Customer Profiles

To manage customer profiles, follow the simple steps below

1. Add a new customer:

NOTE - a customer will be automatically created on Line-Up when customer details are provided with an order (unless the Skip Customer option is selected. See here for more info), so this is not a mandatory step.

a) Go to the Customers page and click New Customer 

b) Add details:

• First Name
• Last Name
• Email Address
• Password - leave blank to generate one

• Tags - optional, help filter your ticket buyers
• Phone Number - optional
• Address - optional

c) Click Submit

2. Edit Customers:

a) Use the Search bar anywhere on Line-Up to find your customer by searching for:

• Name
• Email Address
• Tag

b) On the customer profile, click Edit to amend details

c) If you want to remove the customer from your account, click Delete

3. Editing email address:

a) Click Edit on the customer profile page

b) Enter the new email address into the field and click Submit at the bottom of the page to save

c) Is the new email address already attached to another customer profile? If so, there are a few options here:

• Change the email address on the other customer profile, in order to free up the correct email address to be used on this customer profile. NOTE - these customers will appear with these updated email addresses in reporting
• If you are changing a customer email address so that they can receive ticket emails, and you don't want to do the above, then you can always send ticket PDFs to the customer directly. To do this, click Print As or Download PDF on their order page and send them the ticket PDF file by email. See here for more details

4. Updating Opt-In response:

e) Want to update their response to an Opt-In they've selected on an order? Click Update Response. Once you've updated their previous response, this will create a new Opt-In response which will appear in the Opt-In History, as well as a link to the Opt-In

TROUBLESHOOTING:

Do I need to add a new customer if I need their details on Line-Up?
No, a customer will automatically be created on Line-Up when customer details are provided with an order - unless the Skip Customer option is selected. See here for more info.

Why can't I find a customer in the Search bar?
If no results are appearing, then you may need to check that the details are correct.
Otherwise, contact us here.

Why isn't my customer name appearing even though they have made an order?
This could be because the Skip Customer option was selected at Box Office. To find their order, try searching for the event name or reference number instead.
To add a customer, use the Customers page and add their details there.

Why can’t I update my customer name/email address?
This is most likely because the name and/or email address you are trying to change it to already exists on another customer profile. You can use the Search bar at the top of the page to check if that name/email is attached to another customer.
If not and you are still having issues, contact us here.

Why can't I see the Opt-In history of the customer?
This will be because either they did not select any Opt-Ins when purchasing a ticket, or the Opt-In wasn't available to select.
If the Opt-In wasn't available to select, this is either because your Channel hasn't been granted access to the Opt In or it hasn't been attached to the Event. You just need to get in contact with a team member of your organisation who can either change Channel access on the Opt In page or change the delivery settings on the Event page.

Why can’t I update my customer name/email address?
This is most likely because the name and/or email address you are trying to change it to already exists on another customer profile. You can use the Search bar at the top of the page to check if that name/email is attached to another customer.
See Step 3c in our Step-by-Step guide for instructions on what to do if the email already exists.

NEXT STEP: Want to manage a customer's order? Learn how to Exchange or Refund tickets