There are a number of different reasons that a customer reports a payment that has been taken, but they haven't yet received a ticket. We recommend that the following things be checked first:
Check if the ticket is shown in Passenger Cloud
Search for the customer's email address via the Customer Support section in Passenger Cloud, and view their tickets. If the ticket is shown there, then ask the customer to check their app again. It could be that the app hasn't had a good enough internet connection to retrieve the ticket. Or they may be logged out or logged in on a different account.
If a ticket is not shown in the main 'Tickets' section in Passenger Cloud, check the 'Gift codes' section in case the customer has gifted the ticket to another user.
Check if the customer's email address is correct
When logged into the app, the main and settings menus show the email address that is currently logged in on the app, if there is one. It's possible to buy a ticket whilst logged into an account, then log out and in to another account.
You can also search for partial email addresses in Passenger Cloud, in case the customer has purchased the ticket under an email with a spelling error.
Contact our Help Desk
If, after following the above steps, you are still unable to find the ticket, please contact our Help Desk at mytriphelp@masabi.com. The team will be able to check if the payment has been recorded by Stripe.
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