🎟️ I can’t find my ticket

You just bought a ticket but can't find it in your Shotgun account or in your inbox?

In most cases, your ticket isn't actually lost.

This article explains where to look and what to check depending on your ticket status.

👉 I was charged but I didn't receive a confirmation email

If you were charged, your first step should be to check your Shotgun account.

Your ticket is made available there as soon as it is issued, so you don't need to wait for the confirmation email to access it.

Open My tickets and check all three tabs: Future, Pending, and Past.

🕐 Is your ticket in Future?

If you find your ticket under Future, it is available in your account and ready to be used, as long as it is valid.

🕐 Is your ticket in Pending?

Tickets in Pending don't have a QR Code, because they aren't ready to be used yet.

If you were charged, one possible reason is that your payment plan isn't complete yet. Tickets are only made available after full payment.

You can check your remaining instalments in your Shotgun account on the website. If you'd rather pay the remaining balance now, see 📅 I want to pay the rest of my instalments now.

You can also see a ticket in Pending when the organizer has chosen to manually approve certain types of tickets.

In this case, you may see a temporary or pending authorization on your payment method, which can look like a completed charge. However, you haven't been officially charged yet.

The organizer has up to 7 days to approve or reject the order. If they approve the order, the payment is officially charged and you'll receive the order confirmation email with your ticket. If they reject it or don't make a decision within this timeframe, the order is automatically cancelled and any pre-authorized amount is released or refunded according to the payment provider's processing time.

See 📨 How can I contact the event organizer? for more information.

🕐 Is your ticket in Past?

If you find your ticket under Past, open it and check whether a status is displayed.

A past ticket may show a status such as resold, transferred, canceled, or refunded. If no status is displayed, the event may have already ended or the ticket's entry time may have passed, so it can no longer be used.

📧 If you found your ticket but didn't receive a confirmation email

If you found your ticket in My tickets, you can use it normally. You don't need to wait for the confirmation email.

If you still want to receive the email, the most likely reason you haven't received it is that your email address hasn't been verified yet.

When you create a Shotgun account, an email asking you to confirm your address is sent first. Until that step is done, other communications, including your ticket confirmation, can't be sent to you.

Check the following:

1. Look for a Shotgun email asking you to confirm your email address, including in your Spam or Junk folder.
2. Open it and click Verify email address. Once verified, the ticket confirmation is sent automatically.
3. If you still have access to the order confirmation page, check the email address on the order for a typo.
4. Check any other mailboxes you own, including old ones.

For more information, check 💌 I was asked to confirm my e-mail address.

If you're not receiving any email from Shotgun at all, not just this one, see 📧 Why am I not receiving emails from Shotgun?

👉 I was charged but I can't find my ticket anywhere

If your payment went through but you can't find your ticket in Future, Pending, or Past, and you also haven't received a confirmation email, you may be logged into a different Shotgun account than the one associated with your order.

This can happen if you've previously created an account using a different email address, Facebook, or Apple ID.

Check the following:

1. If you received any Shotgun email related to the order, confirm that it was sent to the same address shown in your Shotgun profile.
2. If the email address is different, log out and log back in with the account associated with that address.
3. Compare the orders visible on the website and in the app. If they differ, you may be logged into another account.
4. If you have more than one email address or login method, check whether the order may be linked to another Shotgun account.

If you find you have several Shotgun accounts, see 👥 I have created two accounts and I want to merge them.

If you weren't able to find the ticket in your account or receive a confirmation email after checking these possibilities, contact the Shotgun Care team.

What we need from you:

• Your Shotgun account email
• The event name
• The date and approximate time of the order
• The exact amount charged
• Proof of payment, such as a screenshot or bank statement showing the transaction

⚠️ Please don't send your full card number, CVV, password, or other sensitive payment information.

👉 I wasn't charged

Start by checking My tickets and look at all three tabs: Future, Pending, and Past.

If you find something in Pending, there are two common situations:

• You may have joined the waiting list for a sold-out ticket and are still waiting for a ticket. Joining the waiting list does not mean you already have a ticket. See 🕛 I'm on the waiting list and haven't received a ticket yet.
• Your ticket may still be waiting for organizer validation or approval. The organizer is the only one who can approve it, and the ticket is generated only after approval. The organizer has 7 days to approve or reject the request. If the request is rejected or isn't approved within this period, you'll receive a full refund.

If you don't find anything in Pending, and no amount was charged, no order was created and no ticket exists yet.

This can happen when a payment is declined, when a security check doesn't pass, or when the connection drops during checkout.

If your bank shows a temporary or pending charge, this may only be an authorization for the attempted payment. It should be released according to your bank's processing times.

If the event is still on sale, you can try placing a new order.

To understand why the payment didn't go through, see 🚫 My payment won’t go through.

👉 I bought a ticket outside Shotgun and want to see it in the app

Tickets purchased outside Shotgun aren't automatically added to your Shotgun account.

If someone bought the ticket for you, or you bought it from someone outside Shotgun, the ticket remains on the original buyer's account until it's transferred to you through Shotgun, if transfers are available for that ticket.

In this case, contact the person who bought the ticket and ask them to follow the steps in 🎁 I want to transfer or resell my ticket to someone I know.