Fix a fan's name or email on an order
You can change the email on an order from the order itself. The tickets are sent again to the new address, and the old address is told. A name can't be changed, and it doesn't need to be: the door checks the QR code, not the name.
Who can do this: the owner or an admin.
Change the email
- Go to Orders and open the order.
- Next to Email, tap Change. If the order has no email, tap Add.
- Type the New email address.
- Under Why, choose Typo, Buyer asked or Other.
- Tap Change and send tickets. The order shows "Tickets sent to" and the new address.
What happens
- The tickets are emailed to the new address, and the old address gets an email saying the order's email changed.
- The old ticket links and QR codes stop working. Only the new tickets scan.
- For 72 hours, or until the event starts, the tickets on that order can't be transferred.
- If the tickets don't go out straight away, the order offers Send them now.
When you can't change it
| Message | What it means |
|---|---|
| "This order belongs to a signed-in account. The buyer can change their email in their account settings." | The fan bought while signed in. They change it themselves |
| "Only a paid order's email can be changed." | The payment never went through |
| "This order has an open dispute. Change the email after it closes." | Wait for the bank's decision |
| "A ticket on this order is being transferred. Wait for it to finish or ask the buyer to cancel it." | A transfer is still waiting to be accepted |
| "This order's email was changed recently. Try again later." | Each order's email can only be changed so often |
The name is wrong
There is no name to change on an order. The door checks the QR code, so a wrong name doesn't stop anyone getting in.