Emails Not Being Received
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Emails Not Being Received
3 min read · Troubleshooting
Emails Not Being Received
Start with the order: its Ticket email status tells you whether the buyer's email was delivered, bounced or marked as spam.
Check the order's delivery status
Go to Dashboard > Orders (or the event's Orders tab), find the order and open it with View details or View. Order details are available to owners and admins. The Ticket email panel shows one of these:
| Status | What it means |
|---|---|
| Delivered | The buyer's mail server accepted the email. If they cannot find it, it is in their spam or promotions folder. |
| Sent, no delivery confirmation | The email was sent but no delivery confirmation has come back yet. |
| Sending | The email is on its way. |
| Bounced | The address does not accept mail, usually a typo. |
| Marked as spam | The buyer (or their mail provider) reported the email as spam. |
| Blocked | The email provider will not send to this address, for example after an earlier bounce or spam report. |
| Not delivered | The send failed. |
| No delivery record | There is no record for this order. That is not the same as a failure. |
In the order list, orders with a delivery problem show a red Not delivered badge.
What to do
- Delivered or sent: ask the buyer to check spam and promotions folders. They can also get their tickets themselves: I Didn't Receive My Tickets.
- Bounced, marked as spam, blocked or not delivered: resending to the same address will not help. Get a working email address from the buyer, then contact Equaticket support with the order number. Support corrects the address on the order and resends the tickets.
There is no resend button in the organizer dashboard. Buyers can resend their own tickets from /help using Resend Your Tickets.
Who emails come from
Without a custom sending domain, buyer emails come from Your Org Name via Equaticket, and replies go to the event's contact email. On any plan, including Free, you can send from your own domain instead: see Custom Email Sending (BYO Email).
If you use your own domain, delivery confirmations and bounces are reported to your own email provider account, not to Equaticket, so the status may stay at Sent, no delivery confirmation. Check your provider's logs for bounces. If your custom domain starts failing often, we email your billing address.
Email volume and resends
No Equaticket plan limits the number of ticket and order emails we send for you. Ticket delivery, order confirmation, refund confirmation, event cancellation, date or venue change notices and event reminders all send on every plan.
One limit remains, on buyers: the Resend Tickets button and Resend Your Tickets at /help allow three resend requests per order in any rolling 24-hour period, shared between the two. After that, Resend Your Tickets still shows its usual message but sends nothing for that order until the 24 hours pass; contact the organizer if it is urgent.
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