Prepare customer emails and tickets before go-live

Use this checklist before publishing a new shop, event series, or ticket type.

Before you start

Prepare:

sender name and support email
order confirmation wording
ticket PDF and wallet pass branding
legal text that must appear in customer communication
one test event and one test customer
staff who can resend emails and download documents

Review email templates

Open Comms > Email Templates and select the template to review.

Check Subject, Body, language variants, variables, and attachments. Keep variables such as customer name, order number, event date, and ticket links in place unless you are replacing them with an approved equivalent.

Email template editor in the back office — Email templates control the messages customers receive after booking, payment, or operational actions.

Review ticket and wallet templates

Open Comms > Passbook.

Check:

Area	What to verify
Colors	Foreground and background colors are readable on mobile wallets.
Logo	The logo is current and not cropped.
Icon	The icon is recognizable at small sizes.
Background	The image does not hide ticket details.

Passbook template editor — Wallet pass branding should be tested on the mobile devices customers are most likely to use.

If your account uses editable PDF templates, review the ticket PDF layout as well. Keep QR codes, event name, date, attendee information, and terms readable.

Run a full test

Publish or keep a test offer available to the test customer.
Complete checkout in the online shop.
Open the order in the back office.
Confirm the order email was sent.
Download the ticket PDF and open it.
Add the wallet pass on a supported mobile device, if used.
Scan the ticket in POS or admissions.
Use Resend last order email only after confirming the documents are attached.

Expected result

The customer receives the expected email, ticket PDF, and wallet pass. Staff can find the order, resend the email, download documents, and scan the ticket.

Troubleshooting

Problem	What to check
Email is missing	Customer email, order History, template status, spam folder, and whether sending failed.
Ticket PDF is missing	Order state, payment state, ticket generation, template setup, and attendee data.
Variable shows as raw text	Restore the approved variable or reinsert it from the template editor.
Wallet pass looks wrong	Passbook colors, logo, icon, background image, and mobile wallet constraints.
Resend email has no ticket	Confirm the ticket exists before resending; resending does not create missing documents.