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My attendees can't find their tickets. What can I do?
My attendees can't find their tickets. What can I do?
Updated over a week ago

While unfortunate, order confirmation emails and tickets can sometimes go missing! In many cases buyers may have deleted, or misplaced these but you can ensure their tickets are found or re-delivered quickly.


Buyers can resend their own tickets

A ticket buyer can resend their own confirmation email with tickets attached via:

  • The contact host button on your event page/confirmation email

  • The buyer support page on the Humanitix website and searching for the event

Ticket buyers can select the I can’t find my tickets/invoice form to enter their name and email address. All orders purchased under that email address for your event will be resent to the ticket buyer.

If an order cannot be found under that email address, you will receive an email with their written request


🔄 Resend their confirmation email and ticket for them

To resend a buyers confirmation email with link to their digital tickets:

  1. Select reports > orders from the top menu bar

  2. Locate the order by searching for the order ID, name, or email

  3. Click actions > resend tickets

You can resend their tickets to an alternative address using this method.
Enter in a new email address when prompted.


Make them check their junk/spam folders

It’s uncommon but unfortunately it can happen, and often missing emails can be found here.

If an attendee does find their confirmation email or email campaign in their junk/spam folders, they can mark the sender as safe to ensure all future emails from you and us arrive safe and sound. Direct them to their email clients support guides on how to do this.


✏️ Check and update their email address

If a buyer has entered a wrong email address for their order, they will not have received their confirmation email. You can update their email address for them by editing their order. This is also important to ensure they receive any following communications about the event. To update an orders email address:

  1. Select reports > orders from the top menu bar

  2. Locate the order by searching for the order ID, name, or email

  3. Click the order ID to view the order and their email address

  4. If you need to edit the order details:

    1. Click actions > edit

    2. Update their details

    3. Check resend order > update and send


🙋‍♀️ Identify them on the day

So we’ve exhausted all options and the attendee still can’t locate their confirmation email and tickets…

If you’re running a face-to-face event consider other ways you can identify the ticket buyers. Using our handy Humanitix scanning app you can manually search and check-in attendees on the day. Ask for some identification and look them up by their name (best to have a helper on the day do this to the side of your main entry line).

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