Emails Not Being Received

If you or your buyers are not receiving emails from Equaticket, here are the most common causes and how to resolve them.

For buyers: ticket and confirmation emails

Check your spam and promotions folders

This is the number one reason for "missing" emails. Depending on your email provider:

• Gmail: Check the Promotions and Spam tabs.
• Outlook/Hotmail: Check Junk Email and the Focused/Other view.
• Yahoo/AOL: Check the Spam folder.

If you find the email, mark it as "Not Spam" so future emails arrive normally.

Use the ticket lookup page

You can access your tickets without the email. Visit the event page, click Find My Tickets, and enter your checkout email address. You will receive a magic link to view your tickets.

Check if your email address was correct

A typo in your email address at checkout means the email was sent to the wrong address. Contact the event organizer with your order details -- they can verify the email on file and resend to the correct address.

For organizers: buyer emails not arriving

Check your email health indicator

Your dashboard shows an email health badge. If it is yellow or red, there may be a delivery issue.

Platform email (Free tier)

Emails are sent from {Your Org} via Equaticket. If buyers are not receiving them:

• Ask buyers to check spam/promotions folders.
• The platform domain has proper SPF, DKIM, and DMARC configuration.
• You can resend ticket emails from the order detail page.

BYO email (paid tiers)

If you have connected your own Resend API key for custom sending domain:

• Verify your sending domain is still verified in your Resend dashboard.
• Check that your API key has not been revoked.
• Review your Resend dashboard for bounce or failure logs.
• If your BYO email has a high failure rate (>20% in the last hour), the system alerts you automatically.

Email cap

If your organization has reached its monthly email cap:

• Critical emails always send: Ticket delivery, order confirmation, refund confirmation, and event cancellation emails are never blocked.
• Deprioritized: Event reminder emails are silently skipped.
• Blocked: Ticket resend requests show an upgrade prompt.

Your email cap is 3x your monthly ticket cap and resets on the 1st of each month.

Resending tickets

As an organizer, you can resend ticket emails from the order detail page in your dashboard. For buyers, use the Find My Tickets link on the event page to receive a fresh magic link.