Emails: confirmation, reminder and follow-up

Every event can send four emails to customers: the confirmation with the tickets, a reminder, a follow-up and the waitlist email. You switch them on, pick their timing and open their editors on the event's Emails tab.

Where to find it

Open the event, then Event settings, then the Emails tab. It has two sections.

• Email delivery: how tickets are delivered and whether the PDF is attached. These settings save with Save in the Shopify admin save bar.
• Event emails: one card each for Confirmation, Reminder, Follow-up and Waitlist. A card's switch and timing save the moment you change them.

Each card has Customize, which opens its drag-and-drop editor, and an Actions menu with Preview last saved and Edit code. The badge on a card reads "On", "Off", "Always on" or "Held for review".

On a recurring series, the email settings live on the series and are copied to every date.

One email per ticket or all in one

Delivery mode has three options.

• Individual (one email per ticket) is the default. Each attendee gets their own email at the address given in the popup. When names come from the Shopify order instead, every ticket carries the buyer's address, so the buyer gets one email per ticket.
• All-in-one (one email per order) sends the buyer one email with every ticket.
• Customer choice lets the shopper pick under "Ticket delivery": "Send to each attendee" or "Send all tickets in one email to me". The Show delivery choice in setting picks where they see it: Inside the attendee popup (the default) or On the product page.

A shopper who ticks "Book all tickets under one name" always gets one email.

A one-ticket email shows the QR code and a "View your ticket" button to the online ticket page. An email with several tickets lists each ticket with a link to its own page and shows no QR codes.

The confirmation email

The confirmation is always on. It goes out as soon as Shopify reports the order paid, normally within seconds.

• A free order with a 0.00 total is handled when the order is created, because Shopify never marks it paid.
• An order waiting for a manual payment gets no tickets and no email until it is paid.
• A free registration made in the popup, without checkout, gets the same email and follows the event's delivery mode.
• The subject reads "Your ticket for [event]", or "Your [count] tickets for [event]" when the email holds several. Change the wording per language under Settings, Storefront text.
• With customer languages on, each email is written in the language the ticket was bought in. Otherwise every email uses your default customer language.
• On an online event the email carries the join link. For a meeting Zoom creates, the email waits up to 10 seconds for Zoom and then goes without the link.
• For a bundle ticket, the buyer's first confirmation email holds the claim links for the other seats. No later email repeats them.

The single-ticket QR code is an image the app hosts, so email apps that strip embedded images, such as Gmail, still show it. The app serves that image only while the ticket is active.

Add to Apple Wallet

The confirmation email carries Apple's "Add to Apple Wallet" badge for each active ticket. It sits under the "View your ticket" button in a one-ticket email, and under each ticket's own link when the email holds several. The pass carries the same QR code as the PDF.

• It is on by default. The "Apple Wallet" switch on the event's Checkout tab turns it off, together with the badge on the thank-you page.
• It shows on every device, because an email cannot tell where it will be opened.
• There is nothing to set up. While Apple Wallet is not available in the app, no badge shows.
• The reminder, follow-up and waitlist emails do not carry it.

With Edit code, {{apple_wallet_url}} gives the pass link. In an email with several tickets it is the first ticket's link, and it is empty whenever the badge would not show. What the pass looks like is in the online ticket page article.

Attach the PDF or link to it

Attach PDF to email is off by default. When you turn it on, the switch warns: "Attaching files to emails can affect deliverability and spam filtering. We recommend linking to the ticket page instead."

• Off: the email links to the online ticket page, which has a Download PDF button.
• On: one PDF per ticket is attached, in Individual and All-in-one mode alike. The email text stays the same.

If a PDF cannot be built, the email still goes without that attachment.

The reminder

The reminder is off by default. On the Reminder card, turn on Send reminder email and pick Hours before event: 1, 2, 6, 12, 24 (the default), 48, 72 or 168 hours.

• The event needs a start date. Without one the card says "Set an event start date in Event settings for the reminder to be scheduled."
• Every guest with an active ticket and an email address gets one reminder per address. A guest with three tickets gets one email listing the three ticket codes.
• Cancelled, refunded and unclaimed tickets are skipped, and so are tickets waiting for a date.
• On a series, each date sends its own reminder.
• Moving the event date re-plans the reminder. Guests already reminded about the old date get a new one.
• The subject reads "Reminder: [event] is coming up!".

A reminder is never sent late. If the event has started, it is skipped. Turning it on after the send time has passed does not send it.

If nothing could be sent for an hour, for example during a mail outage, the reminder stops. The guests it missed never get it, and the Delivery problems card lists how many.

The follow-up

The follow-up is off by default. Turn on Send follow-up email and pick Hours after event ends, from 1 hour to 168 hours (1 week). The default is 24 hours.

It follows the reminder's rules: one email per guest address, active tickets only, never late. It is never sent once the event ended more than 7 days ago. Turning it on after the event ended shows "This event has already ended, so no follow-up will be sent."

A Reminder or Follow-up card can show "Held for review". The app paused a schedule from before a 2026 safety change, or one whose earlier delivery it could not confirm. On a one-time event, press Approve future schedule. Only future sends are approved; overdue emails are never sent.

The waitlist email

The waitlist email is on by default. The Waitlist card's switch is the same setting as Enable waitlist on the Attendee information tab. Turning it off also hides the waitlist signup on your store.

• When a seat frees up, the app emails the oldest people on the waitlist, one per free seat. A refund, a cancelled order, a cancelled ticket or an order edit that removes tickets all free a seat. So does a ticket moved off a date or a cancelled class booking. Deleting a ticket does not email the waitlist.
• The email does not hold the seat for them. They still have to buy, and the first to check out gets it.
• You can also notify people by hand from the event's Waitlist tab.
• Until you customize and save a waitlist design, people get a built-in email. It has the subject "Tickets now available - [event]" and a "Get Your Tickets" button to the event's product page.
• It never contains a join link, since nobody on a waitlist holds a ticket.
• Shoppers get no email when they join the waitlist.

Sender name and replies

Every customer email shows your sender name. Set it in the app's Settings, under Email sender name, in the Sender name field. Left empty, emails go out as "Easy Tickets", so type your store or brand name.

The emails are sent from the app's own address. You cannot send them from your own domain.

Customer emails have no reply-to address. When a customer presses Reply, the message goes to the app's sending address and does not reach you. Put your contact details in the email's Footer text, and in the contact details of the online ticket page.

Test emails and previews

• In each email editor, Send test email sends the design you are working on, unsaved edits included, to any address. It uses a sample attendee, "John Smith" with ticket "#1001", and the subject starts with "[Test]".
• On the Emails tab, Preview last saved in a card's Actions menu shows the email exactly as last saved.
• When an email uses your own HTML from Edit code, the test send still uses the visual design. Preview last saved shows the HTML customers really get.

The editors themselves are covered in the drag-and-drop editor for emails and tickets.

Resend a ticket

• On the Attendees tab, a ticket's row menu has Email ticket. It sends that ticket's email again to the saved address and only shows when the ticket has one. To fix a wrong address, use Edit first.
• Email a copy to me, in the same menu, sends the ticket email to your notification email instead.
• Move to another date has a Send the ticket email again checkbox.
• In the Shopify admin, an order's Manage tickets has Resend ticket inside Edit ticket, and Resend multiple tickets for 2 to 20 tickets of that order.
• At Shopify POS, the order's Tickets screen has Resend tickets.

"Ticket email sent" means the mail service accepted it. Each resend and its outcome goes into the ticket's history. A resend never includes bundle claim links. More on the row menu in the guest list.

Delivery problems

When a paid ticket email has not gone out, or a reminder or follow-up stopped, the event's Dashboard shows a Delivery problems card. The home page shows the same card for problems that belong to no event, such as a class pack purchase email. When nothing is stuck, there is no card.

Each row shows the guest, what happened and when it was last tried, with the mail service's own reason under it.

• The app keeps retrying on its own. Retry now sends a stuck ticket email right away.
• For an email too old to check, the row warns that Retry now may give the buyer a second copy.
• A stopped reminder or follow-up only has Dismiss. It is never retried, because the app never sends it late.
• The app does not email you about delivery problems. Since 2026-09-23 this card is the only place they show.
• An email the mail service accepted that bounced later, for example into a full mailbox, never shows here. The app gets no bounce reports.

Sending speed

Emails leave one at a time, 150 milliseconds apart, so about six or seven a second. An 8-ticket order takes about a second, and 15,000 reminders take at least 37.5 minutes.

If the mail service's daily or monthly allowance runs out, emails wait and are tried again after midnight UTC. The Delivery problems card says when.

What the emails do not do

• There is no list of sent emails and no open or click tracking.
• No email carries a calendar file. The Add to calendar links are on the online ticket page.
• There is no SMS and no screen for messaging all attendees at once.
• There is no Google Wallet pass.

See also

• PDF tickets: the Digital and Physical presets and where customers download the PDF.
• Waitlist for sold-out events and dates: how people join the waitlist.