You sent your ticket to someone you know, or someone sent one to you, but the transfer or private resale isn't going through?
This article explains what to check when the other person can't accept the ticket or you see an error in the app.
This article is about a transfer or private resale that has already been started. If that's not your case:
- You haven't started the transfer or private resale yet → 🎁 I want to transfer or resell my ticket to someone I know
- You don't see the Transfer or Resell option → ⛔ Resale and transfer are not available
- You listed your ticket for open-market resale and nobody has bought it → ⏳ My ticket isn’t reselling
- You want to cancel an existing transfer or resale → ❌ I want to cancel a resale or a transfer
Transfers and private resales only work in the Shotgun app, not on the website. Both people involved need to use the app.
The most common reason a transfer or private resale link doesn't work is that it has expired. A link can only be used for 10 minutes after it's generated. If the link has expired, simply cancel the transfer or private resale and start the process again to generate a new link.
👉 Where does the transfer stand?
Before troubleshooting, check the status of the ticket in the Shotgun app.
Open My tickets, tap the ticket to open its QR code, and check what it shows:
- Pending transfer: The transfer has started, but the other person hasn't completed it yet. The ticket is still yours and remains valid.
- Transferred: The transfer is complete. The ticket has been sent to the other person's account and is no longer available in yours.
- No status: There isn't an active transfer on the ticket. It may not have been started or may have already been cancelled.
👉 I can't accept the ticket someone sent me
If someone sent you a ticket, you need to open the transfer link in the Shotgun app and complete the process before the ticket is added to your account.
Check that:
- You're using the latest version of the Shotgun app.
- You're opening the link on the phone where the Shotgun app is installed.
- You're logged into the Shotgun account where you want to receive the ticket.
- You follow the link through to the end.
If it's a private resale, you'll also need to complete the payment before the ticket is transferred to your account.
If the payment fails, don't keep trying it repeatedly. Cancel the process and restart it from the beginning to avoid creating multiple payment attempts or duplicate charges.
Check 🚫 My payment won’t go through
👉 The person I sent the ticket to can't accept it
Sending the link doesn't complete the transfer by itself. The person receiving the ticket needs to open the link and complete the process in the Shotgun app.
Make sure they're:
- Using the latest version of the Shotgun app
- Opening the link on the phone where the app is installed
- Logged into the Shotgun account where they want to receive the ticket
- Following the link through to the end
If the link has expired or the process fails, cancel the transfer or private resale and start it again to generate a new link.
If it's a private resale and the payment fails, don't start multiple payment attempts. Restart the process instead.
Check 🚫 My payment won’t go through
👉 I see an error message
Check the error message first. It may explain what needs to be corrected before you can complete the transfer or private resale.
If the message doesn't explain what to do:
- Make sure the Shotgun app is up to date on both sides.
- Close and reopen the app.
- Try switching between Wi-Fi and mobile data.
- If the process still fails, cancel the transfer or private resale and start it again from the beginning.
If you're trying to make a private resale and the payment fails, don't keep retrying the payment. Restart the process instead.
Check 🚫 My payment won’t go through
👉 Nothing is working. What should I do?
If you've tried the steps above and the transfer or private resale still isn't going through, contact the Shotgun Care team.
To help us investigate, send us:
- The email address of the person sending the ticket
- The email address of the person receiving the ticket
- The transfer or private resale link
- A screenshot of the error message, if there is one
- The event name and date
- The order number