If you’ve transferred tickets on AXS but the recipient isn’t seeing them in their account, there are a few potential reasons why this might happen. Troubleshooting ticket transfers can be frustrating, but usually there are some simple explanations for why a transfer seems to be “missing.”
Checking for Basic Errors
Before diving into more complex troubleshooting, double check some basic things first:
- Make sure the transfer was fully completed and you received a confirmation email. Transfers are not final until confirmed.
- Confirm the correct email address was entered for the recipient. Even small typos can send the transfer to the wrong person.
- Check spam folders. Transfer emails sometimes get flagged as spam accidentally.
- Allow some time for transfers to process. While usually quick, it can occasionally take up to several hours for a transfer to go through.
- Try having the recipient log out and back into their AXS account. This may help sync the new tickets.
If none of those basic steps resolves the issue, here are some other things that could be preventing the transfer from going through correctly:
Recipient Never Claimed the Transfer
For ticket transfers, the recipient has to actively accept and “claim” the tickets from the email they receive. If they don’t complete this step, the tickets will remain in limbo and not show up in their account.
Have the recipient check their email inbox and spam folders to see if they received a transfer email from the AXS system. It will give instructions for claiming the tickets. They need to click the link and follow the steps to confirm and finish the transfer process.
Tickets Already Claimed by Someone Else
If someone else has the same email address as the intended recipient, they may have accidentally claimed the transfer already. This can happen if someone has a common name that is shared by multiple people.
In this case, unfortunately the tickets are gone and whoever claimed them first now has control. You’ll need to cancel the original tickets and re-purchase new ones if they are still available.
Transfer Limit Reached
AXS limits how many times a single ticket can be transferred. This is to prevent scalping and resale. According to their transfer policy, tickets can only be transferred up to 5 times total.
If you or a previous owner already transferred the ticket multiple times, it may have hit the total limit and can no longer be sent. Unfortunately in this case the only option is to re-purchase tickets if still available.
Delayed Delivery
For very high-demand shows where tickets sell out instantly, AXS will sometimes use “Delayed Delivery” for transfers. This is noted during the purchase process. With Delayed Delivery, transfers are intentionally held for 5-7 days before being processed.
This prevents scalping and ensures tickets get into the hands of actual fans. If you purchased with Delayed Delivery, transfers will take longer but should eventually process within the delivery window stated.
Issues on AXS’s End
In some cases, the transfer issue may be due to a technical problem on AXS’s end. Bugs or glitches do occasionally impact their systems. Some known AXS transfer problems include:
- Delayed notifications and confirmation emails, preventing completion of transfers.
- Tranfers randomly failing and erroring out.
- Transfer history and limits becoming inaccurate over multiple transfers.
Issues like these usually resolve themselves within a few days at most. You can try contacting AXS Customer Support, but they may not be able to do much for technical problems beyond waiting it out.
Restrictions on Re-Sale
For high-demand concerts and events, AXS will sometimes disable transfers or restrict re-sale on certain ticket tiers and types. This is done to discourage scalpers and keep tickets affordable for fans.
If you’re unable to complete a transfer, check the original ticket listing and see if re-sale was restricted. If so, unfortunately your only option is to attend with the original purchaser.
Troubleshooting Steps
To summarize, here are some troubleshooting steps to try if your AXS ticket transfer is not going through:
- Confirm the transfer completed and recipient is checking the correct email inbox.
- Have the recipient log out and back into AXS to sync their account.
- Check if the recipient already accidentally claimed the transfer.
- See if the 5 transfer limit was reached.
- Allow extra time for “Delayed Delivery” transfers.
- Contact AXS Customer Support if issues persist for multiple days.
Manually Contacting AXS
If you cannot resolve the transfer problem through normal troubleshooting, you may need to work with AXS directly to investigate further:
- Use the AXS online support form to contact their customer service team. This allows you to provide full details and attach any relevant screenshots or order information.
- If you paid with a credit card, you can try disputing the charge. Explain that you attempted to transfer in good faith but the tickets never reached the recipient.
- For high-value or fraudulent transfers, you may need to escalate to requesting formal arbitration with AXS management.
Keep records of all communications, and escalate the issue to management contacts if needed. While frustrating, persisting with customer service is usually the only way to resolve technical transfer problems.
Preventing Future Issues
While not foolproof, here are some tips to help avoid AXS transfer problems happening again in the future:
- Double and triple check recipient emails before initiating transfers.
- Avoid typos by copying-and-pasting recipient addresses if possible.
- Only transfer to recipients you know and trust to accept properly.
- Limit transfers to 1 or 2 times total to prevent hitting limits.
- Confirm transfers right away, and follow-up with recipients to ensure completion.
- Book backup tickets if transfers fail for high-demand shows.
Using Other Ticket Resale Platforms
If you run into too many AXS transfer issues, third-party ticket marketplaces like StubHub, VividSeats, or Ticketmaster may be more reliable alternatives. While pricing is variable, they offer more flexibility in safely re-selling tickets if plans change.
AXS doescaution that prices on resale sites also encourage scalping and inflating costs for fans. But for one-off personal sales, they provide another option beyond AXS transfers.
Be sure to clearly understand any policies, guarantees, and fees associated with ticket resale platforms before using them as an alternative.
Conclusion
Troubleshooting AXS ticket transfers can be complicated, with many potential points of failure. Start with simple solutions like spam filters and allowing extra time. If issues persist, keep pressing AXS support for help investigating. While frustrating, they should be able to resolve most transfer problems or re-issue new tickets as a last resort.
To prevent repeated issues, take precautions like limiting transfers and double-checking recipient info. And consider ticket resale sites as an alternative solution, with some caveats. With persistence and care, you should be able to ensure your AXS ticket transfers succeed or find another way to get tickets to your intended recipient.