Forms, email and bookings

Troubleshoot email delivery

First identify whether the missing message is a normal website email or a newsletter. They use different sending settings.

Website emails

Contact, booking, order and refund emails normally use Nune-managed website email unless your own site SMTP is configured.

  1. Confirm the customer entered a valid address.
  2. Confirm the site's admin recipient or the contact form's recipient override is correct.
  3. Send a website-email test from Site, Email And Integrations.
  4. Check spam, junk and mailbox filtering.
  5. For bookings, open Bookings > Email Log and search by recipient or email type.
  6. For orders, open the full order and check Email history.

Contact-form submissions are saved under Mail > Messages even when their notification email fails.

Newsletter emails

Newsletters require complete client Newsletter SMTP details: host, username, password and From email.

  1. Resolve any Newsletter SMTP warning shown in the Mail screens.
  2. Send a template test or admin campaign preview.
  3. Confirm the intended list was selected.
  4. Check that the recipient is Subscribed, not Pending or Unsubscribed.
  5. Open Mail > Manage Newsletters and review its status and queue totals.

Draft has not been queued. Scheduled is waiting for its date and time. Queued is awaiting or undergoing background delivery. If a due campaign remains queued without its sent total increasing, contact Nune support with the newsletter ID and scheduled time.

Check SMTP details

Use the exact host, username, password, port and security method supplied by the email provider. Common settings are port 587 with TLS or 465 with SSL, but the provider's instructions take priority.

Use a From address authorised by the SMTP service. Ask the provider to confirm SPF, DKIM and DMARC records for the sending domain. These records and a consistent sender improve delivery but cannot guarantee inbox placement.

Never send passwords in a support message. State the error shown, the affected email type, recipient, approximate time and relevant order, booking or newsletter ID.