Resending Tickets - 'Email Order'

To resend tickets for an event, follow the simple steps below

1. Find Order - choose from the following options:

a) Use the Search bar at the top of any Line-Up page to find an order. Use the customer name, email address, event name or reference number

b) Reserved Seating (if not skip to step c)? Right-click on a seat to View Transaction.

Go to the Box Office page, select your event and performance and on the venue plan, hover over these seats to check the name attached to the booking:

Right-click on the seat and you'll see View Transaction appear - click this and the order will appear on a new tab for you:

c) Or you can go to the Orders page and use the Filter bar to find the order

2. Resend tickets:

a) If the customer was sent their tickets already and can't find them, then you may want to regenerate the barcode (just so nobody else can use the existing barcode that went out). On the Order page, click Barcode - NOTE, the order status (shown in the top left of the Order page) must show as Complete for this button to be available

b) On the pop-up, click Yes and the barcode will be generated

c) Want to email this barcode/ticket to the customer? Click Email Order:

On the pop-up, select:

• Email Template - select which template from the dropdown you want to be used for the email
• Delivery Method - select which template from the dropdown for the transaction items
• Attach Ticket Template - attach the template associated with this Delivery Method

d) Click Save and the order will be resent to the email that is attached to the order

Why can't I find my order?
This might be because Customer details or Delivery Methods have not been added to the order. If a customer has been added but not delivery method, then you can send the customer their tickets by clicking Email Order on the Order page.

However, this may also be because the email has been sent to the customer's spam inbox, or they have unsubscribed from Line-Up emails. Contact us here if this is the case.

If a customer hasn't received their tickets, despite the email being sent out, then you may want to generate a new barcode and resend them the ticket. Doing this ensures that the existing barcode that was originally sent out can't be used, preventing any potential fraudulent use.
Fore more info about barcodes, go here.

Why hasn't my customer received their tickets?
This might be because Customer details or Delivery Methods have not been added to the order. If a customer has been added but not delivery method, then you can send the customer their tickets by clicking 'Email Order' on the Order page.

NEXT STEP: Want to make changes to your Order?
Exchange Tickets
Refund Tickets