NomNom suggests returning guests as you type their name (see Recognising returning guests as you take a booking). If someone you know has been before doesn’t appear, one of the reasons below is usually why, and there’s nearly always another way to find them.
First, try their phone number or email
In NomNom Web, type into Find a returning guest by name, phone or email at the top of the Guest section. In the phone app, tap Name and use Search existing customers; if there’s no match you’ll see No customers found.
For a phone number, type just the last six digits — 900123 rather than the whole number. That finds them whether the number was saved starting 07 or +44.
Causes and what to do
- They’re saved under a different name. A guest keeps the name from the first booking made with their email or number — a nickname, their partner’s name, just Mrs Evans, or a spelling slip — and later bookings don’t change it. What to do: search by phone or email.
- Their number was saved with +44. Typing 07700900123 in one go won’t find a number saved as +44 7700 900123. What to do: search the last six digits.
- Their earlier bookings had no contact details. A booking with just a name, or with a stand-in such as a full stop in the email box, doesn’t add anyone to your guest list. What to do: take a phone number or email this time. They’ll come up from then on.
- They’ve changed their number or email. A guest’s record keeps the details it had first, so their new ones won’t find them. What to do: search by name, or by their old number or email.
- Your bookings came across from another system. If we moved your bookings over from your old booking system before late September 2026, only guests marked as VIPs or with notes were added to your guest list. Everyone else joins it the first time you save a booking for them with a phone number or email. What to do: their old bookings did come across, so find them with Search (see Looking up a guest and their booking history). If you’d like the rest of your old guests added, get in touch with us.
- They’ve only been to your other venue. Each venue has its own guest list. What to do: type their details in. They’ll be on this venue’s list from then on.
- It’s a very common name. Only the 20 closest matches are shown. What to do: type their full first and last name, or search by phone.
Good to know
- One guest, two entries. If a regular has booked with two different emails and numbers, they can appear twice. Either one is fine to pick.
- Nothing comes up for anyone? Suggestions need a connection and quietly stop appearing without one, so check your internet connection.
- Their past visits are still there. Search finds old bookings by name, reference, phone or email, even for someone who isn’t on your guest list yet.