When filling in the contact form, you might notice that we ask for a lot of information. Wondering why ? You don’t feel safe sharing that many details ? Let us explain a little !
⚠️ First, remember that the more information we have, the faster we can help solve your problem !
Your order number or your ticket number
You can find your order number either on your Shotgun receipt, or on the PDF sent to you in the confirmation email. Be careful : your order number and your ticket number are two different things !
Your order number (or ticket number) provides us with many information such as :
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The account on which it was purchased.
This can be helpful if you created two Shotgun accounts without knowing, if your contact information are not correct, if you made a typo in your email address, etc.
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All banking information related to this purchase.
We can find out if you were debited twice, if your purchase went through, if you paid with the right credit card, if you think it’s a fraudulent purchase, etc.
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Whether or not this purchase was made through resale or transfer.
This can be useful if you have an issue with the waiting list.
Banking information related to the transaction
If you don’t have an order number or a ticket number, we usually ask for banking information, which can either be :
- Your receipt number, if you received it by email.
- The last 4 digits of the credit card debited and the exact amount of this debit (giving is the precise amount is super important, for instance don’t indicate “65” if your order was 65,34€).
With this information we can track the order related to your purchase and have access to all the information detailed above. This is particularly helpful if :
- You don’t know if your payment went through and you’re wondering whether or not you should purchase another ticket.
- You were debited by Shotgun but you don’t know why and you fear your account was hacked.
Technical issues on the Shotgun app or website
If you’re facing a technical issue when trying to order, pay, change your account information or password, transfer or resell a ticket, share an ambassador link, etc, make sure to give us as many details as possible and add screenshots if you can !
Here’s what you should share with us :
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Describe your problem precisely :
- Is it related to a specific feature ?
- Is there a message error displayed ? If so, add a screenshot !
- Is nothing happening when trying to realize a specific action ?
- Tell us when exactly the problem occurs :
- Does it happen at check-out ?
- Is it when clicking on a button or opening a page ?
- Give us information about your device :
- Are you using a computer or phone ?
- If it’s a computer, what browser are you on ?
- If it’s a phone, what model ?
- If it’s related to an event, give us the name and date of the event.
- If it’s related to a link not working (transfer link, ambassador link, etc), send us the link.
- If it’s related to a promo code, send the promo code.