Knowledge base
Customer communication
Created on 16 Jul 2025, Updated 18 Oct 2026 01:06
Do customers who've opted out of email still receive email campaigns?
Yes, all customers will receive email campaigns until the event concludes, regardless of whether they've opted in or out of email communications. This ensures important event-related information reaches all attendees.
How to contact customers directly
As an event organiser, you have several ways to contact your customers if they've placed an order or registered on your waitlist.
Messaging customers with orders
If a customer has placed an order, you can send them a direct message:
- Go to your charges page
- Find the customer's order
- Select the action menu for that customer
- Choose the messaging option
This will create a new message in your event's inbox and send it directly to the customer.
Messaging waitlist registrations
You can also send messages to customers who have registered on your waitlist, but only to those with pending registrations.
Accessing customer phone numbers
Every order includes a mandatory mobile phone number. To access this information:
- Go to your charges page
- Find the customer's order
- Select the action menu for that customer
- Choose "View customer info"
This gives you an alternative way to contact customers if needed.
Related articles
If something happened at an event that you think the organiser should know about, you can send them an incident report.
Record when something goes wrong with a person at your event, and make sure your team, and other organisers on the platform, are aware of it
A single, mobile-friendly page that brings together the most useful links for your event in one place
This guide explains the payment methods available on the platform, how fees are calculated, and who pays them.
Template events are full copies of an event that you can reuse as a starting point for new events.