Emails aren't arriving (to you or to guests)

First decide which way the email is going: to you (booking emails, guest emails, alerts) or to your guests.

Emails to you

Check 1: Do your booking sites send to your TIOO address?

Booking sites such as Booking.com and Airbnb only send booking emails to the address you gave them. Your TIOO address is shown on Email addresses (Settings → Email addresses), for example [email protected].

What to do: set that address as the notification email in each booking site. See Forward your booking emails.

Check 2: Are you looking in the right tab?

Everything sent to your TIOO addresses lands in Messages, not in your own email.

Emails from booking sites are under Booking notifications.
Guest emails are under Inbox. Look in Archived and Trash too.

Check 3: Do you want a copy in your own inbox?

TIOO doesn't send a copy to your own email unless you ask.

Open Email addresses.
Under Forward a copy to my own email, turn on Forward a copy.
Type your address in Send copies to.
Press Save forwarding.

Owner or admin only. Forwarding is on Starter and above. Each copy counts towards your daily email limit (Check 7).

Check 4: Is the alert switched on?

Notifications (Settings → Notifications) lists which emails you get and the address they go to. Some are off until you turn them on, such as New guest messages. Turn on what you want and press Save notifications. Owner or admin only.

Check 5: Is it in your spam folder?

Look in your spam or junk folder and mark TIOO's emails as "not spam".

Emails and texts to guests

Check 6: Does the booking have the guest's email?

A calendar link from a booking site carries no email address. Until the booking email arrives (Check 1) or the guest checks in online, TIOO has nowhere to send. Open the booking: if it says "No email or phone yet", see A booking has no email or phone.

Check 7: Have you reached today's email limit?

Each plan sends a set number of emails a day (the Free plan: 40). When the limit is reached, emails stop until the next day starts in your business's time zone. Usage (Billing → Usage) shows how many you've used today. Owner or admin only.

What to do: wait until tomorrow, or move to a bigger plan.

Check 8: Are you sending texts?

Text messages (SMS) need Starter or above and come out of a monthly allowance. On the Free plan no texts are sent. When a text can't go, door codes and reminders go to the guest by email instead, if the booking has an email.

Check 9: Is it in the guest's spam folder?

Ask the guest to look in their spam or junk folder.

Still stuck?

If none of this explains it, contact TIOO support. TIOO can switch off sending for a business, for example after spam reports, and support can tell you if that has happened.