Help & Support / Sharing personal contact details, what's safe

Sharing personal contact details, what's safe

There's a good time to share your phone number and email with the other side of a booking, and a bad time. This article explains when (and why) contact details are held back, and when they're unlocked.

Before the deposit is paid

While you're still at the enquiry or contract stage, we automatically filter messages for phone numbers, email addresses, website URLs, and references to external platforms. If you include them, the message is redacted or flagged, with a note asking both sides to keep the conversation on Gig Heaven.

This isn't about limiting what you can say. It's about protecting both sides:

If a customer hasn't yet committed to the booking, sharing your phone publicly (or via a message that gets forwarded) can invite spam.
If a supplier hasn't yet been paid a deposit, there's no guarantee of the booking going ahead; sharing direct contact just increases the chance of off-platform chats that drift away from a booking.
Scammers rely on getting people to move communication off-site quickly. Holding details back blocks that pattern.

If you need real-time conversation before the booking is confirmed (for example, to discuss a complex event), use a video meeting. It's free and doesn't need either side's phone number.

Once the deposit is paid

When the deposit lands, the contract status moves to Contract fully confirmed. At that point:

Both sides automatically see each other's email address and phone number.
Messages stop being redacted for contact details, so you can share anything else you need without interruption.
You can coordinate practicalities (venue access, set lists, arrival times) by whichever method suits you both.

See Understanding contract statuses for the full sequence.

What to share at each stage

Enquiry. Event details: date, location (town is fine), type, timings, budget, line-up requirements. Not: phone, personal email, home address, card details.
Contract. The contract itself covers fees, services, deposit, payment details. Venue exact address can go on the contract. Direct personal contact details still aren't needed yet.
Confirmed. Anything you need for the day: phone, email, what3words, codes to gain access, dress code, soundcheck time, and so on.
Never. Passwords, full card details, ID numbers, bank login codes, remote access to a computer, verification codes sent by text. Nobody from Gig Heaven will ever ask for these.

If someone insists on contact details early

That's a red flag. Politely redirect them to the messaging on Gig Heaven, or offer a video meeting. If they keep pushing, report them, see Reporting suspicious activity or a user.

Open your messages