Use Confirmation Emails to Answer Questions Before They’re Asked

Your confirmation email is one of the most important touchpoints with your runners—it’s your chance to answer common questions, set expectations, and reduce incoming support before it starts.

UltraSignup allows you to customize the confirmation email copy that is sent to participants after registration

Where to Find It

You can edit your custom confirmation message directly in your edit event settings:

Event Setup→ Edit Event → Email Confirmation

UltraSignup event dashboard with the Email Confirmation Copy field displayed, allowing race directors to customize the message included in runner confirmation emails.

Why Add Custom Confirmation Email Copy?

This section lets you add custom messaging that appears in your runners’ confirmation emails.

Think of it as your post-registration “next steps” hub—a place to proactively answer questions and guide your runners.

A strong confirmation message can:

Reduce runner emails and confusion
Improve race-day preparedness
Set clear expectations and policies
Create a more polished, professional experience

What to Include in Your Confirmation Email

For standard registrations, we recommend including:

Race-Day Essentials

Link to your Runner Manual
Packet pickup details (dates, times, locations)
Race-day logistics (parking, shuttles, start times)

Links to Runner Resources

Link to your store (for parking, shuttles, add-ons)
Social media links for updates and community
Course maps, GPX files, or important resources

FAQs & Support

Answers to common questions
Clear instructions on what to do if a runner needs help
(e.g., “Contact us at…” or “Visit our Help Page…”)

Policies

Refund, transfer, and deferral policies
Cancellation policies
Any important race rules or expectations

Confirmation Email Copy for Pending Orders

Waitlist or Lottery Events

If your event uses a waitlist or lottery, this is a great place to explain:

How the selection process works
When runners can expect updates
What happens if they are selected
Any deadlines or required actions

This helps set expectations and reduces follow-up questions.

Formatting Tips (HTML Supported)

You can use basic HTML to format your message and make it more readable:

Bold text for important information
Links to direct runners to key resources

Keep formatting simple—clean, easy-to-scan emails perform best.

Example confirmation email showing custom messaging with bold headings and links to a runner manual, packet pickup details, and a social media group.

Important Notes

This message is sent to all participants, regardless of distance
- If you have multiple distances, avoid overly distance-specific instructions unless clearly labeled
Keep your message concise but informative
If you’re receiving repeat questions from runners, your confirmation email is the first place to address them.
A few small updates here can save hours of support time later.