Find the right troubleshooting guide

Use this page when something is not working and you are not sure where to start. Find the symptom closest to what you or the customer sees, then follow the linked guide. Each guide lists its checks in order, fastest first.

Before you start

• Note the order number, ticket number, or customer email address involved.
• Copy the exact message shown, and note when it appeared.
• Note where it happened: online shop, back office, POS, or entrance.

Customers cannot find, book, or pay

• An event, time slot, or product is sold out, unavailable, or shows the wrong quantity: Troubleshoot availability and capacity. To understand how availability is calculated, read How capacity and availability work.
• An offer does not appear in the online shop at all: An offer is missing from the shop.
• The cart, checkout, or payment step fails: Online booking or checkout is not working.
• A payment method is missing or a payment fails: Check payment provider setup. For Apple Pay and Google Pay, see Troubleshoot wallet payments. If a method such as Klarna is offered in checkout but not in a payment link, or the other way round, see Troubleshoot Klarna and pay-by-link payment methods.
• A payment link cannot be created or does not open: A payment link cannot be created or opened.
• A customer cannot sign in, register, or reset their password: A customer cannot log in or register.
• A discount code, voucher, or membership benefit is not applied: A coupon, voucher, or membership does not work. For a voucher that will not redeem, see Troubleshoot a voucher redemption.

Something is wrong after the order

• The order exists, but the ticket is missing: A ticket was not generated.
• A customer did not receive an email: Check why a customer did not receive an email. If the email arrived without attachments or with the wrong content, see Emails are missing or incomplete.
• A ticket is rejected at the entrance: Handle a ticket that will not scan. To see earlier scans of the same ticket, see Check ticket scan history where available.

Reports and accounting do not add up

• Two reports, exports, or provider totals disagree: Report totals do not match.
• A sale, export, or document has no customer name, email, or address: Investigate missing customer data on receipts.

Connected systems and the back office

• A booking or ticket from a connected system is missing: External booking or ticket sync failed.
• An integration stopped working or shows a connection error: Integration troubleshooting checklist.
• The back office reports that the connection was interrupted: Recover from a connection interruption in the back office.

If the guide does not solve it

Contact KORONA Event support or your KORONA partner. Contact support with useful details lists what to add for each type of problem. Always include:

• the order number, ticket number, or customer email address
• the exact message, copied as text
• the date, time, and timezone when it happened
• where it happened and what you already checked
• screenshots that show the problem without unrelated customer data