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Troubleshooting order lookup

The visitor says they didn't receive a verification email​

  1. Ask them to check their spam/junk folder — verification emails sometimes land there.
  2. The email comes from the SynapTix mail system. If their email provider is very aggressive with filtering, it may not arrive. In this case, direct them to the box office.
  3. Verification codes expire after a short time. If the visitor took a while to check, they may need to start the lookup flow again.

The verification code isn't being accepted​

Codes are single-use and time-limited. If it's not working, the visitor should restart the order lookup flow to receive a fresh code.

Karo can't find the order​

Possible causes:

  • The order reference entered doesn't match a record in the ticketing system
  • The email address entered doesn't match the email on the booking
  • The order is in a state Karo doesn't recognise (e.g. a pending, voided, or very old booking)

In any of these cases, direct the visitor to the box office.

The order shows incorrect information​

If an order looks wrong (wrong price, missing tickets, incorrect dates), the issue is likely in the source data from your ticketing system. For LineUp, complex order states (refunds, exchanges) should resolve correctly — but if a visitor reports incorrect information, check the order directly in your ticketing system and contact SynapTix if needed.

Order lookup isn't available for Ticketsolve​

Order lookup isn't supported for the Ticketsolve integration. Visitors who want to find their booking should be directed to the box office.