---
title: Why are tickets not visible in the App?
slug: en/why-are-tickets-not-visible-in-the-app
createdAt: 2024-11-04T13:35:45.802Z
---

## Check the order

The order containing the ticket must be **confirmed** and **delivered**.

:::hint{type="info"}
If you modify an order by adding or removing tickets, the status will become **Modified after delivery**. Don’t forget to set the order back to **Delivered** if you want the tickets to be available in the app.
:::

## Check the contact

The ticket will appear in the app of the **buyer** of the order. This is based on the **email address**. Make sure that the email address in the order matches the email address used to **log in** to the **Ticketmatic App**.

Also check if there are **multiple contacts** in your Ticketmatic account with this email address. If so, you can merge the contacts: [Managing Duplicate Contacts](docId\:R4qmzi_rvezPvDKMXGbrR)

:::hint{type="warning"}
Is a customer registered via ticketmatic (for a customer environment) with a different email address linked to that account? In that case, the [Secure Smart Tickets](docId\:LVtjial9oQyZRzTm-m_M6) may be associated with that email address instead of the contact email address.
:::

## Check the delivery scenario

The **delivery scenario** for the order must allow tickets to be shown in the app. Specifically, the field **Allow e-tickets** must have one of the following values: `E-tickets and smart tickets`, `Only smart tickets`, `Only secure smart tickets`.

:::hint{type="info"}
Tickets delivered with a delivery scenario where 'Allow e-tickets' is set to `PDF & Wallet` will also appear in the app, but buyers will still first see the wallet ticket option after purchasing the tickets.
:::

You can adjust this via **Settings** --> **Delivery scenarios**

::Image[]{src="https://api.archbee.com/api/optimize/tnY7Mf55_e2QgPQDb0pv7-m83164LjUGN8IZGv6Ogr2-20250805-124858.png" size="94" width="865" height="488" position="center" darkWidth="865" darkHeight="488" showCaption="false"}

## Check if the event is in the future

The QR code of a ticket is shown until the **end time** of the event. Once the end time has passed, the event stays in the wallet for another **12 hours** with the message "This event is finished", but without a QR code. After that, it moves to the **Event History**, which the app user can access per organization. For example, for an event ending at 10 p.m., the QR code disappears at 10 p.m. and the event leaves the wallet at 10 a.m. the next day. If the event has no end time, the start time is used. These times can't be changed by a setting; to keep the QR code available longer, set a later end time on the event.

:::hint{type="info"}
Once the tickets are loaded in the wallet, they are available **offline**. This means the user does not need an internet connection at the entrance if the tickets were loaded in advance in the wallet.
:::