PDF/File Upload Errors and Issues

[DianaR]

Are you seeing one of the following errors with your upload?

“Double-check that your file doesn't contain a scanned or photographed image of your paper ticket and try again.”

“We had a problem reading that file. Please try again.”

“The file you are attempting to upload exceeds 5MB…”

Here are the most helpful troubleshooting steps:

1. Clear your cache and cookies (temporary internet files), then close all open browser windows. Open a new browser window, and attempt the upload again. Note: Google Chrome and Safari are both optimized for our site.
2. Verify that the size of the ticket file is 5MB or less. If not, we recommend using a file compressor to reduce the size without editing the file itself.
3. Verify that the file is a PDF, JPG/JPEG, or PNG (other formats are not accepted in our upload tool).
4. Try uploading the file from a different technology type/access method. For example, if you are seeing the error when uploading on a mobile device, try doing the upload/listing from a regular computer browser instead.
5. Check if you have the option to click “I’ll upload later”, as this will allow you to get the listing active and then upload through your “Sales” portal if the ticket is sold.

If the error is “This file's permission does not allow us to validate it. Please try uploading a valid file.” we recommend trying the following steps:

1. Locate the PDF file saved on your computer
2. Drag and drop the file to a Google Chrome browser window
3. Hit Ctrl + P, or right-click and select “Print”
4. Next to “Printer Destination”, select “Change”
5. Choose “Save as PDF”
6. Save your file (the new file will be in an unlocked status)

"This event is happening soon. You'll need to upload your tickets now." or "It looks like the event name for the tickets you uploaded doesn't match the event name for the listing. Please review your listing before posting it." - To resolve this, please ensure that you have entered the row and seat numbers on the upload page. You can click "Confirm" on the error to be taken back to the page, and we recommend using "GA1", "GA2" etc if the event/section is general admission only. 

Worried because you only want to list/sell some of the tickets you bought, but they are all on one PDF file? The great news is that our PDF splitter (built into the listing process) will let you select only the ticket(s) you want to sell, and then remove the other pages entirely. Once the listing is created, you can confirm what tickets are available in our system by clicking (below the listing in your profile) to the "See actions" drop-down and click "View Tickets".

Upload still not working? Please reply to this topic or private message any Community Moderator so we can help further.

[shells]

I am also getting an error when trying to upload my tickets.

It only says "There was a problem, please try again."

[DianaR · Accepted solution]

Hi there, @shells!

I am sorry you're having trouble with the upload. I've moved your post to this thread as it contains the best troubleshooting steps available for the error. If after looking at these factors you are still unable to upload the file, please send any Community Moderator a private message. We are happy to assist further!

[U2Crazie]

Hi, I havent found what I am looking for. I need to upload one ticket and I am getting the same message. Could you help?

[JakeK]

Hey @U2Crazie! Sorry to hear about the trouble with getting your ticket uploaded. If you send me a private message with the email address and postal/zip code linked with your account, I would then be able to review and assist you further with the issue at hand. 

[Lorelei528]

I keep getting an error message to try again later?

[DianaR]

Hi @Lorelei528,

I hope you don't mind I moved your post to this thread so you can use the troubleshooting steps above. If you're still having trouble after you check the items above, please feel free to private message me and I'll gladly assist. Good luck with your sale!

[BeckyNenn77]

Hi, I've created a listing and uploaded my tickets for an event happning this Saturday, but after assigning seat numbers (although there aren't any for this event) and clicking Submit, I get the error 'There was a problem, please try again.'

[DianaR]

Hi @BeckyNenn77,

I moved your post to this thread, as it contains troubleshooting steps for upload errors like the one you're seeing. If none of these resolve it, please send me (or any Community Moderator) a private message so we can look into this further. It is excellent if you include the email and zip code on your account so we can be as efficient as possible for you, thanks! 

[JakeK]

Hey @sam810! In most cases, the error that could be occurring would be because the tickets are currently in a locked format! I would recommend trying these steps to upload the tickets as this should clear the error you are receiving! Also, try clearing your cache and cookies through your web browser as this should help with any errors on site as well!