See below for solutions to common issues
My event / performances aren't loading.
This could be because you are in the wrong Channel - you can change it to the right channel on the top right of the page.
If you are in the right channel, then this be a system / browser error - try doing a hard-refresh of the browser (Ctrl + F5) or trying on a different browser.
The seats that I want to select are greyed out when they should be available.
This is because either they have been reserved / in basket, or they have been locked from your channel. To check the status of seats, see the Availability section below.
The price I want to select is not appearing when I click on a seat
This is likely to be because your channel has not been given access to this price. You can check channel access on the Price Table via the Prices page on the event, or contact a member of the team who has helped set up the Price Table.
I've chosen Chip & Pin payment method but it won't let me take the payment.
This is likely to be because the Payment Terminal hasn't been selected. You just need to select the correct Terminal option before taking any card payments.
Just select Terminal at the top of the page and select the correct payment terminal you need to take the payment.
A customer wants to pay for some of their tickets now and the rest later.
We don't support partial payments so this isn't possible.
We do, however, support split payments, i.e. if they want to pay for some of the order with a voucher, and the rest with card.
I have added seats to an Availability Status but it's not updated correctly.
This may be because seats from another Availability Status were still highlighted. The best thing to when updating an Availability Status is to click on the status first which will show just the seats attached to that status.
You can then click on those seats again to remove them and/or click on the other seats you want to add and then click to update the status.
I have created a lock/allocation but the seats are not appearing as they should on box office/the website.
We suggest checking the following:
1. The settings of the Availability Status:
a) Select Events and then the Phantom event
b) Select the Availability tab
c) Select the HMT venue plan
d) On the Availability Status list, select on the status you want to check
e) Check the following:
- Are the correct channels selected?
- Has it got the the correct type of status - i.e. is it an allocation or a lock?
- Does it have an activation/deactivation schedule? If so are the dates correct?
- Has it got a discount attached? If so then it will only work with that discount
2. The Availability Status on the performance:
a) Select Events and then the Phantom event
b) Select the Performances tab
c) Scroll down and select Edit Availability
d) To check which seats have been attached to a status, click on the status on the right hand side, which will show just the seats attached to that status
e) Not the seats you want? Click on those seats again to remove them and/or click on the other seats you want to add and then click to update the status
f) Can't see your status? Select and choose your status
f) To remove a status completely from this performance, select and it will disappear from the list
MANAGING ORDERS / TICKETS
The customer doesn't have their email confirmation - how do I find their order?
Ask for their name, email address or reference number.
If they have a customer profile but no order on Line-Up, then it's a good chance that the payment never went through.
To double check if there's a payment, you can then ask them to check their bank account for Line-Up/LW payments and/or see if you can search for the payment on Adyen.
Another option is to ask when it was that they placed the order - you can then use the Created At Filter on the Order page and see if you can find any orders that match the time when they said they have placed it:
FYI more search options will be available on Line-Up soon, as will transaction info on seats in venue plans - which will allow you to see who has booked which seat.
Why can't I download my tickets?
This is could be because a Delivery Method hasn't been added to an order. The first thing to do is check the basket on the order page to see if there is a Delivery line - if there isn't one, then you can create the tickets by:
- Selecting Generate Barcode
- Selecting Email Order - on the pop-up, select the correct email template, delivery method and select 'Attach Ticket Template'
- You should then be able to select Download Tickets - if it's still not downloading then you may need to refresh the page.
A payment has been cancelled on a card reader but I can't continue on the payment page. What do I do?
You need to delete the payment on the page so the balance can be returned to the basket.
If you select the button next to the payment in the basket, then you'll be able to continue with the transaction and try the payment again.