What to do if buyers only received one e-ticket for a multi-ticket purchase

If a buyer paid for several seats but only received one e-ticket, the ticket type was almost certainly sold as a single ticket, not configured as a group ticket. Turn on This is a group ticket for that ticket type, then cancel and reissue any orders that already went out wrong.

What buyers see

Buyers expect one e-ticket PDF with a separate ticket number and QR code for each person in the purchase. Instead they get a single e-ticket, or a registration-style confirmation that does not list multiple ticket numbers.

Buyers access e-tickets from the PDF link in their confirmation email, or from their Zeffy donor account under Transactions. For where those messages and files live, see Where are my confirmation email, tax receipt, or e-ticket?

Why this happens

Naming a ticket type “10 tickets” or “Table of 8” does not issue multiple e-tickets on its own. Only a ticket type with This is a group ticket enabled generates a PDF that contains the number of e-tickets you set, each individually and sequentially numbered.

Without that option, one purchase of that ticket type creates one registered attendee and one e-ticket, no matter what the ticket name says.

Fix the ticket type for future sales

Configure the ticket as a true group ticket so new purchases issue the full set of e-tickets.

1. Go to Campaigns and click Edit next to the event form.

2. Open the Tickets step.

3. Under the ticket type that should include multiple seats, click options.

4. Check This is a group ticket and enter how many tickets are included in the bundle.

When a buyer purchases that group ticket, they receive a PDF with that many e-tickets. Each ticket is numbered separately, and answers to per-ticket custom questions appear on each individual ticket. Full setup details, including how limits work for groups versus individuals, are in Create group tickets or ticket bundles.

Fix orders that already went out with one e-ticket

Issued e-ticket PDFs cannot be edited in place. Cancel the original tickets without refunding (unless you also need to change the price), then manually issue the correct group ticket so the buyer gets a new confirmation email and PDF.

1. In Payments, search for the order by name or email.

2. Open the transaction details (click the transaction, not the contact name).

3. Choose Action → Refund/cancel tickets, and cancel the tickets without refunding the payment if the amount paid is still correct.

4. Open the contact profile → Actions → Add payment.

5. Select the same form, set the payment method to Free so the amount is not logged twice, and choose the corrected group ticket type.

6. Send the configured thank-you email so the buyer receives the new multi-ticket PDF.

How to confirm the fix worked

Open the new payment in Payments and click e-ticket to open the PDF. For a correctly configured group ticket, the PDF includes one e-ticket per seat in the bundle, each with its own number and QR code. At the door, each of those codes can be scanned separately for check-in.