Between 29 September 2026 at approximately 14:45 (BST) and 30 September 2026 at 12:33pm (BST)am, our email notification service experienced a disruption. During this window, no outbound emails were sent from any ResDiary diary. The service has now been fully restored.
â ď¸Important: Emails that were not sent during the outage window cannot be automatically resent. Please follow the steps below to identify and manage affected bookings.
What happened
Between 29 September 2026 at approximately 14:45 (BST) and 30 September 2026 at 12:33pm (BST)am, no outbound emails were sent from any ResDiary diary. This means your customers did not receive:
Booking confirmation, modification, and cancellation emails.
Standby list emails.
Event emails.
Waitlist emails.
Voucher emails.
Post-dining emails.
Payment request emails.
Reminder emails.
Pre-order emails.
Venue notification emails: Booking made, modified or cancelled.
Reset password emails.
Marketing emails: For venues using the marketing email feature.
All bookings, amendments, and cancellations made during this period have been recorded correctly in the system, this issue affected email notifications only.
đNote: If your diary has SMS notifications enabled, these were not affected and will have been delivered as normal.
Emails are now restored
The email notification service was fully restored at 12:33pm (BST)am on 30 September 2026. All email notifications are now sending normally. Any new bookings or changes made from this point will generate emails as expected.
Action required
Emails that were not sent during the outage window cannot be automatically resent. Please take the following steps for any bookings made between 29 September 2026 at approximately 14:45 (BST) and 30 September 2026 at 12:33pm (BST)am:
Run a bookings report in your diary for the period 29 September 2026, 14:45 (BST) to 30 September 2026, 12:33pm (BST) to identify all affected bookings.
Manually resend payment request emails from within each affected booking. This is the most urgent action, if your diary is configured to automatically release unpaid bookings after a set time frame, customers may not have received their payment link and bookings could be at risk of being released.
Manually resend confirmation, reminder, pre-order, and other emails as needed for bookings made during the outage window.
Check your incomplete bookings report for any bookings that may have been automatically released due to non-payment during the outage. These will need to be reinstated manually in the diary.
Report on purchased vouchers and manually resend them to your customers.
đNote: We are investigating whether we can assist with bulk resending of notifications on your behalf and will be in touch as soon as we have more information.
Our apology
We understand how critical reliable communications are to your business and your customers. We take full responsibility for this disruption and are reviewing what happened to ensure it does not occur again. We will share a full incident summary with you in due course.
If you need any assistance, please contact our support team through the Access Digital Assistant.
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Frequently asked questions
Below you can find a list of our frequently asked questions on this topic.
Has my booking been recorded correctly?
Yes. All bookings, amendments, and cancellations made during the affected period have been recorded correctly in the system. This issue affected email notifications only, your booking data is safe.
Which types of emails were affected?
All outbound emails from ResDiary were affected during the outage window (29 September 2026, approximately 14:45 (BST) to 30 September 2026, 12:33pm (BST)am). This includes:
Booking confirmation, modification, and cancellation emails.
Standby list emails.
Event emails.
Waitlist emails.
Voucher emails.
Post-dining emails.
Payment request emails.
Reminder emails.
Pre-order emails.
Venue notification emails: Booking made, modified or cancelled.
Reset password emails.
Marketing emails: For venues using the marketing email feature.
Is the service now fixed?
Yes, the email notification service was fully restored at 12:33pm (BST)am on 30 September 2026. All emails are now sending normally.
Are SMS notifications affected?
No, SMS notifications use a separate provider (Silver Street) and were not affected. Customers who have a mobile number on their booking and whose diary has SMS enabled will have received their SMS notifications as normal.
Can ResDiary resend the missed emails for me?
We are actively investigating whether we can resend notifications on your behalf in bulk and will update you as soon as we know. In the meantime, emails can be resent manually from within each booking in your diary.
How do I find out which bookings were affected?
Run a bookings report in your diary for the period from 29 September 2026, 14:45 (BST) to 30 September 2026, 12:33pm (BST). This will show all bookings made during the outage window.
My diary sends payment request emails, what should I do?
This is the most time-critical action. Customers will not have received their payment link. If your diary is set to automatically release unpaid bookings after a set time frame, those bookings may be released without the customer having been notified. Please go into each affected booking and manually resend the payment request email as soon as possible.
A booking has already been released from my diary, what do I do?
Bookings released due to non-payment during the outage will appear in your incomplete bookings report. You will need to reinstate these bookings manually in the diary. Please contact our support team through the Access Digital Assistant if you need assistance.
Who do I contact if I need urgent help?
Please contact our support team through the Access Digital Assistant. We are prioritising all tickets related to this incident.