There are a few common reasons why you may be unable to add tickets from Ticketmaster to your digital wallet:
The tickets are not compatible with your wallet
Not all tickets sold on Ticketmaster are eligible to be added to digital wallets. Here are some of the requirements for wallet compatibility:
- The tickets must be mobile tickets, not paper tickets.
- The event organizer must enable mobile ticketing and digital wallets for the event.
- Your digital wallet app must be compatible with Ticketmaster’s system.
If any of these requirements are not met, you will not be able to add the tickets to your wallet. You can check the ticket details on Ticketmaster to confirm if mobile entry is enabled for that event. If you’re not sure if your wallet app is supported, check with Ticketmaster or your wallet provider.
You haven’t completed the ticket transfer process
For some events, Ticketmaster requires you to complete an additional step to transfer the tickets to your digital wallet. This is an extra security measure to prevent fraudulent transfers.
The process typically involves:
- Logging into your Ticketmaster account
- Going to your order history and selecting the event
- Selecting the “Transfer To” option and choosing your digital wallet
- Entering your wallet details and completing the transfer
You may see an error or be unable to add the tickets to your wallet if you have not completed this transfer process. Make sure to follow the steps carefully when prompted after purchasing tickets.
Your tickets are restricted or non-transferrable
In some cases, event organizers or Ticketmaster may place restrictions on tickets that prevent them from being transferred or added to digital wallets. This is most common with:
- Student, group discount, or other highly discounted ticket types
- Tickets purchased via certain promotions or presales
- Tickets for high-demand events where fraud is a concern
If your ticket details indicate the tickets are non-transferrable or have other restrictions, unfortunately you will not be able to add them to your digital wallet. You will need to present the original credit card used for purchase and your ID to enter the event.
There was an error with the ticket purchase or transfer
In rare cases, an error may occur that prevents the tickets from being issued properly and transferred to your wallet. Some examples include:
- A glitch during the purchase process
- An issue communicating the transfer details to your wallet provider
- Your wallet account becoming inaccessible before completing the transfer
If you suspect an error occurred, first reach out to Ticketmaster customer service. They can review the order details and confirm if there is a problem on their end. If the tickets were purchased properly but could not be transferred, your wallet provider may be able to assist.
Your wallet is not compatible with your device
In order to display event tickets, your digital wallet app must be installed on a compatible device. For example:
- Apple Wallet only works on iPhones
- Google Pay only works on Android phones
- Samsung Pay only displays on newer Samsung devices
If you transfer tickets to a wallet app that is not compatible with your device, you will not be able to access them. Make sure you are using a supported digital wallet on a compatible smartphone or other device.
How to troubleshoot and resolve the issue
If you are unable to add eligible tickets to your digital wallet, try the following troubleshooting steps:
- Confirm you have completed any required ticket transfers in your Ticketmaster account.
- Make sure your tickets do not have restrictions against mobile entry or transfers.
- Check that your digital wallet app is installed on a compatible device.
- Contact Ticketmaster Customer Service for assistance investigating a potential purchase/transfer error.
- Reach out to your digital wallet provider’s customer service for help if Ticketmaster cannot resolve the issue.
- As a last resort, you may need to visit the ticket counter at the venue and have the tickets reprinted or reissued under your name.
Following these troubleshooting steps should help identify and resolve any problems preventing you from adding eligible tickets to your mobile wallet. If the tickets simply do not support mobile entry, unfortunately you will be limited to using the printed tickets for entry.
Frequently Asked Questions
What are the benefits of adding tickets to a digital wallet?
Adding event tickets to a digital wallet like Apple Wallet or Google Pay provides several benefits:
- Convenient access on your phone – no need for printed tickets
- Easily transfer or sell tickets with a few taps
- QR codes and NFC for quick entry to the event
- Backed up and synced across devices
- More secure than paper tickets
What types of tickets can I add to a digital wallet?
Most mobile entry tickets sold on Ticketmaster can be added to digital wallets as long as:
- The tickets are not restricted or non-transferrable
- The organizer enables mobile ticketing and wallet transfers
- Your wallet app is compatible with Ticketmaster
Paperless tickets and online print-at-home tickets typically cannot be added to wallets.
How do I complete the ticket transfer process?
To transfer Ticketmaster tickets to a digital wallet:
- Log in to your Ticketmaster account
- Go to your Order History and select the event
- Choose ‘Transfer To’ and pick your wallet app
- Enter your wallet details to complete the transfer
The tickets should then appear in your wallet app within minutes.
What happens if I lose my phone or delete the wallet app?
If your phone is lost or damaged, you can still access the tickets as long as you can sign in to your wallet account on a new device. Your wallet provider will have an account recovery process.
If you accidentally delete your wallet app, simply reinstall it and sign in to your account again to restore your tickets. They are stored remotely and will re-sync.
Can I get a refund for wallet tickets?
You can request a refund for wallet tickets through Ticketmaster as normal. However, any tickets transferred to a wallet cannot be individually refunded. The entire order would need to be refunded.
Contact Ticketmaster Customer Service right away if you need to request a refund for transferred mobile tickets.
Conclusion
Trouble adding tickets to your mobile wallet is often due to compatibility issues, unfinished transfers, ticket restrictions, or errors. Carefully review your ticket details and follow troubleshooting steps like confirming transfers, checking eligibility, and contacting support. With proper compatible tickets, completing the wallet transfer should allow you to access convenient digital event tickets on your phone.