There are a number of common causes for a missing confirmation email. In most cases, there are a number of individual issues based on the scenarios listed below. In any case, the solution is to resend the confirmation email when viewing the order (How to Find an Order), or selecting "Print" on the tickets in the order, save them as a PDF, and then attach them to an email directly from your email inbox.
Here are some of the common solutions we have found for users who bought tickets and cannot find an order confirmation email:
- The email may have been sent but ended up in a junk/trash folder. The solution in this case is to ask the user to search for the confirmation email by entering the sending address in their search option in their email inbox. For most email providers, if an email sits in the spam/junk folder for over 30 days it will be automatically deleted and the email will not be found when searching. In this case, you can find the order and resend the confirmation.
- The user may have entered their email address incorrectly. The easiest solution is to enter only a portion of the user email in the customer search to find the customer with the incorrect email. Then, clicking on this customer and selecting the 3 dots gives you the option to edit the customer email to correct the error. Then, resending the email confirmation in the order will resolve the issue.
- The email was sent but completely blocked from delivery by the user's email service (known issue with some legacy Hotmail accounts). The solution is to edit the customer and provide an alternate email address, or print the tickets and save them as a PDF. Then you can send those tickets from an alternate email address.
There are other possible scenarios that could have prevented the email from being sent. If you think there are larger issues in your situation then please reach out to firstname.lastname@example.org.