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# How should venues handle ticket delivery failures?

> Learn how to recover missing ticket emails and wallet passes without enabling fraud.

**A ticket delivery failure happens when a valid purchase cannot be accessed through its intended channel.** The order may still exist and the entitlement may still be valid; delivery, payment and admission are separate states that support teams should investigate independently.

## What can go wrong?

An email may be delayed, filtered or sent to a mistyped address; a wallet link may expire or fail because of device or issuer configuration; a buyer may have no account or may have used a guest checkout. Delivery systems also face temporary provider failures and duplicate-send risks.

## What should a recovery workflow check?

First confirm the order and captured payment where applicable. Then verify who is requesting access using proportionate authentication, inspect whether the ticket has been transferred or cancelled, and choose a safe channel for reissue or retrieval. Merely knowing an event name and order amount should not grant access to a stranger's tickets.

| Issue                             | Safer response                                        |
| --------------------------------- | ----------------------------------------------------- |
| **Email not received**            | Offer verified order lookup and resend                |
| **Wrong contact address**         | Verify ownership before changing recipient details    |
| **Wallet cannot save**            | Offer alternative supported ticket format             |
| **Old screenshot after transfer** | Explain revoked credential and current holder         |
| **Lost phone at venue**           | Staff-assisted identity and order check within policy |

## What should reissue mean?

Resending a message with the *same* still-valid ticket is different from issuing a *replacement* credential. Replacement may require revoking an old barcode to prevent duplicates. The UI should explain which action occurred; gate staff and buyers should not be left with contradictory versions.

## How should the platform monitor delivery quality?

Measure failed sends, bounce rates, retries, customer retrieval success and ticket-related support contacts. Avoid interpreting an email-open tracking pixel as proof the customer received or accessed a ticket. Reconcile delivery incidents against confirmed orders so problems are detected before event day.

## Related explanations

#### [How do customers manage tickets after purchase?](/distribution-access/how-do-customers-manage-tickets-after-purchase)

Distribution & Access · Delivery and after purchase

#### [What is ticket exchange and rescheduling?](/distribution-access/what-is-ticket-exchange-and-rescheduling)

Distribution & Access · Delivery and after purchase

#### [How do mobile wallet tickets work?](/distribution-access/how-do-mobile-wallet-tickets-work)

Distribution & Access · Delivery and after purchase

[More in Distribution & Access →](/distribution-access)