Troubleshooting Missing Tickets After Purchase

5 min readbeginner

Member

Introduction

If checkout succeeded but your ticket is missing from My Tix, the issue is usually the wrong Trepy account, an unverified email, or a delayed confirmation — not a lost payment. This guide helps you find your ticket before event day and at the door.

Objectives

After reading this article, you will be able to:

Confirm which account holds your purchase
Recover a missing ticket in My Tix
Escalate to the organizer when tickets still cannot be found

Prerequisites

Empty My Tix with sign-in account highlighted — Confirm you are signed in to the same account used at checkout before searching for missing tickets.

Steps

Step 1: Confirm the signed-in account

Sign in at App.Trepy.com.
Check the email shown in your profile or account menu.
Compare it to the address used during checkout.

Tickets attach to the account that was signed in when you paid. If you used a different email, sign in to that account instead.

Step 2: Verify your email

Open email verification if prompted.
Complete verification and return to My Tix.
Refresh the ticket list.

Unverified accounts may not display new tickets immediately.

Step 3: Check confirmation and payment

Search your inbox for the Trepy or organizer confirmation email.
Confirm Stripe or payment receipt shows Succeeded.
Wait five minutes and refresh My Tix — rare delays can occur after checkout.

Step 4: Search My Tix again

Open My Tix from Member home.
Check Upcoming and Past if filters exist.
Search by event name if the list is long.

See find and use your tickets for the normal workflow.

Step 5: Contact the organizer

If you still cannot find the ticket after the steps above:

Email the event organizer with your purchase confirmation and payment receipt.
Include the email address used at checkout.
At the door, ask staff to use manual check-in while the organizer resolves the order.