TicketOS Frequently Asked Questions & Troubleshooting Guide

Getting Started & Logging InHow do I get access to TicketOS?

Your organization must grant you access before you can use TicketOS.

Depending on how your company is configured, you may log in using:

Single Sign-On (SSO)
A TicketOS username and password

If you do not have access or are unsure which login method your organization uses, contact your organization's Ticket Administrator.

Related article: Logging In for the First Time

I received a TicketOS invitation. What should I do?

If your organization uses a username and password, your invitation email will contain a link to activate your account and create a password.

Open the invitation, follow the activation link, create your password, and then return to the TicketOS login page.

If you cannot find the invitation:

Check your spam or junk folder.
Confirm you are checking the correct email account.
Search your inbox for "TicketOS."
Contact your Ticket Administrator if you still cannot locate the invitation.

Related article: Logging In for the First Time

I use SSO. Do I need a TicketOS password?

Usually, no.

Organizations using Single Sign-On authenticate users through their own identity provider. Select the SSO login option and sign in using your organization's credentials.

If SSO does not work, contact your organization's IT team or Ticket Administrator to confirm that your TicketOS access has been provisioned.

Related article: Logging In for the First Time

My username and password are correct, but TicketOS says my credentials are incorrect.

If you use a manual username and password login, verify all three login fields:

Username
Password
Corporation

The Corporation field requires your organization's unique Corporation Code.

Your username and password may be correct, but you will still be unable to log in if the Corporation Code is missing or incorrect.

Resetting your password does not reset or change your Corporation Code.

If you do not know your Corporation Code or are unsure whether it is correct, contact your organization's Ticket Administrator.

Related article: Logging In for the First Time

I forgot my password. What should I do?

Use the Forgot Password? option on the TicketOS login page and follow the instructions sent to your email address.

If you successfully reset your password but still cannot log in, verify that you are also using:

The correct username
The correct Corporation Code

Repeated password resets will not resolve an incorrect Corporation Code.

Related article: Logging In for the First Time

I never received my activation or password reset email.

First:

Check your spam or junk folder.
Confirm you are checking the email account associated with TicketOS.
Search your inbox for TicketOS.
Allow time for the email to arrive.

If the message still cannot be located, contact your Ticket Administrator.

Finding & Requesting TicketsWhat types of tickets can I find in TicketOS?

The options available to you depend on your organization's inventory and TicketOS configuration.

You may see:

Allocated Tickets
Company tickets specifically assigned to you.

Public Tickets
Company tickets available for eligible employees to request.

Waitlist Tickets
Limited company inventory that multiple employees may request.

Special Requests
Requests for tickets that are not currently available through company inventory.

TOS Marketplace Tickets
Tickets available for purchase through the TicketOS Marketplace.

Not every organization uses every ticket option.

Related article: Understanding Your Ticket Options in TicketOS

What are Allocated Tickets?

Allocated Tickets are company tickets that have been assigned specifically to you.

Being allocated tickets does not necessarily mean your order is complete.

You may still need to complete required information such as:

Guest information
Usage information
Delivery information
Other organization-required fields

Allocated tickets that require action commonly appear under My Orders with an Incomplete status.

Related articles:

Understanding Allocated Tickets in TicketOS

How to Order Company Tickets Assigned to You

What are Public Tickets?

Public Tickets are company-owned tickets made available to eligible employees.

These tickets are generally available to request based on your organization's rules and inventory availability.

Your organization may also require approval before a request can move forward.

Related article: Requesting Public or Waitlist Tickets

What is a Waitlist?

A Waitlist allows multiple employees to request the same limited company ticket inventory.

Submitting a Waitlist request does not guarantee that you will receive tickets.

Requests remain pending until the appropriate person reviews them.

Depending on available inventory, a request may ultimately be:

Approved
Denied
Fulfilled using substitute tickets when applicable

Waitlist inventory should not be treated as first-come, first-served inventory.

Related articles:

How the Waitlist Works in TicketOS

Requesting Public or Waitlist Tickets

Why can multiple people request the same Waitlist tickets?

Waitlist inventory is intentionally designed to accept multiple requests.

Rather than immediately awarding tickets to the first person who submits a request, TicketOS collects requests so the appropriate approver can determine how limited inventory should be distributed.

Submitting the request places you into the review process. It does not reserve the tickets.

Related article: How the Waitlist Works in TicketOS

Can I request more tickets than my limit?

Your organization may set a limit on the number of Company tickets you can request for a specific event.

You cannot exceed that limit within a standard Company ticket request.

Depending on availability and your organization's settings, other options may include:

Submitting a Waitlist request
Purchasing tickets through the TOS Marketplace
Submitting a Special Request

Related article: Can I Request More Tickets Than My Limit?

What is a Special Request?

A Special Request may be available when:

Your organization does not have company inventory for an event.
Existing company inventory does not meet your needs.
Marketplace options do not meet your needs.
You are looking for an event that is not currently available.

You may be asked to provide:

Ticket quantity
Preferred seating
General instructions
Total budget
Guest information
Business justification
Other company-required information

Seat preferences are requests only and are not guaranteed.

Related article: Submitting a Special Ticket Request

Is the budget on a Special Request per ticket?

The Total Budget should represent the total amount available for the complete request unless your organization provides different instructions.

Review the amount carefully before submitting the request.

Related article: Submitting a Special Ticket Request

What happens after I submit a Special Request?

The request will appear under My Orders.

Depending on your organization's configuration, it may require approval before tickets can be sourced.

You can return to My Orders to monitor the request as it moves through the process.

Related articles:

Submitting a Special Ticket Request

How to Check the Status of Your Order in TicketOS

What is the TOS Marketplace?

The TOS Marketplace provides ticket options outside your organization's company-owned inventory.

Depending on your organization's configuration, Marketplace tickets may be available when company inventory is unavailable or does not meet your needs.

Marketplace tickets:

Are separate from Company inventory
May include service fees
May require approval
Remain subject to availability

Completing an OrderI was assigned tickets. Why haven't I received them yet?

Being assigned or allocated tickets does not always mean the order has been completed.

Go to:

Orders > My Orders

Look for an order with an Incomplete status.

Open the order and complete any required information.

Depending on your organization's configuration, this may include:

Guest Information
Usage Category
Additional company-required fields
Delivery Information
Shipment Information

After reviewing the information, submit or place the order.

Related articles:

How to Order Company Tickets Assigned to You

How To Complete Your Order

Where do I find tickets that were assigned to me?

Go to:

Orders > My Orders

Review your Open Orders and look for the applicable event.

An allocated order that still requires action may appear as Incomplete.

Related article: How to Order Company Tickets Assigned to You

Why is the Continue button disabled while I am completing an order?

A required step is usually incomplete.

Review the order and make sure:

Every required ticket has a guest assigned.
Required guest information has been entered.
Required company fields have been completed.
Delivery information has been entered.
Any required shipment has been created.
All required information on the current step is complete.

If TicketOS still does not allow you to continue, review each previous step for missing required information.

Related article: How To Complete Your Order

What is a Usage Category?

A Usage Category describes how the tickets will be used.

Available categories are determined by your organization.

Select the option that most accurately reflects the business purpose or intended use of the tickets.

Guests & ContactsDo I need to enter a guest for every ticket?

TicketOS may require guest information so your organization can track who is expected to use each ticket.

The exact guest requirements depend on your organization's configuration.

When guest information is required, make sure the appropriate attendee is assigned before submitting or completing the order.

What guest types can I use?

Depending on your organization's setup, available guest types may include:

Myself
Use when you personally will be attending the event.

Employee
Use for another employee within your organization.

Contact
Use for an external attendee such as a client, prospect, business partner, or personal guest.

System Profile
May be used when you do not yet know the final attendee information and your organization allows placeholders.

What is a Contact?

A Contact is generally an external guest who is not an employee in your organization's TicketOS account.

Examples may include:

Clients
Prospects
Business partners
Personal guests

Contacts can be created and reused for future requests.

Related article: Create and Manage Contacts

How do I add a new guest who is not already in TicketOS?

During the Guest Information step:

Search for the guest.
If the person does not appear, choose the option to create a new Contact.
Enter the required information.
Save the Contact.
Add the Contact to your Guest List.

Related article: Create and Manage Contacts

What is a Private Contact?

When creating a Contact, you may have the option to mark the Contact as private.

A Private Contact is available only for you to use.

A Contact that is not private may be searchable by other employees in your organization, depending on your organization's configuration.

Related article: Create and Manage Contacts

Why can't I edit an existing Contact?

Some Contacts may be read-only based on how they were created or who created them.

A shared Contact can sometimes be visible to multiple employees while editing permissions remain limited.

If information is incorrect and you cannot update it, contact your Ticket Administrator.

Related article: Create and Manage Contacts

What does Pending Guest List mean?

Pending Guest List means your request was approved, but the approved ticket quantity does not match the Guest List currently attached to the order.

For example, you may have requested four tickets but only been approved for two.

Before the order can move forward:

Open the order from My Orders.
Select Complete Order.
Review the approved quantity.
Update the Guest List so the number of guests matches the number of approved tickets.
Submit the updated information.

The order will not be complete until the Guest List matches the approved quantity.

Related article: Understanding the Pending Guest List Status

Order Status & TrackingWhere can I check my order status?

Go to:

Orders > My Orders

Review both:

Open Orders
Completed Orders

If you do not see an order in Open Orders, check Completed Orders.

An order may move out of your Open Orders queue when there are no outstanding actions for you to complete.

How can I see what has happened to my order?

Open the applicable order and locate the current status.

Select the blue clock icon next to the status to open the Order History.

The Order History shows status changes throughout the lifecycle of the request.

Can I see who needs to approve my request?

If an order is awaiting approval, the Order History may identify the person responsible for approving the request.

Open the order and select the blue clock icon next to the status.

What does Pending Approval mean?

The order has been submitted but is waiting for approval before it can continue through the fulfillment process.

What does Pending Waitlist Approval mean?

Your Waitlist request has been submitted and is awaiting review.

The tickets are not guaranteed while the request is pending.

Related articles:

Ticket Status Glossary (Order & Inventory Statuses)

How the Waitlist Works in TicketOS

What does Confirmed mean?

The request has been approved and is moving forward through the fulfillment process.

Confirmed does not necessarily mean your tickets have already been delivered.

Check the delivery or shipment information separately to determine whether the tickets have actually been sent.

What does Not Processed mean?

The order has been completed, but the tickets have not yet been sent.

What does Waiting for Tickets mean?

The tickets have been requested, but they have not yet been received from the venue or ticket provider.

What does Delivered mean?

The tickets have been sent to the recipient.

For mobile tickets, you may still need to accept a transfer or sign in to the appropriate external ticketing provider before you can view the actual mobile ticket.

Related articles:

Ticket Status Glossary (Order & Inventory Statuses)

Find Your Mobile Tickets

What does Will Call mean?

The tickets must be picked up at the venue or designated box office rather than delivered electronically or shipped.

What does Unable to Deliver mean?

Ticket delivery could not be completed.

Review the delivery information associated with the order and contact your Ticket Administrator if assistance is required.

ApprovalsWhy does my request require approval?

Approval requirements are determined by your organization.

Requests may require approval based on your organization's policies, ticket type, event, cost, usage, or other internal rules.

How will I know whether my request was approved?

Your order status will update in TicketOS.

You may also receive a notification depending on your organization's configuration.

You can always check the latest status by going to:

Orders > My Orders

I'm a manager. Where do I approve employee requests?

Go to:

Orders > Employee Orders

The Employee Orders page displays requests waiting for your review.

You can:

Approve or deny an order directly from the list.
Open the order first to review the event details, ticket quantity, guest information, and other order information.

Once you approve or deny the request:

The order status changes to Closed.
The employee receives a notification informing them of the decision.

I don't see an employee's request anymore.

The request may have already been reviewed or closed.

If multiple users have authority to act on a request, another authorized approver may already have processed it.

I approved or denied the wrong request. What should I do?

Contact your organization's Ticket Administrator as soon as possible.

Once an approval decision has been completed, additional changes may require administrative assistance.

Editing, Canceling & Changing OrdersCan I edit a ticket request after submitting it?

Sometimes.

For Company ticket orders, editing may be available depending on:

Order status
Delivery status
Order type
Your organization's configuration

Pending Approval, Pending Waitlist Approval, and Incomplete orders may allow changes to certain information.

Approved or Confirmed orders may have more limited editing options.

Related article: How to Edit a Ticket Request in TicketOS

Why don't I see the Edit Order button?

The order may no longer be eligible for self-service editing.

Common reasons include:

Tickets have already been processed.
Tickets have already been delivered.
The order type does not support editing.
Your organization does not allow the requested change.
The current status does not allow editing.

If the Edit Order option is unavailable and a change is necessary, contact your Ticket Administrator.

Related article: How to Edit a Ticket Request in TicketOS

I changed the guest on my order. Why did my delivery information disappear?

When guest information changes, you may need to review or re-enter Delivery Information.

This helps prevent tickets from being sent using delivery information associated with the previous guest.

Before submitting the updated order, verify the delivery information carefully.

Related article: How to Edit a Ticket Request in TicketOS

Can I add more seats to an existing order?

Additional seats cannot simply be added to an already submitted order.

Depending on the status of your existing request, you may need to:

If the request is still pending:
Cancel the request and submit a new request for the total quantity you need.

If you want to keep the existing request:
Submit a separate request for the additional seats.

Each request is evaluated separately, and additional inventory is not guaranteed.

Related article: Can I Add More Seats to an Order?

Can I cancel a request?

If a request is still pending, you may be able to cancel it yourself.

Go to:

Orders > My Orders > Open Orders

Open the applicable request and select Cancel Order if the option is available.

Once a request has been approved or processed, the self-service cancellation option may no longer be available.

Related article: Canceling a Pending Request

I no longer need tickets that were allocated to me. What should I do?

If an allocated order is still Incomplete, you may be able to reassign it to another eligible employee.

Open the order from My Orders and select Re-Assign.

Once the reassignment is completed, responsibility for completing the order moves to the new user.

Related article: Re-Assigning Tickets to Another User

Delivery InformationCan I have tickets delivered to a different email address?

During the request or order process, you may have the option to add another email address for ticket delivery.

Selecting a different delivery email does not necessarily change the default email associated with your TicketOS account.

Always verify the selected delivery email before placing the order.

When will I receive my tickets?

Delivery timing varies by event.

Tickets may be sent closer to the event because of:

Venue release schedules
Promoter restrictions
Your organization's delivery policy
Approval requirements
Order completion requirements

In some cases, tickets may not be released until shortly before the event.

Related article: What to Do If You Have Not Received Your Tickets

I haven't received my tickets. What should I check first?

Go to:

Orders > My Orders

Open the applicable order and review the delivery or shipment status.

If the status indicates that delivery is still pending, the tickets may simply not have been sent yet.

Also confirm that:

The order is complete.
Required approvals have been completed.
Your Guest List is complete.
No additional action is required from you.

If your event is within 48 hours and you still have not received the tickets, contact your Ticket Administrator.

Related article: What to Do If You Have Not Received Your Tickets

How can I tell whether my tickets were sent?

Open your order from My Orders and review the Delivery Information.

Look for the Delivery Status and Delivery Date.

Statuses such as Delivered or Transfer Sent indicate that the tickets have already been sent.

Also verify the email address listed under Delivers To.

Related article: Checking Whether Your Tickets Have Been Sent

My tickets were sent to the wrong email address. What should I do?

First, check the Shipment or Delivery Status.

If the tickets have not been sent yet

You may be able to update the delivery email address directly in the order.

If the tickets have already been sent

The next step depends on whether the incorrect email address is accessible.

If you can access that email account, you may be able to retrieve the tickets and transfer them to the correct recipient.

If the tickets were sent to an invalid or inaccessible email address, contact your Ticket Administrator. The transfer may need to be recalled or reissued if the ticket provider allows it.

Mobile TicketsWhere are my mobile tickets?

TicketOS manages your order, but the actual mobile ticket may be displayed through an external ticketing platform.

Common providers include:

Ticketmaster
AXS
MLB Ballpark
SeatGeek
FIFA World Cup 2026 Mobile Tickets App for applicable FIFA World Cup events

Check the delivery or transfer information to determine which provider is being used.

Related article: Find Your Mobile Tickets

My order says Delivered, but I don't see a ticket in TicketOS.

A Delivered status can mean your ticket was sent or transferred through an external ticketing provider.

The mobile barcode may not appear directly inside TicketOS.

Check:

The email address used for delivery.
Your inbox and spam folder for a transfer message.
Which ticket provider is being used.
The corresponding provider's app or website.
Whether a transfer still needs to be accepted.

Related articles:

Find Your Mobile Tickets

Checking Whether Your Tickets Have Been Sent

I signed in to Ticketmaster, AXS, MLB Ballpark, or SeatGeek, but my tickets are missing.

A common issue is signing in to a different account from the one associated with the ticket transfer.

Verify that the account you are using matches the email address—or phone number where applicable—to which the tickets were delivered.

If you use multiple personal or work accounts, sign out and try the other account that may be associated with the transfer.

Related articles:

Find Your Mobile Tickets

Find AXS Tickets That Are Missing

Find MLB Ballpark Tickets That Are Missing

Find SeatGeek Tickets That Are Missing

Do I need to accept a mobile ticket transfer?

Depending on the ticket provider, yes.

For example, Ticketmaster transfers may need to be accepted before the ticket appears in your account.

Check your email for the transfer notification and follow the provider's instructions.

I can't find my Ticketmaster transfer email. Are my tickets lost?

Not necessarily.

You may still be able to locate and accept a pending transfer directly through the appropriate Ticketmaster Account Manager.

Manage Tickets
My Tickets
My Events

A pending transfer may appear there even if the original email cannot be located.

I clicked Accept on a Ticketmaster transfer, but the ticket still isn't showing.

Check which Ticketmaster account was already signed into your browser when you accepted the transfer.

If a different account was active, the tickets may have been associated with that account.

Try:

Sign out of your current account.
Sign in using the email address where the transfer was originally sent.
Check your tickets.
If they are still not visible, repeat the process using other email addresses you may have previously used.

Can I use a screenshot of my mobile ticket?

Do not rely on screenshots.

Many mobile ticketing platforms use secure or rotating barcodes, and screenshots may not be accepted for venue entry.

Access the live ticket using the designated ticket provider's app, website, or mobile wallet whenever possible.

Related article: Find Your Mobile Tickets

Can I add my tickets to Apple Wallet or Google Wallet?

Many ticket providers support mobile wallet access, although availability depends on the provider and ticket.

First access the ticket through the correct ticketing platform.

If an Add to Wallet option is available, follow the prompts provided by the ticketing platform.

How do I access FIFA World Cup 2026 tickets?

FIFA World Cup 2026 tickets are accessed and managed through the FIFA World Cup 2026 Mobile Tickets App.

Use the same email address where your tickets were delivered when setting up or accessing your account.

The app is used to:

View tickets
Review match details
Access seating information
Transfer tickets
Receive transferred tickets
Present tickets for stadium entry

What should I do before leaving for the event?

Before heading to the venue:

Confirm that you can sign in to the correct ticket provider.
Confirm the event appears in your account.
Accept any outstanding ticket transfers.
Open the ticket and verify that it is accessible.
Add the ticket to your mobile wallet when available.
Make sure your phone is charged.
Confirm the event date, time, venue, and entry information.

Do not wait until you are standing at the venue entrance to access your tickets for the first time.

Related article: Find Your Mobile Tickets

Quick Troubleshooting GuideI can't log in to TicketOS.

Manual Username and Password Login

Check:

Is your username correct?
Is your password correct?
Are you using the correct Corporation Code?
Have you activated your account?
Is Caps Lock enabled?
Is your browser autofilling old information?

Remember: your Corporation Code is separate from your username and password.

If you reset your password successfully but still cannot log in, verify the Corporation Code before resetting the password again.

SSO Login

Check:

Are you using your organization's normal credentials?
Has TicketOS access been provisioned for you?
Are you using the correct SSO option?
Does your organization require you to connect through a specific network or identity system?

Related article: Logging In for the First Time

I can log in, but I don't see any tickets.

Possible explanations include:

No inventory is currently available to you.
Tickets have not been allocated to you.
The event has not been loaded.
Your organization restricts access to certain inventory.
The event is available through Waitlist instead of Public inventory.
Tickets may need to be sourced through Marketplace or Special Request.

Search for the event and review the ticket options available to your account.

Related article: Understanding Your Ticket Options in TicketOS

I can't find an order I submitted.

Go to My Orders and check both:

Open Orders
Completed Orders

If there is no outstanding action required from you, the order may appear in Completed Orders.

My order is stuck in Pending Approval.

Open the order and review the Order History.

The Order History can show where the request is in the approval process and may identify the person responsible for the next approval.

If the request has remained pending longer than expected, contact the appropriate approver or your Ticket Administrator.

My order is Approved or Confirmed, but I still don't have tickets.

Approval and delivery are separate steps.

An approved order can still be waiting for fulfillment.

Check the Delivery or Shipment Status.

The tickets may still be:

Not Processed
Waiting for Tickets
Scheduled for later delivery
Pending release from the venue or provider

Related articles:

What to Do If You Have Not Received Your Tickets

Ticket Status Glossary (Order & Inventory Statuses)

My order says Pending Guest List.

Your approved quantity and Guest List do not match.

Open the order, select Complete Order, and update the Guest List so the number of attendees matches the number of approved tickets.

Related article: Understanding the Pending Guest List Status

My tickets were delivered, but I can't find them.

Work through these checks in order:

Open the order in TicketOS.
Confirm the Delivery Status.
Confirm the email address listed under Delivers To.
Identify which ticket provider is being used.
Search your inbox and spam folder for a transfer message.
Sign directly into the provider's app or website.
Make sure you are using the same email address where the tickets were sent.
Check whether the transfer still needs to be accepted.
If you have multiple email addresses, check the other accounts you use.

If the event is approaching and the tickets still cannot be located, contact your Ticket Administrator.

Related articles:

Checking Whether Your Tickets Have Been Sent

Find Your Mobile Tickets

The ticket is in my mobile account, but there is no barcode yet.

Some ticket providers do not activate mobile tickets or barcodes until closer to the event.

If the event and ticket are visible in your account but the ticket indicates that it is not yet available for entry, continue checking the official ticket provider as the event approaches.

I entered the wrong guest.

Open the order and check whether Edit Order is available.

Whether you can change the guest depends on:

Order status
Delivery status
Order type
Your organization's configuration

If the tickets have already been processed or delivered, contact your Ticket Administrator.

Related article: How to Edit a Ticket Request in TicketOS

I entered the wrong delivery email.

If the tickets have not yet been sent, you may be able to update the Delivery Information.

If the tickets have already been sent, the next steps depend on whether the incorrect email account is accessible.

I need more tickets than I originally requested.

Additional seats cannot simply be added to an already submitted order.

Depending on the status of the existing request, submit an additional request or cancel the pending request and create a new request for the complete quantity.

Related article: Can I Add More Seats to an Order?

I no longer need my pending request.

Open the request from My Orders and use Cancel Order if the request is still eligible for cancellation.

Related article: Canceling a Pending Request

I no longer need tickets that were allocated to me.

If the allocated order remains Incomplete, you may be able to reassign it to another eligible user.

Related article: Re-Assigning Tickets to Another User

Managers & AdministratorsWhat TicketOS roles are available?

Administrative access in TicketOS is role-based.

Common roles include:

Manager
Used primarily to approve or deny requests for employees they manage.

Ticket Manager
Used for ticket assignment and other ticket-management responsibilities.

Inventory Manager
Used for inventory management and fulfillment responsibilities.

Super User
Provides broad administrative access, including employee management.

Organizations may assign multiple roles when appropriate.

Who can manage employee access?

Users with the appropriate administrative permissions can manage employee access.

Depending on your role, administrative functions may include:

Inviting employees
Editing employee information
Assigning roles
Configuring managers
Managing user access

What is Proxy Access?

Proxy Access allows an authorized employee to act on behalf of another user in TicketOS.

Depending on the access provided, a proxy may be able to:

Place orders
Manage requests
Complete actions
Perform approvals

Always verify which user you are acting as before making changes.

Related article: Assign a Proxy and Log In as Another Employee

How do I know if I'm currently acting as another user?

When using Proxy Access, TicketOS indicates that you are acting as another employee.

Before submitting a request, approving an order, or making changes, verify the user you are currently acting as.

When finished, switch back to your own account.

Related article: Assign a Proxy and Log In as Another Employee

Inventory & FulfillmentWho can load or fulfill tickets?

Access to inventory and fulfillment functions depends on your assigned TicketOS role and your organization's configuration.

If you believe you should have access to an inventory function but do not see it, contact your Ticket Administrator.

Where do I fulfill ticket orders?

Authorized users can go to:

Inventory > Fulfill Orders

Locate the applicable order, confirm that the tickets have actually been delivered through the appropriate method, and then mark the order Delivered.

Do not mark an order Delivered before fulfillment has actually occurred.

Related article: How to Fulfill Ticket Orders

What is Backfill?

Backfill can be used to associate unused ticket inventory with the employees or guests who actually used the tickets after the fact.

This helps organizations maintain accurate usage and attendance information.

Related article: How to Backfill Unused Tickets

What is Smart Load?

Smart Load helps authorized inventory users identify and prepare ticket inventory for events.

Users can review identified ticket blocks, update applicable details, assign inventory, or ignore ticket blocks that should not be loaded.

Related article: Using Smart Load

Common TicketOS Statuses at a Glance

Available
Tickets are available for eligible users to request.

Allocated
Tickets have been assigned directly to a specific user but have not yet been ordered or shipped.

Not Yet Assigned
Tickets have been distributed to a manager but have not yet been allocated to an individual user.

Incomplete
Additional information or action is required before the order is complete.

Pending Approval
The order has been submitted but is waiting for approval before it can be fulfilled.

Pending Waitlist Approval
A Waitlist request has been submitted and is waiting for review.

Pending Guest List
The approved ticket quantity and Guest List need to be reconciled before the order can continue.

Confirmed
The order has been approved and is moving forward in the fulfillment process.

Not Processed
The order is complete, but the tickets have not yet been sent.

Waiting for Tickets
Tickets have been requested but have not yet been received from the venue.

Delivered
Tickets have been sent to the recipient.

Will Call
Tickets must be picked up at the venue or designated box office.

Unable to Deliver
Ticket delivery could not be completed.

When Should I Contact My Ticket Administrator?

Your organization's Ticket Administrator is generally the best contact when:

You do not know your Corporation Code.
Your account has not been provisioned.
You cannot access TicketOS after verifying your login information.
You need an invitation resent.
You believe your permissions or role are incorrect.
An approved order needs to be canceled or changed and self-service options are unavailable.
Tickets were sent to an inaccessible or invalid email address.
An event is within 48 hours and expected tickets have not been received.
You believe an approval was completed incorrectly.
You need help understanding company-specific ticket policies.
You need assistance with eligibility or request limits.
An order requires an administrative change that is not available from your account.

When contacting your Ticket Administrator, provide as much information as possible:

Event name
Event date
Order number, if available
Current order status
Delivery or Shipment Status, if applicable
A description of what you expected to happen
A description of what you currently see

Do not send your password or other sensitive login credentials.

Still Need Help?

Before requesting assistance, check the following:

1. My Orders
Review both Open Orders and Completed Orders for the latest status.

How to Check the Status of Your Order in TicketOS

2. Order History
Open the order and select the blue clock icon to review status and approval activity.

How to Check the Status of Your Order in TicketOS

3. Delivery Status
Confirm whether the tickets have actually been sent.

Checking Whether Your Tickets Have Been Sent

4. Delivery Email
Verify that the correct email address was used.

How to Fix Ticket Delivery Sent to the Wrong Email

5. Mobile Ticket Provider
Sign in to the appropriate ticket provider using the email address associated with the ticket transfer.

Find Your Mobile Tickets

6. TicketOS Knowledge Base
Search for the applicable workflow or error before contacting your Ticket Administrator.

Providing your order number, event information, current order status, and delivery status when requesting assistance can help your Ticket Administrator or support team investigate the issue more quickly.