Email notifications

These live under Email → Notifications, in three groups:

• Bookings - confirmations, moves, cancellations, waiting list and session cancellations.
• Purchases & memberships - membership, gift voucher and bundle emails, to the buyer and the recipient.
• Team emails - emails to your admins and staff, covered in team notifications.

Customer emails are on by default; turn off any you don't want. Session reminders, review requests, win-back discounts and loyalty rewards are follow-up emails, under Email → Follow-ups.

Editing an email

Click the pencil on any email to change its Subject, Content and Reply-to. Reply-to defaults to your contact email under Settings → Company; if you have none, enter one here or replies reach nobody.

Type a variable such as {{first_name}} to fill in booking details; the available ones are listed under the content box. The date, time, spaces, total paid and booking link are added automatically.

Click the eye to preview an email with your logo, colours and wording and a made-up booking, and Send test to me to receive it yourself. The look comes from your booking page design, so there's nothing separate to style.

Check an email was sent

Switch Email → Notifications to Sent (top right) to see every email sent to your customers, newest first: confirmations and booking updates, moves, cancellations, waiting list emails, membership, voucher and bundle emails, and follow-ups. Each shows who it went to and its status:

• Sent - accepted for delivery; the customer's email provider hasn't confirmed it yet.
• Delivered - their email provider accepted it. If they still can't find it, it's in spam or another folder.
• Bounced - the address doesn't work. Fix the address and resend.
• Soft bounce - their mailbox was full or unavailable for a while.
• Marked as spam - they reported the email as spam.
• Not sent - the email couldn't be sent, usually because the address isn't valid.

Search by email address, filter by type of email, or choose Not delivered to see only the problems. The line under the list counts the last 7 days. The same emails show in the History of each booking and customer record, and on a session's waiting list next to each person who was emailed. Each card on Email → Follow-ups has a See sent link to its own emails. Emails are kept for 13 months, and the list starts from 22 October 2026, when it was added. Emails to your team aren't listed.

Troubleshooting

1. A {{variable}} showed up literally in a sent email. Check the spelling and double braces, and don't format part of a variable.

2. A customer says they never got their confirmation. Open the booking and look at its History, or find them under Sent on Email → Notifications. Delivered means it reached their email provider, so ask them to look in spam. Bounced means the address is wrong. No email at all means the Booking confirmation email is off.

3. How do I change the "Your visit" section of the confirmation? It's set per session, not in the email: open the session in the session editor and fill in Messages → Visit instructions. The same text shows on the booking screen customers see straight after booking and whenever they open their booking, in a Your visit box under the date and time, where your session description would otherwise be. That screen also shows a map of the location when its address was picked from the suggestions in Settings → Locations, and lets customers change the date or cancel following your cancellation policy. A new session starts with the visit instructions from your most recently created session that has some, ready to edit.

4. Where do I turn on session reminders? Under Email → Follow-ups, with review requests, win-back and loyalty emails. See follow-up emails.

5. How do I send customers to my website after they book? Add a button to the session. In the session editor, open Messages, turn on Add a button beside Visit instructions, and give it a label and a link, such as "Back to website". It shows on the screen customers see straight after booking, under Your visit, and in their confirmation email, and opens your site in a new tab so their confirmation stays put. It's set per session, so duplicating a session copies it and a new session starts with the button from your most recently created session that has one. Session adds utm_source=bookasession to the link so you can see these visits in your own analytics, unless your link already has its own utm_ tags.