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Troubleshoot booking access

A link that does not open is not proof that your booking was canceled. Check which organizer and email address the booking belongs to before buying again.

Access Required​

This message asks you to sign into the wallet associated with the order. Open the organizer's wallet with your purchase email, then open the order from your tickets. Signing into another organizer's wallet does not open this order.

Access Denied​

The signed-in account does not have access to this order, or its access has expired. Check your email address and the organizer's site. If you are using the wrong account, log out and sign in with the email linked to the booking.

If someone shared tickets or a pass with you, open Shared in your wallet. Shared access does not necessarily give you the owner's access to the whole order. Ask the owner to check your invitation and permissions.

If ownership was transferred to you, follow Accept an order transfer. A pending transfer is not the same as an accepted transfer. If you transferred the order away, the access you retain depends on the transfer settings.

Order Not Found​

Return to the organizer's wallet and open the order from its reference rather than editing a link manually. If the order is still missing, contact the organizer with the event name, purchase email, and order reference from your confirmation.

An unavailable order-confirmation link opens the organizer's wallet. Sign in with your purchase email, then open the order from your tickets or passes.

For other private links, follow the message on the page:

  • Payment link unavailable: ask the organizer for a new payment link. The booking and its outstanding balance can remain in place after a link expires.
  • Shared order link unavailable: ask the person who shared the order for a new access link.
  • Transfer link unavailable: ask the organizer for a new transfer invitation. Signing into the wallet does not let you accept an unavailable invitation.

Do not forward private links to other people or include them in public screenshots. Describe the exact message when contacting the organizer.

The ticket is listed, but its code is unavailable​

Read the ticket's status message. A ticket may have been checked in, refunded, or canceled; a booking may also still need to be completed. Ask the organizer to check the specific ticket before the event. An old printed or saved copy does not establish that a ticket is still valid.

Exchanged or released originals are hidden from your wallet. After an exchange, look for the replacement ticket and check its date and seat. Contact the organizer if the replacement is missing or the change is unexpected.