What Your Customers Receive

Your customers get two kinds of messages:

Ticket messages come from Esora. Confirmations, reminders, change notices, refunds. They go to everyone with a ticket, you never have to send them, and nobody can unsubscribe from them.
Emails you write come from you. People can unsubscribe from these, and each person gets at most two marketing emails a week from you.

Everything at a glance

Message	When it goes out	Who gets it	Email	Push notification	From	Can they turn it off?
Ticket confirmation	Right after payment	The buyer	✓		Esora	No
Registration confirmation	Right after they register for a free event	The person who registered	✓		Esora	No
Guest pass confirmation	Right after they claim a guest pass you shared	The guest	✓		Esora	No
Reminder email	9:00 on the day of the event, or 18:00 the evening before if it starts before 11:00	Everyone with a ticket, registration or guest pass	✓		Esora	No
“Starts in 2 hours”	2 hours before the event starts	Ticket holders who have the app		✓	Esora	Only by turning off reminders in the app
Time or venue changed	5 minutes after you change the start date, start time or venue	Everyone with a ticket to that date	✓	✓	Esora	No
Refund	When the refund is made	The buyer	✓		Esora	No
Event canceled	When the date is canceled	Everyone with a ticket to that date	✓	✓	Esora	No
Your new event	Within minutes of it going live	People who turned on the bell on your page		✓	Esora	Yes, by turning off the bell
Reminder for a saved event	1 day before in the morning, or whenever they chose	People who saved that date in the app		✓	Esora	Yes, by unsaving the date
Your email to Ticket buyers	When you send it	Everyone with a ticket to that event	✓		You	No
Your email to People without tickets, Everyone or Everyone who had a ticket	When you send or schedule it	Your audience	✓		You	Yes, by unsubscribing
Sign-up confirmation	When someone types their email into your sign-up box	That person	✓		You	No, it is a one-time link

A push notification is the alert that pops up on the phone from the Esora app. It only reaches people who have the app, are signed in, and allowed notifications. Tickets themselves are always in the app too, for everyone who bought while signed in.

Ticket messages, from Esora

Everything from Esora goes out whether your event is paid or free. You do not send these messages, you cannot turn them off, and unsubscribing never stops them. Each person gets them in their own language: Armenian, English or Russian.

Confirmation. Has a QR code for every ticket, inside the email itself so it works at the door without internet, plus a calendar file. People who registered for a free event also get a link to cancel.
Reminder email. “Today: your event” at 9:00 on the day. An event that starts before 11:00 gets “Tomorrow: your event” at 18:00 the evening before instead. Not sent to people who bought after that time, or if the date was canceled.
Time or venue changed. Only a change to the start date, start time or venue sends it. It waits 5 minutes, so several quick edits become one message, and changing it back within those 5 minutes sends nothing. Tickets in Apple Wallet update themselves.
Event canceled. Canceling a date refunds every ticket. Esora does it: get in touch.

Emails you write, from you

Anything you send from Emails goes out under your name, and replies come to you. Full guide: Emailing Your Audience.

Ticket buyers is for news about the event they hold tickets for. It reaches everyone with a ticket, including people who unsubscribed, up to 3 times per event.
Every other email is marketing. Each person gets at most two of your marketing emails in any seven days, and people who unsubscribed are left out.

Your audience is everyone who bought a ticket or registered for one of your events on Esora, follows you, signed up through your sign-up link or box, or was on a list you gave us. Guests with a free pass and people who bought at your door or elsewhere are not in it.

What unsubscribing means

The link at the bottom of a marketing email gives two choices:

Unsubscribe from you. Other organizers are not affected.
Unsubscribe from all organizer emails. Every organizer on Esora.

Unsubscribing never stops ticket messages, your emails to Ticket buyers, or push notifications. Only the person can resubscribe, by signing up again; buying another ticket does not put them back.

When an email does not arrive

Wrong address or full mailbox. The order page tells the buyer and lets them fix the address; the tickets are sent again.
They once marked an email as spam. Esora stops sending to that address.
It is in spam or Promotions. Send them to Find my tickets on esora.app.
Over the weekly limit, or unsubscribed. This only affects your marketing emails.

Each email you sent shows how many arrived, bounced, were marked as spam or were skipped, and why.

Push notifications

Your new events reach only people who tapped the bell on your page, not everyone who follows you, and at most once a day: publishing five dates sends one “5 new events”.
“Starts in 2 hours” reaches everyone who got a ticket while signed in to the app, with no need to save the event. A date with no start time gets it at 9:00 instead.
Saved events get a reminder the day before in the morning; the person can change it to anywhere from 30 minutes to a week before.
Nothing but ticket notifications arrives at night. A new-event or saved-event notification due between 22:00 and 9:00 waits until 9:00.

People who bought on the website without an account never get push notifications, which is why every ticket message also goes by email.

Questions

A customer says they never got their tickets.

Send them to Find my tickets on esora.app, or resend the confirmation from their order in Orders & Guests.

Can I send my own reminder the day before?

Yes. Schedule an email to Ticket buyers. It reaches everyone with a ticket, including people who unsubscribed.

Do people get text messages (SMS)?

No. Only email and push notifications.

Questions? Get in touch.