The Customers section gives you access to buyer information and order history. This article covers how to manage customer records, review system confirmation emails and e-tickets, and access attendee data. For a broader overview, see Managing Sales and Orders.

Viewing and Managing Customers

The "Customers" list shows all ticket buyers for your events. You can search by name or email to find a specific buyer and view their complete order history. From a customer's record, you can see all their past purchases, ticket details, and contact information.

Changing the Name on a Ticket

If a ticket buyer needs to transfer their ticket to someone else or correct a name, you can update the customer name on a ticket from the customer or order details. Note that when a new order is placed using an existing email address, the customer name on the account may be overwritten — this is a known behavior to be aware of when multiple people share an email address.

Confirmation Emails and E-Tickets

Buyers receive two automated emails from our system. Both include the buyer's e-tickets behind a View Tickets link, along with the event and order details.

Order Confirmation

• Sent within seconds of checkout
• Subject line: [Your Ticketing Site Name] | Order Confirmation [order_number]
• Includes the credit card statement descriptor (beginning with "EVVNT*") so buyers can match the charge to their order — see Credit Card Statement Descriptor for how to customize it
• For online events, the URL you entered appears in the location section so buyers know where to attend
• Will Call, Print, and Mail deliveries will not include a View Tickets link
• You can resend a confirmation at any time from the order page

Pre-Event Reminder

• Sent automatically exactly 5 days before the event, at the event's start time (e.g., a Friday 8:00 PM event triggers reminders the prior Sunday at 8:00 PM)
• Subject line: [Event Name] is almost here!
• Only sent for orders with tickets that are still valid and redeemable when the reminder triggers
• No setup required — reminders go out on their own

"Need Help?" Section

Both emails include a "Need help?" link pointing to your organization's information page. You can update what appears here under Organization Settings.

Buyers Missing Their Confirmation?

Common causes: spam filters, typos in the email address, or short delivery delays. In most cases, resending the confirmation from the order details solves it. If the email address itself was wrong, update the customer record first, then resend.

Customizing the Confirmation

You can customize both the email confirmation text and the e-ticket design on a per-event basis. See Additional Ticket Features for the design options and image specs.

What Buyers See

The E-Ticket Itself

Each ticket includes a unique QR code, which staff scan with the Mobile Box Office app to check the buyer in. The QR code works whether the ticket is printed on paper or shown on a phone screen — buyers don't need to print to attend.

The ticket displays both the ticket category name and the ticket price level name (so a buyer at "Reserved" with a "VIP Pass" price will see both terms on their ticket). It also shows the event details and any custom design elements you've configured. For custom design options and specs, see Additional Ticket Features.

On Their Bank Statement

After purchase, buyers see the name of the ticketing platform followed by the event name on their bank or credit card statement. This is useful context if a buyer reaches out saying they don't recognize a charge. The statement descriptor can be adjusted when editing an event near the event description.

Managing Their Order

The confirmation email includes a View my tickets link (for E-Ticket and Print delivery methods only) that takes buyers to a page where they can re-download tickets, view order details, and access their order at any time.

Downloading Attendee Data

You can download attendee email addresses and other buyer data from the customer or reporting sections. This is useful for building email lists, tracking attendance, or importing buyer data into external tools like a CRM or email marketing platform.