Convious sends out the confirmation email immediately after we have received the payment confirmation of the purchase. This confirmation is sent to the email address provided when placing the order.
If you hear from a customer who bought tickets through your Convious checkout and didn't receive any emails, please follow the following steps:
1. Ask the customer to check his/her SPAM folder
It is important to check SPAM and other folders, not just your inbox. Sometimes the confirmation email with the tickets can go directly to customer's SPAM folder.
2. Make sure that customer completed the payment
Ask the customer to double-check if they completed all the steps of the online payment process. Sometimes it’s just the matter of clicking the last “confirm” button on a bank's page.
3. Check if the provided email address was correct
Ask the customer what email address they entered in the checkout when placing their order and confirm it in the dashboard. Click here for instructions
4. Make sure the customer gave it enough time
Although it's an unlikely scenario, it can take up to 1 hour of time for the tickets to arrive in customer's inbox. If you have followed all the steps above, please advise the customer to be patient. You can also resend the confirmation email directly from your Convious dashboard. Click here for instructions
5. Report a bug
If you have done all of the above and the customer still didn’t receive their tickets, please submit the Bug Report Form.
Read more about How to report a bug.
This is not entirely what you looked for? Find more information on troubleshooting customer complaints or issues:
Customer's email address isn't accepted in the checkout
Customer can't open the ticket pdf file
Customer didn't receive the tickets