How to Troubleshoot Missing Email Notifications

Overview

If customers or restaurant staff are not receiving expected email notifications, review the notification settings and recipient details in the dashboard.

Email notifications are configured separately for customers and restaurant staff, so check the relevant section before troubleshooting.

Where to Find It

Navigate to Settings → Notifications.

1. Check Customer Email Notification Settings

If a customer is not receiving an order or booking email:

1. Open Settings → Notifications.
2. Locate the Customer emails section.
3. Find the relevant notification, such as Order Confirmed, Order Cancelled, Order Completed, or Table Booking Confirmed.
4. Check whether its toggle is enabled.
5. Review other relevant notification toggles if necessary.

A disabled notification may prevent the corresponding customer email from being sent.

2. Check Restaurant Staff Email Settings

If restaurant staff are not receiving alerts:

1. Open Settings → Notifications.
2. Locate the Restaurant staff emails section.
3. Check the relevant notification toggle.

The available options include:

• New Order
• New Reservation
• New Catering Enquiry
• Daily Status Email (end of day)
• Monthly Status Email (end of month)
• Booking changed by customer

Make sure the notification associated with the missing alert is enabled.

3. Verify the Primary Contact Email

The staff notification section displays the primary contact email.

1. Locate the primary email address shown in the restaurant staff section.
2. Verify that it is the expected address.
3. Review the displayed information about how the primary email is resolved.

The settings page indicates that the primary address is automatically resolved from the restaurant contact email, with a fallback to the partner login.

4. Check Additional Recipients

If an additional team member is not receiving notifications:

1. Scroll to Add another recipient.
2. Verify that the intended email address was entered.
3. Check whether the recipient was successfully added.
4. If recipient-specific notification settings are available, verify that the required notifications are enabled.

Different recipients can be configured to receive different subsets of restaurant emails.

5. Check the Email Inbox

If the dashboard settings appear correct:

1. Ask the recipient to check their spam or junk folder.
2. Verify that the email address is spelled correctly.
3. Search the inbox for the relevant order, booking, or notification email.
4. If the email is still missing, contact platform support for further investigation.

Important Notes

• Customer emails and restaurant staff emails are configured separately.
• Each notification type has its own toggle.
• Additional recipients may have different notification preferences.
• An enabled toggle does not by itself confirm that an email was successfully delivered.
• If the issue continues after checking the settings and inbox, further technical investigation may be required.

Quick Checklist

• Opened Settings → Notifications.
• Checked the relevant customer email toggle.
• Checked the relevant restaurant staff email toggle.
• Verified the primary contact email.
• Checked additional recipient addresses and settings.
• Checked the spam or junk folder.
• Contacted support if the issue remains unresolved.

Updated on: 22/10/2026