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User Guide

Troubleshooting

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Troubleshooting

Fixes for common buyer problems. For quick Q&A, see the Buyer FAQ.

My ticket isn't showing in my account

  1. Refresh the page or reopen the browser tab.
  2. Log out and back in with the email you used to buy or accept the ticket.
  3. Open My Account → Ticket Transfers — accept any pending inbound transfers.
  4. If you bought with a different email, go to My Profile → Linked Email Addresses → Add Email and verify that address.
  5. If you used a claim link, confirm you clicked the final Claim or Accept button while logged in.

Still missing? Contact the organizer with your confirmation email or payment receipt.

  1. Copy the full URL from the latest email or text — don't cut off characters.
  2. Open the link in Safari (iPhone) or Chrome (Android) instead of an in-app browser when you can.
  3. If it still fails, contact event support for a new secure ticket link.
  4. If you can log in, check My Tickets — the order may already be on your account.
  1. Open Apple Wallet or Google Wallet and search for the event name.
  2. Check if you saved the pass under a different Google or Apple account.
  3. If the pass is missing, contact support for a fresh link.
  4. If someone else should use the ticket, transfer it instead of reusing the link.

The QR code won't scan at the gate

  1. Open the pass in Apple Wallet or Google Wallet — not a screenshot or email.
  2. Turn brightness all the way up; turn off battery saver.
  3. Wait 5–10 seconds on the pass screen for the QR to refresh.
  4. Get there a few minutes early in case of slow network refresh.
  5. Go to guest services with your order confirmation email if it still won't scan.

See Game Day.

I transferred a ticket but the recipient didn't get it

  1. Open My Account → Ticket Transfers and confirm status is Pending (not Expired).
  2. Check the recipient email — typos send it to the wrong person.
  3. Ask them to check spam and Ticket Transfers while logged in.
  4. If it expired, send a new transfer from My Tickets.

See Transferring Tickets.

I didn't receive a confirmation or transfer email

  1. Check junk/spam.
  2. Confirm your account email under My Profile.
  3. Add the organizer's sending domain to safe-senders if you can.
  4. For transfers, the sender can cancel and resend if the address was wrong.

Tickets may still be in My Tickets even when email is slow.

Payment succeeded but my order is unpaid

  1. Open My Tickets and look for Complete Payment.
  2. Click the notification bell → Complete Payment if it's there.
  3. Finish checkout without creating a duplicate order.
  4. If you were charged twice or it's still unpaid after retry, contact the organizer with your bank or card statement.

Refund questions

There's no refund button for standard ticket orders in your account.

  1. Check the organizer's refund policy on the event page or in your confirmation email.
  2. Contact the event organizer for event-specific refunds.
  3. If approved, refunds go to your original payment method — watch for a refund confirmation email.
  4. For bookings, you may cancel from My Bookings when the page allows it — the policy there says whether you get a refund.

See FAQ — Refunds & cancellations.

Apple Wallet issues

See Ticket isn't working in Apple Wallet.

Google Wallet issues

See Google Wallet troubleshooting.