Easy Tickets & Events docs

Reference

Troubleshooting Easy Tickets

Common Easy Tickets problems - popup not showing, emails not sending, QR not scanning - and how to fix them.

This page covers the issues we see most often, ordered by frequency.

Storefront popup doesn't appear

Symptoms: customer adds the event product to cart from the storefront but no popup opens.

Causes (in order):

  1. The theme block hasn't been added. Open the theme editor, go to a product page, confirm the "Easy Tickets Popup" block is present in the section. If not, add it and save.
  2. The block is in the wrong theme. Make sure you customised the published theme, not a draft.
  3. A theme update overwrote the block. Re-add it.
  4. JavaScript is being blocked. Rare. A heavy security extension or ad blocker can interfere. Test in Incognito.

Customer says they didn't receive their confirmation email

Symptoms: order paid in Shopify, no email in customer's inbox.

Causes:

  1. Email went to spam. Most common. Ask them to check spam/junk.
  2. The email bounced. Open the event's Emails tab. Find the failed send. The reason is logged (invalid email, mailbox full, blocked by provider).
  3. The order's email is wrong. If the order has a typo'd email, the send was attempted there. Re-send to the corrected email manually from the attendee page.
  4. Delivery hasn't fired yet. Confirmation sends on order paid, not order created. If the order is still pending payment, the email won't send.

Resending: open the attendee, click Resend confirmation email.

QR code won't scan at the door

Causes:

  1. Customer is showing the wrong screen. Some customers screenshot the email then later forget which screenshot is which. Have them open the live ticket page from their email.
  2. Phone screen brightness too low. Ask them to crank brightness; the camera needs contrast to read.
  3. Plastic screen protector. Heavy texture can blur the QR. Ask them to remove or use manual code lookup.
  4. The ticket was transferred. The new attendee has the valid QR; the original code is invalid. Manually look up by name in the check-in tool.
  5. The ticket was refunded. Easy Tickets cancels the attendee on refund. The QR is invalid. Check the order status in Shopify.

Always have manual code lookup ready as a fallback. The ticket code is on every email and PDF.

"Outside check-in window" error

Cause: the ticket type has a "Scheduled" check-in mode and you're scanning outside the event's hours (or outside the custom check-in window).

Fix: either edit the event's check-in window to be more generous, change the ticket type's check-in mode to "Anytime", or wait until you're inside the window.

Event isn't visible on the storefront

Symptoms: you created an event but customers can't find it.

Causes:

  1. Event visibility is Hidden. Open the event, check the visibility toggle.
  2. On-sale time is in the future. Customers can't buy until the on-sale time. If you want to preview, log in as an admin and the product shows up.
  3. The backing Shopify product is in Draft or Archived state. Open the product in Shopify admin and set status to Active.
  4. The product isn't in any sales channel. Open the product in Shopify, check the sales channel list. Add Online Store.

Recurring instances aren't generating

Symptoms: you set up recurring weekly events but only the first instance shows up.

Causes:

  1. The background job is delayed. Generation happens on a schedule; first instances may take a few minutes to appear.
  2. The recurrence end date is in the past. Future instances won't generate beyond the end date. Push it out.
  3. The parent event is archived. Archived parents don't spawn children. Unarchive.

"Out of plan ticket cap" error mid-month

Symptoms: storefront shows "Coming soon" or "Sold out" on multiple events.

Cause: you've hit your monthly ticket cap.

Fix:

  1. Open Easy Tickets → Plans.
  2. Upgrade to the next tier.
  3. Cap raises immediately. Storefront re-enables.

See Plans and pricing.

Zoom meeting not created

Symptoms: event is online, Zoom is connected, but the confirmation email doesn't have a meeting URL.

Causes:

  1. Zoom OAuth token expired. Reconnect Zoom in Settings → Integrations.
  2. Zoom rate limit. Rare. Try again in a minute.
  3. Event's "Auto-create Zoom meeting" toggle is off. Open the event settings and enable it.
  4. The Zoom account doesn't have permission to create meetings. Some org-managed Zoom accounts restrict this. Check with your Zoom admin.

Attendee data missing in confirmation

Symptoms: confirmation email shows blank first name / no custom fields.

Causes:

  1. Event is in "From order" mode but the order didn't include the data. Switch to "On add-to-cart" mode and ensure the popup is collecting attendee info.
  2. Custom field was added after the order was placed. Existing attendees have empty values for the new field. Re-collect via the editable-after-purchase mechanism.

Refund didn't cancel the attendee

Symptoms: you refunded the order in Shopify admin, but the attendee is still Active in Easy Tickets.

Cause: a webhook delay. Easy Tickets listens for orders/cancelled and orders/refunded.

Fix: manually cancel the attendee in the Easy Tickets admin. The next time the webhook fires reliably, the status is already correct.

PDF ticket attachment is missing

Symptoms: customer says their confirmation email had no PDF attachment.

Causes:

  1. The event's "Attach PDF to email" toggle is off. Enable it.
  2. The PDF generation failed. Check the email history for errors. Resend manually.
  3. The email client stripped the attachment. Some corporate mail systems block PDF attachments. The customer can still download the PDF from the ticket page link in the email.

Where to get help

If your issue isn't here, email support@upsellshark.com with:

  • Your shop URL.
  • The event name or ID.
  • The attendee email or ticket code (if relevant).
  • A screenshot if there's a UI issue.

A real human replies, usually within a few hours during EU business hours.

See also