. What You Need Before Connecting Mailgun
To connect Mailgun successfully, make sure you have:
Access to Apps tab in Portal and search for Mailgun
A Mailgun account
Starter or Standard plan for custom domains
The free plan can only send to manually verified recipients
A verified Mailgun sending domain
SPF and DKIM are correctly set up
An authorized From address
Your:
Mailgun API Key
Webhook Signing Key
Account / Domain details
2. Enable Email Notifications in Portal
Before connecting Mailgun:
Go to Settings → Customization → Key Notifications
Ensure Email is enabled
If Email is disabled here, automatic emails will not be sent.
3. Open the Mailgun App
You can access Mailgun in two ways:
Go to the Apps tab and search for Mailgun
4. Configure Mailgun
In Apps → Mailgun, click Connect
Enter:
Account / Domain information
API Key
Webhook Signing Key
Click Save to connect
Expected Result
If credentials are valid → integration saves successfully
If credentials are invalid → error message appears and integration is not saved
5. Email Templates in Portal
When the Mailgun app is connected or updates the integration API key or domain, a modal will be displayed to the user with an option to create the default templates in their Mailgun account.
After creating, the "Templates" tab displays a list of available email templates.
If a selected template is removed:
It will be displayed as a deleted template next to the template name.
A "Create template" button will appear next to the template, allowing staff to create the default template in the property's Mailgun account.
A message will be displayed in the integration's overview tab to notify the user of missing templates, and a red dot will appear on the templates tab.
If more than one template is removed, a "Create all missing templates" option will be displayed at the bottom of the events
These templates are used when sending guest access emails.
6. Syncing Templates
Open the Templates tab in App>Portal
You will see:
Access is ready
Access is ready (Plain Email)
To sync successfully:
Click Check All Templates any time you:
Change content
Update variables
Fix mismatches
7. Sending Emails via Mailgun
When Mailgun is connected and templates are synced:
Portal sends emails using your Mailgun domain
Branding and From address come from Mailgun
Emails are sent when:
A Key is created
Access is generated
Credentials are issued
Delivery Timing
Allow up to ~1 minute
Timestamps follow the Portal timezone
8. Fallback Email Behavior
If Mailgun is not connected:
Portal automatically uses its default mailing service
Emails are still sent
If a template is deleted in Mailgun:
Portal continues sending emails
System falls back to the default system template
On the first failed send attempt, the system sends a notification to inform staff about the template issue.
Deleting a template in Mailgun does not break email delivery.
9. Customisation vs Manual Sharing (Important)
Email Disabled in Customisation
Automatic emails are not sent
Applies to:
Key creation
PMS-based flows
Automatic credential delivery
Manual Share Overrides Disable
When staff manually share credentials from Key Details:
Email is always sent
Even if Email is disabled in Customisation
Template used:
Property template (if exists)
Otherwise, default system template
11. Edge Cases & Errors
Invalid API or Webhook Key
Integration fails to save
Re-enter the correct keys
Free Mailgun Plan
Can only send to manually verified recipients
Custom domain sending requires Starter or Standard
Template Mismatch
Sync fails
Variables render incorrectly
Fix names and variables exactly as shown in Portal
Rotated or Revoked Keys
Integration breaks
Update keys in Apps → Mailgun
11. Troubleshooting Checklist
Emails Not Arriving
Confirm Email is enabled in Customisation
Check Apps → Mailgun connection
Verify SPF/DKIM
Ensure templates show Synced and Ready to Use
Check the spam folder
Review Mailgun logs
Allow ~1 minute
Templates Not Syncing
Names must match exactly
Variables must be case-sensitive
Click Check All Templates after changes
Need to Email Guests on Free Plan
Upgrade to Starter or Standard
Verify sending domain
13. Security Best Practices
Treat API & Webhook keys like passwords
Rotate keys regularly
Restrict access to Apps → Mailgun
Never share keys in chats or screenshots
FAQs
Q: Which templates are supported?
A: Access is ready, and Access is ready (Plain Email)
Q: Where do I find template variables?
A: In Portal’s Apps tab>Mailgun> Template tab (case-sensitive)
Q: When are emails sent?
A: As soon as a Key is issued and access is generated
Q: What if Mailgun is not connected?
A: Portal uses its default mailing service
Q: Can I use different From addresses per property?
A: Yes, using separate verified Mailgun domains per property