# Emails your guests get

Updated 2026-10-15 by the TicketPa team. Source: https://ticketpa.com/help/guest-emails

TicketPa emails your guests at each step of their booking, in your business's name. This table lists every email, when it goes out and what controls it.

## Every email guests get

| Subject starts with        | When it's sent                                     | What controls it                                                                                             |
| -------------------------- | -------------------------------------------------- | ------------------------------------------------------------------------------------------------------------ |
| Booking confirmed          | The booking is confirmed. The QR code is attached. | Always for the booking page. **Email the ticket to the guest** for bookings you add. Walk-ins with an email. |
| Reminder                   | Before the start                                   | **Send it** on **On the day**, or **Send reminder** in **Bookings**                                          |
| Thanks for joining         | 2 to 6 hours after the end                         | **Review link** on **On the day**                                                                            |
| Booking cancelled          | A confirmed booking is cancelled                   | **Email the guest** or **Email the guests**. Always when the guest cancels.                                  |
| New time for your booking  | A confirmed booking moves                          | **Email the guest**. Always when the guest moves it.                                                         |
| Pay for your booking       | You email a payment link                           | **Email a payment link** on the booking                                                                      |
| Your places are still held | Halfway through the time to pay, if still unpaid   | Automatic                                                                                                    |
| Refund of                  | Stripe confirms a refund to the guest's card       | Automatic                                                                                                    |

The ticket email for a booking paid online goes out once the payment goes through. The payment reminder only goes to bookings whose places are held while the guest pays.

## How the emails look

- They come from your business name, with your logo at the top, or your name without one, and buttons in your accent colour.
- They come in the language the guest booked in, from the subject to the footer. See [Booking page languages](https://ticketpa.com/help/booking-page-languages).
- When guests pay a booking fee, the ticket and payment link emails show it. See [Online payment fees explained](https://ticketpa.com/help/online-payment-fees).
- When guests reply, the reply goes to the contact email on your **Booking page**. See [Customise your booking page](https://ticketpa.com/help/customise-your-booking-page).
- The ticket, reminder and new time emails have a **View your ticket** button, so guests can get back to their booking.
- For an appointment where the guest chose who they book with, the emails say **With** and that person's name.
- A cancellation email says what the guest gets back, and has a **Book another time** button while the activity is published. The reason your team gives stays on the booking and is never sent.

Each email except the refund email shows on the booking's timeline, like **Ticket emailed** or **Reminder emailed**.

> **Note:** Emails go to the email address on the booking. A guest without one, like a walk-in who gave only a name, gets no emails.

## What guests aren't emailed about

- Moving a time slot in the calendar moves its bookings, but guests get no email. Let them know yourself.
- TicketPa sends no text messages.
- Your team gets no emails about bookings. See [Notifications for your team](https://ticketpa.com/help/team-notifications).

## Frequently asked questions

### Can I change the text of an email?

No. The text is the same for every business. Your name, logo, colour and the booking's details fill it in.

### Can I turn off the ticket email for booking page bookings?

No. Guests who book on your booking page always get their ticket by email, since it is how they get back to their booking.