When In2Event creates tickets through your connected ticket provider (such as Paylogic or Weeztix), the process can sometimes fail. When this happens, you'll see a "ticket creation failed" status in the briefing overview.
Step 1: Check the logbook
Every person in your crowd list has a logbook that records all actions and errors. To find the error details:
Go to your event and open the relevant crowd list
Find the person with the failed ticket
Click on the person to open their detail view
Navigate to the Log tab
Look for the error message from your ticket provider
Common error messages and what they mean
"Product not available"
The ticket product in your ticket provider is no longer available. This can happen when:
The ticket type has been deactivated or sold out in your ticket provider
The sales period for this ticket type has ended
The ticket product ID in In2Event no longer matches an active product
Solution: Check your ticket provider's dashboard to verify the product is active and available, then retry the ticket creation.
Accreditation item limit reached
When your accreditation items are linked to a ticket provider, the available quantity may sync automatically. If the limit is reached, new tickets cannot be created.
Solution: Check the accreditation item settings and verify the limit. If the limit was synced from the ticket provider, you may need to increase availability there first.
Connection timeout or API error
Temporary network issues between In2Event and your ticket provider can cause failures.
Solution: Wait a few minutes and retry. If the issue persists, contact In2event support.
Step 2: Retry ticket creation
Once you've resolved the underlying issue, you can retry creating the ticket for the affected person. The system will attempt to create the ticket again through your ticket provider.
Still stuck?
If you can't resolve the error from the logbook information, contact In2event support and include:
The event name
The name of the affected person
The error message from the logbook
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