Text message reminders let you offer ticket buyers the option to receive text message reminders about their events. You can send order confirmation texts immediately after purchase and event reminder texts 24 hours before the event starts.
This feature is only available for paid events. You set the fee per message, the ticket buyer pays at checkout, and Ticket Tailor takes a small service charge for each message sent.
💡 Text message reminders are currently only available for UK based Event Creators.
How to set up text message reminders
Head to Settings, then go to Text message reminders in the left-hand menu.
Tick Enable text message reminders for ticket buyers.
Set your ticket buyer fee per event, or leave it blank to use the default fee (20p).
Review and agree to the terms and conditions.
Click Save.
The pricing summary on the right shows you how much the ticket buyer will pay, your cost to Ticket Tailor, and your revenue per message sent.
How pricing works
Sending text message reminders is a paid feature, and costs 10p per event, per order.
So, if a buyer adds reminders for:
One event → 10p total
Two events in the same order → 20p total
The fee you charge your buyers for text message event reminders is up to you:
Charge 20p and keep 10p per reminder (this is the default pricing)
Charge 10p to cover your costs
Offer it for free and absorb the cost
The fee you set applies once per event in an order. If a customer buys tickets to 2 events in a multi-checkout order, they'd pay 2x the fee you set.
We recommend setting a fee of £0.30 or less to encourage more ticket buyers to opt in.
If you set a fee above £2.00, you'll see a warning that ticket buyers are less likely to opt in at that price.
The ticket buyer fee includes any applicable tax based on your Box office tax settings.
How text message reminders appear to your ticket buyers
Once you've enabled text message reminders, ticket buyers will see the option to opt in during checkout. The fee per message will be clearly displayed, along with a description of which messages they'll receive.
If they tick the checkbox, they'll see a message below saying 'By opting in, you'll receive text message reminders (via WhatsApp or SMS) about your event. By providing your phone number, you consent to receiving messages from Ticket Tailor on behalf of the event organiser.'
The price they paid for the text message reminder will appear on their order summary and in their order confirmation email.
They will get two messages:
An instant WhatsApp/SMS confirmation message after booking
A WhatsApp/SMS reminder 24 hours before each event
Confirmation message (WhatsApp):  | Reminder message (WhatsApp):  |
If a customer buys tickets to multiple events in one order, they'll get reminders for each event (not per ticket).
For messages sent via WhatsApp, the sender is "Ticket Notifications"; for SMS the sender is called "Event Info".
Handy for them. Reassuring for you.
How to view your text message reminders billing history
To see your SMS usage and costs:
Head to your box office Settings, then Billing.
Select the Text message reminders tab.
You'll see a breakdown of:
Total messages sent.
Total amount collected from customers.
Your costs for message delivery.
Your total profit (total collected from customers, minus your costs).
You can filter the list by order ID or date range to find specific test message usage records.
💡 Text message reminder fees are included in your order revenue report (Orders > Sales reports > Revenue tab), so you can see them alongside your other sales.
How to troubleshoot common SMS issues:
What to do if a buyer reports that a text message reminder message hasn't been sent?
If a message didn't arrive, you can check why from the order page in your dashboard. The failure reason will be shown directly on the order.
What if my buyer provided the wrong phone number?
You can update a buyer's phone number on their behalf. Head to the order in your dashboard and edit the phone number in the buyer details section.
What if a buyer wants to opt out of text message reminders?
They can text 'Stop' if they've opted for WhatsApp, but SMS reminders don't have an opt out. (They are transactional messages about an event the buyer has paid to attend - they're not marketing messages, so buyers are not required to opt out. They'll only ever receive an order confirmation and a reminder 24 hours before their event.)
What if I need to cancel or reschedule my event?
Cancelled: As long as you've cancelled your orders, any scheduled reminders will not be sent.
Rescheduled: For any rescheduled orders, reminders will automatically update to send 24 hours before the new event time. If the event date is moved to less than 24 hours away, the reminder is skipped as there is no longer sufficient lead time to send it.
Deleted: If an event is deleted, any scheduled reminders will be automatically cancelled.
What if I want to cancel event reminders for a live event?
It's not currently possible to cancel text message reminders for a specific event. The only way to stop reminders from sending is to cancel the event itself.
What happens if I refund an order with text message reminders?
You can choose whether to include the text message reminder line item in the refund. Please note: Ticket Tailor's 10p service fee per message is non-refundable and won't be returned to you, even if the original order has been refunded.
If all tickets for an event in the order are refunded and voided, the reminder for that event will be cancelled. However, if some tickets on an order are refunded, but at least one remains, the reminder for that event will still be sent.
If you're using multi-checkout, reminders for other events in the same order are unaffected if tickets for another event are cancelled and refunded.
💡 Things to note
Text message reminders are only available for paid events in GBP, sending to UK phone numbers.
The phone number field can't be hidden in your checkout form whilst text message reminders are enabled. It will automatically appear if you've turned on the feature.
Event dates and times in messages will match your box office's preferred format.
If your buyer's preferred reminder channel (WhatsApp) fails, the system automatically retries via the fallback channel (SMS). If both fail, the reminder is marked as failed with the reason recorded.
If you disable text message reminders, the option will no longer appear for new buyers. However, reminders that have already been scheduled for existing orders will still be sent as normal, since buyers have already paid for them.
You can't add a custom sender, even if you're paying for white label.
If a ticket buyer replies to a message, they'll receive the following reply: "Please note this chat is not monitored by the event organiser. If you have any questions about the event or your order please contact the event organiser directly."
If someone replies "STOP" to a message, they will opt-out and not get future reminders.