Resend a ticket

Tickets go missing. The email lands in spam, the attendee deletes it, or they mistyped their address at checkout and it never arrived at all. Resending puts a scannable ticket back in their hands. It’s the cheapest fix in the toolbox — no refund, no rebooking, no change to the order. For that reason it should be your first move whenever someone says “I never got my ticket”, before anything more drastic.

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Before you resend

Confirm they actually have an order. Open the guest list for the event and look for their name or the email address they say they used.

• They’re on the list — resend the ticket.
• They’re not on the list — there’s no order. Either they used a different email address than they remember, or the purchase never completed. Ask them to check their bank for the charge before you assume it failed.

This check matters because the two situations need opposite answers. Resending to someone with no order does nothing; telling someone with a valid order to buy again creates a duplicate purchase you’ll later have to refund. If they did buy twice, cancel and refund one of the orders — see Transfer or cancel a ticket. Also remember the buyer may not be the attendee. Group bookings sit under one purchaser’s email, so a guest who “isn’t on the list” may be one ticket on someone else’s order.

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Resend the ticket

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When the resend doesn’t arrive either

If the second email goes missing too, work through the usual suspects in order:

1. Spam or junk, and in Gmail the Promotions tab. This resolves most cases.
2. A typo in the domain — gmial.com, hotmali.com, and friends deliver nowhere. Fix the address on the order and resend.
3. A corporate address. Company mail filters quarantine ticket emails more aggressively than personal ones. Ask for a personal address instead.
4. A full mailbox — rarer, but real.

If it still won’t land, stop resending and check them in manually from the guest list instead.

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What the attendee receives

The same ticket email as the original, carrying the QR code your door staff scan. Resending does not invalidate the original — if they find the first email later, either copy still works, and both refer to the same ticket, so it can only be checked in once. That last point is why resending is safe to do freely: there’s no risk of two people entering on one ticket because the resend created a second copy. The ticket, not the email, is what gets checked in.

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At the door

Resending is the fastest fix for someone at the entrance without a ticket, provided they can reach their email on their phone. It takes under a minute and produces a scannable code. If they can’t get to their email, check them in manually from the guest list instead. See Troubleshoot scanning. On a busy door, manual check-in is often quicker than waiting for an email to arrive on a phone with one bar of signal — use whichever gets the line moving.

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Wrong email at checkout

If an attendee gave the wrong address, resending to the correct one solves the immediate problem. Also correct it on the order so future emails about the event — reminders, changes, cancellations — reach them too. See Email your attendees.