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Receipt messages – missing styling?

Posted: May 3, 2018 at 9:16 am

May 3, 2018 at 9:16 am

We have styled the messages that go out to customers when they register for an event. After a transaction has been completed, we can click “View Message” from the dashboard, and the styled message appears as expected. However, the Event Admin gets copies of these emails, and the emails, themselves, have no styling applied. We don’t want our customers receiving unstyled messages. How can we ensure that the styled/formatted emails are going out to customers, and why might the customers and/or admin be receiving unstyled messages?


  • Support Staff

May 3, 2018 at 10:27 am

The admin messages use a different template than the messages that go out to the customers. So if you added styles for the customer messages only, that would be why the admin is receiving an unstyled message.

May 10, 2018 at 10:32 am

The admin confirmed that their emails used to have the same styling. Not sure why that would have changed. How can we apply the same template to both emails?


  • Support Staff

May 10, 2018 at 11:50 am

You can set edit those in Event Espresso > Messages > Default Message templates. Each message type will have at least one registrant context, and one event admin context. You can copy over the contents of the registrant template over to the event admin template.

May 11, 2018 at 8:12 am

Sorry, I’m not sure I follow. If I go to that page, I can see that the Receipt and Invoice message templates are set to go to the Purchaser only, whereas other templates are set to go to the Event Admin and Primary Registrant. But clicking “Purchaser” or “Edit” or “Switch Recipient” doesn’t seem to give me any options to change that. How do I add Event Admin to those templates? (And why would those settings have changed on their own?…)


  • Support Staff

May 11, 2018 at 12:40 pm

Receipts and Invoices are not actually emails. You mentioned that “The admin confirmed that their emails used to have the same styling”.

Maybe you can clarify, is the document that’s missing styling an email, a receipt, or an invoice?

May 11, 2018 at 2:29 pm

Sorry, we’re talking about “Registration Notification” emails. The consumer gets a styled email like this; The admin gets an unstyled message like this. They both used to get the styled version. Thoughts?

May 11, 2018 at 3:40 pm

Actually, if I can add on to this, the admin is no longer receiving these notifications at all. This is having an impact on their ability to do business. I can see that “Event Admin” is supposed to get a Registration Notification, and when I preview it on the back end, it looks as it should. But as people register for the event, the Registration Notification emails (a) weren’t styled in the Admin’s inbox, and now (b) aren’t being sent at all. Please help point me in the right direction. Thanks for your help.


  • Support Staff

May 11, 2018 at 8:05 pm

You can edit the registration notification templates in Event Espresso > Messages > Default Message templates. Each message type will have at least one registrant context, and one event admin context. You’ll click through to edit the admin context. A number of things can cause the messages to no longer be received. The first place to check is the email address set in the To: field. If the email address set there isn’t correct, it will need to be corrected.

If the email address set in the To: field is correct, then they could check the spam folder of their email account. Other troubleshooting steps include:

Do a test send email on the email Message template editor page, do you receive the test?

You can install this plugin to verify whether the mail actually gets sent or not:

Oftentimes if the mail server is of the “built in with the shared hosting plan” type, there will be a built-in outbound spam filter (to protect the shared hosting customers email reputation in case one of the neighbors starts sending spam). These can be a bit overzealous and flag emails of a transactional nature.

In most cases, setting up a third party service to deliver email will resolve email delivery issues. The built-in mail servers (especially those that are used for shared hosting accounts) can be unreliable. We recommend using a service like Mandrill, Postmark, or any of the other services listed in our documentation for sending transactional email. More info here:

Alternatively, you could also use a gmail account and configure a plugin like the WP Mail SMTP plugin to send the emails.

May 12, 2018 at 3:29 pm

Using Gmail with the WP Mail SMTP plugin seems to have done the trick. THANK YOU for your help!

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Updated by 8 months, 1 week ago ago

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