Before you start
Open the correct event. Ask the buyer for the order reference or the email address used at checkout.
What to do
Find the order
Open Online orders. Use Search by order, buyer or email, and adjust the date or All statuses filters if needed. Choose Details on the matching row and verify the buyer, ticket quantity and order status.
Check the delivery address
In the order’s Buyer section, confirm the Email address. If incorrect, choose Edit email, enter the correct address and choose Save email. Saving an address and sending the tickets are separate actions.
Resend the tickets
In Ticket delivery, choose Resend tickets. This sends the tickets to the order’s saved address. Check the recipient shown in the delivery section. Use Export order PDF if you need a copy of the order record.
Keep in mind
An order PDF is an order record; Ticket delivery describes the tickets attached to the buyer’s email.
If you cannot find an order, confirm the event and original ticket seller before assuming the purchase failed.