Skip to main content

Tickets or emails not arriving

When a buyer completes a purchase, TimbaTicket sends a confirmation email with their tickets and QR code automatically. If the buyer says they did not receive it, here is how to diagnose the issue.

Step 1: Check the spam folder​

This is the most common cause. Ask the buyer to check their spam, junk, or promotions folder for an email from tickets@timbaticket.com.

tip

Tell the buyer to add tickets@timbaticket.com to their contacts or safe sender list to prevent future emails from going to spam.

Step 2: Verify the email address​

Go to the order details (Sales tab → Orders → click the order) and check the email address on the order.

  • Is the email address correct? If there is a typo, the email went to the wrong address. You can update the email and resend.
  • Is the email address incomplete? Check for missing characters or domains.

Step 3: Resend the confirmation​

From the order details, click Resend to send the confirmation email again. This sends a fresh copy to the email address on the order.

Step 4: Update the email (if wrong)​

If the email address on the order is incorrect:

  1. Click Edit next to the email address
  2. Enter the correct email address
  3. Save the change
  4. Click Resend to send the confirmation to the correct address

How long should the email take?​

Confirmation emails are sent immediately after a successful purchase. They typically arrive within 1–2 minutes. If it has been more than 10 minutes and the buyer has checked spam, there may be a delivery issue.

The buyer wants a refund because they did not get their tickets​

Before issuing a refund, try:

  1. Verify the email address is correct
  2. Resend the confirmation
  3. If the email still does not arrive, update the email and resend

Most issues are resolved by correcting a typo or resending. Only issue a refund if the buyer genuinely cannot receive their tickets.

If the issue persists​

If multiple buyers report missing emails, or if the email address is correct and resend does not work:

  1. Check your Square Dashboard to confirm the payment was processed (the email only sends after successful payment)
  2. Contact support@timbaticket.com with the order reference number
Was this article helpful?