Configuring Email/Text Notification for Prepaid Card Balance

You can configure automated email/text messages (SMS) notifications to inform guests of balance in their prepaid cards. Guests use prepaid cards to pay for products, services, memberships, packages and gift cards. The notification can be customized to include details such as center name, guest name, gift card balance, etc.

Table of Contents


Configure and Customize Email or Text Message (SMS) Template

To configure and customize the email/text messages (SMS) template, follow the below steps:

  1. Ensure you are at the Organizational level.
  2. On the main menu, click the Admin tab.
    The Admin Dashboard appears.
  3. On Admin Dashboard, click Organization > Organizations. 
    The Manage Organization window opens.
  4. Click Email/Texts tab.
  5. Scroll down to the Guest section.
  6. To enable email/text notification for prepaid card balance, click Edit next to Prepaid Card Balance.

  7. The following fields can be customized in the Edit Organization window:
  • Prepaid Card Balance - Email 
    1. To send automated emails, select the Turn this automated email on check box.
    2. To send an email copy (Cc), click Add to include recipients by Username, employee Role, or Email.
      Note: For recipients added by Role, all employees mapped to the role selected in the guest's base center, will receive the email notification.
    3. Edit the Subject field and use the Available Macros if required.
    4. Use the Available Macros to customize the content for Plain Text and HTML emails. Depending on the recipient's browser, the email will be delivered as plain text (no formatting and images) or HTML text (includes images, links and formatting).
      Note: Click the Full Screen icon  in the editor to edit the text in full screen mode.
  • Prepaid Card Balance - Text Messages (SMS) 
      1. To send automated texts, select the Turn this automated message on check box.
      2. To Forward a message automatically, click Add to include recipients by Username, employee Role or PhoneNo.
        Note: For recipients added by Role, all employees mapped to the role selected in the guest's base center, will receive the message.
      3. Use the  Available Macros  to customize text messages.
        Note: Messages with more than 160 alphanumeric characters will require two or more text (SMS) credits. Messages with one or more Unicode characters (international/multilingual text characters) will require one text credit for every 70 characters.
  1. Click Save.

Available Macros

A macro is a placeholder text that gets replaced with specific data when inserted into an automated email/text message. Use the below macros to customize emails/text messages to include information such as organization name, guest name, center details, etc. For example, the [OrgName] macro gets replaced with the organization name when the notification is sent.


Available Macros



Prepaid card balance after redemption (corresponds to the Balance field in Guest profile-> Pre-paid Cards tab)


Country where the guest's base center is located


Primary phone number of the guest's base center (corresponds to the Phone 1 field in the center settings)


Secondary phone number provided for the guest's base center (corresponds to the Phone 2 field in the center settings)


Additional center information provided in the Additional Text field in the guest's base center Settings->Invoice & Receipts


City where the guest’s base center is located


Name of the center’s organization


The invoice amount for the current receipt (the amount for which the prepaid card has been used)


Receipt number for the current redemption


Name of the guest’s base center


Zip code/postal code of the guest's base center location


The invoice number generated when the package was purchased


State where the center is located


Complete address of the guest's base center (corresponds to the Address 1 and Address 2 field in the center settings)


Link to download the Customer Mobile Application (if the Organization has it enabled)


Email address of the guest's base center


Link to unsubscribe from transaction emails. Once guests unsubscribe, they will not receive any transaction related email, including appointment related emails


There are several possible reasons why an email/text message is not delivered or is not seen by a guest. Below mentioned are some common scenarios and troubleshooting tips. 

  • Guest cannot view an email.
    Email could have been delivered to the guest's Spam folder instead of the Inbox. Guide the guest to check the Spam folder.

  • Notification was not delivered.
    Navigate to the guest profile and click the Notifications tab to review the status of notification. A notification could have a SentPending or Failed status.  
    • If the status is Sent, the message has been delivered successfully. 
    • If the status is Pending, then Zenoti is awaiting confirmation that the email was delivered. Check the status after a few minutes.
    • If the status is Failed, it could mean that one of the following prerequisites have not been met:
      • Navigate to Admin > Organization >Settings and ensure Activate email and Activate text message options are selected.
      • Navigate to Admin > Organization >Email/Texts and ensure the  Prepaid Card Balance template is turned On in the EMAIL/TEXTS tab.
      • Verify that there are enough email and text (SMS) credits in the center to send notifications. You can view your available credits in the right panel at the organization/center level. Contact Support if you wish to add credits.
      • Verify if the guest profile has a valid phone number/email address.
      • Verify in the guest profile if the guest has opted to receive notifications. The Receive Transactional Emails and Receive Transactional Text Messages (SMS) check boxes must be selected.
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