Understand how passes are delivered
Crowdstack does not email a physical ticket or PDF attachment. When a guest registers, they receive a confirmation message containing a link to their unique QR pass. This pass lives on the public event page and in their Crowdstack account if they have one.
If a guest cannot find their pass, it is usually due to email filtering, a typo in their address, or simply overlooking the original message.
Check the guest's registration status
Before resending anything, confirm that the guest successfully registered.
- Open your event dashboard and go to Guests.
- Search for the guest by name, email or phone number.
- Verify their status shows as Registered.
If you cannot find them, they may not have completed registration. Ask them to register again using your event link or a promoter's attribution link.
Help the guest retrieve their pass
Guide your guest through these steps in order:
- Check spam and promotions folders. Automated messages often land here. Ask them to search for your event name or "Crowdstack".
- Visit the public event page. Send them the direct link (for example,
/e/your-event). If they registered with the same email or phone number, they can sign in or recover their session to see their pass immediately. - Use the name search at the door. If the event is live, tell the guest they do not need the QR code on their own device. Your door team can search their name on the scanner and check them in manually.
Resend registration details
If the guest confirms their email address was correct but still has no record:
- Locate the guest in your Guests list.
- Open their individual profile.
- Select the option to Resend confirmation.
This sends a fresh message with the link to their QR pass. It does not create a duplicate entry or invalidate the original token.
Correcting typos
If the guest gave you the wrong email address or phone number during manual entry:
- Open the guest's profile in your dashboard.
- Edit their contact details to match the correct information.
- Use the Resend confirmation action so the pass arrives at the right destination.
Security note
For safety, support staff and organisers cannot view the raw QR token value. You can only trigger a resend or verify that a valid registration exists. Never screenshot a guest's pass from your admin screen and send it via chat; always use the built-in resend function so the guest accesses the pass securely on their own device.