How do I manually send a Ticket to a Customer?
You can do so either by clicking Downloading a PDF from the Order page and sending from your device or via Email Order, which sends the ticket via the Email Template you select from Line-Up. See our Guides below for either option:
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 order.
If a Customer has been added but not Delivery Method, then you can still use the Print As option on the order, and choose the correct Delivery Method. You can also send the Customer their tickets by clicking Email Order on the Order page.
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 us here if this is the case.
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.
Learn more:
Why can't I find my Order?
Why can't I find my Order?
If you are using the Search bar to find your Order, you need the Customer Name, Email Address, Event Name or Reference Number. If the Order doesn't appear after this, then you may need to check that the details are correct.
If you are using the Orders 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 an order for a Reserved Seating event, then you can find orders via the seat hover on the Venue Plan.
Learn more - Finding an Order
Why can't I see the 'Download PDF' or 'Print As' options on my Order?
Why can't I see the 'Download PDF' or 'Print As' options on my Order?
This could be because the order is not complete yet.
If the order status shows as Reservation or In Basket then the original transaction has not been completed and the Download Tickets option will not show. To complete the original transaction, you just need to click the Edit Transaction button at the top of the page.
If the order is complete then it could that that no Delivery Method was added to the order. If this is the case then you can select Email Order on the Order page and you can select a Delivery Method when sending the customer their tickets.
Learn more:
What is the difference between 'Download PDF' and 'Print As'?
What is the difference between 'Download PDF' and 'Print As'?
If you choose Print As, you have the option of choosing which Delivery Method to use.
Print As is also the option to use if no Delivery Method has been selected for the original order.
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 Email Order has worked?
How can I check if Email Order has worked?
By checking the Email History. See our Guide for more details.
I've used Email Order but no tickets have been received.
I've used Email Order but no tickets have been received.
Be sure to toggle Attach Ticket on the pop-up menu.
If tickets are still not being received, be sure the Ticket Template is associated on the Delivery Method. See our Guide for more details.