Troubleshooting email delivery issues

If an attendee tells you they did not receive a booking confirmation, reminder, cancellation or follow-up email, the issue can almost always be diagnosed in a few minutes. This article walks you through the checks in the order that solves the most cases first.

1. Verify your own email address is confirmed

Before meetergo sends emails on your behalf, the email address on your account must be verified. If your address is not verified, attendee emails for your meeting types may be held back.

Open your Profile settings
Check whether your email shows a verified badge
If it is not verified, request a new verification code and confirm it

If you recently changed your email address, complete the verification flow before relying on email delivery again. See How to change your email address.

2. Check the email log

Every email meetergo sends on behalf of your company appears in the email log, including the delivery status reported by the receiving mail server.

Open the Email log
Search for the recipient's email address
Click the entry to see the full delivery timeline

The email log keeps message data for 30 days. If you are investigating an older issue, the entry may no longer be available.

If you do not see the email at all in the log, it was never dispatched. The most common reasons are listed in section 4.

3. Understand the status

Each email has a status that tells you exactly where it is in the delivery process.

Status	What it means	What to do
Received	meetergo accepted the email and queued it for sending.	Refresh in a minute — it should move to Delivered or another status shortly.
Delivered	The recipient's mail server accepted the email.	The email is on the recipient's side. If they still cannot find it, ask them to check the spam or junk folder and search by the sender name.
Deferred	The recipient's mail server temporarily refused the email and asked us to try again later.	No action needed. The system automatically retries for several hours. Most deferrals resolve within 1–24 hours. Common causes: greylisting, temporary rate limits on the recipient side, or the recipient mailbox being briefly unavailable.
Bounced	The recipient's mail server permanently rejected the email.	Verify the address is spelled correctly. Typical causes: typo in the address, the mailbox no longer exists, mailbox is full, or the recipient domain blocks the sender. Ask the attendee to confirm their address or to provide an alternative inbox.
Suppressed	The address was previously marked as undeliverable and is being skipped to protect your sender reputation.	Confirm the recipient address is valid and currently working. If it is, contact meetergo support and we can review whether the address can be removed from the suppression list.
Failed	The email could not be sent at all.	Open the entry to see the error detail. Often this points to an invalid recipient address or a configuration issue on a custom sender (custom SMTP or Microsoft 365 connection).

4. The email is not in the log at all

If nothing shows up in the email log for the expected recipient, the email was never dispatched. Run through the following checks:

Was the booking actually completed? Open the booking in your Meetings list. If the meeting is not there, the customer never finished the form — there is nothing to confirm.
Did the attendee actually enter an email? Phone-only bookings do not trigger an attendee email. The host still receives a notification.
Are confirmation emails disabled for this meeting type? Open the meeting type → Communication and confirm the attendee confirmation template is enabled.
Is your email verified? See section 1.
Are you using a custom sender (custom SMTP or Microsoft 365)? Open the Email sender settings. If the connection shows an error, fix it — emails sent through a broken custom sender will not arrive. See Using a custom SMTP server and Using Microsoft 365 email.

5. Common recipient-side causes

When the log shows Delivered but the attendee insists the email never arrived, the issue is on the receiving side. Ask the recipient to:

Search every folder of their inbox, including Spam, Junk, Promotions and Trash. Search by the sender name as well as the booking subject — filtering rules sometimes route booking emails to unexpected folders.
Add the meetergo sender address to their contacts or safe-sender list so future emails are not filtered.
Check whether their mail provider is currently experiencing an incident or a rate limit (large providers occasionally throttle inbound mail).
Verify the address they gave you was spelled correctly. A single transposed character (e.g. .con instead of .com, or gmial instead of gmail) will cause a Bounced status — see the email log to confirm.

If a customer reports a missing confirmation right after booking, ask them to wait 30–60 minutes before retrying. Many "missing" emails turn out to be Deferred and arrive on the next retry.

6. Improve future deliverability

A few setup decisions improve deliverability long-term:

Send from your own domain. Configure a custom SMTP server or Microsoft 365 so emails arrive from your verified domain instead of the default meetergo sender. This significantly reduces spam-folder classification and increases recipient trust.
Customize your sender name. A recognizable sender name in the email log and inbox helps recipients find and trust your emails. See How to change your email sender address.
Use clear subjects. Generic or empty subject lines are more likely to be filtered. Edit your email templates to use specific, descriptive subjects.

Still stuck?

If you have worked through every step above and the email is still missing, contact meetergo support with:

The recipient's email address
The approximate time the email should have been sent
A screenshot of the matching entry in the email log (if one exists)

That information lets us check the delivery path end-to-end and reach the answer the fastest.