Contacting Event Hosts

The Contact Host feature allows guests to reach out to event organizers with questions or requests. This guide explains how it works for both guests sending messages and hosts receiving them.

How Contact Host Works

Contact the Host Button

The primary way to contact an event host is through the Contact the Host button:

• Available on event pages on the luma.com website, iOS app, and Android app
• Guests must be signed in to Luma to use this feature
• Messages are sent via email to the event organizer
• The host can reply directly to the guest's email address

Reply to Event Emails

Guests can also reply to most automated emails from Luma about the event:

• Registration confirmation emails
• Event reminders
• Calendar invites
• Event updates

When replying to these emails, messages go directly to the event host, not to Luma support.

Who Receives Contact Messages (Important for Hosts)

Messages go only to the event creator.

• Contact messages are sent to the original creator of the event (the person who first created it)
• Co-hosts and managers added later do not receive these messages
• The event creator cannot be removed or changed, even when transferring events to Team Calendars
• If the creator's email is no longer active (e.g., former employee), messages may go undelivered

What hosts receive:

• An email with subject: "New message from [guest name] for [event name]"
• The guest's message and email address
• Reply-to is set to the guest's email for direct response

Best Practices for Organizations

To ensure contact messages reach the right people:

• Create events under a Team Calendar from the start - This establishes proper organizational ownership
• Use shared email addresses when creating events that multiple people need to manage
• For existing events from former employees - Consider transferring to a Team Calendar (note: messages will still go to the original creator)
• Add alternative contact information in the event description as a backup method

Common Reasons Guests Contact Hosts

Registration questions:

• Waitlist status
• Event capacity
• Registration requirements
• Group registrations

Changes and cancellations:

• Unable to attend
• Need to update registration information
• Request a refund (for paid events)
• Transfer tickets to someone else

Event details:

• Venue accessibility
• Parking information
• Specific requirements or accommodations
• Schedule changes

Additional Ways to Find Host Contact Information

• Check the event description - Many hosts include contact information or social media handles
• Visit the host's calendar page - Click on the host's name to view their calendar, which may include:
  • Links to their website
  • Social media profiles
  • Business contact information

Tips for Effective Communication

For guests contacting hosts:

• Be specific about your question or request
• If requesting a refund, explain your situation clearly
• Allow reasonable time for a response

Platform Support vs. Host Support

Contact the event host for:

• Registration questions and approvals
• Refund requests for paid events
• Event-specific information (parking, accessibility, etc.)
• Waitlist status
• Ticket transfers

Contact Luma support ([email protected]) for:

• Payment processing errors
• Account access issues
• Platform bugs or technical errors
• Help with platform features

Note: Luma Support cannot update registration status or process refunds - only event hosts can manage their guest lists.