⁉️ Email Troubleshooting & FAQ

Is there a limit to how many emails I can send?

No, there is no fixed limit on our paid plans. You can send emails to all your guests. We operate on a fair-use policy.

For events with over 2,500 guests, contact us first so we can discuss pricing and ensure optimal deliverability. Your account won't be put on hold if you give us a heads-up.

Related category: Activating, sending, and scheduling emails

How long does email sending take?

Sending starts immediately, but emails go out in batches.

• 500 emails: 5-15 minutes
• 1,000 emails: 15-30 minutes

Your campaign starts at the scheduled time. Emails are sent in controlled batches for better inbox placement. Check your email reports after 30-60 minutes for meaningful open and click stats. Monitor real-time progress in your dashboard.

For larger sends (5,000+ emails), consider scheduling at least 2-3 hours before you need guests to receive them.

Related category: Activating, sending, and scheduling emails

How accurate are open and click stats?

Highly reliable, but not 100% accurate.

No email platform can guarantee perfect accuracy due to privacy settings like Apple's Mail Privacy Protection.

What you CAN trust: delivery rates, hard bounces (invalid emails that don't exist), invalid email format detection, and strong engagement trends.

Open rates may be undercounted or overcounted depending on privacy settings. Use stats as a directional measure, not absolute truth.

Related category: Viewing email analytics

What if a guest says they didn't get the email?

Here's how to help them:

Step 1: Ask the guest to check spam, junk, or promotions folder.

Step 2: Check your email reports to see if it was delivered or bounced.

Step 3: If bounced, fix the email address and use the "Resend" option for that single guest.

Step 4: As a last resort, copy their unique web link from email reports and send it via WhatsApp or messenger.

Related categories: Viewing email analytics, Resending emails to single guests

What if images or QR codes aren't showing?

This is usually an Outlook issue. Outlook blocks images by default.

Tell the guest: Look at the top of the email and click "Download images" or "Click here to download pictures." The QR code should appear. On mobile Outlook apps, tap the "Download images" banner at the top of the email.

For you as the organizer: Go to your email reports, find the affected guest, copy their unique web link, and send it via WhatsApp or messenger. They can open it in any browser where images will appear.

This is normal behavior, not a platform issue. All email providers face this with Outlook.

Related categories: Adding QR Codes, Testing emails and viewing as guest

Can I send an email as a link via WhatsApp?

Yes. Here's how:

Go to Emails → View email analytics. Find the specific email campaign. Look for the guest or the "Email links" section. Copy the unique web link for that email. Paste and send via WhatsApp or any chat app.

This is perfect for guests who say they didn't receive the email, have Outlook blocking images, or prefer messaging apps over email.

Related category: Resending emails to single guests

Can I copy or reuse email designs?

Absolutely.

To copy within the same event: Go to Emails → Your templates. Find the template you want to copy. Click "Duplicate." Rename it and edit as needed.

To copy from a previous event: You must be admin of both events. Go to Emails in your new event. Look for "Copy from previous event." Select the event and template.

Copying lets you convert a confirmation email into a reminder email in seconds, build a library of branded templates, and never start from scratch.

Related category: Copying email templates

How many email templates can I create?

Unlimited. Create as many as you need.

Best practice: Archive unused templates to speed up loading. Keep 10-20 active templates for faster access.

How to archive: Go to Emails → Your templates. Find the template to archive. Click "Archive" (not delete). Archived templates can be restored anytime.

Related category: Archiving and deleting email templates

Can I set up automated emails after a form submission?

Yes. This is one of our most powerful features.

Create your RSVP or registration form. Go to Emails → Automation. Set up a trigger: "When guest completes form." Design your confirmation email. Add personalization like guest name, ticket details, and QR code. Activate the automation.

The moment a guest submits your form, their confirmation email sends instantly. No manual work from you. Every guest gets their confirmation.

Set up different automations for different form types like RSVP yes vs. RSVP no, or VIP vs. General Admission.

Note: Automated emails use the same sending limits and deliverability settings as manual emails.

Related category: Registration and RSVP Form tutorial

Do you offer help with email design setup?

Yes. We offer a professional Email Design Setup Service.

You get a stunning, branded template based on your assets. Completed within one business day. Flat fee with no hourly billing.

We need your logo, brand colors, and any example emails you like.

How to get started: Contact your account manager, reach out via our contact page, or ask support chat to connect you.

Related category: Using the Email designer

Can I use my own domain to send emails?

Yes. You can verify and use your own sender domain.

Instead of emails coming from @checkinpax.com, they can come from @yourcompany.com or @yourevent.com.

Benefits include better deliverability, professional branding, and guests recognizing your domain.

How to set it up: Go to Settings → Domains. Enter your domain (like hello@myevent.com). We'll provide DNS records to add. Add those records to your domain provider (GoDaddy, Cloudflare, etc.). Wait 24-48 hours for verification. You're done.

Need help? Contact support — we can guide you through the DNS setup.

Related category: Using your own email sender domain

Why did my email go to spam?

Several factors can affect spam placement:

• New sender domain – Domains with no sending history are often treated cautiously by email providers
• Spammy words – Avoid ALL CAPS, excessive exclamation marks, and words like "free," "guarantee," or "urgent"
• Low engagement – If many guests delete your emails without opening, providers may mark future ones as spam
• Missing plain text version – Our system generates this automatically, but custom HTML templates may skip it

What you can do:

• Use a verified sender domain (see "Using your own email sender domain")
• Ask guests to add your email address to their contacts
• Send a warm-up campaign to your most engaged guests first
• Keep image-to-text ratio balanced (not too many images)

Related category: Using your own email sender domain

What is the difference between a soft bounce and a hard bounce?

What you should do:

• Soft bounces: Usually no action needed. The system retries automatically.
• Hard bounces: Check the email address for typos. Correct it in the guest list and resend.

Related category: Email analytics

Can I use placeholders in the subject line?

No. Placeholders work in the email body only, not in the subject line. We plan to add this feature in the near future.

What happens when a guest unsubscribes?

When a guest clicks the unsubscribe link in your email:

• They are immediately removed from all future email sends from your account
• Their status is marked as "Unsubscribed" in your email analytics
• You can still check them in, edit their profile, or communicate with them outside of email (e.g., in person)
• You cannot override an unsubscribe. The system will block future email sends to that address.

Related category: Email analytics

Can I send a test email to multiple people at once?

Yes. In the Email Designer, click Send Test and enter multiple email addresses separated by commas.

Example: you@company.com, teammate@company.com, manager@company.com

Limit: Up to 5 test email addresses per send. For larger internal reviews, schedule a real campaign and send only to your team (then cancel or archive it).

Related category: Testing emails and viewing as guest

Can I schedule recurring emails (e.g., weekly reminders)?

Not automatically. You need to create separate schedules for each occurrence.

Workaround:

1. Schedule your first reminder for Week 1
2. After it sends, go back to the template and schedule it again for Week 2
3. Repeat as needed

We recommend using copy template if you need different subject lines or content for each occurrence (e.g., "1 week to go" vs. "Tomorrow is the day").

Related category: Activating, sending, and scheduling emails

Apart from email, can I also send SMS?

SMS is available as a separate service.

SMS is a standalone service not included with email. Available for selected countries only. Restrictions apply based on carrier regulations.

You can send short text reminders, delivery confirmations, and last-minute updates.

How to get SMS: Contact our sales team to check if your country is supported, get pricing for your volume, and understand setup requirements.

Ask your account manager or contact support.

Can I create send emails in batches?

Yes. This is useful when you do not have your full guest list ready at once and want to send the same email in batches as new guests are added.

Here are three ways to do it:

Method 1: Create a new guest list for each batch (easiest for beginners)

1. Create a new guest list (e.g., "Batch 2").
2. Upload your guests into this list.
3. Select all guests in the list.
4. Click Send Email and choose your template.
5. Send immediately.

When you are done (wait 30 minutes until all emails are sent): Move all guests from the batch list into your main list and delete the batch list.

Method 2: Copy the email template and schedule for each batch

1. Create a new guest list for your second batch and upload your guests (same as method 1).
2. Copy your existing email template and rename it (see Copying email templates).
3. Activate the copied template.
4. Schedule it to send to the second guest list at your desired time.

This keeps your original template unchanged and gets you a separate report for each batch.

Method 3: Use a custom field to identify batches (advanced)

If you prefer to keep all guests in one master list:

1. Add a custom field called e.g., "Batch" or "UploadGroup".
2. When uploading your second batch, fill this field with a unique identifier like "batch-2" for every guest.
3. In your guest list, search for "batch-2" – the list will show only those guests.
4. Click Select all (which selects only the search results).
5. Click Send Email and choose your template.

Summary of methods

Important notes

• You can always merge lists later by moving all guests from your batch list into your main list.
• Moving guests does not affect their check-in status, email history, or assigned data.

Warning: Moving guests is not recommended when you use Private RSVP forms or RSVP forms that prefill guest data for a specific form. Moving these guests to a different list than the form is linked to will prevent them from RSVPing – they will see an "Invitation only" or "No access" screen.

If you use Private RSVP forms for your mailing and guests, you must use the advanced method (custom field + search) and make sure all batches are in the correct list assigned to the correct RSVP form.

Need help with RSVP forms and batch emailing? Contact us for a 1-1 training session – we will turn you into an RSVP pro. 😊

Still stuck?

If your question isn't answered here, check the specific category guides above, search the knowledge base for keywords, or contact support via chat or email.