WhatsApp/SMS 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.
💡 WhatsApp/SMS reminders are currently only available for UK based Event Creators.
How to set up WhatsApp/SMS reminders
Head to Settings, then go to WhatsApp/SMS reminder' in the left-hand side menu.
Tick Enable WhatsApp/SMS 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 WhatsApp/SMS 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 WhatsApp/SMS 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 WhatsApp/SMS reminders appear to your ticket buyers
Once you've enabled WhatsApp/SMS 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 WhatsApp/SMS reminders 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 WhatsApp/SMS 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 WhatsApp/SMS Reminders billing history
To see your SMS usage and costs:
Head to Settings, then Billing.
Select the WhatsApp/SMS Reminders tab.
You'll see a breakdown of:
Total messages sent.
Total amount collected from customers.
Your costs for WhatsApp/SMS 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 WhatsApp/SMS usage records.
💡 WhatsApp/SMS 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 Whatsapp/SMS 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 WhatsApp/SMS 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.
What if I want to cancel event reminders for a live event?
It's not currently possible to cancel WhatsApp/SMS 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 WhatsApp/SMS reminders?
You can choose whether to include the Whatsapp/SMS 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.
💡 Things to note
WhatsApp/SMS 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 WhatsApp/SMS reminders are enabled. It will automatically appear if you've turned on SMS reminders.
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.
You can't add a custom sender, even if you're paying for white label.
If someone replies to a WhatsApp 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."
It's not possible to reply to an SMS, so if this is attempted, it will fail to send.