When a guest says their confirmation email never arrived, NomNom can show you in seconds whether it was sent, which address it went to and what it said. It’s usually a quick fix from there.
When a confirmation is sent
NomNom sends the confirmation email when the booking is first made — whether the guest booked online or your team took it — and only if the booking has a proper email address. It’s sent again, with the new details, if your team moves the booking to a different date or time, or restores it after it was cancelled, as long as the booking is still to come. Other edits don’t send a new one, and neither does correcting the email address. A guest who changes their own booking online is sent a fresh confirmation too, unless you’ve switched that email off.
Check what was sent
1. Open the booking. In NomNom Web, right-click it and choose View details. In the phone app, tap it and choose View Details.
2. Go to the Messages tab. Every email and text NomNom has sent for this booking is listed there, newest first, each with its status.
3. Open the confirmation. Click or tap it to see the To address, the From name and the wording the guest was sent.
In NomNom Web: right-click the booking → View details → Messages. In the phone app: tap the booking → View Details → Messages.
- Sent means NomNom has passed the email on for delivery. It isn’t proof it reached their inbox: NomNom can’t see whether an email bounced, went to junk or was opened.
- Pending means it’s waiting to go out, which normally takes a few seconds.
- No email in the list means no confirmation was sent — almost always because the booking had no email address, or one NomNom couldn’t use.
Emails only ever show Sent or Pending; Failed appears on texts.
The usual causes
- A typo in the address. Read the To line carefully: gmial.com, a missing letter, .co instead of .co.uk. If the To line shows your own address rather than the guest’s, NomNom couldn’t send to the guest’s address as it was typed.
- Their junk or spam folder. Ask them to look there, and in the Promotions and Updates tabs if they use Gmail.
- They’re looking for the wrong sender. The email doesn’t come from your own email address. It comes from your venue’s name followed by via NomNom — The Red Lion via NomNom, say — with a subject starting Booking Confirmation, unless you’ve set your own. Suggest they search for NomNom or your venue’s name. Replies come to the Sender Email in your Email Settings.
- The booking was never made. If you can’t find a booking for them at all, there was nothing to confirm. Book them in yourself and they’ll be sent a confirmation as normal.
Send it again
1. Correct the address first, if it’s wrong. In NomNom Web, click Edit booking on the booking’s Details tab, fix the email and save. In the phone app, fix it on the Details tab and tap Save Reservation. Saving doesn’t send anything on its own.
2. Click Send email. In NomNom Web it’s at the top of the Messages tab. In the phone app, tap Send Email on the Messages tab.
3. Choose Reservation confirmation. In NomNom Web it goes straight away. In the phone app you’ll see the address it’s going to — check it, then tap Send.
It shows the booking as it stands now, and appears in the Messages list.
Good to know
- See exactly what guests receive. With Copy my restaurant on confirmations switched on, a copy of every confirmation goes to your Sender Email. It’s on unless someone has turned it off, under Settings → Email Settings in NomNom Web and the phone app. Your copy travels with the guest’s email, so if yours arrived, theirs was sent too.
- A resent confirmation leaves out special requests. One sent from Messages doesn’t include the Special Requests section.
- Imported bookings brought over from another booking system aren’t sent a confirmation. Send one from Messages if a guest asks.
- Still not arriving? If the address is right, the email shows Sent and they’ve checked junk, get in touch and we’ll look into it with you.
To change what the email says, see Customising your confirmation emails. For everything NomNom sends and when, see Booking confirmations and reminders.