When customers experience booking issues, providing quick and effective solutions is key to ensuring a smooth and positive experience. We have gathered some basic troubleshooting tips to help you provide support to your customers.
This article covers:
Booking issues
1. Is the event showing, or are tickets available?
Check if the event is visible and if tickets are available for booking.
Further help: If the event isn't showing, follow these troubleshooting steps.
2. Is the customer having trouble logging in?
Confirm whether the customer is experiencing login issues.
Further help: If they can't log in, they can reset their password.
3. Is there a problem with the booking form?
Ask the customer if they’re facing issues with the booking form. Two common problems are:
Attendee email: If there’s an issue with the attendee email, refer them to the Unique Attendee Emails article.
Add attendee button: If the ‘Add attendee’ button is causing confusion, refer them to the Adding Attendee Information article.
4. Are they unable to make online payments?
Check if the customer reports issues with online payments and ask for a screenshot of the error.
Further help: Check with the payment provider if needed.
Membership issues
1. Are they logged In?
Confirm that the member is logged in using the email linked to their membership.
2. Is the ticket linked to the membership?
Check if the ticket is linked to the relevant membership. You can do this by reviewing your ticket options in the Tickets & Costs tab of the entry. For example, the following ticket is only available for the selected memberships:
Further help: If the ticket isn’t included in the offer, you can add it to your entry by either creating a new ticket or ticking the relevant membership.
3. Is the membership active?
Verify whether the member’s membership is active.
Further help: If the membership is cancelled, the member will need to re-subscribe. You can refer them to our Joining a Membership article.
4. Has the member exceeded usage limits?
Check if the member has exceeded the number of allowed uses or if the ticket is outside the usage period.
Transfer issues
1. Is there an issue with the transfer button?
Check whether the transfer button is working or not.
Further help: If the customer is using an in-app browser (like Facebook or Instagram), they may need to log into their account using a standard web browser.
2. Are transfer restrictions causing issues?
Verify if transfer restrictions, entry passwords, discounts, or costs are causing problems.
Further help: For more details, you can refer to our Ticket Transfer Restrictions article.
Discount issues
1. Is the correct discount code being entered?
Confirm that the correct discount code is being entered, noting that extra spaces may cause issues.
2. Are discount restrictions causing problems?
Check if any discount restrictions are preventing the customer from applying the code successfully.
💬 Any questions or feedback? There are two ways to get in touch:
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Tags: booker