Following successful registration, each booker will be sent a confirmation e-mail to the e-mail address he or she provided when booking. 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.
There may be various reasons why bookers or participants do not receive the e-mails for their booking:
1. The booking or the payment was not successfully completed
Call up the booking overview and search for the last name or e-mail address of the booker. If you do not obtain any search results, the booking was not completed successfully with this 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 e-mail address has been 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 e-mail address given by the booker with the data entered here, change it if necessary and send out the confirmation e-mail again to the newly updated address. You can find out how to do this here.
3. The message has landed in the spam folder
If the booking was successfully completed and the correct e-mail address was entered, the recipient's e-mail may have been filtered, e.g. because of any attachments, into the spam folder. You can resend the e-mail at any time (click here for an instruction on how to do this). After receiving the e-mail, ask the booker to mark it as "Not spam" and, if necessary, add email@example.com to his contacts so that he can receive future notifications about your events.
3.1 Why do e-mails end up in the spam folder?
For an e-mail to be delivered successfully, it passes through several stations.
The first is the e-mail service provider (ESP). This adds a digital signature to each e-mail and converts the e-mail 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 e-mails with certain keywords or file sizes.
3.2 How do I prevent e-mails 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 e-mail content, as well as spam filters. Therefore, please make sure to use good e-mail subject lines, avoid spam words and do not include too many and too large images in e-mails.
Notice! Spam words are terms that...
- In principle, have little or no use for the recipient
- Stand out from the e-mail 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 payment via invoice and only recently actually made the payment, now he asks you when he will get his ticket. Call up his booking in the doo Event Manager 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 firstname.lastname@example.org, 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 room in his mailbox for the e-mail, which may be slightly larger in size if attachments such as tickets or invoices are included. You can then resend the e-mail from the Booking details page.
6. The e-mail has been blocked from 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 e-mails (with attachments) from the doo.net domaine.
- 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 e-mail-program to send the booker his personal link to the booking portal, 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 e-mail.
If all of these tips should not help you, please contact our Customer Service with the booker's email address and booking number.