Troubleshooting Your Online Ticket Purchase
Having problems completing your online ticket order? Here are some helpful hints to get you going again.
What is TixHub?
TixHub is a Canadian company offering ticketing software and services to theatres and other entertainment organizations. When you are buying tickets online you are actually on the TixHub site though it is made to look similar to our own website. Shuswap Theatre pays TixHub a fee for each ticket sold.
I don’t know if I have an account.
If you have bought Shuswap Theatre tickets online before under your own name (in the past three years) you will have an account. Your User ID will be your email address and you will have created a password. If you bought tickets downtown or at the theatre itself you may or may not have an account. When we are busy we sell tickets anonymously because it’s much faster and in that case you won’t have an account. If you are subscribed to The Prompter, our e-newsletter, then you will have an account but you may not have ever known your password.
I don’t know my password.
No problem. When you are prompted to log in, just click on the link “I don’t know my password” (see below). You will prompted to enter your email address and, if TixHub recognizes it, they will send you an email with a link to reset your password.
TixHub won’t accept my email address.
If TixHub can’t find your email address in their system, then you will need to click the “Sign-up now” button (see above). Then complete the form that appears. Note that fields with an * are required. The rest is optional though it can be helpful for us to have that information in case we have to solve a problem with your purchase. We hope you will click the button marked “Keep me up to date about news and upcoming events” so that you won’t miss any of our exciting events. But, of course, it’s up to you. It’s easy to unsubscribe if you change your mind.
I put some seats in my shopping cart and now I can’t get them back.
This usually happens when you run into a problem logging in and then you find that your chosen tickets are no longer available. While there is a slight chance that someone snapped them up when you weren’t looking, it is much more likely that the system is still holding them for you. If you are logged in, click on the View Shopping Cart button in the sidebar on the left (see below). Your tickets should be there.
When you put tickets in your cart and don’t complete your purchase, the system holds them for you for 25 minutes before releasing them. So, if you can’t seem to get them back, just wait a half hour and try again. They will almost certainly be available. Or, if you would be happy with different seats, then put those new seats in your cart. When you go to Check out you will see whether your original tickets are still there. If so, just remove the ones you don’t want before checking out.
The system won’t accept my credit card.
There’s not a lot we can do about that. Try re-entering your number and other information. If you have a second card, then try that one. It usually turns out that there is some good reason why it’s not being accepted. You may have to call your credit card company to see if there is an issue. If necessary you may have to drop into our downtown ticket agent, Wild Craft Mercantile, in the old Blue Canoe building and pay in cash or with a cheque. If it is not realistic to do that (due to geography or disability, for example) you may call or email our Ticketing Manager, Kim MacMillan at (250) 832-4094 at home. Like all our people, he is a volunteer, and you may have to leave a voice mail message.
Log in Before You Start
The process seems to go best if you click the Login button at the top right of your screen before you go looking for tickets. That reduces your chances of losing track of your tickets if the login doesn’t go smoothly. However, you can do it at the beginning or just before checkout. You will receive a prompt to log in before you check out.
Choose Email as Your Method of Delivery and Print Your Tickets at Home
While you are free to choose Pick up at Door, it saves time on show night if you have your tickets already printed and don’t have to line up to collect them. When you get your email confirmation, your tickets will be attached to that email. Alternatively, there is a small Printer icon in the email that you can click to download them again. You can print them on paper or bring them on your phone. Your purchase confirmation is not your ticket. Each ticket has it’s own QR Code that the Box Office volunteers will scan when you enter the theatre.