Troubleshooting
A guest cannot find their ticket
Where it actually is, in each of the three cases.
A guest says they bought something and cannot find it.
Which route did they buy by?
| They bought | It is in |
|---|---|
| In the app, signed in | My Passes |
| On the web, signed in | Their profile |
| As a guest, no account | The confirmation email, and a web page |
The most common case is the third: they bought as a guest and are now looking in the app under a different account. The ticket is not lost — it is attached to the email they typed.
The email has not arrived
Confirmation emails are sent by a background job after payment, so seconds rather than instantly. After that, check spam and check the address they actually typed.
The booking is still pending
A table booking is not confirmed until the venue accepts it. A guest looking for a confirmation that has not been issued yet is seeing correct behaviour.
Important notes
If a guest received a confirmation for a free booking that the venue had not accepted, that is a known bug with an undeployed fix. The booking may still be declined. Warn the venue.
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