How do I manually send a Ticket to a Customer?
You can do so either by downloading a PDF from the Transaction and sending it from your device, or by clicking Email on the Transaction, which sends the Ticket via the Email Template you select.
Learn more - Guide: Download & Resend Tickets
FAQs
Why hasn't my Customer received their Tickets?
Why hasn't my Customer received their Tickets?
This might be because Customer details or Delivery Methods have not been added to the Transaction.
If a Customer has been added but no Delivery Method, then you can still use the Download PDF option on the Transaction, and choose the correct Delivery Method. You can also send the Customer their Tickets by clicking Email on the Transaction.
However, this may also be because the email has been sent to the Customer's spam inbox, or they have unsubscribed from Line-Up emails. Contact Support if this is the case and we can check the details on our email provider.
If a Customer hasn't received their Tickets, despite the email being sent out, then you may want to generate a new Barcode and resend them the Ticket. Doing this ensures that the existing Barcode that was originally sent out can't be used, preventing any potential fraudulent use.
Why can't I find my Transaction?
Why can't I find my Transaction?
If you are using the Search Bar to find your Transaction, you need the Customer Name, Email Address, Event Name or Reference Number. If the Transaction doesn't appear after this, then you may need to check that the details are correct.
If you are using the Transactions page, then you may have it in the wrong filter. Use the Filter bar to ensure that the Complete box is ticked.
If you are trying to find a Transaction for a Reserved Seating Event, then you can find Transactions via the seat hover on the Venue Plan.
Why can't I see the Download options on a Transaction?
Why can't I see the Download options on a Transaction?
This could be because the Transaction is not complete yet.
If the Transaction status shows as Reservation or In Basket then the original Transaction has not been completed and the Download buttons will not show. To complete the original Transaction, click Manage Transaction and then Edit Transaction.
If the Transaction is complete then it could be that no Delivery Method was added to it. If this is the case then you can click Email on the Transaction and choose a Delivery Method when sending the Customer their Tickets.
What is the difference between the two download buttons?
What is the difference between the two download buttons?
The printer icon (Download PDF using default Delivery Method) downloads every Ticket in the Transaction immediately using the default Delivery Method.
The download icon (Download PDF) opens the Download PDF window, where you choose the Delivery Method and which Tickets and Products to include. Use this if no Delivery Method was selected for the original Transaction.
I've clicked Download as PDF but I keep getting the spinning circle.
I've clicked Download as PDF but I keep getting the spinning circle.
It is most likely an issue with the HTML Template that is being used. Please contact Support if this happens and we can take a look at your Template.
How can I check if a resent Email has worked?
How can I check if a resent Email has worked?
By checking the Email History.
Learn more - Overview & FAQs: Email History
I've resent the Email but no Tickets have been received.
I've resent the Email but no Tickets have been received.
Be sure to tick Attach a ticket template to the email in the Resend Email window.
If Tickets are still not being received, check that the Ticket Template is associated on the Delivery Method.