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Portal-Mailgun

Portal guide to connect Mailgun account

Written by QA

. 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:

  1. Go to Settings → Customization → Key Notifications

  2. 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

  1. In Apps → Mailgun, click Connect

  2. Enter:

    • Account / Domain information

    • API Key

    • Webhook Signing Key

  3. 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

  1. Open the Templates tab in App>Portal

  2. 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

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