We’ve changed how attendees access their tickets to enhance the platform experience for you and your guests.
Moving forward, attendees will no longer receive PDF tickets via their order confirmation and reminder emails. Instead, they are directed to access their tickets through Eventbrite.com.au or the Eventbrite mobile app, where options such as ‘Add to Apple Wallet’ and saving tickets as images are available.
To help attendees navigate this change, we’ve introduced improvements to the online experience that make it easier for them to find their tickets.
What are the benefits of using the Eventbrite app for ticketing?
Convenience for attendees
- iOS device users have the added benefit of adding their ticket to their Apple Wallet. iOS and Android users can save tickets as an image directly from the app so they can access their tickets at the door without an internet connection.
- Accessing tickets on the Eventbrite app is also more convenient because attendees won’t have to sift through their inboxes to locate the correct email with their PDF ticket(s).
Security
- Attendees don’t need to worry about lost or stolen physical tickets because their ticket is stored securely within their account and on their mobile device.
Efficiency
- Helping attendees access their tickets faster means shorter entry lines and smoother operations at the door.
More attendee engagement
- We’ve found that when more attendees use our app, organisers notice a boost in engagement and satisfaction at their events. Plus, they sell more tickets! We’re confident that by increasing app usage among consumers, we’ll help organisers like you reach more people and ultimately increase your event’s success and earnings.
Consumers are highly satisfied with the app
- The Eventbrite app is one of the highest-rated consumer apps for iOS (4.9 average rating) and Android (4.4 average rating). Consumers appreciate the ease of managing and accessing tickets for upcoming events.
How does this update change the way attendees can access their tickets?
We will remove the ticket PDF from the order confirmation and reminder emails. Instead, attendees will be linked to the “My Tickets” section on Eventbrite.com.au or on the app, if they have it downloaded on their mobile device.
Buyers will also be able to access their tickets from the updated Eventbrite.com navigation bar. Starting in August, you will see a “Find my tickets” link in the navigation, where buyers can access their tickets by using the email they purchased their tickets with.
Can my account be excluded from this experience?
No, you will not be able to opt out of this experience.
What should I do if a buyer can’t locate their ticket?
There could be a few reasons why the buyer may not be able to locate their tickets:
- Incorrect email address: They logged into Eventbrite using a different email address than what they used to place the order, or there’s a typo in the email address.
- Email deliverability: The confirmation was sent to their junk/spam folder or was unable to be delivered.
- If the email address is incorrect, you’ll need to update it directly on the order. Check out this article for more information.
What about my attendees who don’t use a smartphone or are unwilling to download the app?
Buyers can still access PDF tickets by logging into Eventbrite.com.au via a web browser and clicking on the tickets icon located on the upper right side of the page next to their user profile icon (on desktop) or by selecting the tickets option from the menu under their user profile (desktop and mobile). They can take a screenshot of the PDF or print it out to be scanned at the door for check-in.
You can always search for your attendees in the check-in list on the Eventbrite Organiser app or computer when you check them in. That way, you don’t have to scan their ticket, but you can still denote that they are in attendance. Please read this Help Centre article for more information on how to check in your attendees manually.
What has Eventbrite done to help attendees find their tickets?
We’ve made it easier for buyers to login to their Eventbrite account to access their tickets.
The improvements we’ve made include clearer instructions that direct buyers to Eventbrite.com to access their tickets from their order confirmation page.
For buyers that don’t have login credentials or have misplaced their credentials, we’ve reduced the number of steps it takes from setting up a new password to accessing their tickets. Buyers will also see a new option on the Eventbrite.com navigation bar to “Find my tickets”, giving them access to their tickets in a few easy steps.
Making it easier for buyers to find their tickets means less customer enquiries for you and a smoother check-in process at the door.
In the coming weeks, we’ll introduce improvements for buyers that can’t access the email they purchased tickets with and redesign our account activation email to enable more buyers to find their tickets.
How can you help your attendees navigate this update?
If you have an upcoming event we recommend including instructions such as ‘download the Eventbrite app’ or ‘create an Eventbrite account’ in your event listing. This will facilitate quicker access to tickets for your attendees.
If you are sending your own reminder emails to attendees before your event, we encourage you to remind them to download the app to access their tickets before your event.
Here is some sample messaging you can use:
Please download the Eventbrite app to ensure seamless entry to the event and manage all your event details in one place.
DOWNLOAD Eventbrite App – for Apple
DOWNLOAD Eventbrite App – for Android
Note: If you do not already have an Eventbrite account, you will need to create an account on the app to be able to access your ticket. Please use the same email address that you used to purchase your tickets.
Where can attendees find their tickets on the Eventbrite app or on Eventbrite.com.au?
You can share this Help Centre article with your attendees if they need help finding their tickets. If your attendee doesn’t already have an Eventbrite account, they will need to create an account on the app to access their ticket. They will need to use the same email address they used to purchase their tickets.
