This guide is for System Admins who choose which team members get an email when someone books a course, registers, pays, cancels or sends a message. It also explains what to check when a booking notification did not arrive, arrived twice or went to the wrong person.
Admin Email Recipients: The team members or user groups who get booking and other administration notifications. You choose them for the whole account and, if needed, for one course. Selecting someone does not change their user role.
Facilitators / Owners: The people assigned to deliver a course or course date. They get facilitator reminders and date emails, not booking notifications, unless they are also Admin Email Recipients. See Choose Facilitator Emails and Calendar Invitations.
Who Gets New Booking Emails if Nobody Is Selected
If no Admin Email Recipients are selected for the account or the course, every team member with the System Admin role gets the booking notifications. Course Owners and Facilitators do not get them unless you select them. Leaving the lists empty therefore does not turn these emails off.
Stopped Receiving New Order or Booking Notification Emails
If bookings or registrations are coming in but the new order email you usually get has stopped, or new order emails go to one address but not another, check these in order:
Open the course's Course Owners settings and look at Admin Email Recipients. A course with its own list sends only to that list, whatever the account defaults say.
Open Settings > User Management > Admin Email Recipients and check that the person, or a group they belong to, is selected. If someone changed this setting, the new selection applies to later bookings.
If the person gets the emails through a group, check that they are still a member and that they still have access to your account.
Check how the order was created. Orders brought in by an import send no booking notification. An order you add yourself in Admin with its confirmation email switched off (Send confirmation email, or for a free booking Send booking confirmation email or Send order confirmation email) sends no new order email either. An order cancelled with Email the customer and participants unticked sends no cancellation email to anyone, including your team.
As a System Admin, open Users & Facilitators, select the person and open Messages. Select a recorded email to open View Message and check its recipient, subject and status. If it was sent, ask the person to check their spam or junk folder.
If the email is still missing, contact Cademy Support with the course, the order, the recipient and the time of the booking.
An empty message history is not proof that no email was sent, and Delivered does not prove the email reached the inbox. See Find Sent Emails and Check Delivery Status.
Choose Who Gets New Booking Emails for the Whole Account
This selection is the account default. It applies to every course that has no selection of its own. You need the System Admin role.
In the Admin dashboard, open Settings, then User Management.
Find Admin Email Recipients, below Facilitator Emails.
Select the people or groups who should get the notifications. Check that each selected group contains the intended members.
Select the Save button in the Admin Email Recipients section.
Reopen Settings > User Management and check the saved selection.
Each person gets one copy of each notification, even if they are selected directly and through a group, or through two groups. Only people who still have access to your account get them.
Send One Course's Booking Emails to Different People
Use this when one course's bookings should go to someone other than the account default, for example the person who runs that course.
Open Courses, select the course and select Edit Course.
Open Settings, then Course Owners, or the Owners option using the course's configured name.
Under Admin Email Recipients, select the required people or groups. If the field says it is using account-level defaults, changing the selection creates a selection for this course only.
Select Save at the top of the course editor. Reopen the Owners settings and check the selection.
A course with its own list uses that list instead of the account defaults. If the course list is empty, the account defaults are used. Changing the account defaults does not change a course's own list, so check existing courses one by one. A course created while the account had no defaults can already have its creator saved as its own recipient.
Turn Off Notification Emails or Exclude an Admin From Them
There is no personal setting or unsubscribe option that turns these notifications off for one person. To stop someone getting them, choose the recipients explicitly and leave that person out.
Open Settings > User Management > Admin Email Recipients. If the field is empty, every System Admin gets the emails: select the people who should get them instead, then select Save.
If the person is in the list, remove them with the cross on their name. If they are in a selected group, remove them from the group or remove the group.
Open the Course Owners settings of courses that have their own list and do the same there.
Important: For booking notifications, a selected user group with no members leaves nobody to email, and the emails do not fall back to the account defaults or to System Admins. Check group members before you rely on a group.
The Facilitator Emails switches in the same settings page do not stop booking notifications. They control only reminders, date updates and calendar invitations for facilitators.
Receiving Two Email Notifications for Every Booking
Each person gets one copy of each notification. Some bookings send two different notifications at different times:
Invoice orders: a new order email when the order is placed, then an Order paid email when the invoice is paid.
Deposit orders: a new deposit order email when the deposit is paid, then an Order paid email when the balance is paid.
Monthly instalments: a new instalment order email at the first payment, then an Order paid email when the plan is paid in full.
Bookings that need your approval: a new order request email when the customer books, then another email once you approve the booking and its payment is taken.
Read the subject lines to tell these apart. If you get two identical emails for one booking, contact Cademy Support with both emails.
What the New Booking Notification Email Contains
The new order email has the subject New order from followed by the customer's name and the course. It shows:
the course, its date, delivery method and town, and the participants booked on it;
the price options and extras bought, discount codes, gift card, VAT, the total, the amount paid, the payment method and the payment status;
the customer's name, email address and phone number, and billing details when there are any;
a View Order button that opens the order in the Admin dashboard.
Replying to the email starts a conversation with the customer. Deposit and instalment orders use the same layout with their own subject. You cannot change the wording or layout of this email: Cademy's notifications to your team are not in Email Templates, which holds the emails your customers and participants get.
Which Emails Go to Admin Email Recipients
Booking and administration notifications include new orders, paid and overdue payments, booking cancellations, course requests and enquiries. Their recipients are chosen as follows:
Notifications about one course use that course's list, or the account defaults if it has none.
An order containing several courses sends one email to the combined recipients of those courses, using the account defaults for courses without their own list.
Enquiry and message notifications can go to the people or groups assigned to the conversation, rather than the course's current list.
A form response taken through a course uses that course's list.
For deposit payment steps and outcomes, see Take a Deposit and Collect the Balance Later. A notification is not a substitute for checking the order and its payment status.
Do Facilitators Receive Gift Card Purchase Emails?
When a gift card is bought, your team's notification goes to the account-level Admin Email Recipients, not to a course's list. A Facilitator gets it only if they, or a group they belong to, are selected there. If the account list is empty, only System Admins get it. The emails to the buyer and the gift card recipient are separate.
Frequently Asked Questions
Should I select someone as a Facilitator / Owner or an Admin Email Recipient?
Use Facilitators / Owners for the people who deliver a course or date. Use Admin Email Recipients for the people who handle bookings and payments. Select both if both apply; the person keeps their user role.
Why did changing the account recipients not change a course's recipients?
A course with its own list keeps using that list. Open the course's Owners settings and check its Admin Email Recipients. Changing the account defaults does not overwrite it.
Does clearing Admin Email Recipients stop admin emails?
No. An empty course list uses the account defaults; if both are empty, every System Admin gets the emails. Select the intended people instead.
Do the Facilitator Emails switches stop booking notifications?
No. They control only facilitator reminders, date updates and calendar invitations.