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Exchange a pass booking

You need permission to manage passes. Exchanges stay within one order and keep the purchased pass type, option, category, tier, credits, and payment unchanged. The final review shows a $0.00 difference.

Select tickets to exchange​

  1. Locate and open the customer's pass.
  2. Select Usage, select the tickets you want to replace, and select Exchange in the selected-item actions. To include tickets from several passes, select them in their order's Items section instead.
  3. When selecting one ticket from each pass, the exchange opens directly in Single event, using the first selected ticket's event time as the default. For larger selections, choose Single event or Series. On desktop the choice, configuration, ticket selection, and review share one screen. On mobile the choice is the first step for larger selections; select the type and continue. Only selected tickets are exchanged. Checked-in tickets and tickets for completed event times can be selected. Unselected tickets and unused credits stay unchanged.

Series is available when the selection contains the same number of tickets from each pass, all passes are Series passes from the same collection, and a compatible series has enough event times. The choice remains visible with an explanation when unavailable. Use Single event for other pass selections. Select standalone tickets separately from pass tickets.

Exchange to a single event time​

  1. Choose Single event. If all selected tickets share an event time, it is selected initially. To change seats, keep that event time and continue.
  2. Choose Collection-Eligible to browse included events and event times, or Any Event to browse other events. Use the Event search and Event Time picker to select the destination. Compatibility requires the purchased category and tier, the same venue, and the same tax treatment.
  3. Assign replacement admissions to the displayed tickets and pass references.
  4. Check the pairings, then select Complete exchange. On mobile, use Select tickets and Review exchange to reach the selection and review steps.

Exchange to a Series​

  1. Choose Series. The current series and selected booked event times are used as defaults when they form a valid shared selection.
  2. Choose a series and exactly the required number of event times. Every pass uses the same event times. On mobile, series and event times appear on separate screens.
  3. Choose one replacement seat or general admission category for each pass. A seat must be available at every chosen event time for that pass.
  4. Check the pass pairings and expand View event times to inspect removed and added event times, including selected bookings previously moved outside the series.
  5. Select Complete exchange once. On mobile, continue through Select series, Select event times, Select tickets, and Review exchange.

Changing to another compatible series preserves the selected admission count and has no additional charge.

The pass's purchased maximum applies to the bookings that will remain after the exchange, including past and checked-in bookings. Bookings being replaced are removed from that count first. If the result exceeds the maximum, review the warning before selecting Complete exchange to allow the organizer exception. The pass keeps its purchased limit for future bookings.

Other Usage actions​

Usage combines checked-in and unchecked tickets. Select individual tickets or use Select all tickets to act on them together. The selected-item bar offers Print, Exchange, Unredeem, and Release when permitted. Staff with check-in permission can use Check-In or Check-Out for the selected tickets. Check-Out applies immediately without a confirmation dialog. Use Show canceled to view canceled bookings.

Check the result​

Exact unchanged bookings keep their existing tickets. Changed bookings release the old tickets and issue replacements, which start unchecked-in. The customer's wallet and Usage show the updated bookings, and one confirmation covers the changed bookings.

The page will not confirm a wholly unchanged selection. If a hold expires or another operator changes the order, refresh availability and review again. After an interrupted submission, check its status before starting another exchange.

If the customer has not chosen another date yet, use Unredeem to restore the credit. For an unexpected result, include the pass reference, original and requested event times, and the message when you contact support.