Order confirmations, password resets, event updates: if nothing from Shotgun is reaching your inbox, this article will help you figure out why and fix it.
If your emails work fine and you're only looking for one specific order, check I can't find my ticket instead.
I can't access my mailbox anymore
Every Shotgun email is sent to the address linked to your account. If you can't open that mailbox anymore, nothing will reach you until the email address on your account changes.
If you can still log in to the Shotgun app, you can change your email address yourself, in your account settings. Your past orders stay linked to your account, and you'll be able to log in with the new address right away.
See I want to change my personal information (name, username or email address) for the exact steps.
If you can't log in either, changing your email address isn't something you can do in the app or on the website. To do so, contact the Shotgun Care team.
What we need from you
- The email address currently linked to your account
- The new email address you want to use
- Your first and last name
- The date and amount of a recent order
I haven't verified my email address yet
When you create a Shotgun account, we first send an email asking you to confirm your address. Until you do, we can't send you anything else, including your tickets.
- Look for an email asking you to confirm your email address (check your spam folder too)
- Open it and tap Verify email address
- Once verified, the emails you were waiting for are sent automatically
More on this in 💌 I was asked to confirm my email address.
Our emails end up in spam, or get blocked
This is the most common reason emails don't arrive: email providers sometimes filter our messages, or our sending address ends up blocked without you noticing.
- Check your Spam, Junk, and Promotions folders
- Search your whole mailbox for "Shotgun", since the email may have been filed there automatically
- Open your email settings and make sure contact@tickets-shotgun.live isn't on your blocked or spam senders list, then add it to your contacts or safe senders instead
- Check that your mailbox isn't full, since a full mailbox can't receive anything
If, despite all these checks, you're still having trouble, contact the Shotgun Care team.
What we need from you
- The exact email address linked to your account
- Type of email you were expecting
- Since when you stopped receiving emails
Nothing works, your emails still aren't reaching me
Some email addresses stop accepting our messages after repeated delivery failures, and a few uncommon domain names aren't handled well by our sending system. When that happens, our emails never reach you, no matter what you change in your settings.
Switching your account to another email address in this case isn't something you can do yourself in the app or on the website. To do so, contact the Shotgun Care team.
What we need from you
- The exact email address linked to your account
- Since when you stopped receiving emails
- Type of email you were expecting
- An alternative email address with a common domain
Your tickets are available even without the email
You never need an email to access a ticket you've already paid for. Log in to your account on the Shotgun app or on the website: all your orders are there, and you can open or download your tickets at any time.