⏱️ Estimated time: 5-10 minutes
👤 Role: System Administrator / Manager / IT Administrator
What you'll learn:
How to resolve "Cannot find the Mail Layout file" errors when selecting reservation documents.
How to troubleshoot "Failed to deliver the e-mail" errors from the Journey Email Service.
How to handle generic email configuration errors and escalate them effectively to your IT team.
When should I use this?:
Use this guide when staff members encounter errors while attempting to send reservation confirmations, when email layout templates fail to load, or when testing your system's email integration settings. Ensuring your document file paths and provider connections are correctly maintained prevents booking confirmation delays.
Before you start:
Confirm you have managerial access to the Manager menu within Premier.
If using Premier in a cloud environment, ensure you have access to your Open Drive (O:).
Ensure you have access to your organization's email account credentials or have your internal IT team on standby.
Step-by-step:
If you receive the error "Cannot find the Mail Layout file for this reservation document" when selecting a reservation document, verify the file location mapping.
Option A: Cloud Environments
Ensure the Mail Layout or Email Layout path is set to your Open Drive (O:) under Manager > General Menu > Reservation Documents.
Option B: Local / On-Premise Installations
Navigate to Manager > General Menu > Reservation Documents.
Locate the Mail Layout or Email Layout field.
Click the pencil icon next to the layout path to test access.
Verify that the file opens correctly on your PC.
Key Logic: Premier requires an active network path to retrieve document templates. If your PC cannot reach the designated folder path, the system cannot generate the email preview or output file.
Important Notice: If you are unable to access the directory where your templates are stored, please reach out to the Journey Support Team via live chat on our support portal or at support@journey.travel and we will do what we can to assist.
If you test your email settings (Manager > General Menu > Site > Site Settings > Email Setup > Test Settings) and receive the error "Failed to deliver the e-mail (error from Journey Email Service.) : "error":"Unknown Error", re-authenticate your provider connection.
Navigate to Manager > General Menu > Site > Site Settings > Email Setup.
Click Connect Email Provider.
Re-enter your email account credentials and authorization details.
Click Test Settings to confirm delivery is restored.
Key Logic: Email provider tokens and session authentications periodically expire or disconnect following security updates. Re-authenticating refreshes the connection between Premier and the Journey Email Service.
If testing your settings returns a distinct error message other than the "Unknown Error" listed above, capture the precise error output for investigation.
Navigate to Manager > General Menu > Site > Site Settings > Email Setup > Test Settings.
Highlight and copy the complete error text displayed on screen.
Forward the exact error message directly to the person or team responsible for managing your site's email infrastructure (typically your internal IT team).
Key Logic: Specific error strings usually point to external authentication changes—such as updated email passwords, altered SMTP/OAuth permissions, or account suspensions—which must be resolved within your mail server settings by an IT administrator.
Best practice:
Run periodic test emails: Test your email settings after any scheduled IT updates or password rotations to ensure system confirmations continue sending without disruption.
Keep pathing standardized: Avoid saving local layout templates to personal desktop folders; always use shared network paths or the cloud Open Drive (O:) so all workstation users can access the document templates.
Need assistance?: If you need a hand with template mappings or email settings, the Journey Support Team is available via live chat on our support portal or at support@journey.travel.