Hello,
We are experiencing an issue that I am hoping someone has an answer to.
Someone buys tickets online and requests PAH for their delivery method. The customer contacts us to say that they never received the PAH email with their tickets. We have tried to resend the email by requesting a PAH reprint, but that still doesn't work. Something we have noticed is that in all of these orders that have this issue, the Alt Address field has been set to "Email."
Has anyone experienced this issue and were you able to figure out what caused it and how did you fix it?
It doesn't happen for every PAH order, but for some of them it does. Recently, it was just one specific show that this happened to. Everything was checked out in the CMS system and was fine, PAH was "turned on" for that performance.
Any insight would be appreciated!
Thanks,
Amy
Do you see the print at home events in the order history? I assume you would because you are saying you're requesting multiple reprints. That would tell you that the pah service is processing the order. But that doesn't tell the whole story since the pah service will have those effects even if the PDF generation or send fails. My first step would be to check the service error logs that will show you if there is any pdf generation issue. If that doesn't show errors it might be a mail issue (like the attachment is too large or something)
Hope that helps.
Sean