---
title: How do I send and customize the Online Check-in link for my guests?
description: Turn on automatic sending of the check-in link by email, customize the template with {checkin_online_link} and see what to do if the link does not arrive.
---

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# How do I send and customize the Online Check-in link for my guests?

## Turn on automatic sending of the check-in link by email, customize the template with {checkin\_online\_link} and see what to do if the link does not arrive.

Online Check-in lets your guests complete their registration from their phone before they arrive. Here you will see how to send them the link, how to automate the email, how to customize it and what to do if it does not arrive.

## Ways to send the link

- **Manual sending:** you send the email to a guest from their reservation.
- **Automatic sending:** Chekin sends the email for you at the moment you choose.
- **Copy link:** you copy the link and send it yourself by WhatsApp, SMS, the platform chat or your own email.

Each reservation has its own unique link. The registration page is the same however you send it.

## How to send the link manually

The email uses a default template with brief information about your property and a button that opens the registration form.

1. Open the reservation.
2. Scroll down to the **Online Check-in** section.
3. Add the guest's email if it is empty.
4. Choose the language of the email and of the registration page. 9 languages are available.
5. Click **Send online check-in**.

![Online Check-in section of the reservation with the Send online check-in button](https://support.chekin.com/hs-fs/hubfs/image-png-Jan-19-2026-08-47-46-8801-PM.png?width=670&height=223&name=image-png-Jan-19-2026-08-47-46-8801-PM.png)

You will see a quick "Email sent!" notice:

![Email sent notice](https://support.chekin.com/hs-fs/hubfs/image-png-Jan-19-2026-08-50-42-0392-PM.png?width=670&height=239&name=image-png-Jan-19-2026-08-50-42-0392-PM.png)

In addition, the **Communications** counter of the reservation will go up by one. This number keeps increasing every time you send an email.

![Communications counter of the reservation](https://support.chekin.com/hs-fs/hubfs/image-png-Jan-19-2026-08-55-14-4600-PM.png?width=670&height=161&name=image-png-Jan-19-2026-08-55-14-4600-PM.png)

## How to turn on automatic email sending

Automatic sending is a property setting. If you have several properties, turn it on for each one.

1. Go to **Properties** and open the property.
2. Go to **Online Check-in**.
3. Turn on the **Send guest check-in link by email** switch. Below it you will see a preview of the default email.
4. Choose when it is sent: when the reservation is created, one week before, 72 hours before, 48 hours before or 24 hours before check-in. You can select several options so that the guest receives reminders.
5. Click **Save changes**.

![Automatic sending options for the online check-in email](https://support.chekin.com/hs-fs/hubfs/image-png-Jan-19-2026-08-57-25-3551-PM.png?width=670&height=158&name=image-png-Jan-19-2026-08-57-25-3551-PM.png)

The setting applies to all reservations of that property, even if you change it from a reservation.

## How to copy the link

Each reservation has its own unique link, which ties the registration to that specific reservation. Copy it from the **Online Check-in** section of the reservation and send it yourself (SMS, WhatsApp, personal email...) if you prefer not to use the default template. The link opens the registration form for the reservation.

![Button to copy the online check-in link](https://support.chekin.com/hs-fs/hubfs/image-png-Jan-19-2026-08-59-04-9760-PM.png?width=670&height=204&name=image-png-Jan-19-2026-08-59-04-9760-PM.png)

## When the email is sent

- The *When reservation is created* option sends the email as soon as the reservation is created in Chekin.
- The other options send the email that far ahead of the check-in date.
- If the reservation is created when that moment has already passed, that email is not sent (see "If the link does not arrive").

## How to customize the email with your own template

1. Go to **Account settings** and open **Communications**.
2. Go to the email templates and click **Create New Template** (or edit an existing one).
3. Enter the template name.
4. In *When would you like to send this email template to guests?*, choose when it is sent.
5. Choose the language. The template will only be sent to reservations in that language.
6. Write the text and include the tag **{checkin\_online\_link}** anywhere in the content.
7. Save the template.

Keep in mind:

- If the template does not include **{checkin\_online\_link}**, the guest does not receive the link.
- If there is a custom template for a language, it is used instead of the default email for that language.
- Creating or editing a template does not activate other automations.
- If the template combines two conditions, both must be met for it to be sent.
- The default language is changed in the property, under **Communications**.

## If the link does not arrive

Check these causes, from most to least common.

1. **The reservation does not have the guest's real email.** Airbnb does not provide it and Booking.com uses an alias email that may not deliver the message. Reservations that come in through iCal do not include an email either. Open the reservation, click **Copy link** in **Online Check-in** and send it yourself through the platform chat, WhatsApp or SMS. You can also use the property link, under **Properties** \> your property \> **Online Check-in**.
2. **Automatic emails are not retroactive.** They only apply to reservations created after you turn on the setting or the template. For earlier ones, use manual sending or **Copy link**.
3. **The reservation was created within the time window.** If, for example, the reservation is created on the same day or with less notice than the chosen option, that moment has already passed and the email is not sent. Create one template with *When reservation is created* and another one as a reminder.
4. **The template has two conditions.** Both must be met. If the reservation meets only one, it is not sent.
5. **The tag is missing.** Check that the custom template includes **{checkin\_online\_link}**.
6. **The email is in spam.** Ask the guest to check their spam or junk folder.

If none of this fits, write to [support@chekin.com](mailto:support@chekin.com) with your account email, the guest's name and the property.

## What the guest sees

If you send the email from the dashboard or turn on automatic sending, the guest receives an email in the chosen language with a button that opens the registration page. This is a sample in English, with the subject "Check-in Online available for your reservation in {nombre\_propiedad}":

![Example of the email the guest receives](https://support.chekin.com/hs-fs/hubfs/WhatsApp%20Image%202026-01-19%20at%2015-04-29-jpeg.jpeg?width=670&height=1002&name=WhatsApp%20Image%202026-01-19%20at%2015-04-29-jpeg.jpeg)

This page adapts to mobile and is the same whether you use the Chekin template or copy the link. It has these steps:

1. Confirm the reservation details: dates and number of guests, which can be changed.
2. Add the personal details. The required fields are the same as in the dashboard.  
   ![Personal details step of the registration page](https://support.chekin.com/hs-fs/hubfs/image-png-Jan-19-2026-09-11-12-5950-PM.png?width=670&height=289&name=image-png-Jan-19-2026-09-11-12-5950-PM.png)
3. Sign with the mouse or your finger and accept the terms and the privacy policy.
4. Add more guests or share the link with the rest of the group.

To request extra information, go to the **Account settings**, open **Online Check-in** and create a form under **Custom forms**. You can mark the questions as required or optional, and ask them only to the lead guest or to all guests.

**Important:** to share the registration with other guests, they must use the share option on the page or the link you sent them. Copying the URL from the browser does not open the page.

![Online check-in registration page](https://support.chekin.com/hs-fs/hubfs/image-png-Jan-19-2026-09-18-00-6565-PM.png?width=670&height=293&name=image-png-Jan-19-2026-09-18-00-6565-PM.png)

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