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User Guide

Game Day

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Game Day

What to do before you leave and what to show at the venue.

Before you leave home

  1. Charge your phone — you need a working screen at the gate.
  2. Add tickets to your wallet early — see Managing Your Tickets:
    • Open My Tickets → your order.
    • Tap Add to Apple Wallet or Add to Google Wallet (or the bulk add button if there is one).
  3. Confirm passes show up in the Wallet app before you go.
  4. Transfer ahead of time if a friend is going — see Transferring Tickets. They need time to accept and add the pass.
  5. Update holder names if the pass should show a different name — pencil icon on the ticket row.
Wallet passes refresh their QR codes on their own. You don't need cell service at the gate once the pass is saved, but you do need battery.

What to show at the gate

  1. Unlock your phone.
  2. Open Apple Wallet or Google Wallet (not email, not a screenshot).
  3. Select the event pass.
  4. Hold the QR code to the scanner when staff tell you to.

You don't need to open the ticketing website at the entrance.

Screenshots and printed tickets

Screenshots won't scan. The QR code changes — a photo is already out of date.

Printed copies don't work for wallet-only events. Use the live pass in your wallet app.

If Download PDF was available on your order and the organizer accepts PDF entry, follow their instructions. Otherwise assume wallet-only.

If your phone dies or the code won't scan

Phone died

  • You need a charged device with your wallet pass. Most digital events don't have a paper backup code.
  • Go to guest services with your order confirmation email and ID — staff may be able to look you up.

Code won't scan

  1. Turn up screen brightness; turn off low-power mode.
  2. Open the pass in Wallet and wait a few seconds for the QR to refresh.
  3. Move closer to the scanner; avoid cracked screen protectors over the code.
  4. Poor signal can slow QR refresh on some devices — try again.

See Troubleshooting — QR code won't scan.

If someone else is using your ticket

Each ticket should be on the attendee's own account and wallet:

  1. Transfer the ticket to their email before game day, or
  2. For group orders, make sure they claimed their tickets from the purchaser's link.

Don't text screenshots of your wallet pass — they won't work at the gate.

Wallet troubleshooting