Troubleshooting

Use these playbooks in order. Most issues are solved by context, role, or readiness checks.

Fast Triage Table

1. Page or Section Does Not Load

1. Refresh once.
2. Check whether requests are blocked by browser shields/extensions.
3. Try a clean browser profile or alternate browser.
4. Capture URL, UTC timestamp, screenshot, and visible error text.

2. Access Looks Wrong

1. Confirm active hub context.
2. Confirm role in that hub.
3. Confirm event staff permission for event-scoped actions.
4. Remember: privacy-by-default may return Not found instead of Forbidden.

3. Ticket or Check-in Fails

1. Open ticket and verify current status.
2. Open required forms and verify all required items are signed.
3. If guests exist, verify guest forms are completed too.
4. Re-scan after readiness state updates.

4. Refund Behavior Is Confusing

1. Confirm whether action is ticket-level or order-level.
2. In admin flows, open refund preview and read blocked reasons.
3. If partial, verify exactly which tickets were eligible and why others were excluded.

5. Push or Email Notifications Not Arriving

1. Confirm browser permission and push subscription health.
2. Run repair from Notification Delivery.
3. Confirm channel/topic preferences are enabled.
4. Check spam/quarantine for email.

Escalation Template (Copy/Paste)

URL:
UTC timestamp:
User role:
Hub/Event/Ticket/Order context:
Expected behavior:
Actual behavior:
Error text:
Repro steps:
Screenshot/log evidence:

Strong escalation context shortens time to resolution.

For additional ready-to-send templates (refund clarification, ops handoff, daily platform checks), use Support Playbooks.

Related Guides

• Required Forms and Waivers
• Purchases and Refunds
• Roles and Permissions