Punchpass automatically sends email notifications to customers and admins to keep everyone informed about reservations, cancellations, and other key updates.
Email Notifications vs. Automations
Punchpass offers two ways to send emails to customers:
Email Notifications (this article): System-generated messages for reservations, cancellations, and reminders. These are automatic and transactional.
Automations: Customizable emails triggered by customer activity, such as welcome emails or follow-ups. These will be sent from your business email address. Learn more about Automations in Punchpass.
If you're looking to send marketing emails or personalized messages, use Automations instead of Email Notifications.
Managing the Automated Customer Email Notifications
Punchpass will send the following messages automatically to your customers.
Email templates for all editable customer messages live in Manage Settings > Customer Communications. To edit an email notification, click the template you want to modify, update the text, and save your changes.
Email Notifications Punchpass Sends for Purchases
Notification | Can You Customize the Message? | Purpose | Additional Notes |
Purchase receipt | ✅ Yes | Sent when a customer purchases a pass | Includes business information, but to add tax info visit (Manage > Settings > Taxes & |
Membership Renewal Receipt | ❌ No | Notifies customer their membership has renewed successfully | Can turn sending on and off in Manage > Settings > Customer Communications |
Payment Failed | ❌ No | Notify customers when membership payments and ACH payments fail |
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Membership Expiring Soon | ❌ No | Notifies customer their membership is coming to an end |
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Pass Expiring Soon Reminder | ✅ Yes | Sent before a pass expires |
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Email Notifications Punchpass Sends for Reservations
Notification | Can You Customize the Message? | Purpose | Additional Notes |
Reservation Confirmation | ✅ Yes | Sent when a customer books a class. | Ticketed classes receive their receipt in this reservation confirmation. |
Class Reminder | ❌ No | Additional reminder sent a predefined number of days before class | Turn sending on or off in class settings. (Manage > Classes, select a class) |
Online Class Starting Soon | ❌ No | Shares online class link approximately 20-30 minutes before class. | If someone registers after this is sent, they'll receive the class link in their reservation confirmation and can find it in the app. |
Customer cancels reservation | ❌ No | Auto-sent when customer cancels a reservation |
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Waitlist Confirmation | ❌ No | Sent when a customer joins a waitlist |
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Waitlist Promotion | ❌ No | Sent when a customer gets moved from the waitlist to the class | The email template sent follows your Waitlist settings in Manage > Settings > Online Reservations |
Account Invitation Email | ❌ No | Sent when inviting customers to create an account |
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Customizing Invoices and Receipts
We also have options for adding more information to your receipts.
Resending Customer Reservation Reminders
From the class details page, click on the three-dot icon next to the customer name and press the "Resend Email" button.
Tracking Customer Emails
You can track emails sent to customers in several places within Punchpass!
From the customer account. Click on the Emails tab.
Using the Email Sent Report (Reports > Emails Sent). This list is limited to the last 100 emails sent, but you can search by email address or full customer name and browse through all of the results. Business notification emails are excluded.
Frequently Asked Questions About Customer Emails
Can I change the sender's name or email?
Yes! You can update the sender name in Manage > Settings > General Settings. Emails sent will show your business name and include your business
The emails will also automatically include the contact information provided.
To add any tax specific information, please visit Manage > Settings > Taxes, Invoices, & Revenue.
Can I send additional reminders?
No, the built-in reminders are limited to one per class. If you need more reminders, consider setting up an Automation (Manage > Settings > Automations).
Do customers get a receipt for purchases?
Yes! Punchpass automatically emails receipts for pass and membership purchases.
A customer isn't receiving email notifications. What do I do?
There are a couple of things that might be happening, but if you have any doubts, please reach out to Support with the customer's name and email address.
When a new customer account is created, do you send me an email?
Punchpass doesn't send a company email when a new customer signs up for your studio, but you can track new customers (and send them an email) using in the New Customers report.
Examples of Transactional Emails Sent Through Punchpass
Purchase Receipt
Membership Renewal Receipt
Pass Expiring Soon
Reservation Reminder (Optional)
Online Class Starting Soon
