When a buyer's ticket email does not arrive

After paying, the buyer gets an email from AVP.Live Tickets whose subject starts with Your ticket and the event name. It holds one link for each ticket, and a livestream ticket also has a button to watch. The ticket page itself shows the address the email went to, so a buyer who made a typo can spot it.

On your “Edit” page, in the tickets area, a red box counts the ticket emails that “didn't arrive”. It appears only when there is something to fix, so no box means AVP.Live knows of no failures. Each row shows the address and the reason:

• “hard bounce · fix the address”: the address is dead. Resending goes to the same address and bounces again, so correct it first.
• “soft bounce”: a temporary problem. AVP.Live resends the email on its own, and the row shows how many times it has retried. You can press “Resend” yourself after a while.
• “delayed”: the email is late rather than failed. If it is then delivered, the row clears by itself.
• “marked as spam”: the buyer's mail provider reported it as spam. There is no “Resend” button for these.

“Resend” sends the ticket email again to the same address, and the row clears as soon as the new email is sent. If that one bounces too, a new row appears. “Handled” clears a row without sending, which suits a buyer you have already reached another way. A bounced row does not clear by itself. Owners, admins and managers can use both buttons.

The box only knows about emails that bounced, were delayed or were reported as spam. It cannot see an email that arrived and landed in a spam or promotions folder, or one the buyer deleted. For those:

• Ask the buyer to check spam, junk and promotions for AVP.Live Tickets.
• Ask them to press “Already bought? Email me my link” on your event page. It sends their links to the address they bought with, and only if that address has a paid order. It gives the same reply whichever address is typed, so the buyer cannot tell from the reply whether it matched.
• Or find the order yourself with “Find a buyer” and press “Resend email”.

If the address is wrong, no resend will reach the buyer. An owner can press “Correct address” on the order in “Find a buyer”, enter the right address and a reason, press “Save correction”, and then press “Resend email”. If you are not an owner, ask one, or hand the buyer their ticket link directly. A correction is refused once a ticket is checked in or the event has ended.

• Look in spam and junk for an email from AVP.Live Tickets, and confirm the address they bought with.
• Keep the ticket link once they have it. The link is the ticket, and anyone who holds it can use the seats.
• If they typed the address wrong, tell them it can be corrected and the ticket sent again.

• Find a buyer and resend their tickets
• Find your ticket or watch link