What device are you using to access Ticketmaster?
This is an important probing question that you should use to begin investigating the fan's concern. How can you troubleshoot an error if you don’t know what device the fan is using? Knowing if the fan is using a Desktop or Mobile Device is extremely important. Once you have determined this you are able to offer suitable troubleshooting support base on the device being used.

The right questions lead to faster, more accurate solutions for every fan

Explore some sample questions below that you might find useful to get to the root cause of the fan's website issue:

"Are you signed into your TM Account on any other devices or tabs?"

"What browser are you using?"

"Is your app updated to the latest version?"

"Are you connected to Wi-Fi or mobile data?"

"Are you using your mobile web browser or the Ticketmaster app?"

“Can you please open the Ticketmaster app and let me know what happens?”

This list is not exhaustive, but these examples will help you begin to gather information and clarifications from the fan ready to support them.