An Email or Reminder Did Not Arrive
An absent email can mean no eligible notification was generated, WordPress could not send it, or the provider accepted it but it did not reach the expected inbox. Determine which stage failed before changing templates or retrying.
Check template eligibility
Section titled “Check template eligibility”Open DayTidy → Notifications → Templates. Confirm Notifications is enabled, the intended template is saved and enabled, and its trigger matches the event that actually occurred. A booking created, a payment recorded, and a booking confirmed are different events.
Inspect the relevant recipient context: it must be active and have a valid destination. Check subject/content and use the supplied placeholders for the current context. A successful test send proves a particular test path, not that every booking event has an eligible recipient.
Check transport and final delivery
Section titled “Check transport and final delivery”Use a controlled test inbox. Verify WordPress’s configured mail transport with the site’s SMTP or transactional-mail provider. With Pro Notification Operations enabled, filter Notifications → Overview → Delivery Logs by booking reference, recipient, status, and source.
- Skipped: inspect eligibility and the recorded reason, such as an inactive recipient.
- Failed: investigate the transport rejection and provider configuration.
- Sent: WordPress or the transport accepted the attempt. Inspect provider events and spam placement next; DayTidy does not certify inbox arrival.
Reminder-specific checks
Section titled “Reminder-specific checks”Verify Notification Operations, the reminder trigger, Reminder Time/unit, and the booking’s first session. Open Reminder Jobs to inspect the actual scheduled work. A reminder also needs WordPress cron to execute and the booking/template to remain eligible. Review session moves and cancellation rather than assuming the original due time still applies.
Retry and escalation
Section titled “Retry and escalation”Fix the underlying problem before using an eligible retry. Review the recorded recipient so you do not send unnecessary duplicate customer messages, then inspect the new attempt. Do not bulk retry simply because a customer has not checked their inbox.
For support, provide the exact trigger, redacted booking reference, recipient context, job/log state, recorded error, and whether the provider accepted the message. Include the site’s mail/cron diagnostics when relevant, with private data removed. See template configuration and operations.