A ticket was not generated
Use this when a customer paid or booked but has no ticket, or when staff open an order and the expected ticket documents are missing.
1. Confirm the order and payment state
Open the order under Sales > Orders and check the order state and payment state together. An order that is not booked, or whose payment never arrived, may correctly have no tickets yet. Use How orders, payments, invoices, and tickets fit together for the state reference — Booked does not prove payment, and a paid invoice does not prove tickets were generated.
If the order cannot be found at all, check the abandoned list first: Find an auto-canceled or abandoned order.
2. Check whether tickets exist on the order
- On the order Overview, look under Downloads for Download all tickets.
- Open the Attendees tab and check whether each attendee has a Ticket number and an attached ticket.
If tickets exist here, the problem is delivery, not generation — continue in Emails are missing or incomplete.
3. Check whether the item should create a ticket
Not every order line produces a ticket. Check whether the purchased product is set up to create tickets and attendee records. A product without a ticket setup, or one that intentionally groups several people onto one ticket, can make ticket counts differ from the purchased quantity without anything being broken.
4. Check the timing
Directly after online payment, the customer download page can show that tickets have not yet been generated and will be retried automatically. A gap of a few minutes between payment and ticket availability is possible. Refresh the order before treating a fresh payment as a generation failure.
5. Read the history
Open the order's History tab. Compare when payment was recorded, when documents were created, and which emails were sent with which attachments. This tells you whether generation never happened, happened late, or happened but was never delivered.
Expected result
You know whether the missing ticket is explained by order or payment state, by a product that does not create tickets, by timing, or by email delivery — or whether generation genuinely failed and support is needed.
Before contacting support
Collect:
- order number and customer email
- order state, payment state, and invoice state
- what the Attendees tab and Downloads show
- relevant History entries with timestamps
- the exact product and quantity purchased
