Tech Support

Common Issues

ID Scanning

  • If their ID does not scan, they can set up a temporary account.
  • They will need to close their camera in the app and tap the Request Temporary Account button. They can take photos of the front and back of their ID or Passport and a selfie.
  • It will then take them through adding their legal name and address, email and mobile. They can agree to the Terms of Service and buy immediately.
  • If someone really can not do even the request temp account, here is how to add them manually. To manually add them, first make sure you have photos of the front and back of their DL and have their mobile phone number and email address, go to the user table in the main admin dashboard, fill out all of their info from the ID. They can then sign in with their mobile number.

Buying the Wrong Pass

…Wrong event, wrong person, wrong pass type, wrong date, etc.

  • This is another common one, where someone just makes a mistake on their purchase.
  • Depending on what they did, your 3 main solutions are to:
    • Refund the purchase
    • Transfer their ticket/pass, or
    • Issue a credit (coming soon).
  • Many times, especially if this happens in advance of an event, you don’t need promoter permission to do this.

App Issues

  • This typically comes in with a customer saying they can’t do something in the app they are trying to do (can’t get through checkout, etc.) or can’t find an event.
    • First, you’ll want to check yourself to make sure everything looks ok on the event they are trying to find or complete an action on.
      • Don’t hesitate to go all the way through checkout if needed to properly chefck something. You can always refund yourself after you’ve finished testing.
    • If everything works for you, you can direct the customer to either refresh something, log out and log back in, or delete and reinstall the app.
      • If you suspect they are on an old version, directing them to delete and reinstall the app should fix any issues they were having.
      • Otherwise, if that doesn’t work, find out as much as you can about the device they are using and loop Bobby in.

Other

  • Use the Help Sites – help.pitpay.com, help.kartpass.com, and help.tickethoss.com – if you’re looking for particular directions to give someone who needs help.