Open Marketing → Guests and find the guest:

• No consent record or Not marketable – they won't get marketing emails.
• Frequency limits or a future booking (for win-back) can mean an email was skipped on purpose.
• Sending may be paused for the venue.

Troubleshooting: still stuck?

Contact Support with the booking reference and roughly when the message should have gone. Never send guest card details.