You arrived at the event, but your Shotgun ticket was rejected when it was scanned or appeared as invalid?
This article explains what you can check in the app and what you can do.
This article is about a ticket that was rejected or marked as invalid when scanned.
Entry conditions, security checks, capacity limits, and other decisions made at the event are managed by the organizer and their on-site team.
If your ticket is valid but the event team refuses to accept it based on an on-site decision or entry rule, the organizer is responsible for the outcome.
A ticket may not be accepted when scanned for several reasons.
For example, it may have been resold or transferred and no longer be valid, the order may have been canceled or refunded, or the ticket may have specific conditions of use, such as a specific entrance or entry time.
It may also not match the event or date you're trying to attend.
➡️ Are you at the event entrance? Here's what you can check:
If your ticket wasn't accepted when scanned, open the Shotgun app and go to My tickets.
Then check which tab your ticket is in:
🕐 Pending
Tickets in Pending don't have a QR Code, because they aren't ready to be used yet.
There are a few reasons why something may appear in Pending, such as:
- Your payment plan may not be complete yet.
- You may have joined the waiting list for a sold-out ticket and are still waiting for a ticket.
- Your ticket may still be waiting for organizer validation or approval.
For more information about tickets in Pending, see 🎟️ I can’t find my ticket
📅 Past
Open your ticket and check whether a status is displayed.
A past ticket can still show a status such as “resold,” “transferred,” “canceled,” or “refunded.”
If there is no status, it means that the event has ended or the entry time for that ticket has passed, so the ticket can no longer be used.
🎟️ Future
Open your ticket and check the following:
-
QR Code:
- Black: the ticket is valid.
- Light gray: the ticket is invalid.
- If the QR Code is light gray, check the status shown on the ticket. It will tell you why the ticket is invalid, for example “resold,” “transferred,” “canceled,” or “refunded.” If the resale or transfer is still pending, you can cancel it and recover your ticket. See ❌ I want to cancel a resale or a transfer
- Check whether your ticket has any specific conditions of use, such as a specific entrance or entry time, and make sure you're in the right place at the right time.
If your ticket is in Future, has a black QR Code, matches the correct event and date, and hasn't been resold or transferred, contact the Shotgun Care team so we can check what happened.
What we'll need from you:
- Order number
- Event name and date
- Approximate date and time of the incident
- Where the incident happened (for example: entrance or ticket check)
- Details of what happened
- Photos, videos, or other evidence that may help us understand the situation, if available
👉 I bought my ticket outside Shotgun
If you bought your ticket outside Shotgun, the purchase and transaction were made directly with a third party and are not Shotgun's responsibility.
In this case, contact the person or company you purchased the ticket from.
If you believe you bought a ticket for a fake or fraudulent event, see 🎭 I suspect I bought a fake ticket or a ticket for a fraudulent event