Email Delivery + Open Troubleshooting
We send millions of emails a month. Some of these emails will have issues. They won't be delivered or will bounce or be marked as spam.
Delivery Tracking
If we show that an email has been delivered, that means that the email was sent and we received a confirmation from the email provider that the email was accepted.
This does not mean that the email will show up in the recipients inbox. Email providers often have additional filters after this step.
Open Tracking
For certain emails, we will show you if a guest opens the email.
We track opens by inserting a small 1x1 image into the email. When the user opens the email, the image is loaded and we mark the email as opened in Luma.
This is not a foolproof system — some email clients will refuse to load images and not mark emails as opened while other email clients will load images before the email is opened.
Finding Emails Sent to Guests
For event emails: You can view all messages sent to a specific guest by going to Manage Event > Guests tab and clicking on the guest's name. This opens a detailed view showing all emails sent to that guest and whether they opened them.
For newsletter emails: You can see delivery and open information by going to your Calendar > Newsletters tab.
Managing Email Preferences
Guests can control how they receive your messages through several methods:
- Notification Settings: Guests can turn off email notifications in their account settings
- Calendar Unsubscribe: Guests can unsubscribe from your calendar to stop receiving calendar-related emails
- Email Footer Links: All Luma emails include unsubscribe options in the footer
Email Variables and Customization
Can I use variables like {{guest_name}} in my emails?
Luma does not currently support email template variables or dynamic field replacement in confirmation emails or system messages. This means you cannot use variables like:
{{guest_name}}or{{name}}{{email}}{{ticket_type}}- Any other dynamic placeholders
While Luma allows you to customize the content of certain emails (like the body of registration confirmation emails), this customization applies to all recipients. You cannot personalize emails individually for each guest using variables or placeholders.
If you need to send custom information to your guests, you can use Event Blasts to send messages with specific content. However, Event Blasts also do not support variable replacement - the same content will be sent to all selected recipients.
FAQ
Guests are not receiving my emails. How can I troubleshoot that?
You can ask guests to search for emails from the following addresses and to add these as contacts in their address book:
With certain emails, you can try resending the email to the guest.
You can also ask the guest to sign in at lu.ma/signin — if there are issues delivering emails, we will show them how to fix it as part of signing in.
Do you provide click tracking?
We don't provide click tracking. We may add that in the future.
Do I need to set up DMARC, DKIM or SPF?
No, we don't send from your domain, so you don't need to worry about setting this up.
How are sender email addresses determined?
The sender email address depends on whether your event is hosted by a team calendar or personal calendar:
-
Team Calendars: Emails are sent from
{calendar-slug}@calendar.luma-mail.com. You can customize this by setting your calendar's public URL slug in your calendar settings. For example, if Starbucks sets their calendar slug to "starbucks-events" (public URL: lu.ma/starbucks-events), their event emails will come from[email protected]. -
Personal Calendars: Emails are sent from the event creator's account as
{username}@user.luma-mail.com. For example, if your username is "johndoe", emails will come from[email protected].
Can I send emails from my own domain?
We may support this in the future as a paid feature, but right now we send all emails from lu.ma and luma-mail.com domains.
Unbouncing Your Email
If your email has been marked as bounced (either because it hard bounced or because you marked a Luma email as spam), you'll need to unbounce it to continue receiving emails from Luma.
To unbounce your email:
- Send an email from the exact email address that was bounced to [email protected]
- The subject line should be "Reactivate"
- You must send this from your actual email address, not an alias or forwarding address
Important: This security procedure ensures we only send emails to people who have explicitly consented to receive them. We take email consent seriously and will only reactivate emails when we receive a request directly from the affected email address.