Bookwhen sends several types of emails to your customers on your behalf. These include booking confirmation, reminder, cancellation/transfer, and waiting list emails.
This article covers:
Booking confirmation emails
Customers and any additional attendees who provide an email address during booking will receive a booking confirmation email.
The email includes:
Primary event details, such as location, ticket information, and the date and time of the event.
💡 Discount amounts are not displayed in the ticket information.
A button labelled View booking, allowing customers to review their booking.
The booking confirmation message. Learn how to add a booking confirmation message.
Offline payment details (if enabled) for bank transfers or cash transfers.
An .ics calendar file to help customers add the event to their calendar software (e.g., iCalendar, Google Calendar).
The email is divided into four sections:
Booking reference and link
Event and ticket details
Payment details
Additional information
Reminder emails (for Standard plan users and above)
You can set the timing of your reminder emails in your settings. Reminder emails are sent to all attendees who have provided an email address.
The email includes:
Key event details, such as location, ticket information, and the date and time of the event.
💡 Discount amounts are not shown in the ticket information.
A button labelled View booking, allowing attendees to review their booking.
The booking confirmation message. Learn how to add a booking confirmation message.
For example:
💡 Please note: The reminder email message is the same as the booking confirmation message and cannot be tailored.
Ticket cancellation/transfer notification emails
When a ticket is cancelled or transferred by you, an authorised team member, or a customer, attendees receive a notification email.
The email includes:
A link to the booking on Bookwhen.
Basic information about the new event (if transferred).
Waiting list emails (for Standard plan users and above)
When an event is fully booked, and the waiting list is enabled, customers can join the waiting list using the Join waiting list button.
They'll complete a form by providing their name and email address to receive an email notification if a space becomes available.
An example of the confirmation email customers receive after joining the waiting list:
An example of the notification email they receive when a space becomes available:
Emails showing in different timezones
Occasionally, customers may report that the event time in their email appears incorrect. This is often due to their email settings, which automatically adjust the time to match their timezone or preferences.
For example, the email may display the following:
Occasionally, customers may report that the event time in their email appears incorrect. This typically happens because their email host (e.g., Gmail, Outlook) automatically adjusts the time to align with the customer's timezone or device settings.
In the screenshot example:
Red-highlighted sections (top and bottom): These are imported directly from Bookwhen and should reflect the event time as set up in Bookwhen.
Blue-highlighted section (middle): This is device-specific information, adjusted by the email host based on the customer's settings.
👉 One way to check this on Google is to head to calendar.google.com, then Settings > Language and Region, and review the primary time zone.
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