Persona - is an identity verification software that is used to protect account security and prevent abuse of the Ticketmaster terms of use.

A fan's Ticketmaster account may be temporarily restricted because of suspicious activity or incomplete profile information.

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A restricted Ticketmaster account will be required to complete and pass a security check powered by Persona before the fan can purchase new tickets on the account.

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Fans must complete the security check before it expires; otherwise, they will need to create a new Ticketmaster account to purchase tickets in the future.

When a fan's Ticketmaster account is restricted, their tickets to upcoming events are not impacted. 

✅  Fans Can
Sign in to their Ticketmaster account
Manage their tickets for upcoming events
Manage resale listing

❌  Fans Can't
Purchase new tickets
Join Smart Queues 
Access an EDP

Fan's Journey
Let's review the fan's journey. The process should take about two minutes for the fan to complete.

Notification email including link
The fan receives an email from Ticketmaster informing them that their account has been temporarily restricted. This email includes a unique link that directs them to the security check.

Start Security Check
The introduction screen lists the items that fans need to complete the security check. Fans expressing privacy concerns may be directed to https://withpersona.com/legal/privacy-policy (opens in a new tab).

Country Selection
The fan selects the country that issued their government-issued ID.

Photo ID
They then select and upload their Photo ID.

Selfie
The fan will then upload a photo of themselves for recognition.

Process is complete
The process is now complete.

Completing the security check does not guarantee the fan's account access will be restored.

Once the information is reviewed, the fan will receive our decision within 3 business days.

Identify Persona Identity Verification
When you locate the fan's account on the Internal Tools > Customer Service Tool a warning message will appear at the top of the page.

PERSONA SECRUITY CHECK REQUIRED
Date the restriction was applied to the account and confirmation that an email notification was sent to the fan.
This is the only message that pertains to Persona in Internal Tools.

Resend the Link to the Fan

If a fan contacts us regarding their restricted account and has not received or cannot find the email containing their unique link, we can resend it to them.

EMAIL Interaction
Open the 'List of Emails(opens in a new tab)'
Use the 'CTRL F' to open the search function.
Search for the fan's email address.
Copy their specific Persona link.
Paste into the 'MY ACCOUNT::Persona Security Check - fan didn't receive email with unique link, provide link' macro.

voICe Interaction
Refer to the Persona Apollo article for the latest agent script and troubleshooting steps.

1. Open the 'List of Emails(opens in a new tab)'
2. Use the 'CTRL F' to open the search function.
3. Search for the fan's email address.
4.Copy their specific Persona link.
5. Escalate to SRT.
a. Global SRT Reason: Fair Access
b. Include the specific link for the fan's email address in the Details Field.
c. Form Turnaround Time: 3-5 business days

NOTE: The Persona personal link must be sent to the email address that received the original notification and cannot be sent to a different email address.

Fan's Persona Links has Expired

If the link to the Persona Security Check has expired, the fan must create a new account to purchase new tickets.
* Tickets to upcoming events are still accessible in the current account.

Apollo

As always, we provide knowledge articles to assist you with any questions regarding the Persona - Security Check and how to support fans inquiries.

Make sure to use frequently, as any further updates to the process will be informed here.