Troubleshooting Email Sending

1. Confirm that the property

1. uses b4checkin emails, rather than Visual One emails or other third party emails.
   
   If the emails

1. are in

1. PDF format

1. , they are not from b4checkin

1. but likely from Visual One.
   

1. 
   
2. Confirm which email

1. types are not sending

1. .
   
   Are they confirmation, change, cancellation, pre-arrival, mid-stay, post-stay, paperless receipts,

1. online check-in or other?
   
   
2. For reservations related emails, ask for confirmation numbers to identify specific reservations for which sending has failed.
   
   
3. b4checkin will confirm if their backup copies of these emails are in the copies@b4checkin.ca email account.
   
   If they are, emails are likely being blocked by the property and/or guests. The property will need to review with their email provider why these emails are being blocked.
   
   
4. If

1. copies are not

1. being received by b4checkin, confirm which email address these emails are sending from.
   
   
   1. Is

1. 1. the from email address set

1. 1. up and authorized for auth.smtp?
      
      
   2. If

1. 1. not, have the address authorized. b4checkin will trigger an authorization request to the property, and the property will have to confirm. See MAIL SERVER Connectivity.
      
      
   2. b4checkin to confirm if the property

1. 1. filters emails based on

1. 1. Segment or

1. 1. Origin Codes.
      
      If so, what

1. 1. Segment or

1. 1. Origin Code are these emails

1. 1. filtered by? The filtering might need to be added or adjusted. If so, b4checkin must adjust the codes & have the property confirm if emails are sending.
      
      
   2. b4checkin to confirm if the property

1. 1. uses the

1. 1. b4mailer (auto-mailer) product.
      
      If so, is this running?

1. 1. If not, b4checkin must turn the application on.
      

1. 1. 
      Confirm which emails are set to send

1. 1. through b4mailer, and confirm those are programmed to send.
      
      
   2. b4checkin to confirm if the property

1. 1. uses the manual

1. 1. mailer product

1. 1. .
      
      If so, is the property team utilizing this to send emails?
      If so, is the tool generating an error?

1. 1. 
      If so, ask for a screenshot of

1. 1. the error and forward it to b4checkin for investigation.