Didn’t get your tickets?
If you purchased tickets but don’t see the confirmation email, Gmail may have mistakenly sent it to your Spam folder. This guide will help you quickly find your Spam folder, mark your ticket email as “Not Spam,” and make sure future emails from the venue land in your inbox.
At ThunderTix, we work hard to ensure ticket confirmations are delivered instantly—but sometimes Gmail filters them incorrectly. Here’s how to fix it.
Finding the Spam Folder in Gmail
If you find a message wrongly classified as spam, you can unmark the message. Just select the message, and click the Not Spam button that appears at the top and bottom of your current view. Unmarking a message will automatically move it to your inbox.
A. Desktop
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Log into Gmail on your computer.
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In the left-hand menu, hover over any folder name—this expands the full list of labels.
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Click Spam to open it.
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If your ticket email is there, check the box next to it.
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Click Not Spam at the top of Gmail.
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The email will move to your Inbox automatically.
Important: Once Gmail flags a sender as spam, it may continue sending future messages from that sender—and sometimes even to other recipients—to Spam. Fixing it now helps prevent missed tickets later.
B. Mobile (Gmail App)
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Open the Gmail app on your phone or tablet.
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Tap the menu icon (three horizontal lines) in the top left.
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Scroll down and tap Spam.
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Open your ticket email and tap Not Spam.
Always Show the Spam Folder
To make the Spam folder always visible:
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Click the gear icon (Settings) in Gmail.
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Choose See all settings.
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Go to the Labels tab.
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Find Spam and choose Show (or Show if unread).
The following steps describe how to locate the Gmail 'Spam' folder and then remove the "spam" flag by adding the sender to your list of contacts.
Add the Sender to Your Contacts
Adding the venue’s email address to your Gmail Contacts helps ensure future tickets go straight to your Inbox. Gmail will deliver messages from members of your Contacts list to your inbox, unless we know with high confidence that they are spam.
Some messages sent from contacts which are very clearly spam can be sent directly to your Spam label. More importantly, in some cases messages from contacts will not be sent to Spam but will be marked with a red warning banner if the content is suspicious - for example, your friend's or contact's account has been compromised and used to send phishing messages.
Quick method:
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Open the ticket email.
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Hover over the sender’s email address.
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Click Add to contacts in the pop-up.
Formal method:
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Click Gmail in the upper-left corner, then select Contacts.
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Click Create contact and enter the sender’s info.
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Gmail will save the contact automatically.
Prevent Missed Tickets in the Future
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Add the venue to your Gmail Contacts list.
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Mark any ticket emails as Not Spam immediately.
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If you consistently find ticket confirmations in Spam, create a Gmail filter to “Never send to Spam” for the venue’s email address.
Mouse Pointer Roll-over "peek"
1. As seen in the image above, Gmail's 'Spam' folder can be hidden from view by default. To view the folder, simply hover your mouse pointer over any of the folder names in the left column of the GMail user interface (UI).
2. The column will expand to show all the folder labels, including the 'Spam' folder.
3. Clicking on the 'Spam' folder text will load the folder into the main UI window.
4. If your email delivery test has resulted in the test email being sent to the 'Spam' folder, it will appear as unread, in bold text, with the name and email account used.
5. Click the square box on the left corner of the display bar representing the email. A check mark will appear.
6. Then click the 'Not spam' button at the top of the Gmail UI. This will automatically move the email from the 'Spam' folder to the 'Inbox'.
Important - By being flagged as "spam" by Google, all subsequent emails sent from that email account may also be sent to your Gmail 'Spam' folder. Worse still, the flag may apply to everyone to whom you send email to. It is important to correct the errant "spam" flag by adding the sender to your list of contact (See below)
Always Show Spam Folder
You can configure Gmail's 'Spam' folder to be displayed in different ways. To change the setting so that the 'Spam' folder is always shown, use the following steps.
1. In the upper right corner of the Gmail UI, click the gear icon. A drop down menu will appear.
2. Click 'Settings'. The main window will refresh with all available settings.
3. Click 'Labels'.
4. Scroll down until you see the 'Spam' folder setting.
5. Choose from "show", "hide" or "show if unread". You may change the setting back and forth to your liking.
Exactly how you configure your Gmail account is up to you but if you have found one of your test email confirmations in the 'Spam' folder, or if the 'Spam' folder was already set to "hide", you are encouraged to make the 'Spam' folder visible and add the sender to your contact (See below).
For Event Organizers & Venues
Don’t let customers miss their tickets.
ThunderTix gives you full control over ticket delivery—resend confirmations instantly, track delivery status, and reduce spam flagging issues.
No ticketing fees, no percentage of your sales—ever.
Learn more about ThunderTix features →