Why aren't customers getting Microsoft Bookings confirmations?

1. Is the default Customer email field still in use?#

This is the fix from the most-asked thread on the topic (136 people marked "same question" on Microsoft Q&A). Several people had hidden the standard email field and added their own custom field called "Email". Bookings treats a custom field as plain text, so it has no address to send to.

Check each service:

1. Open your shared booking page, then Services and select the service.
2. Go to Custom fields.
3. Make sure the built-in customer email field is present. Microsoft lists customer email, phone, address and notes as "non-removable fields" that can be made optional.
4. Keep it Required. Microsoft's FAQ is explicit: "If the system doesn't have the customer's email information, there's no way for the confirmation mail to be delivered to the customer". That includes the Teams join link.

If an admin has used Restrict collection of customer data in the Microsoft 365 admin center (Settings → Org settings → Bookings), confirm email collection wasn't restricted there too.

2. Are confirmations turned on for customers?#

Emails are driven by each service's settings. On the service's Notifications page, check that Email confirmation is set to go to customers (or customers and staff), not staff only. Remember that services are configured separately, so a problem with one service and not another usually lives here.

3. Does it only fail for external customers?#

If colleagues get confirmations but Gmail, Yahoo or other companies' addresses don't, the sender domain is the prime suspect. Look at a confirmation you received internally. If the From address ends in onmicrosoft.com, see why Bookings emails go to junk or bounce for the domain change and SPF, DKIM and DMARC checks.

4. Did the email leave the mailbox?#

Ask an Exchange admin to run a message trace for the customer's address:

• Delivered: it's in the customer's junk, quarantine or a filtered folder. Ask them to search for the business name.
• Failed with 550 5.7.1: the recipient's server rejected the sender. Fix the sender domain.
• Blocked or redirected by your own rule: a transport rule, connector or mail gateway in your tenant is catching mail from the booking mailbox. One widely read thread traced bounces to exactly this.
• No record at all: the booking didn't generate a customer email. Go back to checks 1 and 2.

5. Other things that stop customer emails#

• Typo in the address. Open the booking in the Calendar tab and check the customer's email.
• Bookings created through Microsoft Graph. The create-appointment API has an optOutOfCustomerEmail property. If an integration sets it to true, customers get nothing.
• Changes not applied yet. Microsoft says business-level setting changes can take up to 10 minutes, and tenant settings up to four hours.
• You changed text but not delivery. Editing "Additional information for Email Confirmation" doesn't affect whether mail is sent.

What Bookings doesn't offer#

As of September 2026, there's no delivery status per booking in the Bookings web app, no resend button that Microsoft documents, and no option to send confirmations from a different address per service. If customers mainly miss the reminders rather than the confirmation, see setting up reminder emails. If the email arrives but the meeting link is missing, see Teams link missing.