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, shown and changed in the Business email field under Settings, Dive centre |
| Invitation, password reset, daily schedule reminder, dive log request | The staff member's own email, spelled exactly as stored on Users |
| Booking emails, update link, pre-trip details check, waiver signing link, dive log copy | The Email on the customer's profile |
| Registration email with the check-in code | The address the guest typed on the registration form |
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.
- The registration email, "Your details are with …", goes once, right after a guest sends your registration form. Customers you add yourself do not get it, and guests who book online get the booking emails instead.
- An update link is emailed only when Also email it to … was ticked in the dialog, which it is by default when the customer has an address, or Email it was pressed on the Update link card. Without an email address on file neither is offered. If sending fails, a warning reads "The email could not be sent. Show the code or copy the link instead."; the link itself still works. See Let a diver update their details.
- The pre-trip email, "Before your dive on …", goes only when Pre-trip details check is switched on under Settings, Customer form. It leaves at 10:00 in your dive center's timezone, for reserved and confirmed bookings whose dive day is from tomorrow up to the chosen number of days ahead, and only to divers with an email address and something missing: a detail set to required that is empty, or a required waiver that is unsigned or runs out before the end of the dive day. Each booking is checked once, and again if its day changes. A booking made after the 10:00 run for the very next day gets none, because the next run only looks from the following day. Unlike the booking emails, it also covers bookings you created by hand.
- 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. It goes out on the day of the trip, at the first hourly check after the trip's departure slot has ended, in your dive center's timezone; an exact departure time shifts that window. A morning trip from 08:00 to 11:30 gets it around noon. The divers' copy goes once to each diver with an email address: a diver added to the group later, or whose address was entered later, gets it with the next save of the log. No-shows, cancelled bookings, withdrawn students and archived or anonymised customers do not get it. See How dive logs are requested.
- While DivePilot is locked because the trial ended or the subscription expired or was cancelled, neither the daily schedule reminder, the dive log requests nor the pre-trip emails are sent. See When access has ended.
- Staff never get emails about new online bookings, self-registrations, details a guest updated 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. Dive logs are the exception: a request to the group leader that could not be sent is retried every hour for up to 7 days, and a divers' copy that could not be sent goes out again with the next save of the log. So is the pre-trip details check: a booking whose email failed is checked again at 10:00 the next morning, as long as its dive day is still ahead.
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. |
| Registration email | Cannot be sent again. At the counter, find the customer by name instead of scanning the code. |
| Update link | Email it or Email again on the Update link card of the customer page sends the same link again. If the card reads "This link can no longer be shown or sent. Create a new one if it is still needed.", create a New link with Also email it to … ticked; the old link stops working. |
| Pre-trip details check | Cannot be sent again by hand. One that failed goes out with the next morning's check. To send a link now, use Send update link on the Update link card of the customer page or in the check-in panel. A link the pre-trip check already sent can be emailed again with Email again on that card. |
| 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 by hand. A diver who has not received it yet gets it with the next save of the log. |
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, the trial reminder and the subscription and payment emails use your dive center's default language. See Dates, times, amounts or languages look wrong.
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