If your template variables are not populating as expected, there are a few common reasons why this may happen. Follow the steps below to identify and resolve the issue.
Step 1: Check If the Guest Profile Contains the Variable
Start by verifying that the guest or contact profile actually has the variable you are trying to use in the template:
Open the guest profile, go to Details and look for the specific field linked to the variable.
If the field is empty or missing, the variable will have nothing to pull from and will not populate.
Step 2: Check for Whitespaces in the Profile Field
If the profile does have the variable but it is still not populating, check whether there are any unintended whitespaces in the field value:
A space before or after the value can sometimes prevent the variable from being read correctly.
Remove any leading or trailing whitespaces and try again.
Step 3: Remove Any Empty Spaces Within the Variable Name
Spaces within a variable name are not allowed and will prevent it from working correctly:
Check the variable name for any spaces between words
If spaces are found, remove them or replace them with underscores
Example:
❌ first name
✅ first_name
📌 Note: Variable format is now validated when the template is created, not just when it is sent. If a variable name contains spaces or unsupported characters, the system will block you from saving the template entirely. If you are seeing a validation error when creating or editing a template, the variable name is likely the cause.
Step 4: Check for Invalid Symbols in the Variable Name
Variable names should only contain underscores as special characters. Using other symbols can cause the variable to break or not populate.
Avoid using slashes ( / \ ) in variable names as these are known to cause issues
Replace any slashes or unsupported symbols with underscores ( _ )
Example:
❌ first/name
✅ first_name
ℹ️ Info:
Variable names may contain letters, numbers, underscores ( _ ), and dots ( . ) only. All other characters — including slashes, spaces, and hyphens — will cause the variable to fail.
✅ first_name booking.confirmation_number
❌ first name dd/mm/yyyy first-name
Step 5: Check If the Variable Is Valid
Make sure the variable you are using is a recognised and supported variable within the system:
Using an unsupported or incorrect variable name will result in it not populating
Speak to Support team to confirm the variable name is correct
Still Not Working?
If you have gone through all the steps above and the variable is still not populating, please reach out to your support team via the in app live chat with the following details:
The exact template name
The exact variable name being used
Guest profile url
A screenshot of the guest profile field and the template
This will help our team investigate the issue further.