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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.

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Backup Singer

Re: PDF/File Upload Errors and Issues

I'm trying to upload my tickets for Hop Along 4/18 and I keep receiving the message "There was a problem, please try again." I checked that the file is less than 5MB, not locked, and the original PDF of the tickets.

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Stubber

Re: PDF/File Upload Errors and Issues

Hey @aelkins417,

 

Thanks for reaching out to get help with this upload! Sending you a PM now to assist, so please click the envelope icon in the upper right corner of this page to view the message. Thanks!

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Team Mascot

Re: PDF/File Upload Errors and Issues

I get the same "There was a problem. Please try again." message when uploading PDF tickets. They are GA too, and the file is unlocked. 5 tickets in one file, but the upload page separates them properly, the error happens right at the end after pressing submit.

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Stubber

Re: PDF/File Upload Errors and Issues

@pueller One thing you can try doing as well, is to save a second copy of the PDF and upload that instead. It's an odd workaround, but it does work in certain situations. 

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Waterboy

Re: PDF/File Upload Errors and Issues

I can’t upload my file. I do not have chrome or safari. I tried Firefox and Edge. The file is less than the max size. It is not locked. I cleared my cache and closed the browser.
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Stubber

Re: PDF/File Upload Errors and Issues

@Alibeth Hi! Sorry for the issues with uploading! I will send you a PM to do everything I can to help. 👍🏼

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New User

Re: PDF/File Upload Errors and Issues

When I upload the tickets (pdf) I keep receiving the message "We had a problem reading that file. Please try again." The file size is well below 5 MB. Any suggestions? Thanks.

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Stubber

Re: PDF/File Upload Errors and Issues

Try creating a copy of the PDF in Adobe and then upload again. If that doesn't work, feel free to send a DM to me or any one of our moderators. We'd love to help out with that.

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Backup Singer

Re: PDF/File Upload Errors and Issues

I get error "we had a problem reading that file. PLEASE TRY AGAIN.

 

Shows 0 pages.

 

my file size is 1031kb

 

I did print the file once before I decided to sell the tickets.

 

help!

 

i do not want to list until I figure out what is wrong.

 

the file is attached to an email. I saved it to my computer desktop.

 

thank

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Stubber

Re: PDF/File Upload Errors and Issues

Hey there, @Mag100

 

Sorry for the issues with the PDFs. It sounds like it could be a few issues. Double check to make sure that the file was saved as a PDF and not a JPG or PNG. Also, double check to see if the file is "secured", you will know if it is secured because there will be a locked padlock. Something else you could try is - select "Print" on the PDF and you should have the option to "Save as a PDF". Please give that a try and let us know if there is any change. Please send me a private message if you need me to investigate this further. 

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