Emails are not sending (Cloud)

Emails are not sending (Cloud)


When emails are not sent, there are some first steps you can check. The first step you want to do is check if the current email settings in Visual Matrix are saving. If they are not, then there is an issue with those settings. If they are, then you can check if the emails are really not sending or do they get into the recipient spam/junk folder.

1. Check if the email settings are saving... or not

Go to Management > User Settings > Email > Email Setup and click Save.



If you encounter an error message, then there is an issue with your email settings (password, security). Make sure you respect any security protocol from your email provider (like Gmail) and from Visual Matrix.
If it is saving, then lets continue to the next step.
Notes
Please note that free email services such as Gmail, Yahoo, and others are not officially supported by Visual Matrix. Use of these services is at your own risk. Visual Matrix technicians will not troubleshoot or setup your email provider settings. We do advise you to work with your email provider technical support (Gmail, Outlook/Microsoft/Azure, ...) for that matter.

2. Check how many emails are stuck and note when the issue started

Go to Support at the top of the page.
Click on Message Log and Email.

1- Choose the dates you wish to look at the logs for.
2- Are you looking for emails that have been Sent or Unsent.
3- Sent Column: if there is a date and a time, Visual Matrix has sent the email. If the email has not been received, the recipient should check the Spams folder or other security logs on the email provider portal.
4- If the Sent field is empty, highlight the email and click on Retry to send the email again.



3. Did you change the password of your email?

If you changed the password to your email via your email account portal, you will need to update it in Visual Matrix.
Path: Management > User Settings > Email > Email Setup.
Update your password and click Save.
If it is not saving, something else may have changed with your email provider.
Some email providers have security settings that need to be disabled, enabled, or bypassed by specific passwords generated by them.
The following articles will give you some tips about Gmail, Hotmail, and Office365.

4. Make sure the email used in the settings is set up in your hotel's General Information

The email you are using to send from Visual Matrix has to be saved in the general settings.
Path: Management > Property Settings > General > General Information.


Notes
If emails are still not sending, open a ticket with our Client Experience team.

Require assistance with that article?

- One pc or all pcs are having this problem? 
- Only one specific reservation or all reservations? 
- All form types or only confirmation letters? 
- Do you know if your email settings have been verified and save in your system? 
- Do you get an error? 
- When you test an email, does the sent email show in your Email Account’s Sent folder? 
Notes
Providing responses to the following questions in your ticket could expedite your resolution.

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