Deferred Ticket Downloads

Documentation Index

Fetch the complete documentation index at: https://docs.nuwebgroup.com/llms.txt

Use this file to discover all available pages before exploring further.

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Overview

Deferred ticket downloads let you prevent customers from downloading their tickets immediately after purchase. Instead, tickets are withheld until a configured time window before the event starts — for example, 3 days before the event. This is useful when you want to:

• Reduce the risk of tickets being shared or resold before the event
• Control the timing of ticket distribution for operational reasons
• Ensure customers have up-to-date ticket information closer to the event date

The feature applies company-wide to all events. Each event’s download availability is calculated individually based on its start date.

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Enabling Deferred Downloads

Deferred downloads requires a feature flag to be activated for your account. Contact your account manager to request access. Once the feature flag is active, configure the settings in your admin panel:

1. Navigate to General Settings
2. Find the Enable delayed access of tickets toggle and set it to enabled
3. Set the Time before event value — this controls how long before the event start time tickets become available for download
4. Click Save

The time can be configured in hours, days, or weeks (minimum 12 hours). For example, setting 3 days means customers can download their tickets starting 72 hours before the event begins.

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What Happens When Downloads Are Deferred

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At Checkout

When a customer completes their order, the order confirmation email adjusts its download message. Instead of the usual download prompt, it says:

View details of when you can download your tickets, and download them when they become available.

This links the customer to their download page where they can see when their tickets will be ready.

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On the Download Page

When a customer visits their download page before tickets are available, items are separated into two groups:

• Available items — any items that can be downloaded immediately (non-event products, or tickets for events that have already entered the download window)
• Tickets not yet available to download — event tickets that are still in the deferred period

Each deferred item shows Download from [date] with the specific date and time the ticket will become available. The download button is disabled and cannot be clicked. If the order contains a mix of available and deferred items, the download button changes to Download available items to make clear that only the available items will be included in the download.

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When the Download Window Opens

A scheduled process checks every 30 minutes for events that have entered the download window. When an event’s deferred date arrives, the system automatically sends a deferred tickets email to every customer with tickets for that event. The email contains:

• The event name
• A message confirming tickets are now available: Your tickets are now available to download, please use the links below to download your tickets
• A Download button for each event’s tickets
• A link to the customer’s account (for registered customers)

After receiving this email — or simply by revisiting the download page after the deferred date — customers can download their tickets normally.

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Which Items Are Affected

Deferred downloads only applies to items that are:

• Tied to an event — regular tickets and season tickets linked to events
• Downloadable — items that would normally generate a PDF or wallet pass

Non-event products, gift vouchers, and other items without an event association are not affected and remain available for immediate download.

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Admin Downloads

Admins can still download deferred tickets through the admin panel regardless of the deferred period. This allows staff to print and post tickets or handle customer service requests without waiting for the download window to open.

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Related Pages