"We didn't recognize that ticket info. Please double check..." error when entering barcodes

[gjbender1]

For weeks I've been receiving an error saying "We didn't recognize that ticket info. Please double check your section, row, seat and barcode info and try again." This is happening both on the desktop site and the app and happens both when I try adding the barcodes while I'm creating the listing and when I try adding barcodes after I've already created the listing. I'm looking at the phyiscal tickets from Ticketmaster and can clearly see the barcode that's printed, so this isn't an issue of not knowing the exact barcode or mistyping it over and over.

[Paul]

That is definitely something we can look into for you. In some cases, the barcodes won't be live if the event is a certain amount of time in the future. I'm going to send you a private message right now and we'll go over the details together and see what we can do to resolve that. 

[ticketbros88]

I am having the same issue trying to list Denver Broncos tickets.  Can you please help?

[Paul]

@ticketbros88 We have heard of similar issues with a few clubs, but we have identified some possible fixes. Some clubs are refreshing barcodes when creating hard copies, so it's possible that new barcodes have been issued from the team for those tickets. If that's the case, you'll want to reach out to the club to ensure that you have the most up to date barcode. 

If you received the tickets as a CSV file from Ticketmaster, if you go to your season ticket account manager and view the tickets, it's likely refreshing the barcodes when you view them, making the tickets from the CSV no longer be valid. If that's the case, you'll need to request an updated CSV form Ticketmaster by emailing partnerservices@ticketmaster.com and avoid going into your Season Ticket Account to view tickets/barcodes.

We have escalated these issues to both the NFL and Ticketmaster to see if they can prevent future issues with the barcodes inadvertently being reissued.

[ahnero]

hello, I'm having the same issue in that it's not recognizing the screenshots of my tickets. Paul - could you please message me privately?

[Paul]

@ahnero Sure thing! I'll send you a message now. 

[ctpadtefan1259]

Why can't I enter the section my tickets are in when they clearly say Orchestra Left at Garde Arts Center in New London, CT? Help!

[CameronJ]

@ctpadtefan1259 - There could be many reasons for this. From the map potentially being incorrect to the section name just not being entered correctly. Review the map we have on-site first and make sure to select the section from the drop-down menu when listing. Let us know what the exact event and date are you're listing for in a private message if this continues. 

We'll gladly review and see what the exact problem is. 

Thanks!