Triggers in Lodgix automate emails, SMS messages, and other actions based on reservation events. When a trigger is not firing as expected, the cause is almost always one of the issues listed below. Work through them in order before contacting support.
The Trigger is Not Active
A trigger must be set to Active before it will fire. An inactive trigger is skipped entirely, regardless of any other settings.
To check: go to Settings > Triggers, open the trigger, and confirm the Active switch is turned on. (On the Triggers list, the same state is shown in the Enabled column.) Save the trigger after making any change.
The Trigger Conditions Do Not Match The Reservation
Every trigger fires only when the reservation satisfies all of its configured conditions. Common mismatches include:
Send for Channels — a trigger set to include only Airbnb reservations will not fire for a Vrbo or direct booking.
Send for Properties — a trigger scoped to specific properties will not fire for properties that are excluded or not listed.
Other conditions — conditions such as reservation length, guest status, or rental agreement status all act as additional gates. If any condition is not satisfied, the trigger is skipped.
To check: open the trigger in Settings > Triggers and review the channel, property, and condition settings. Compare them field by field against the reservation that did not receive the message.
The Trigger Requires A Payment Status The Reservation Hasn't Reached
Some triggers are configured to fire only when the invoice reaches a specific status, such as Confirmed (deposit paid) or Paid-in-full. If the invoice has not yet reached that status at the time the trigger is evaluated, the trigger will not fire.
To check: open the reservation and note the current invoice status. Then open the trigger in Settings > Triggers and confirm the invoice status condition matches.
The Reservation's Booking Channel Is Excluded
Triggers can be set to exclude specific booking channels. If a reservation came from a channel that is on the exclusion list, the trigger is intentionally skipped — this is expected behavior.
A common example: payment request triggers are typically excluded for Airbnb reservations because Airbnb collects payment directly from the guest. Sending a payment request to an Airbnb guest would be incorrect since they have already paid through Airbnb.
To check: open the trigger in Settings > Triggers and review the channel include/exclude settings. Confirm the reservation's source is not on the exclusion list.
The Guest Email Address Is Missing Or Has Bounced
If the trigger sends an email and the guest's email address is blank, invalid, or has previously hard-bounced, the message cannot be delivered.
To check: open the guest profile and confirm a valid email address is on file. If the address has bounced in the past, the guest will need to provide a corrected address before email delivery can succeed.
The Trigger Is Disabled For This Specific Reservation
Triggers can be switched off for a single reservation without affecting any other reservations. Open the reservation, go to the Triggers tab of the Guest Control Panel, and confirm the trigger has not been disabled for that reservation.
How Trigger Timing Works
Understanding how triggers are scheduled helps diagnose a different class of missed triggers:
Event-based triggers fire shortly after the event occurs — typically within a few minutes of the reservation being created or updated.
Scheduled triggers fire at the configured time relative to an event, such as 7 days before check-in or 1 day after checkout.
For last-minute bookings, you have a built-in option. When a reservation is created after a scheduled trigger's normal fire time has already passed — for example, a booking made only 2 days before check-in for a trigger set to fire 7 days before — Lodgix can still send that trigger if you enable the Last minute bookings switch on the trigger. With this switch on, the trigger is evaluated for late-arriving reservations and fires as soon as the booking is created, so guests on last-minute bookings still receive the message.
To enable it: open the trigger in Settings > Triggers and turn on the Last minute bookings switch, then save.
Even with this switch on, a trigger will not fire once its anchor date has passed: for arrival-based triggers a booking entered after check-in will not fire them, while departure-based triggers can still fire up until checkout.
Cancelled reservations and blocks are a special case: date-based triggers (those tied to arrival or departure dates) do not fire for cancelled reservations or for blocks. Triggers built on the cancellation event itself do fire when a reservation is cancelled, and a trigger that was already queued before the cancellation may still send.
How To Verify Whether A Trigger Fired
After creating or editing a trigger, you can check whether it fired for a specific reservation:
Open the reservation and navigate to the Triggers tab of the Guest Control Panel.
Check the trigger activity log there for the status of each trigger.
For a broader history across all reservations, go to Reports > Triggers Log.
In the Triggers Log report, each attempted send shows a status per recipient: a green check (sent), a red x (failed), or an orange info icon (skipped) along with the reason for the skip.
Important: the log only shows triggers that reached the sending stage. If a trigger never matched the reservation, or its scheduled send time has not arrived yet, there is no log entry. If the send time has clearly passed and the log is still empty, the causes above (especially the Last minute bookings setting) are the first places to look.
If a trigger shows as fired but the guest did not receive the message, the issue is likely delivery-related (invalid email, spam filter, or SMS carrier rejection) rather than a trigger configuration problem.
If The Triggers Log Shows A Skipped Status
An orange info icon in the Triggers Log means the trigger matched the reservation but the message was intentionally skipped. The most common reasons:
No email address — the recipient has no email address on file, or has a system-generated email address (common with some channel guests).
Blocklist — the recipient's email address is on the blocklist, so messages to it are suppressed.
SMS without opt-in — guest SMS messages require a phone number on file and the guest's SMS opt-in.
"Too many requests. Throttled." — the account has hit its daily trigger email limit. Contact Lodgix support if you see this regularly.
Summary Checklist
Trigger is set to Active
Channel and property filters include this reservation's source and property
Invoice status on the reservation matches the condition on the trigger
The reservation's channel is not on the trigger's exclusion list
The guest has a valid, non-bounced email address on file
The trigger has not been disabled for this specific reservation on the Guest Control Panel Triggers tab
For scheduled triggers that should reach late bookings: the Last minute bookings switch is turned on
If you have checked all seven items and the trigger still does not fire, contact Lodgix support with the trigger name and the reservation number so the team can investigate.