Customer didn't receive any tickets or emails

Tickets

Convious sends out the e-tickets immediately after we have received the payment confirmation of the purchase. The tickets are sent to the email address provided when placing the order. Additionally, the link to download the tickets is displayed in the checkout after the payment is completed and confirmed.

Emails

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 didn't receive their tickets or emails follow the steps below:

1. Ask the customer to check their 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 the customer's SPAM folder.

2. Make sure that the 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 a matter of clicking the last “confirm” button on a bank's page.

3. Ensure your customer has completed the After Payment Form
   Whether it is for safety or marketing purposes if you have an After Payment Form (APF) enabled, this form, in this case, also needs to be completed before the customer can download or view their tickets. Sometimes it is enough to resend them the link to their form; if however, the form is hindered from showing to the customer, you might have to request the customers' details and complete it for them. 💡 To access a customer's APF, you need to find their order, click Action, and then Download Tickets. If the APF is not completed, this will trigger the online form instead of the ticket download.

4. Check if the provided email address is 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

5. Make sure the customer gave it enough time
   Although it's an unlikely scenario, it can take up to 1 hour for the tickets to arrive in the 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. 

6. Still not working? Report the issue to our support team via support@convious.com. To speed up the process please describe the issue in detail, attach screenshots/links, and give us all the information you have. 

Do you still have questions?

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