Ticket Attachments
Organizer Guide
4 min read
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On this page
Ticket attachments let you send your own PDFs alongside the ticket confirmation email — house rules, travel or arrival instructions, a programme, your own terms and conditions, or anything else attendees should have before they arrive. Find it under Marketing → Attendee comms, on the Ticket attachments tab. Viewing needs access to the event; uploading and changing needs permission to edit it.
What you can do here
- Upload a PDF — give it a name and, optionally, a language.
- Add to this event or Remove from this event any document you have uploaded.
- Preview a document straight from the list before you add it.
- Delete a document you no longer need, from anywhere it is used.
Give the PDF a Name ①, optionally pick a Language ② (Everyone by default), choose the PDF file ③ and click Upload. In Your documents, a document marked Sent with tickets has Remove from this event ④; the others have Add to this event.
How it fits together
- Uploading a PDF puts it in your library and adds it to this event at once.
- On another event, open this page and click Add to this event on a document from your library. Nothing goes out until a document is added to the event.
- From then on, every ticket confirmation email for this event carries that PDF, using the name you gave it as the file name the attendee sees.
- Click Remove from this event to stop sending it on this event; the document stays in your library for other events.
Library vs. event
- A document belongs to you, not to one event — upload your house rules once and add them to any event you run.
- Removing a document from an event leaves it in your library, untouched, ready to add elsewhere.
- Delete removes it from every event that sends it and deletes the file itself. There is no undo.
Naming and language
- The name you give a document becomes the file name the attendee sees when it lands in their inbox — give it a real one (“House rules”) rather than whatever your scanner or camera called the file.
- Leave the language field blank to send a document to every buyer, regardless of what language they are reading the site in.
- Tag a document with a language to send it only to buyers reading that language — that is how you carry German and English house rules side by side without mailing both to everybody.
Good to know
- PDF only — nothing else is accepted, at upload or in this feature.
- Attachments ride on the confirmation email only. A ticket that is re-sent later — from the Resend button on an order, a bulk resend, or an admin resend — goes out without them.
- This applies to the whole event, not to individual ticket types — there is no way to attach a document to only one type.
- Free events get attachments too; nothing here depends on a paid ticket.
- Each file is capped at 5 MB, and everything attached to one event together is capped at 10 MB — that is the ceiling for the whole email, ticket PDF included. Email providers reject a message over that outright, and a rejected confirmation is a customer with no ticket at all, so if your attached documents together go over the limit, whichever ones push it over are skipped and the ticket still goes out. The screen shows a running total and warns you once you are over.
- If a document’s file has gone missing from storage, it is skipped the same way — the ticket still goes out, and the screen marks the document so you find out before a buyer does.
Troubleshooting
- I uploaded it but nobody received it — it only rides on new confirmation emails. Check it says Sent with tickets for this event; and if the buyer you are checking got their ticket by a resend rather than the original confirmation, that resend never carried attachments in the first place.
- A buyer did not get the German version — the document is likely tagged for one language and their account reads another. Leave it untagged if you want everyone to receive it regardless of language.
- My file was refused — it is either over 5 MB or not a PDF; both are rejected at upload.
- The total warning is showing — three files can each sit under the 5 MB file limit and still add up past the 10 MB email limit between them. Remove one, or split your content across fewer, smaller documents.