thread Re: Event Information in Event Email in Payments Troubleshooting

Event Information in Event Email

NolaPadrino — Sun, 21 Sep 2025 05:42:00 GMT

I see several inquiries over the years about this and I'm using Square for my event ticket sales now. Sad to see it seems the ability to change this message has not been remedied

If this event requires a paper ticket or other additional information, it will be sent shortly in a separate email. If you have any questions, please contact us.

This is critical information and should be a simple fix. I would love to be able to tell them the exact steps to expect, seems logical. Please fix this.

If. there has been a fix, I'd love to hear it.

Re: Event Information in Event Email

Stacelyn24 — Thu, 01 May 2025 14:58:05 GMT

Hey, totally hear your frustration — you're not alone. That default message in the confirmation email has been a sticking point for a lot of event sellers using Square, especially when you want to give guests clear, custom instructions about what to expect next.

As of now, Square unfortunately still doesn’t allow edits to that specific message in the ticket confirmation email, and there's no official workaround to change it. The best option some sellers use is to include important info directly in the item description or add a follow-up email manually or via a connected email platform (like MailChimp).

Re: Event Information in Event Email

Summer2024 — Thu, 01 May 2025 16:56:34 GMT

Hi, @NolaPadrino ! Thank you, @Stacelyn24 for your insight here!

Unfortunately, this continues to be a limitation in Square's ticketing system. Here's the current situation and some potential workarounds:

Current Limitations

The default message cannot be directly modified:
This is particularly problematic for event organizers because:
- Can't specify exact delivery method
- Can't provide immediate next steps
- May cause unnecessary customer confusion
- Increases support inquiries

Available Workarounds

Custom Receipt Notes
- While you can't change the ticket message, you can add custom notes to receipts
- Location: Square Dashboard > Settings > Receipt
- Add clear instructions here about ticket delivery
Automated Email Follow-up
- Set up an automated email system (like Mailchimp, Constant Contact)
- Trigger immediate follow-up emails to new ticket purchasers
- Include detailed instructions and next steps
Order Confirmation Page
- Customize the post-purchase page
- Add clear instructions here
- Include FAQs and next steps
Pre-Purchase Communication
- Add detailed delivery information on:
  - Event description
  - Checkout page
  - Terms & conditions
- Make the process clear before purchase

Best Practices for Current System

Clear Pre-Purchase Communication
1. "IMPORTANT: After purchase you will receive:
  1. Square payment confirmation
  2. Ticket delivery within [timeframe]
  3. [Any other specific steps]"

Multiple Touch Points
- Event description
- Checkout page
- Receipt notes
- Follow-up email
- Website FAQ
Support Contact Visibility
- Make sure your contact information is prominently displayed
- Include preferred contact method
- Set clear support hours

Alternative Solutions to Consider

Third-Party Integration
- Use Square for payment processing only
- Integrate with dedicated ticketing platforms:
  - Eventbrite
  - TicketTailor
  - Events.com
- These often offer more customization options

I hope this helps!