Fixing Merge Codes That Don’t Work in Email Templates

If you’ve noticed that your merge codes (for example, {guest_first_name}) are not being replaced correctly in your emails, the issue is often caused by extra HTML added by the built-in editor. This extra code can interfere with how merge codes are read and processed.

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Why This Happens

The editor automatically inserts additional HTML tags (especially when changing fonts, colors, or formatting). These tags can accidentally appear inside or around merge codes — breaking their structure and preventing them from being recognized.

For example, if you check the HTML source of your template, you might see something like this:

Dear <span style="font-family: Arial;">{guest_first_name</span>}

This is invalid because the merge code has been split apart by HTML tags. The system won’t recognize it correctly.

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How to Fix the Problem

1. Open the problematic email template under Website ? Email Templates.
2. Click Edit on the affected template.
3. Highlight all the text in the editor (press Ctrl + A).
4. Copy it (press Ctrl + C).
5. Open Notepad (or any plain-text editor).
6. Paste the content into Notepad.
   This step removes all extra formatting and hidden HTML.
7. Now, copy the cleaned text from Notepad and paste it back into the editor in ReservationKey.
8. Click Save Changes.

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Check the Source Code

After pasting back, click Source in the editor to verify your merge codes look clean and complete. For example, this is correct:

Dear {guest_first_name},

Make sure there’s no HTML code between or inside the curly braces.

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Apply Changes to Pending Messages

When saving, ensure you check the box labeled:

“Update any unsent messages to now use this template.”

This updates any queued emails that were still using the broken version of your template.

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Prevention Tips

• Avoid applying too many font or style changes directly in the email editor.
• If you need to apply design styles, add them outside of the merge codes (not between the curly braces).
• Always preview your email templates and test-send before activating them.

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Summary

• Broken merge codes are usually caused by extra HTML added during editing.
• Use Notepad to remove all formatting and restore clean merge code syntax.
• Check your HTML source to ensure merge codes appear exactly like {field_name}.
• Use the “Update unsent messages” checkbox when saving to fix any pending emails.

Following these steps should restore your merge codes and prevent similar issues in the future.