Tickets reach customers three ways: a download block on the checkout pages, the Order receipt email, which can carry the tickets as attachments, and the per-ticket email that goes out when a customer completes attendee registration. All three depend on a ticket design existing for the event and on the order being fulfilled.
Requirements: The Event Ticketing app installed.
Delivery checklist
Work through these in order. Each links to its full setup.
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Configure a ticket design. Nothing downloads until the event has a PDF or Apple Wallet design — the download button stays disabled without one. See Apple Wallet setup and ticket delivery.
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Add the download block to checkout. Add the list-tickets block to the thank-you page and the order status page in the Shopify checkout editor. See Download tickets checkout extension.
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Set the fulfillment preference. Tickets are issued when the order is fulfilled. By default, tickets issue as soon as the order is created. See “When tickets are issued” below.
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Turn on ticket attachments in the Order receipt email (optional). To email tickets as attachments instead of relying on customers visiting their order page. Turn on the toggle on the Order receipt row in Settings → System emails. Requires the Advanced plan or higher. See Order receipt email.
When tickets are issued
Tickets are issued when an order is fulfilled. In the Event Ticketing app, Settings → Store → Order fulfillment controls fulfillment:
- Default — defers to your Shopify setting under Settings → Checkout → Order processing → Fulfillment. If that does not auto-fulfill, tickets stay pending until you fulfill the order manually.
- Auto fulfill upon order creation — tickets are issued as soon as the order is created.
- Auto fulfill upon order paid — tickets are issued once the order is paid.
Out of the box, tickets are issued on order creation. If tickets stay pending, check this setting first.
Related articles
- Download tickets checkout extension.
- Order receipt email.
- Apple Wallet setup and ticket delivery.
- Selling tickets in person with POS.
FAQ
Tickets aren’t being delivered at all — where do I start?
Confirm three things: the event has a ticket design, the list-tickets block is added and published on both checkout pages, and the order is fulfilled. A missing design is the most common cause, since the download button stays disabled and the Order receipt has nothing to attach.
A ticket shows a “Complete registration” button instead of a download.
The ticket type requires attendee information, so it can’t be downloaded until those fields are filled in. The customer can complete registration from the order status page. To remove the requirement, edit the event, open the ticket type, and turn off Require name, Require email, or any required custom fields.
Only some tickets in an order are downloadable.
The non-downloadable tickets still require attendee information. Each ticket is gated on its own registration fields. Complete registration for those tickets, or turn off the required fields on the ticket type if per-ticket info isn’t needed.
One customer received a ticket email and another didn’t, with the same order status.
The per-ticket email is sent when a customer completes attendee registration, not when they buy. A customer who filled in their attendee details receives it within seconds; a customer who hasn’t receives nothing, even though both orders are fulfilled and look identical in Shopify. This is the most common reason two apparently identical test orders behave differently.
The second customer’s tickets are not stranded — they remain available on the order status page through the download block. To email tickets to every buyer at purchase regardless of registration, turn on ticket attachments in the Order receipt email.
How do I test delivery before going live?
Create a $0 Shopify draft order (or discount an order to $0). It runs the full delivery flow without charging anything.
How do I deliver tickets in person through POS?
The checkout download block applies to online orders only. POS customers receive Shopify’s order confirmation, which shows a View your order link. If ticket attachments are turned on for the Order receipt, it also sends for POS orders when an email address is captured. See Selling tickets in person with POS.
A customer checked out with a phone number and no email — can they still get tickets?
No email means the Order receipt can’t be sent. The customer can still reach their tickets through the order status page download block. To require an email, adjust your Shopify checkout contact-method setting.
How do I delay ticket delivery until a later date?
Set the fulfillment preference to Default and turn off auto-fulfillment in your Shopify order processing settings. Tickets then stay pending until you fulfill the orders in bulk on the date you want them delivered.
How do I resend tickets to customers who already bought?
Fulfilling a previously unfulfilled order issues its tickets. If the order was already fulfilled but tickets didn’t reach the customer (for example, a design was added later), resend the Order receipt email for that order from the Orders page.
Ticket emails are landing in spam.
Set up a custom sender domain with DKIM and SPF so emails come from your own domain. See Custom sender email (DKIM and SPF).
