💻 Desktop Website Troubleshooting: Step-by-Step For most desktop website issues, it’s crucial to follow each troubleshooting step in order. Here’s a detailed walkthrough: STEP 1: Sign Out and Close Extra Tabs/Devices Suggested Probing Question: Are you logged into Ticketmaster on any other devices at this time? Fans should only use one device, browser, or tab to access our site at a time. When a fan tries to use the site on their phone, then goes to use the desktop site they may experience trouble accessing and using the site. Ensure the fan is signed out of Ticketmaster on all devices, browsers, and tabs except for one. Multiple sessions can cause errors and prevent successful sign-in. Check there are no sessions open on: Apple Safari Google Chrome Mozilla Firefox Microsoft Edge Step 2 Clear History, Cookies, and Cache These three browser data “memory banks” talk to the browser in very specific ways and, though separate, are also connected. Guiding the fan to clear their browser’s history, cookies, and cache removes outdated or corrupted data that may cause loading or login issues. History Tracks the specific website URL the fan has visited in the past. Cookies (aka Session Cookies) Remembers the website(s) the fan has signed into. Keeps the fan signed in to the website(s) for X amount of time. Cache Captures and provides a “picture” of each website visited to help load the page faster the next time it’s visited. 💡Top Tip: To navigate to the “Clear browsing data” window in any desktop browser, press PC - Ctrl-Shift-Delete. Mac - Command-Shift-Delete Step 3 Clear History, Cookies, and Cache A “Clear browsing data” window will pop up for the fan to click select the browsing history, cookies and cached images and files boxes. Once all three are selected, click Clear Data/Clear Now. Ask the fan close out of the browser completely then reopen the browser and try to sign back in to Ticketmaster again. This will ensure the browser fully clears the old data and resets itself. 💡 The fan may see the option of clearing passwords. It is very important to ensure it is unchecked, as we do not want the fan to delete their saved passwords. Step 4 Try Incognito Mode (Chrome Only) What is Incognito? Incognito means the browser doesn’t refer to any existing stored browsing history, cookies or cache. It also doesn’t track or store any new browsing information. If the fan is using Google Chrome; and clearing the cache, cookies and history did not resolve the error, have the fan open an Incognito window and attempt to sign in. If a fan asks you about Firefox’s Private Browsing, you can advise them that you are not familiar with Mozilla Firefox. To open an Incognito window in Chrome: Click the vertical ellipsis Select New Incognito Window. Step 5 Alternative Options If the error persists, the fan can: Disable third-party browser extensions. Use your carrier’s data network instead of large public Wi-Fi networks, such as coffee shops. Disconnect from VPN, Apple Private Relay and other proxy servers. Try a different browser. Use a mobile device ‐Mobile web ‐Ticketmaster app FAN USING MOBILE DEVICE If you have identified that the fan is having problems accessing Ticketmaster on a mobile device, you next need to determine whether they are using a mobile browser or the app. Suggested Probing Question: Are you using your mobile web browser or the Ticketmaster app? 🤳Mobile Web Troubleshooting: Step-by-Step Mobile web troubleshooting requires device-specific actions. Follow these steps for best results: Step 1 Identify the Device Suggested Probing Question: Are you using an iOS or Android mobile device? There are two supported mobile devices, iOS and Android. Mobile devices include tablets and mobile phones. The application store used to download apps for each device differs, and the mobile web browser used on a mobile device may vary. Identifying the device being used we can tailor our information to support the fan. Suggested Probing Question: What browser are you using? Fans may install a different browser app other than what was originally installed on the mobile device, asking what browser the fan is using is still an important question to ask since they may be using a non-compatible browser. Step 2 Does the Fan Have Ticketmaster App Suggested Probing Question: Do you have the Ticketmaster app installed? We want to encourage fans to use the Ticketmaster app over the mobile web as it provides a smoother and more reliable experience than the mobile web browser. If the fan does not have the TM app installed, continue troubleshooting the mobile web. If the fan has the Ticketmaster app installed, have the fan open the Ticketmaster app by asking “Can you please open the Ticketmaster app and let me know what happens?” If the error persists, you can begin troubleshooting the TM app instead of the mobile web. Step 3 Sign Out on All Devices Suggested Probing Question: Are you logged into Ticketmaster on any other devices at this time? Fans should only use one device, browser, or tab to access our site at a time. When a fan tries to use the site on their phone, then goes to use the desktop site they may experience trouble accessing and using the site. Ensure the fan is signed out of Ticketmaster on all devices, browsers, and tabs except for one. Multiple sessions can cause errors and prevent successful sign-in. Step 4 Clear History, Cache, and Cookies These three browser data “memory banks” talk to the browser in very specific ways and, though separate, are also connected. Guiding the fan to clear their browser’s history, cookies, and cache removes outdated or corrupted data that may cause loading or login issues. History Tracks the specific website URL the fan has visited in the past. Cookies (aka Session Cookies) Remembers the website(s) the fan has signed into. Keeps the fan signed in to the website(s) for X amount of time. Cache Captures and provides a “picture” of each website visited to help load the page faster the next time it’s visited. 💡 The option(s) to clear the history, cache and cookies is typically located in the menu of the mobile web browser. Unlike a desktop browser, there may be two separate steps to clear the history, cache and cookies. Cache and Cookies may also be referred to as “browsing data” on mobile devices Ask the fan close out of the browser completely then reopen the browser and try to sign back in to Ticketmaster again. This will ensure the browser fully clears the old data and resets itself. Step 5 Try Incognito/Private Browsing (Chrome Only) If the fan is using the Google Chrome app and clearing the cache, cookies and history did not resolve the error, have the fan open the Ticketmaster site in an Incognito tab and try again. The steps to open an Incognito tab are similar to the desktop app: Click the vertical ellipsis menu icon. Select New Incognito Tab. Step 6 Install the Ticketmaster App If none of the troubleshooting steps resolved the error, have the fan install the TM app from the appropriate app store. Have the fan search for “Ticketmaster” in the appropriate app store. When the TM app is installed on the mobile device, even if the fan opens the mobile web to sign into the TM website, the TM app may automatically open. This is considered expected behavior. If a fan doesn’t want this to occur, they will need to uninstall the TM app. 📲 Ticketmaster App Troubleshooting Steps App issues often require a sequence of updates, sign-outs, and reinstalls. Expand each step for more details: Update the App Check the App Store (iOS) or Google Play Store (Android) for updates. Running the latest version ensures compatibility and fixes known bugs. Sign Out and Sign In Ask the fan to sign out of their Ticketmaster account in the app using the steps illustrated. Once completed ask the fan to: Close the TM app. Reopen the TM app. Sign back into the TM App. Uninstall and Reinstall the App If issues persist, uninstall the Ticketmaster app and reinstall it from the app store. This removes corrupted files and installs a fresh copy. 💡 It’s a good idea to ask the fan to also restart the mobile device after uninstalling the TM app. Restarting the mobile device after uninstalling the TM app fully clears the old app data from the mobile device. Try Mobile Web or Desktop as an Alternative If the app continues to have issues, suggest the fan uninstalls the TM App and instead uses the mobile web or desktop website as an alternative way to access Ticketmaster. VPN Connection A Virtual Private Network (VPN) may block specific websites from being visited, preventing a fan from accessing certain websites. Suggested Probing Questions: Are you connected to a VPN? Ask fans connected to a VPN to disconnect and try again. Slow Network Connection/Lag If multiple people are connected to the same network, a fan may experience a lag or slow connection. If a fan is experiencing a slow network connection or lag, determine how they are connected to the internet. Suggested Probing Question: Are you connected to the internet via wifi or mobile data? Public Wifi •Connect to mobile data network •Connect to a private/home wifi network (keeping in mind the number of people connected) Private Wifi •Connect to Mobile Data Mobile Data Network •Connect to a private wifi network (keeping in mind the number of people connected) SUMMARY OF STEPS: 📝 Summary of Steps Desktop Website Sign out and close all extra tabs, browsers, and devices. Clear history, cookies, and cache. Try using Incognito mode (Chrome only). Disable browser extensions and VPNs. Try a different browser or device if issues persist. MOBILE WEB Sign out on all devices and tabs. Clear history, cache, and cookies on your mobile browser. Try Incognito/Private browsing (Chrome only). Install the Ticketmaster app if problems continue. TICKETMASTER APP Update the Ticketmaster app to the latest version. Sign out and sign back in. Uninstall and reinstall the app if issues persist. Try using the mobile web or desktop as an alternative. Check your network connection (VPN, Wi-Fi or mobile data)