The most common explanation is that the ticket email has gone into the customer’s spam or junk folder. Firstly we would recommend suggesting the customer checks these folders.
If they still can’t find the ticketing email, this may be because of a typo in the email address they have entered. In which case, you can download their tickets and send them to the customer directly. To do this follow these steps:
- Go to the Ticket Orders tab in the left hand 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.