Resend Tickets

Scroll down for the Step-by-Step Guide on how to resend tickets

KEY TERMS & TIPS:

How do I resend tickets?
Once you've found your order you can click the Email Order button and select the Delivery Methods and Email/Ticket Templates that you'd like to send.
See our Step-by-Step guide below for more info.

Why can't I find my order?
If you are using the Search bar to find your Order, you need the customer name, email address, event name or reference number. If the order doesn't appear after this, then you may need to check that the details are correct.
If you are using the Orders page, then you may have it in the wrong filter. Use the Filter bar to ensure that the Complete box is ticked.
If you are trying to find an order for a Reserved Seating event, then you can find orders via the seat hover on the venue plan. Go here for more info.

Why can't I see the Email Order option on my order?
This is because the Order is not Complete yet. If the order status shows as Reservation or In Basket then the original transaction has not been completed and the Email Order option will not show.
To complete the original transaction, you just need to click the Edit Transaction button at the top of the page.
For more info about reserving tickets, see here.
For more info about selling tickets, see 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.

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.

How do I change the email attached to an order?
By editing the email on the Customer profile. If you click on the customer's name/email on the top left corner of the order page, you'll get taken to the Customer profile where you can edit the email address as well as their other details.
For more info about managing customers, go here.

What do I need to do before managing orders?
Sign up to a Line-Up account.
Set up your Organisation.

What do I need to have created by this point?
Your Venues.
Your Channels.
Your Adjusters.
Your Event by completing the Info page.
Your Performances.
Your Price Tables and Price Profiles.
Your Delivery Methods and Opt Ins.

STEP-BY-STEP GUIDE:

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. For more info on how to use this page to find your orders, go here

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

NEXT STEP:
Want to make changes to your order? Exchange or Refund Tickets
Want to make changes to customer details? Learn how to manage customers