Audience:
Receptionists / Clinic Managers
Purpose:
To quickly locate "missing" emails before opening a support ticket, and to train your local email software to recognize patient forms.
1. The "False Alarm" Reality
90% of the time, when a booking notification seems missing, it was successfully delivered but has been filtered by Outlook, Gmail, or Apple Mail. Before contacting support, please perform this 3-minute check.
2. The Checklist
Check the "Junk" or "Spam" Folder: If you find the email here, do not just move it. You must right-click it and select "Mark as Not Junk" (Outlook) or "Report not spam" (Gmail). This teaches your email provider to trust these messages in the future.
Check the "Promotions" or "Other" Tab: Outlook (Focused vs. Other) and Gmail (Primary vs. Promotions) often categorize automated notifications as marketing. Drag the email to your "Primary/Focused" inbox to fix this.
Search by Sender Address: Use the search bar to look for
noreply@your-clinic-domain.com. Sometimes emails are accidentally archived or moved to sub-folders by internal rules.
3. Still missing?
If you have checked all three areas and cannot find the notification, please follow the steps in our "Reporting Delivery Issues" guide so we can trace the email in our server logs.