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.
There a number of possible reasons for this:
- They are in someone's basket
- They have been locked from your channel - to check the status of seats, see the Availability section below
- The seat has no price band attached - check the Edit Capacities page on the performance to see if it has a price on that seat. For more info about this, go here
The price I want to select is not appearing when I click on a seat.
This is either because your channel has not been given access to this price, or the price has not been created. You can check 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 added customer details but I'm not able to continue onto the next page.
This is often because of the email address that has been entered - if you have copy and pasted the email then it often adds a space after the last letter - try clicking back into the email address box and check if there's a space and delete if there is one, so there is nothing after the final number. If that's still not working, then it might be worth typing the full email address out and seeing if the Continue button appears for you.
This is also sometimes due to a phone number that has been added - check to see if there is a gap between any digits in the phone number box. If there is, delete that gap and the Continue button should appear.
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 the + icon 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 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
2. The settings of the Availability Status:
a) Select Events and then the Phantom event
b) Select the Availability tab
c) Select the correct 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
MANAGING ORDERS / TICKETS
The customer doesn't have their email confirmation - how do I find their order?
The quickest way to to ask which seats they have booked. You can then check the performance venue plan on the Box Office page and if you hover over the seat it will show the customer name:
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:
Another way to find the order is to ask the customer for their name or email. You can type this into the search bar at the top of the page - anywhere on Line-Up - and click 'show all results':
You should be able to find the order on this page - if you're unsure then you can ask the customer what email address they used for the booking. You should be able to see the email address on the correct order line. You can then click into this order to see the details and to print the tickets.
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:
Why isn't a barcode appearing on my ticket download?
This is probably because a Delivery Method hasn't been added to an order, and so a barcode hasn't been generated. If so then the best thing to do is:
- Click Barcode - this will generate the barcode
- Click Print As
- On the pop-up, select the correct Delivery Method and click Download. That will download a copy of the tickets for you print.
Why can't I download a PDF of my tickets?
This is probably because a Delivery Method hasn't been added to an order. If so then the best thing to do is:
- Click Barcode
- Click Print As
- On the pop-up, select the correct Delivery Method and click Download:
You can also email the ticket to the customer as another option. You can click Barcode and then Email Order:
- On the pop-up, select the correct Email Template, Delivery Method and select 'Attach Ticket Template'
The customer can then use the barcode on the ticket on their phone.
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.
Have an issue that you're not seeing a solution on here? Contact us via firstname.lastname@example.org.