Punchpass automatically sends email notifications to keep your customers informed about their bookings, purchases, and pass usage. Some of these emails are built-in and sent instantly when an action occurs — others can be set up and customized by you using Automations.
This guide covers both types of communication, so you can stay in the loop on what your customers are receiving — and how you can tailor the experience to match your brand and tone.
System Email Notifications (Automatic)
These emails are sent automatically by Punchpass when customers take action — like booking a class, making a purchase, or using a pass.
Notification | When it's sent | Can I customize it? |
Purchase receipt | Immediately after a pass is purchased | ✅ Yes – subject + body |
Membership renewal receipt | Each time a membership renews (if enabled) | ❌ No |
Payment failed | When a membership or ACH payment fails | ❌ No |
Pass expiring soon | X days before expiry or 2 uses left (if enabled) | ✅ Yes – subject + body and the timing |
Reservation confirmation | Right after a class is booked | ✅ Yes – subject + body |
Class reminder | A day before class (if enabled per class type) | ❌ No |
Online class starting soon | ~20–30 minutes before an online class begins | ❌ No |
Reservation cancellation | When a customer cancels a booking | ❌ No |
Waitlist confirmation | When a customer joins a waitlist | ❌ No |
Waitlist promotion | When a customer gets added from the waitlist | ❌ No |
Invitation to create account | When you manually create a customer account for someone to join Punchpass | ❌ No |
You can manage or edit the customizable templates under Manage > Settings > Customer Communications.
Customizing Email Notification Content & Appearance
While many system emails have fixed content, some elements can be customized to better match your brand. Here’s what you can personalize:
✅ What You Can Customize:
Studio Name & Logo: Display your studio's logo in the email header.
Class Names & Descriptions: These appear in booking confirmations and reminders.
Pass/Membership Names: These are included in receipts and renewal reminders.
Instructor Name: This is shown in reminders if instructors are listed in your schedule.
Customizing the Appearance of Your Emails:
You can modify the look of your emails by adding your studio's logo and setting your brand’s colors.
Logo: Add your logo to display at the top of your emails.
Colors: Choose your primary and secondary colors to align with your brand's style.
To adjust your logo and colors:
Head to Manage > Settings > Public Web Pages
Logo size: For the best display, we recommend uploading a logo with dimensions around 350w x 140h (JPG or PNG format).
For further details on customizing the appearance of your Punchpass account, check out our guide on customization.
❌ What You Can't Customize:
Layout or Formatting: You can’t change how the emails are structured.
Subject Lines or Body Text: Most system emails are fixed in content.
Email Delivery Timing: The timing of system emails (like reminders) can’t be adjusted, though you can turn some off.
Need more flexibility? That’s where Automations come in (see next section).
What Are Automations?
Punchpass Automations let the system take action based on a customer’s activity — like booking a class, finishing a pass, or joining a membership. There are various Automations that send emails, which are great options for welcome sequences, follow-ups, or reminders with your own tone and branding.
Sent from your business email
Fully customizable content (subject, message, links, etc.)
Designed for personal or marketing-style communication
Pro Tips for Email Notifications
Track email delivery and performance:
Use the Emails tab on customer profiles to see whether an email was successfully delivered. You can also monitor whether emails are opened or bounced.
Add a booking agreement or waiver link:
To ensure customers agree to your terms, you can include a booking agreement or waiver link in your Automations or Booking Confirmation emails.
Want to include special instructions (like parking, arrival time, or a waiver link)?
→ Add them to the class description or use a custom Automation.
To resend a customer’s booking confirmation:
→ Go to the class > find the customer > click the three dots > Resend Email
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.
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.
Tip: The New Customers Report can be found by clicking Customers > Active Customers. From the Active Customers list, click on the Filters dropdown and select New Customers.
Do clients have an option to add their booking to their calendar right after booking? If not, can they?
Yes, it appears in the Reservation Confirmation Email, and it also comes up on the reservation confirmation screen after they book. Reservations can also be added to a calendar from the My Reservations section of the customer account.
Examples of the Transactional Emails Sent Through Punchpass
Here's what the templates might look like to a customer. You can manage or edit the customizable templates (see table above) under Manage > Settings > Customer Communications.
Reservation Confirmation
Purchase Receipt
Membership Renewal Receipt
Pass Expiring Soon Notifications(Optional)
The top of this message can be customized in Manage > Settings > Customer Communications. This pass notification must be activated per pass in Manage > Passes.
Example of the Two Credits Remaining Notification
Example of the Pass Expiring Soon Notification
This email is sent X amount of time before pass expires.
Reservation Reminder (Optional)
Online Class Starting Soon
Still have questions or want help setting up your ideal flow? Reach out to us anytime — we're happy to help you craft a seamless and personal customer experience.