Troubleshooting

A problem in Easy Tickets & Events shows as a banner on the home page or an event's page, with the reason and the fix.

A box on the home page: "created no tickets"

What you see: a box on the home page saying that an order "created no tickets", with the product it contained. The buttons are Open order in Shopify, Contact support and Dismiss.

Why: the order bought a product that is not the ticket product of any event. The app shows this only for orders that look like your own test, while your shop has not had a single ticket yet.

What to do: buy from the product the app made for the event. Press View on store on the event's page to open it. Dismiss closes the box for good, and all such boxes close once your shop has its first ticket.

The Delivery problems card

What you see: a Delivery problems card on an event's Dashboard. It says the tickets are paid for but the email to the buyer has not gone out yet. It lists the guest, what happened and when it was last tried. Problems that belong to no event, such as a class pass email, show on the home page.

Why: the mail service did not confirm an email, refused it, ran out of sending allowance, or the app stopped trying. A reminder or follow-up can also stop partway.

What to do:

• Press Retry now to send a ticket email again. Pressing it twice does not send two.
• For "The mail service refused this email", check the guest's address and your ticket email design first.
• After 24 hours the card warns that a retry may give the buyer two emails.
• A stopped reminder or follow-up can only be dismissed. The app never sends them late.

The app keeps retrying on its own, and nobody is emailed about these rows. The card is the only place they appear. More about the emails is in emails and PDF tickets.

"Action needed" emails

The app emails your Notification email from Settings, or your store's contact email, when something stops sales or leaves a paying customer without a ticket.

Subject	What to do
"Action needed: tickets for" the event "can't be bought right now"	Reconnect the tickets, as below
"Action needed: add-ons for" the event "can't be bought right now"	Reconnect the add-ons, as below
"Action needed: a customer paid but got no ticket"	An order line points at a product option no ticket is connected to. Reconnect the ticket, then add the guest by hand if needed
"Action needed: order" number "needs your attention in Easy Tickets"	The app could not finish a paid order. Reply to the email to reach support
"[Easy Tickets] Your Zoom connection needs attention" (or Klaviyo, Mailchimp)	Open Integrations and fix the connection

Each one is sent once per problem.

Tickets that can't be bought

What you see: the home page says an event has "tickets or add-ons that can't be bought right now" with Fix the connection. The event page shows "These tickets can't be bought right now" with Reconnect tickets. Shoppers see the ticket as "Currently unavailable".

Why: a ticket type lost its link to its Shopify product option. This usually happens when the event's product, or one of its variants, was deleted and created again in Shopify. Sold tickets and guest lists are safe.

What to do:

1. Press Reconnect tickets, or Reconnect on the ticket's row on the Tickets tab.
2. In Product option, pick the option this ticket should use. The closest name is suggested.
3. Press Reconnect.

If every option is taken, the popup says "Add the option in Shopify first". Press Open product in Shopify, add the option, come back and press Refresh list. The ticket takes the price of the option you pick. The full steps are in ticket types and inventory.

An add-on choice that can't be bought

What you see: "These add-ons can't be bought right now" on the event's Options tab, with a "Can't be bought" badge and a Reconnect button on the choice. Shoppers see the choice greyed out as "Currently unavailable".

Why: the choice's variant was deleted from its Shopify add-on product.

What to do: press Reconnect on the choice, pick the product option it should use and confirm. A choice marked "Sold out" is different: Shopify has no stock left, and the mark clears by itself when stock returns. See add-ons and option groups.

A paid order that has no tickets yet

Every 30 minutes, the app looks at paid orders from the last 48 hours. An order that has event tickets on it but no tickets in the app, or whose ticket email is still owed, is processed again. Tickets are never made twice, and only missing emails are sent.

This check skips orders younger than 15 minutes, so give a new order about an hour before you act. If an order older than 48 hours still has no tickets, contact support from the Need help? chat.

The ticket popup does not open

Work through these in order.

1. The app embed is off. In the theme editor, open App embeds, turn on Easy Tickets Popup and press Save. The event's Attendee information tab warns "The storefront popup is not enabled in your theme" with an Enable in theme editor button.
2. The embed is on in a theme that is not published. The app checks your published theme only.
3. The event takes details from the order. On the Attendee information tab, When to collect attendee info must be "On add to cart - show a popup on the storefront".
4. The event is paused, upcoming or ended. The buy button then reads "Ticket sales are paused", "Tickets available soon" or "Event ended".
5. The ticket limit is reached. The page shows "Tickets temporarily unavailable" and nothing else from the app loads.

The popup only runs on product pages. If the app could not be reached, the page shows your theme's normal product page for that visit, so reload it. More about the popup is in the attendee popup and its designer.

A customer got no email

1. Check the Delivery problems card on the event's Dashboard, as above.
2. Check the address. On the Attendees tab, open the guest's row menu and choose Edit. Fix the email and save. Saving sends nothing, so then choose Email ticket.
3. Check the delivery mode. If the event sends all tickets to the buyer, guests get no email of their own.
4. Use Email a copy to me to see the email yourself.

"Sent" means the mail service accepted the email. The app cannot see an email that bounced or was filtered after that. Buyers can also download their tickets from the order status page in their customer account. Resending is explained in the guest list.

Reminder and follow-up emails are off until you switch them on for the event.

The check-in PIN is locked

What you see: "Invalid PIN. Tries left:" and a number, then "Too many attempts. Try again in" some minutes. At Shopify POS the message is "Too many wrong PINs."

Why: 5 wrong PINs from one internet address within 5 minutes, or 10 wrong PINs for the event from all devices together. Phones on the same venue Wi-Fi share one address, so they share those 5 tries.

What to do:

• Wait. The lock lasts at most 5 minutes.
• Read the right PIN on the event's Dashboard, in the Check-in card.
• Phones that already entered the PIN keep working during the lock.

Changing the PIN does not sign out phones that already entered the old one. They stay in for 12 hours. See check in with any phone.

The check-in page needs a connection

What you see: "You are offline. Reconnect and reload to continue check-in." on a phone that never loaded the page, or scans that fail. At Shopify POS: "No connection. Check this device's wifi and try again."

Why: there is no offline check-in. Every scan, typed number and undo goes to the app straight away.

What to do: connect to Wi-Fi or mobile data, reload the page and scan again. A scan made while offline is not saved for later.

The ticket limit is reached

What you see: shoppers get "Tickets temporarily unavailable" and "Please contact the event organizer for assistance." The home page shows "Monthly ticket limit reached". The POS till, free registration, Add attendee and class-pass bookings stop too.

Why: your shop has issued every ticket its plan includes for this 30-day cycle. Free tickets and tickets added by hand count as well.

What to do: move to a bigger plan on the Plans page, which applies as soon as Shopify confirms it and starts your count again at 0. Or wait for the reset date shown on the Plans page. Orders already in checkout still get their tickets. See plans and pricing.

Translations Shopify refuses

What you see: on the Event details tab, "Shopify would not accept this translation. Open the event again and save it once more." On the event's Languages tab, a row marked "Not on your product page yet". On Settings, "Shopify needs your permission to show this on the product page." with Try again.

Why: the app also writes the event name, description and ticket type names into Shopify's own translations for the product page. Shopify turned one down, or its permission was not given.

What to do: open the event again and save once more. On Settings, press Try again and approve the permission. Refresh from Shopify on the Languages tab reads Shopify's copy back.

Your translations still show in emails, tickets and the popup while this is unresolved. Only Shopify's product page keeps its old text. See customer languages.

Shopify POS on a development store

A development store has a storefront password. The POS tiles reach the app directly, so the password does not block selling or check-in. If the tile still cannot reach the app, staff see an error with a Try again button. More in Shopify POS.

The thank-you page tickets are different. On a password-protected store they can stay hidden, while the ticket email still arrives. Removing the storefront password in Shopify under Online Store > Preferences lets them load.

A Zoom, Klaviyo or Mailchimp connection failed

What you see: "Zoom connection failed", "Klaviyo connection failed" or "Mailchimp connection failed" on the home page, with Open Integrations. The tile on Settings reads "Not working".

Why: the service refused the app for good, for example a wrong key or a missing permission. Short outages are retried and never raise this.

What to do: press Fix connection on the tile, correct the details and press Test connection. The connection turns back on after the next call that works. See Zoom, Klaviyo and Mailchimp.

Still stuck

Every page of the app has a Need help? button in the corner. Your message goes to a person, and the reply comes by email, usually within a day.