Bulk ticket resends, reminder campaigns, and tracking down attendees who never received their confirmation email are handled from the Emails and Attendees sections. This covers each scenario.
Bulk-email attendees
Go to Emails to send a campaign to ticket holders.
The eligible recipient count excludes anyone with no email address on file. Some orders legitimately have no email — checkout can complete with a phone number only. If you need every ticket holder to have an email address, make email required in your Shopify checkout settings.
Troubleshoot delivery failures
When attendees report not receiving their confirmation email:
- Go to Emails and filter by Status = Unopened to identify who hasn’t opened.
- Go to Attendees and filter by Downloaded = No for additional signal on who hasn’t accessed their ticket.
- Check whether the missing recipients share a company domain. At corporate events, a shared domain often means the recipient’s IT department is holding or filtering the emails.
If an email shows as sent or delivering but the attendee never receives it, the email reached the delivery provider and the recipient’s mail server is the bottleneck, not the send. Ask those attendees to check with their IT admin or look in a spam or quarantine folder.
Fix missing email addresses
A ticket purchased through phone-only checkout has no email address. Edit the customer profile in Shopify to add one. Once the profile has an email, that attendee becomes eligible for future sends.
Segment attendees for marketing
To build a Shopify customer segment from ticket holders — for a discount, re-engagement, or reminder campaign:
- Go to Attendees and apply filters: Event, Ticket type, Status, and date range.
- For recurring or multi-date events, add a Dates filter to narrow to a specific occurrence.
- Select the filtered attendees and click Tag customers.
- In Shopify, use that tag to create a customer segment and build your email campaign.
To target attendees who bought a ticket but haven’t checked in, filter by Event and Status = Confirmed, tag them, then use the tag in Shopify.
Related articles
- Scheduled emails — automate reminders and follow-ups on a timed schedule.
- Fixing bounced emails — diagnose and recover hard and soft bounces.
- Custom sender email (DKIM/SPF) — send from your own domain to improve deliverability.
- Attendee export and email campaigns — export a filtered attendee list as a CSV.
FAQ
Why is the eligible count lower than my total ticket holders?
Two exclusions apply, and both reduce the count. Attendees with no email address on file are excluded, and attendees who opted out of marketing emails are also excluded. The two are separate — an attendee can be excluded for either reason.
The event product was deleted from Shopify. Can I still email those buyers?
Yes. The Attendees view retains historical records after the product is deleted. Apply event and date filters to recover the audience, then tag them for a campaign.
The email shows as sent but the attendee says it never arrived.
The email reached the delivery provider, so the recipient’s mail server is filtering or holding it, not the send. Have the recipient check their spam or quarantine folder, or contact their IT admin.
