When someone is waiting for an email from DivePilot, three checks solve almost every case: the spam folder, the address it went to, and whether an email was due in the first place.
Spam and the sender
Emails come from noreply@divepilot.app. Look in the spam or junk folder and in any other tabs your mail app sorts messages into, and make sure that sender is not blocked. Guest emails carry your dive center's business email as the reply address, so a guest who presses reply reaches you. Account and staff emails have no reply address of their own, so a reply only reaches the no-reply sender.
Which address it went to
| Goes to | |
|---|---|
| Sign-up verification code, trial reminder, subscription and payment emails | The dive center's business email from sign-up, which cannot be changed in the app |
| Invitation, password reset, daily schedule reminder, dive log request | The staff member's own email, spelled exactly as stored on Users |
| Booking emails, waiver signing link, dive log copy | The Email on the customer's profile |
A typo in any of these sends the email to the wrong address, and DivePilot does not tell you.
Was an email due at all?
- Bookings you create by hand never email the guest, not when created, confirmed or cancelled. Only bookings made on your booking page do. See Emails your guests receive.
- Send signing link for a customer without an email address creates the link but sends nothing, and shows no warning.
- A password reset is not sent to an unknown address, a deleted user, or someone who never accepted their invitation.
- The daily schedule reminder goes only to people who have not switched off Daily schedule reminder under Edit profile and, tomorrow, are the boat master or in a group's staff on a trip, or the instructor of a course session. It leaves around 20:00 in your dive center's timezone.
- A dive log request goes only to a group's staff leader. For a trip on its departure slot it goes out shortly after midnight at the end of the trip day, in your dive center's timezone. For a trip with an exact departure time it usually goes out at the first hourly check at least one hour after that time. The divers' copy goes out once, when the log is first saved, and only to divers with an email address. See How dive logs are requested.
- Staff never get emails about new online bookings, self-registrations or signed waivers. Those arrive in the bell, see Notifications.
Failed emails are not retried
If an email cannot be delivered, DivePilot does not try again, and there is no delivery status to look up in the app. Send it again, or reach the person another way.
Send it again
| How to send it again | |
|---|---|
| Invitation | Resend invite on the person's row in Users. The old link stops working. See An invitation link has expired. |
| Waiver signing link | On the customer's Waivers tab, open the waiver marked Link sent and press Resend email, or Copy link and send it by message yourself. Resend email adds a second pending request with a new link; the first stays valid until it expires. |
| Verification code | Resend code on the code page |
| Password reset | Request it again from Forgot password?. Only the newest link works. |
| Booking emails | Cannot be sent again. Contact the guest directly. |
| Dive log request | Cannot be sent again. Open the form from Open the dive log on the group's card on the trip page and share that page's address with the leader. |
| Dive log copy for divers | Cannot be sent again |
The email is in the wrong language
Guest emails use the Language on the customer's profile. Staff emails use the recipient's own language from Edit profile; an invitation uses the language picked when the person was added. The sign-up code and the subscription and payment emails use your dive center's default language, and the trial reminder is always in English. See Dates, times, amounts or languages look wrong.
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