Why an Attendee Might Not Receive a Confirmation
When an attendee reports they didn't receive their automatic confirmation email, the reason is almost always one of a small handful of situations. Use this checklist before assuming a delivery problem.
For the feature reference, see Automatic Confirmation Emails. To send a confirmation manually right now, see Resending Confirmation Emails.
Checklist
Run through the list in order; stop when one fits.
1. Their registration isn't complete
Confirmations are only sent once an attendee has successfully completed registration. If they've started but haven't finished — for example, they answered attendance but skipped a required question — Eventene is waiting for them to complete the steps.
What to do: Encourage the attendee to finish registration. Once they do, the confirmation will go out automatically. If you need to send one in the meantime, you cannot — confirmations only go out for completed registrations. A reminder email is the right tool here.
2. Payment is still pending
For Programs with required products, the confirmation waits until payment is complete. If the attendee picked products but never paid (or their payment is still processing), no confirmation will have gone out yet.
What to do: Check the attendee's payment status. Once payment completes, the confirmation will be sent automatically. The attendee can finish payment from the Payment Reminder email or by returning to their registration.
Got the payment receipt but not the registration confirmation? These are two separate emails. The payment receipt confirms the charge; the registration confirmation is the response summary. A completed paid registration is expected to receive both — and a successful payment now triggers the registration confirmation regardless of whether the event's payment timer is enabled. If the attendee got the receipt but not the registration confirmation, confirm their registration is complete and they have an email on file, then resend if needed.
3. The attendee is waitlisted
Waitlisted attendees are eligible for a confirmation summary — being on the waitlist no longer excludes them. Their summary shows a Waitlisted status (overall and for the activities they're waitlisted for). So if a waitlisted attendee didn't receive one, the reason is usually one of the other items on this checklist — most often no email on file, or automatic confirmations turned off for the event.
What to do: Confirm the attendee has an email address and that automatic confirmations are on. To send their waitlisted summary right now, use Resending Confirmation Emails — Resend works for waitlisted attendees. Note this waitlist confirmation is separate from the promotion email: when someone is later promoted automatically off the waitlist they receive an updated summary with the subject "A spot is now available," while a manual promotion sends no email, so notify the attendee yourself. See Waitlists and Waitlist Movement.
4. The attendee has no email address
Eventene needs an email address on file for the attendee. Roster entries without an email — for example, paper-form imports where the email column was blank — won't get any email.
What to do: Add the email to the attendee's record, then use Resending Confirmation Emails to send their confirmation.
5. Automatic confirmations are off for the event
If automatic confirmations have been turned off in Email Settings for this event, no confirmations are sent automatically — including for completed registrations.
What to do: Either turn the setting back on (new completed registrations will get confirmations from that point forward), or use Resending Confirmation Emails to send confirmations to existing attendees. Manual resend works even when the automatic setting is off. Note that this same setting also suppresses automatic waitlist-promotion emails while it's off.
6. The confirmation went to spam or was blocked by the attendee's inbox
If none of the above apply, the confirmation was sent but didn't land in the attendee's inbox. The most common reasons are:
- The email landed in the attendee's spam/junk folder.
- The attendee's email provider blocked or rejected the message.
- The email address on file has a typo.
What to do: Ask the attendee to check spam/junk folders and to whitelist messages from noreply@eventene.com. If the address looks wrong, correct it on the attendee's record and use Resending Confirmation Emails.
When in doubt: resend manually
If you're unsure whether a confirmation was sent or you want to send a fresh one right now, Resending Confirmation Emails is the most direct path. Manual resend bypasses the automatic toggle and ignores whether the attendee has been notified before, so it's safe to use as a recovery tool.