If a customer says they haven't received their ticket confirmation email, this may be for one of the following reasons:
Typos in their email address
As a first step, you should check that the customers email address that they used to book the tickets doesn't contain any typos. You can do this by searching using the customers name on the Ticket Order tab. When you have clicked through to the order, if you click on the customer's name at the top of the order page, you will go through to their customer details page where you will see the email address they used.
If there is a typo, you can click the Edit button to update it. Please note, if you are unable to update the email address this means it has been used on another order. In which case please send the email address with the typo along with the correct one to firstname.lastname@example.org and we will update it for you.
Spam/Junk folder (or other automatic email filtering)
If there aren't any typos in their email address, then the email may have gone into their spam/junk folder so they should check there. Some email services such as Gmail have automatic folder filtering e.g folders such as "Promotions", so the customer should also check those if they have them
Sometime customers have unsubscribed from receive emails from the Line-Up system, in which case the ticket email won't be sent to them. In this instance you can download the tickets and send it to them directly - steps on how to do this are below
Email blocking issues
If there are no typos, the email is not in an alternative folder and the customer says they have not unsubscribed then it may be that the ticket confirmation email was blocked by the customers email service. This can happen occasionally and unfortunately there is nothing Line-Up can do when this happens. If it looks like this may have happened, or for whatever reason the customer claims they have not received the ticket confirmation email then we would recommend downloading their tickets and sending them to the customer directly.
To download the customers tickets, follow these steps:
- Go to the Ticket Orders tab in the left hand navigation column
- Search for the customer’s order using their name, email address or order reference number and click on the order
On the next page you will see a “Download ticket(s)” button, click that to download them and you can then send them to the customer directly.
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