Helping an attendee who hasn't received their ticket
What to do when one of your buyers says their Ticket Brew ticket never arrived.
Most "I didn't get my ticket" messages are solved in a minute.
1. Find their order
Search for the buyer on the Attendees page by name, email or phone number. If you can't find them, the payment may not have gone through — ask them to check for a Paystack charge.
2. Check their contact details
Typos are the number-one cause. If the email or phone number is wrong, use Edit Attendee Details to correct it.
3. Point them to their tickets
Buyers can always access their tickets by signing in to My Tickets with the email used at checkout. You can also share our buyer guide: I haven't received my ticket.
4. Still stuck? We'll resend it
Ask the buyer to WhatsApp us on +27 69 056 2548, or email [email protected] yourself with the order code, and we'll resend the tickets.
At the door
If the event has already started, don't hold up the queue — use manual check-in to find the guest by name and let them in.
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