Buyer support
Email support@ticketiv.app for help with payments, missing ticket delivery, or entry disputes. Include your order number when you have it.
Response promise
Buyer support replies within one business day.
Event-day access issues are triaged first while doors are active.
Refund and payment investigations stay open until the gateway, organiser, or Ticketiv resolves the case.
What to send
Payment debited, no ticket
Support checks the order, payment reference, and gateway status before issuing tickets or escalating a refund follow-up.
- Order number
- Buyer email
- Payment reference
- Amount debited
Ticket email missing
Support confirms the buyer email, checks delivery records, and helps recover the tickets from the buyer account.
- Order number
- Buyer email
- Event name
Duplicate scan dispute
Gate staff record the scan time and device, then support reviews ticket status before escalating to event operations.
- Ticket code
- Gate or scanner lane
- Arrival time
Automation note
Kaya or n8n can be added as first-line triage once support volume warrants it. The first automation should collect the required details above, tag the issue type, and escalate urgent event-day access cases to a human.
Looking for general FAQs? Open the help centre.