You just bought a ticket but can’t find it in your email or in the Shotgun app? Don’t worry. Tickets are rarely lost, and in most cases the issue is quick to fix.
Before anything else, try to identify which situation below matches yours.
I was charged, but I didn’t receive the confirmation email
If your payment went through but you didn’t receive your ticket email, the most common reason is that your email address hasn’t been verified yet.
When you create a Shotgun account, we first send an email asking you to confirm your email address. Until this step is completed, we can’t send you important communications, including your ticket confirmation.
You might see a message asking you to validate your email address to receive your ticket.
Check the following:
- Look for the email asking you to confirm your email address
- Open the message and click Verify email address
- Once your email is verified, the ticket confirmation will be sent automatically
- If you can’t find the email, check your Spam or Junk folder
👉 What to do next
If you still can’t find the verification email:
Open the help bot in the bottom-right corner of this page, select the options My account > I’m not receiving emails, and follow the steps. This flow will guide you to the right support agent.
I received the ticket by email, but I can’t find it in the app
This usually happens when you have more than one Shotgun account.
For example, you may have signed in with:
- a different email address
- Facebook login
- Apple ID
Check the following:
- Make sure the confirmation email was sent to the same address used in the Shotgun app
- If not, log out and log back in with the correct email address
- Compare the orders visible on the website and in the app. If they’re different, you’re probably logged into another account
👉 What to do next
Log out of the app and reconnect using the email address that received the confirmation email.
If you’re not sure which account is the right one, open the help bot in the bottom-right corner of this page and follow the following path. This flow will guide you to the right support agent:
Find my ticket > Were you debited on your bank account? Yes > I still need help > I have the email, but I can’t see my ticket on the app
If you realize that you have multiple Shotgun accounts, you can also check the following article to learn how to merge them: đź‘Ą I have created two accounts and I want to merge them
I bought a ticket outside Shotgun but want to see it in the app
Tickets can only appear in the Shotgun app if they were purchased directly through Shotgun.
If your ticket was bought on another ticketing platform or through a third-party reseller, it cannot be imported into your Shotgun account, and it won’t appear in the app.
⚠️ If you want to resell a ticket that was transferred to you, please refer to the following article: 🧾 I want to receive a refund for a ticket that was transferred to me