A buyer says they didn’t get their ticket

If a buyer says they can't find their ticket, it's almost always a matter of where they're looking. Here's how to confirm the ticket exists and get them to it.

First, confirm the order

1. Open the event and go to the Guest List or Orders.
2. Search by the buyer's name, email, or phone.
3. If their order shows up, their ticket is valid — it just needs to be opened on their device.

Where the buyer finds their ticket

Tickets live in the TokTix app, not as an attachment. Tell the buyer to:

1. Open (or install) the TokTix app.
2. Sign in with the phone number they used at checkout — this is the key step. Tickets are tied to that number.
3. Their tickets appear under the Tix tab. They can open a ticket to show its QR code at the door.

The most common mix-up: signing in with a different phone number than the one used to buy. The ticket is attached to the checkout number — make sure they use that one.

At the door

You don't actually need the buyer to produce a perfect ticket — you can check them in manually from the Guest List by searching their name. See Check people in. So even if someone's phone is dead, a confirmed order gets them in.

Still can't find it?

If there's no matching order at all, the purchase may not have completed. Ask the buyer to check for a receipt, and message us from Profile → Feedback with the event name so we can help track it down.