Guide
Tickets, transfers & reminders
What a fan receives, how it behaves, and the answers support staff need most often.
What a fan gets
- An order email the moment payment clears, with the show, venue, date, order total and a QR for every ticket. Each ticket shows section / row / seat, or the GA area. The QR is embedded in the email, not loaded from a remote image, so it renders with images blocked.
- My Tickets on the storefront: upcoming shows, then one ticket at a time with a large QR. Past shows drop off the list.
- Wallet passes. Where enabled, one tap adds a ticket to Apple Wallet or Google Wallet. The pass carries the same code as the email and works with the phone offline.
- The app. The fan app keeps tickets saved on the device for the no‑signal moment.
If the email doesn't arrive at once (a mail outage, say), it is retried automatically until delivered. Every email has a plain‑text version and comes from the platform's verified domain.
Transfers
From My Tickets a fan can send some or all of a show's tickets to someone else by email.
- The recipient gets a link. They can see the show, venue, date and seats before signing in or creating an account.
- Accepting moves the tickets and issues new codes. Every code the sender had, in email, wallet or app, stops working at that moment.
- Until acceptance the sender's tickets still work, and the sender can cancel. An unclaimed offer expires on its own before the show.
- The recipient never sees what the sender paid or the sender's order.
- A recipient who was sent tickets by mistake can decline without an account; the sender is told.
- A refund or void of an offered ticket cancels the offer.
- Both sides need a verified email. There are limits on how many offers one account can send and how many can land on one address.
Venues can turn transfers off per show (for comps, press or private events). Turning them off cancels that show's pending offers; existing accepted transfers are unaffected.
Reminders
Fans set a reminder from an event page that isn't on sale yet. It requires a signed‑in account with a verified email. One email goes out when the waiting room opens; a phone alert through the app is built and enabled per deployment. Every reminder email carries a one‑click unsubscribe.
Account
From the account page fans change their name, email or password, or sign out everywhere. Changing the email verifies the new address before switching; the old address gets a notice. A password change also triggers a notice, so a hijacked account's real owner finds out.
Support questions
| “…” | Answer |
|---|---|
| I never got my tickets | Check My Tickets on the storefront: if the order is confirmed, the tickets are there regardless of email. Ask them to check spam; the sender is no‑reply@ticketdemo.xyz. |
| My ticket says already scanned | Someone with a copy of the code entered first. The first scan holds. Will‑call can see when it was scanned and by whom. A scanned ticket can't be reprinted. |
| I sent tickets to the wrong address | They can cancel the offer from My Tickets as long as it hasn't been accepted. |
| My friend's tickets won't scan | If the friend accepted a transfer, the friend's own My Tickets has the working code. The original sender's copies are dead by design. |
| I bought at the counter and want them in my account | Sign up with the email given at the counter and verify it; the tickets attach automatically. |