Troubleshooting Guide¶

Welcome to the TicketVision Troubleshooting Guide. If you're experiencing any issues, this page is designed to help you quickly identify and resolve common problems. Follow the steps below, and if your issue persists, don't hesitate to reach out to our support team.

Common Issues¶

1. Problem Accessing Your Account¶

Symptoms: - Unable to log in - Forgot password - Account locked or suspended

Solutions: - Forgot Password: Click on the "Forgot Password" link on the login page, and follow the instructions to reset your password. If you do not receive the reset email, check your spam folder. - Account Locked: Accounts may be locked after multiple failed login attempts. Wait 15 minutes before trying again. If the issue persists, contact support. - Account Suspended: If your account has been suspended, you should have received an email explaining the reason. Follow the instructions in the email or contact support for further assistance.

2. Issue with Ticket Purchases¶

Symptoms: - Unable to complete a purchase - Transaction declined - Error messages during checkout

Solutions: - Payment Issues: Ensure that your payment details are correct and that you have sufficient funds. Try using a different payment method if the issue persists. - Error Messages: If you receive an error message, take note of the specific code or message. Try clearing your browser cache and cookies, then attempt the purchase again. - Transaction Declined: Check with your bank or payment provider to ensure there are no issues with your account. If you’re still unable to complete the purchase, contact our support team.

3. Tickets Not Delivered¶

Symptoms: - Haven't received your tickets - Tickets not available for download - Incorrect delivery date

Solutions: - Check Delivery Method: Ensure you’ve selected the correct delivery method (e.g., email, mobile, physical). Check your email’s spam/junk folder for digital tickets. - Delayed Delivery: Some tickets are delivered closer to the event date. Verify the expected delivery date in your purchase confirmation email. - No Tickets After Delivery Date: If you haven't received your tickets by the expected delivery date, contact support immediately for assistance.

4. Event Cancellations or Changes¶

Symptoms: - Event canceled or rescheduled - Venue or time change

Solutions: - Event Canceled: If an event is canceled, you will receive a notification and instructions on how to get a refund. Refunds are typically processed automatically. - Event Rescheduled: If an event is rescheduled, your ticket will usually be valid for the new date. If you cannot attend, check our refund policy or contact support. - Venue/Time Change: Double-check the new details, as your tickets will still be valid. If you have any concerns, reach out to our support team.

5. Issues with Mobile Tickets¶

Symptoms: - Mobile ticket not displaying - Problems scanning mobile ticket at the event

Solutions: - Ticket Not Displaying: Ensure you have the latest version of the TicketVision app or the email application where your tickets are stored. Restart your device and try accessing the ticket again. - Scanning Issues: Increase the brightness on your mobile device and ensure the ticket barcode is fully visible. If the issue persists, visit the venue’s box office for assistance.

6. General Technical Issues¶

Symptoms: - Website or app not loading - Pages not displaying correctly - Buttons or links not working

Solutions: - Clear Cache and Cookies: Clearing your browser’s cache and cookies can resolve many issues. Try reloading the page or accessing it in a different browser. - Check Internet Connection: Ensure you have a stable internet connection. If you’re using a mobile device, try switching between Wi-Fi and mobile data. - Update Your Browser/App: Ensure you are using the latest version of your web browser or the TicketVision app. Outdated software can cause compatibility issues.

Thank you for using TicketVision! We’re committed to providing you with the best possible experience. If you have any suggestions for improving our services, please let us know.