Basic email customizations

Customize your email communications directly from the Showpass dashboard. Improve attendee experience, reduce support requests, and strengthen your brand — without needing to touch any code.

Supported email types

You can customize the following email types:

• Purchase confirmation
• Reminder emails
• Post-event emails (Note: Enabling custom post-event emails activates this feature organization-wide and incurs a $0.05 CAD charge per email. You can disable this setting in the Organization Info page)
• Abandoned cart emails
• Membership renewal emails
• Email guest messages

Customization priority levels

When an email is sent, Showpass will always use the most specific version available:

• Child event – highest priority
• Parent event – overrides venue and system defaults
• Membership group – applies only to membership emails
• Venue-level – global default for your organization
• System default – used if no customization exists

Example: If you have a post-event email customized at the venue level but a different version set for a specific child event, the child event version will be used.

Customization options

For all supported email types, you can customize:

• Banner image (1200x600px recommended)
• Subject line
• Body content (text + images)
• Reply-to email address

Note: You cannot edit HTML structure, button colours, or fonts.

How to customize your emails

Global (venue-level) customizations

To create email defaults for your entire organization:

• Click the menu in your Showpass Dashboard
• Select Organization Info
• Click Email Customizations
• Select the email type and enter your subject, banner, body content, and reply-to address

• Click Save
• Optional: click Send preview email to test your content

Event or membership-specific emails

To override the global version for a specific event or membership:

• From the Showpass Dashboard, go to Manage events or Memberships
• Select the event or membership
• Click Customize Email
• Select the email type and fill in the customization fields
• Click Save

Example email 

Best practices

• Keep it branded, not bloated – Use your logo and banner, but keep formatting clean and simple.
• Focus on clarity – Be direct. Every email should answer: “What does the customer need to know right now?”
• Be consistent – Use consistent reply-to addresses and subject line formatting across all email types.
• Send test emails – Always click Send Test Email before saving changes.

Tips by email type

• Purchase confirmation: Include event name, date, time, location, and entry instructions. Avoid promotions.
• Reminder: Send 24–48 hours before the event with “Know Before You Go” info.
• Post-event: Say thank you, share photo links, ask for reviews, or promote future events.
• Abandoned cart: Use friendly reminders. Avoid using discount codes unless strategic.
• Membership renewal: Emphasize benefits and what they lose by not renewing.
• Guest messages: Keep subject lines specific. Include ticket details and sender branding.

Troubleshooting

• My changes aren’t showing up: Double-check you saved them at the correct level (event vs. venue).
• Guests didn’t receive the email: Confirm the customization doesn’t include broken images or reply-to issues. Check spam folders. You may also resend a purchase confirmation email from the Transactions page by following these instructions.

FAQs

Can I change the sender email address?

No, you cannot change the senders email address at this time. 

Can I use different emails for each event?

Yes. Customize per event or membership. The system will send the most specific version available.

Why does the reply email go to no-reply@showpass.com?

Check your reply-to settings under Organization Info Email Settings.

Is there a cost to using post-event emails?

Yes. They are billed at $0.05 CAD per recipient. Saving a customization will automatically enable this feature.

Limitations

• No full HTML or layout customization
• No customizations by ticket type
• No font or button styling options
• No A/B testing or analytics
• No timed scheduling (e.g., "3 days before event")

Need support? Our team is here to help. Get in touch with us by filling out this contact form.