My Tickets – How to manage your tickets

Below is a structured and comprehensive knowledge base article titled *“Managing Tickets in Ticketmaster: Agent Reference Guide”*, based on the content from Ticketmaster’s “My Tickets” help section and related articles. This is designed for customer service agents to use when assisting customers effectively. --- Title Managing Tickets in Ticketmaster: Agent Reference Guide Introduction This guide provides customer service agents with a clear, structured overview of Ticketmaster’s “My Tickets” functionality. It covers how customers can view, access, transfer, retrieve, or resolve issues with their tickets. Each section contains step‑by‑step instructions, common scenarios, and helpful tips to ensure smooth resolution. Main Content Sections 1. Viewing Tickets in the Customer’s Account - If a customer purchased tickets online at Ticketmaster.com, those tickets will appear automatically in their Ticketmaster account under **My Tickets** or **My Events** ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9787464969873-Where-can-I-view-my-ticket-purchases?language=en_US&utm_source=openai)). - Instructions to guide customers: • Have them sign in to their Ticketmaster account. • Navigate to **My Events** (or **My Tickets**). • Select the event to view seat locations, barcodes, delivery status, and charges ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9787464969873-Where-can-I-view-my-ticket-purchases?language=en_US&utm_source=openai)). - Note: Receipts are not available through the mobile app or for events that occurred more than 90 days ago ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9787464969873-Where-can-I-view-my-ticket-purchases?language=en_US&utm_source=openai)). 2. Accessing Partner-Purchased Tickets - For tickets bought through partner platforms (e.g., Vet Tix, GetYourGuide, Viator, headout, Civitatis, Tiqets), customers should: 1. Locate the email containing the “Ticketmaster Verified Tickets” link (from either Ticketmaster or the partner) ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/32583953449745-How-do-I-access-tickets-purchased-from-one-of-Ticketmaster-s-partners?utm_source=openai)). 2. Sign in or create a Ticketmaster account. 3. Go to **My Tickets** to view the ticket details, seat information, and barcodes ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/32583953449745-How-do-I-access-tickets-purchased-from-one-of-Ticketmaster-s-partners?utm_source=openai)). 4. Encourage adding the tickets to a mobile wallet for offline access ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/32583953449745-How-do-I-access-tickets-purchased-from-one-of-Ticketmaster-s-partners?utm_source=openai)). - If customers cannot locate the email, advise them to check spam/junk folders and mark the message as “Not Spam” to prevent future issues ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/32583953449745-How-do-I-access-tickets-purchased-from-one-of-Ticketmaster-s-partners?utm_source=openai)). 3. Ticket Delivery Issues & Missing Mail - Printed tickets are typically processed within seven days of purchase and shipped via USPS First Class Mail. Customers should receive them within 10–14 business days after purchase ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9715428169745-I-haven-t-received-my-tickets-in-the-mail-yet-What-should-I-do?language=en_US&utm_source=openai)). - If the event is imminent (within two days) and tickets have not arrived, agents should arrange will-call pickup at the venue. Updated barcodes will be issued to ensure valid entry, and previously mailed tickets will be invalid ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9715428169745-I-haven-t-received-my-tickets-in-the-mail-yet-What-should-I-do?language=en_US&utm_source=openai)). 4. Locating Order Receipts or Confirmation Numbers - Receipts and confirmation numbers can be retrieved by: • Signing in to the Ticketmaster account. • Finding and opening the specific order. • Clicking **View order details** and selecting **View Receipt**, located near the order number ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9757577622417-How-do-I-find-my-receipt-or-order-confirmation-number?utm_source=openai)). - Note: Receipts are unavailable for events more than 90 days past or via the mobile app ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9757577622417-How-do-I-find-my-receipt-or-order-confirmation-number?utm_source=openai)). - For resale tickets, advise customers that orders may take up to 24 hours to appear in their account ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9757577622417-How-do-I-find-my-receipt-or-order-confirmation-number?utm_source=openai)). - If the customer cannot locate an order, suggest checking if a different Ticketmaster account was used for the purchase ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9757577622417-How-do-I-find-my-receipt-or-order-confirmation-number?utm_source=openai)). 5. Transferring Tickets to Others - Use the **Ticket Transfer** feature to send tickets to friends or family. Upon transfer and acceptance by the recipient, new barcodes are generated, and the original tickets become invalid ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9612097694481-How-do-I-transfer-tickets?utm_source=openai)). - Instructions for the transfer (via app or web): • Sign in and go to **My Tickets** or **My Events**. • Select **Transfer** (if enabled by the event organizer). • Verify identity via a one-time code sent to the customer. • Choose which tickets to transfer and enter the recipient’s email or phone number (optionally include a note). • Send and await confirmation of acceptance ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9612097694481-How-do-I-transfer-tickets?utm_source=openai)). - Important considerations: • Transfer may be unavailable if the event organizer or venue has disabled it, the event has passed or been canceled, or tickets were purchased via phone ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9612097694481-How-do-I-transfer-tickets?utm_source=openai)). • Recipients must have a Ticketmaster account — advise use of the email tied to that account ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9612097694481-How-do-I-transfer-tickets?utm_source=openai)). • Transfers are allowed before ticket delivery if the event is eligible ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9612097694481-How-do-I-transfer-tickets?utm_source=openai)). • Add-ons, VIP packages, merchandise, or insurance are not transferable ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9612097694481-How-do-I-transfer-tickets?utm_source=openai)). - After successful transfer, agents can view ticket status as “Sent,” “Waiting to accept,” “Accepted,” or “Claimed” ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9612097694481-How-do-I-transfer-tickets?utm_source=openai)). 6. Event Status & Updates - Agents should direct customers to the **Event Status Update** page or their account to check for changes (rescheduling, postponement, cancellation) and refund eligibility ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9787445929489-Where-can-I-find-the-status-of-my-event-and-tickets?utm_source=openai)). - Notifications are also emailed if the event organizer changes status ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9787445929489-Where-can-I-find-the-status-of-my-event-and-tickets?utm_source=openai)). 7. Handling Lost, Stolen, or Damaged Tickets - If tickets are lost, stolen, damaged, or destroyed, agents should escalate to Fan Support. Customers should have order numbers or the card used for purchase readily available ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9756304477585-What-should-I-do-if-my-tickets-were-lost-stolen-or-damaged?utm_source=openai)). - For print-at-home tickets, customers can reprint directly from the confirmation email or their Ticketmaster account ([help.ticketmaster.com](https://help.ticketmaster.com/hc/en-us/articles/9756304477585-What-should-I-do-if-my-tickets-were-lost-stolen-or-damaged?utm_source=openai)). Conclusion This guide equips customer service agents with the essential steps and knowledge to assist customers effectively when managing their tickets in the Ticketmaster system. Whether customers need help finding their tickets, accessing partner purchases, transferring tickets, resolving delivery issues, or retrieving receipts, this guide ensures clarity and consistency across support interactions. Agents are encouraged to reference these steps during conversations and verify status via the customer’s Ticketmaster account as needed.