Our new policy this year was to have tickets wait to send until 2 weeks prior to each performance. As we are now having more and more shows each week calls from patrons not seeing their PAH ticket email have increased.
I think I have a theory but wanted to know if others have noticed similar trends.
Is anyone else having a lot of issues with patrons not seeing PAH tickets come in and do you have theories? YES, we do ask them to check their junk, spam, and even search for our boxoffice email address which they should be arriving from. =)
Thanks!
Christina
When we used PAH (we use mobile tickets now), we did seem to see markedly more issues with hotmail accounts. We did not wait to send out tickets, so any large orders (too many tickets or too many events) also had issues sending/being received. I believe other topics here have discussed file size limits for PAH tickets.
In the Knowledge Base there is this:
The email server that is used in the hosting environment (Oracle OCI) has a maximum attachment size of ~20MB. Any attachment at or over 20MB will not be picked up and sent by the email server. It is also possible that a patron's email server will have an attachment size limit that is less than 20MB, so even if it was picked up and sent, it won't be received.
There is no way to expand the sending attachment limitation, and likely no good way to expand the receiving attachment limitation. If these tickets need to be emailed your best bet is to break them up into multiple orders with smaller numbers in each order. The other option would be to print physical tickets for will call or to mail. We have also been cautioned by hosting that while the limit is technically 20MB, it is not advisable to attempt to try and send attachments of that size.