What to do, if someone has not received their confirmation e-mail or ticket

After a successful registration, the booker receives a confirmation email to the email address he entered during the booking process. Depending on the type of event and the corresponding settings, further e-mails such as payment reminders, release notifications or the event reminder will be sent before the event and in relation to the booking. More information regarding the booking emails can be found here.

There may be various reasons why bookers or attendees do not receive the emails for their booking:

1. The booking or the payment was not successfully completed

Open the booking overview and search for the last name or email address of the booker. If you do not get any search results, the booking was not completed successfully with that data. Ask the booker to make a new booking and, for fee-based bookings, make sure to complete the payment process all the way.

2. An incorrect email address was entered

Call up the booking overview and search for the last name in the booking overview to open the respective booking details site. Match the email address given by the booker with the data entered here, change it if necessary and send out the confirmation email again to the newly updated address. You can find out how to do this here.

3. The message was filtered in the spam folder 

If the booking was successfully completed and the correct email address was entered, the recipient’s email may have been filtered, e.g. because of attachments, into the spam folder. You can resend the email at any time (click here for an instruction on how to do this). After receiving the email, ask the booker to mark it as “Not spam” and, if necessary, add (or the custom email address you use as sender email address for your doo account) to his contacts so that he can receive future notifications about your events.

3.1 Why do emails end up in the spam folder?

For an email to be delivered successfully, it passes through several stations. The first is the email service provider (ESP). This adds a digital signature to each e-mail and converts the email into a string, and also checks the DNS to ensure that the recipients exist. In the second step, the Internet Service Provider (ISP) checks if the sender address is blacklisted or known for SPAM mails, if the digital signature is correct and if the string is correct. Finally, each user can define their own spam filters and, for example, exclude emails with certain keywords or file sizes.

3.2 How do I prevent emails from ending up in the spam folder?

In order to provide the best possible service for our customers, doo GmbH regularly takes care that the technical setup is always up to date.

However, we cannot influence the data quality, the email content, as well as spam filters. Therefore, please make sure to use good email subject lines, avoid spam words and do not include too many and too large images in emails.

Notice! Spam words are terms that…

  • In principle, have little or no use for the recipient
  • Stand out from the email text, e.g. through their spelling or
  • Act as triggers, i.e. should trigger a certain feeling and as a result of this
  • Motivate an immediate action.

4. The booker didn’t receive a ticket despite payment 

A booker has chosen bank transfer as payment method and only recently actually made the payment and he is asking you now when he will get his ticket? Please open his booking via the booking overview and check the payment status. Due to bank processing times, it can take up to 3 or 4 business days (even longer for international bank transfers) for the invoice amount to be credited to our account, the booking status to be updated online and the booker to receive a payment confirmation with his ticket.

If the booker has already transferred the amount some time ago, he should check whether he has indicated the correct recipient account of doo GmbH and the correct purpose (TX-…). If not, he should send a payment receipt to, stating the account number of the client, the amount, the date and the purpose of use, so that we can check accordingly and give him feedback.

5. The inbox of the attendee is full

Ask the booker to make space in his mailbox for the email, which may be a little larger in size if attachments such as tickets or invoices are included. You can then resend the email via the booking details page.

6. The email has been blocked by a firewall

Some companies and institutions with particularly high security standards use firewalls, which may block e-mails sent automatically by doo. Possible solutions are:

  • The booker contacts his IT department and asks them to allow emails (with attachments) from the domain (or the domain of the custom sender address you might have set up for your doo account).
  • You let the booker give you an e-mail address with another domain (e.g. a private one), enter it on the booking details page and send the e-mail again.
  • You use your own email program to send the booker his personal link to the booking self-serivce, which you can find on the booking details page and where he can then view all the data of his booking as well as download the corresponding documents. Alternatively, you could also download the relevant documents, such as invoices or tickets, from the booking details page yourself and then send them to him in a separate email.

If all of these tips should not help you, please contact our Support Team with the booker’s email address and booking number.

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