I Am Not Receiving Emails from CellarPass

If you have properly set up your email notifications to be sent to your email address, it should arrive within a minute or two, depending on often your email refreshes of if your ESP (Email Service Provider) throttles or delays the delivery of your emails. Hotmail, Gmail, AOL and many other large ESPs are known for this during peak times.

Before Contacting Technical Support
Since there are many variables why emails are not being sent, please verify the following before contacting support as it could be easily solved by adjusting some settings based on what part of the system is generating the email to be sent to you.

NOTE: Any email address that is to be alerted must first be created as CellarPass User.

1. Reservation Confirmations
   Your email address must be configured to receive the Confirmation Email messages to be alerted as an admin. This is configured in Business, Notifications & Alerts. You will notice that all of your Experiences are listed here, allowing you to fully customize which admin Users are alerted when each event is booked.
   
   Click the Pencil icon to the far right of the event to add or remove a User. In the Receives Confirmation column click inside this input field. This will show you a list of all available Users. Select each one, max 3. Once done, click the Save button to the far right.
   
   
2. Reservation Cancellations
   Your email address must be configured to receive the Cancellation Email messages to be alerted as an admin. This is configured in Business, Notifications & Alerts. You will notice that all of your Experiences are listed here, allowing you to fully customize which admin Users are alerted when each reservation is Cancelled. 
   
   Click the Pencil icon to the far right of the event to add or remove a User. In the Receives Cancellation column click inside this input field. This will show you a list of all available Users. Select each one, max 3. Once done, click the Save button to the far right.
   
   
3. Ticketed Event Sales Receipt
   Your email address must be configured to receive the Ticket Sales Receipt messages to be alerted as an admin. This is configured in Business, Notifications & Alerts. You will notice that all of your Ticketed Events are listed here at the bottom, allowing you to fully customize which admin Users are alerted when a ticket order is processed. 
   
   Click the Pencil icon to the far right of the event to add or remove a User. In the Receives Confirmation column click inside this input field. This will show you a list of all available Users. Select each one, max 3. Once done, click the Save button to the far right.
   
   Viewing Activity
   To verify CellarPass is sending notifications to the defined email addresses, there's telltale metadata on the Notifications section on the Reservation Details page of the reservation or at the bottom of the Ticket Order.

Your Mail Server is Blocking CellarPass Emails
If you see that CellarPass is correctly sending emails to your email address, there are times when someone at your business may have accidentally marked one of our emails as spam, which can cause your mailservers to send our emails to the Spam folder. You will need to contact your ESP or IT team for further assistance.

We recommend that you request them to "whitelist" the entire CellarPass domain (and wildcard if they support it) as emails can be generate from many of our different subdomain mailservers such as [e-mail]