What to do when a customer didn’t get their booking confirmation email

Customers sometimes don’t get the booking confirmation email, for example because the email address has a typo, or the message went to spam or bounced. The customer can still get in and play. Here is what to do.

1. Check which address was used

Open the booking in the admin calendar and look at its Activity log (or View details). Alba records every confirmation it sends:

• Booking confirmation sent, with the customer’s name and the address it went to.
• Failed to send booking confirmation, with the address and the reason.

This shows right away if the address has a typo or if the email wasn’t sent.

2. Ask the customer to check spam

Some email providers filter more strictly and may delay or place the email in spam. See What to do if a customer is not receiving emails.

3. The customer can still open the door

The customer does not need the email to get in:

1. They sign in to Alba with the account they booked with.
2. They open the booking on their Bookings page.
3. They press Unlock door within the access time.

If their phone number isn’t verified yet, Alba asks them to verify it first with a code sent by SMS. Venues in New Zealand and Australia skip this step. See How access control works in Alba.

4. Fix the address for next time

The confirmation goes to the email on the customer’s account. The customer can change it themselves under Profile, then Your details. Alba then sends a verification code to the new address. You cannot resend the confirmation to a different address from the admin.