Our emails are going to spam

Confirmations, reminders, or receipts are landing in customers’ spam folders.

Most common cause

The From address doesn’t match your business domain. By default JustBook sends from its managed address, noreply@justbookapp.com, with the sender name you choose. Some inboxes are stricter when the visible name (say, Marigold Studio) doesn’t line up with the sending address’s domain, and may file those messages as spam. This is a deliverability quirk, not a JustBook fault — but you can improve it.

Fix: if you have a plan that includes your own sender, send from your own mailbox so the From address matches your domain. Set it up in Settings → Integrations → Messaging & Email by turning on Use my own sender and entering your mail provider’s details, then Save & Send Test to confirm delivery.

Checklist

1. Set a clear sender name. On the default sender, enter a recognizable Sender name (your business name) in Settings → Integrations → Messaging & Email so customers recognize the sender.
2. Send from your own mailbox where you can. A From address on your own domain is the biggest deliverability improvement. This is a plan feature — turn on Use my own sender and fill in your SMTP details.
3. Run the test send. Use Save & Send Test and confirm the message reaches the inbox, not spam. If a test fails, JustBook keeps using the default address so customers still receive email.
4. Set up your domain’s email authentication. With your own mailbox, add the SPF, DKIM, and DMARC records your mail provider recommends. These tell inboxes your mail is legitimate and are the single biggest factor in staying out of spam.
5. Ask a customer to mark it “not spam.” Once a recipient does this, future emails from the same sender are far more likely to reach their inbox.
6. Check the address is right. A one-time sign-in code counts here too — if a code isn’t arriving, see My customer didn’t get the one-time code.

Related

• Guide: Email sender identity
• Guide: Notification channels