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Why can't my guest see his booking?

I have a guest coming in June, but he can't find his booking. I have his phone number through booking, so we are able to communicate, but he needs to find his booking, and he can't. I tried to to 'Request to change dates', but it keeps asking me to try again in a moment, because something went wrong. 



Once reservation is done, the guest use to have confirmation mail from, thus you could request guest to follow his mail.