# Ticket not on sale: buyer-view diagnostic log

Use one copy per affected ticket type and event occurrence. Keep buyer names, email addresses, order details, and payment information out of this card.

**Event / occurrence:** ____________________  **Ticket type:** ____________________

**Observed at (date, time, displayed time zone):** ____________________

**Owner of diagnosis:** ____________________  **Owner who can approve a correction:** ____________________

## 1. Reproduce the buyer view

Open the public page signed out. Use the same occurrence, ticket quantity, and access-code condition as the reported attempt.

| Observation | Record |
| --- | --- |
| Exact buyer-visible message or absence | ____________________ |
| Ticket type absent / visible but unavailable / sold out / not yet open / ended | ____________________ |
| Same-event comparison ticket type and its status | ____________________ |
| Intended sale period, channel, and access condition | ____________________ |

## 2. Check the matching controls

Mark **checked**, **not applicable**, or **needs owner review**. A message is a clue, not proof of any single cause.

| Check | Recorded setting or count | State |
| --- | --- | --- |
| Ticket sales start, end, and displayed time zone | ____________________ | ____________________ |
| Ticket-type quantity and sold count | ____________________ | ____________________ |
| Event-wide approved capacity and sold count | ____________________ | ____________________ |
| Holds or pending checkouts, if the provider exposes them | ____________________ | ____________________ |
| Group or section limit, if configured | ____________________ | ____________________ |
| Minimum tickets per order, if configured | ____________________ | ____________________ |
| Manual sales stop or sold-out override, if available | ____________________ | ____________________ |
| Hidden/code visibility and sales channel | ____________________ | ____________________ |
| Waitlist or access-code quantity, if configured | ____________________ | ____________________ |

Platform behavior differs. Eventbrite documents holds, minimum-per-order limits, hidden types, door-only sales, and pending orders among its checks. Humanitix documents grouped capacity, sold-out override, access-code quantity, and an active waitlist among its checks. Use the controls that exist for **your** event and provider.

## 3. Approve one correction and verify it

**Diagnosed cause and evidence:** ________________________________________________

**Approved change, exact ticket/setting, and approver:** _____________________________

**Before state (count, setting, buyer message):** ____________________________________

**After state (count, setting, buyer message):** _____________________________________

**Signed-out retest with the same occurrence, quantity, and code:** pass / fail / unresolved

**Other ticket types and intended restrictions still correct:** yes / no / needs review

**Closure owner and time:** ____________________

If the cause remains unclear, send the provider the event identifier, affected ticket type, observation time, and screenshots without personal data. Do not increase capacity or remove a deliberate restriction merely to make the warning disappear.

Sources: [Eventbrite ticket-sale troubleshooting](https://support.eventbrite.com/hc/en-us/articles/34862675056786-What-to-do-when-tickets-aren-t-on-sale) · [Humanitix unavailable-ticket troubleshooting](https://help.humanitix.com/en/articles/8905680-why-is-my-event-ticket-appearing-as-sold-out-or-unavailable)