--- title: "Resend a buyer's tickets and fix their details | Ticket Fairy Guides" description: "Send an order's tickets again to any email address the buyer gives you, and correct the name or email on a ticket so it matches the person arriving at the door." canonical: "https://www.ticketfairy.com/guides/resend-tickets-and-fix-a-buyers-details" --- 1. [Ticket Fairy](https://www.ticketfairy.com/) 2. [Guides](https://www.ticketfairy.com/guides) 3. [Find and manage the orders for your event](https://www.ticketfairy.com/guides/find-and-manage-your-event-orders) 4. Resend a buyer's tickets and fix their details Checkout and orders # Resend a buyer's tickets and fix their details Box office and support teams get asked for tickets that never arrived, usually because the email address has a typo or the buyer reads a different inbox. You can fix the name or email on the ticket and send the tickets again. The order, the barcodes and the payment stay the same. You're sending one order's tickets again while you look after your event's orders. Go back to the full Orders guide once the buyer has their tickets. [Find and manage the orders for your event](https://www.ticketfairy.com/guides/find-and-manage-your-event-orders) Takes: 5 minutes - [Find the order](#step-1) - [Correct the name or address on the ticket](#step-2) - [Send the tickets again](#step-3) ## Before you start - You're the owner or an admin, or you have the Customer Support or Limited Support role on the event. With the Stats or Promoter role, you can't do this, even if the menu still shows the action. - You have the order in front of you on the Orders page, found by the buyer's name, email address or order number. - You know which address the buyer wants the tickets at. Ask them rather than guess, because a resend goes only to the address you enter. 1. ## Find the order Open your event, select **Orders**, then search for the buyer by name, email address or order number. If the search finds nothing, the buyer has usually booked with a different email address. 2. ## Correct the name or address on the ticket Open the order, select **Edit Ticket** on the ticket that is wrong, correct the **First name**, **Last name** or **Email address**, then select **Save**. The barcode is unchanged, so a ticket already printed or saved to a phone still scans. **Note:** Saving doesn't email the buyer, so send the tickets again yourself. ![The Edit Ticket dialog with the holder's name, email address, ticket type and status](https://www.ticketfairy.com/embeds/posters/marketing-order-resend--edit-ticket.png) *Event, Orders, order, ticket, Edit Ticket.* 3. ## Send the tickets again Select **Resend** in the order's menu, check the **Email Address**, then select **Resend**. The same tickets go out again, and Successfully Sent tells you the email is on its way. **Note:** The address comes from the order, and you can change it for this send only. Changing it here does not change the order, so correct the ticket first if the buyer should keep the new address. **Warning:** A buyer still paying off a payment plan gets the payment plan confirmation again, which lists the installments and has no barcode. Tell them their tickets arrive with the last installment. ![The Resend Confirmation dialog with the buyer's email address filled in](https://www.ticketfairy.com/embeds/posters/marketing-order-resend--resend-confirmation.png) *Event, Orders, order menu, Resend.* ## Or have it done for you Fai, your AI teammate, can check sales, update your event or change a ticket when you ask. Fai finds the order and reads what was sent and to which address. She can't send the tickets again or correct a name, so make either change yourself on the Orders page. ### In your dashboard, with Fai ``` Find the order for on and tell me which tickets it holds and what state each one is in ``` ## Resend from the order itself Select **Resend tickets** inside the order to open the same dialog. On a phone you see the order rather than the row menu, so use this when you're answering a buyer away from your desk. Fai can find the order and read it out to you, and you resend the tickets yourself on the page. ### In your dashboard, with Fai ``` Show me order on with the address it was sent to ``` ## Questions you might have **Does a resend make new tickets?** No. The same barcodes go out again, so a buyer who finds the first email later can use either one, and your door team scans it as one ticket. **I resent to a different address. Which one does the order have now?** The one it always had. A resend goes to the address you entered and doesn't change the order, so edit the ticket too if the buyer should keep the new address. **The buyer says it still has not arrived. What now?** Read the address on the ticket back to them, letter by letter, and ask them to look in spam and in any other inbox that address forwards to. Often it's a work address that filters out outside email, and sending to a personal address fixes it. **Can Fai resend an order for me?** No. She can find the order and read out its tickets, their state and the address on them, and you resend the tickets yourself on the page. **Why can someone with the Stats role see Resend but not use it?** With that role, the action doesn't go through even though the menu still shows it, so nothing is sent. Ask an owner, an admin or someone with a support role on the event to do it. ## Still have a question? Book a demo and we will answer it on a call, on your kind of event. Or create your account and see it for yourself. [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) [Create a free account](https://manage.ticketfairy.com/welcome) No setup fees. No monthly fee. No credit card required. ## Related guides - [More ways to use Ticket Fairy](https://www.ticketfairy.com/features/orders-refunds-and-resale) - [Move a buyer to a different ticket type or seat](https://www.ticketfairy.com/guides/move-a-buyer-to-a-different-ticket-type-or-seat) - [Refund an order on your event](https://www.ticketfairy.com/guides/refund-an-order) - [Send free tickets to your guest list](https://www.ticketfairy.com/guides/issue-guest-tickets) - [Approve orders before buyers receive tickets](https://www.ticketfairy.com/guides/approve-orders-before-buyers-receive-tickets) - [Let buyers refund their own tickets](https://www.ticketfairy.com/guides/let-buyers-refund-themselves) - [Find and manage the orders for your event](https://www.ticketfairy.com/guides/find-and-manage-your-event-orders) - [Every Ticket Fairy guide](https://www.ticketfairy.com/guides) ## Do this on your own event Create your account, build your event and follow the steps in your own dashboard. You do not need to book a sales call. [Create a free account](https://manage.ticketfairy.com/welcome) [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) ## Sell tickets with Ticket Fairy Start free with unlimited events and no monthly fee, and choose a paid plan when you need more. - Set up your event in minutes - Free events are free - Fai, your AI teammate, is built in [Create a free account](https://manage.ticketfairy.com/welcome) No setup fees. No monthly fee. No credit card required. ## See it on a call Book a demo and we will show you how Ticket Fairy handles your kind of event. [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) [More ways to use Ticket Fairy](https://www.ticketfairy.com/features/orders-refunds-and-resale) ### Tips for selling more tickets Practical advice from working event organizers, and every new guide as it is published. We respect your privacy. Unsubscribe anytime. --- This page is on Ticket Fairy, a ticketing, marketing and operations platform for live events and the venues that host them: festivals, club nights, concerts, conferences and tours, and night clubs, beach clubs and concert venues. It grows revenue with fan rewards that turn an audience into a sales channel, and runs the money side with payments and payouts, Vault business banking, and working capital advanced against ticket sales. [How Ticket Fairy ticketing works](https://www.ticketfairy.com/event-ticketing) ยท [Ticket Fairy for AI assistants](https://www.ticketfairy.com/llms.txt)