A crew member can't get their ticket

When a crew member can't get their ticket, it almost always comes down to one of a few things. Start by asking which message the crew member sees under My ticket. The message tells you where to look.

When can the ticket be downloaded?

The crew member can get their ticket when all of this is true:

1. Tickets are public for the event.
2. There is a ticket template for the crew member's member type and language.
3. The crew member is not on the waiting list.
4. The crew member has accepted their shifts, or doesn't need to accept any.

Whether the crew member needs to accept shifts depends on their team:

• The team has a schedule: The crew member must have shifts on a published schedule and accept them. This applies as soon as a schedule exists on the team, even if it isn't published yet.
• None of the crew member's teams has a schedule: The ticket doesn't require shifts by itself. This also applies to a crew member who isn't on any team. If the crew member does have published shifts anyway (for example on an event-wide or team group schedule), they must accept them before they can get the ticket.
• Team leaders and team group leaders can get their ticket without shifts. If they do have shifts themselves, they must accept them like everyone else.

What does the crew member see?

The crew member sees under My ticket	What it means
"Tickets are not public and available yet. Check again later."	Tickets are not public, or there is no ticket template for the crew member's member type and language.
The button Go to shifts to accept your shifts	The crew member has shifts waiting to be accepted. The button takes them to My shifts, where they accept them.
"You must be on a team or have shifts to receive a ticket."	The crew member is on the waiting list, has no published shifts, or doesn't meet the shift selection requirements. See the checklist.
Payment has not been made and the button Pay ticket	Payment is missing. See Membership fees.
"Your ticket is not valid: …"	The ticket has been deleted, or the person is blacklisted.
There is no My ticket in the menu at all	The setting that hides tickets is switched on (point 3 in the checklist).

The accept-shifts button takes priority over everything else. If tickets aren't public yet, the crew member first sees the button, and then "Tickets are not public and available yet" once the shifts are accepted.

Check this

1. Are tickets public? Go to Settings > General settings > Tickets and tick Tickets are public and can be download through the portal. If you can't tick it, ticket templates are missing (next point).
2. Is there a ticket template for the member type and language? Go to Tickets > Ticket templates. Under Default templates, every member type needs a valid template with an uploaded template file for each of the event's languages. The crew member's language is the one they picked in the data field System language (if their member type has that field), otherwise the event's primary language.
3. Is "Hide tickets" switched off? Under Tickets in General settings, Hide tickets from the users, but still allow check-in through the scanner. must not be ticked. If it is, nobody can see their ticket, but the scanner still works.
4. Is the crew member on the waiting list? You can see this from the status On waitinglist under Members, or from the action Promote from waiting list being available on the person's profile. Use Promote from waiting list on the profile.
5. Does the crew member have shifts? If the team has a schedule, they need at least one shift on a schedule that is Published. Shifts on an unpublished schedule don't count, and they don't need to be accepted either. See Publish a schedule.
6. Has the crew member accepted their shifts? Under Members, the person has a check mark and the status Accepted shifts. If not, ask the crew member to press I have seen and accept my shifts under My shifts, or accept on their behalf (see below).
7. Does the crew member meet the shift selection requirements? If crew members pick their own shifts, the shifts can only be accepted once the hour and shift grade requirements are met. That includes having picked too many hours. The crew member then sees "You have not yet choosen all your shifts!" at the top of the portal. See Shift acceptance.

Shortcuts for admins

• Tip: Show ticket on the crew member's profile is a preview for you as an admin. The button only appears when points 1, 2 and 4-7 of the checklist are met, so if it's missing, something there is blocking. The button doesn't take payment, blacklisting or the setting that hides tickets (point 3) into account. So the crew member can still see Payment has not been made or "Your ticket is not valid" under My ticket, even though you can open the ticket.
• Accept shifts for member on the crew member's profile accepts all published shifts on their behalf, even if the shift selection requirements aren't met. You undo it with Withdraw acceptance of shifts.
• Log in as on the profile shows you the portal exactly as the crew member sees it. See Log in as another person.

If the profile has many actions, they are grouped under the Actions button.

The ticket in the Crewstack app

If the Crewstack app is switched on for your event, the crew member finds the same ticket on the Ticket tab, where Show QR shows the barcode full size. The app follows exactly the same rules as the portal. If the ticket isn't available, it simply says "Your ticket is not yet available.", whatever the reason. So use the message under My ticket in the portal when you troubleshoot. See The Crewstack app for your crew.