Reissue a lost ticket

Outcome

You will locate an issued ticket by its QR serial or buyer phone number, reissue it with a new HMAC-signed QR, and verify that the old QR is revoked and no longer scans at the gate.

Before you start

• Sign in to the RushTik admin as an organiser-owner, organiser-admin, or box-office-staff.
• Have the buyer's phone number or the original ticket's QR serial ready.
• Reissue invalidates the old ticket immediately. The buyer's other valid tickets are never affected.
• Commission is collected from prepaid credit before tickets are issued. Reissue does not deduct additional commission — it reuses the original ticket's deduction.

Steps

1. Open the issued-tickets list

In the admin sidebar, select Events and open the event. Select Tickets from the header.

Expected result: the issued-tickets list opens showing all tickets for the event.

2. Find the lost ticket

Use the search box to find the ticket by QR serial or attendee name. Alternatively, use the buyer-recovery lookup at Refunds → Lookup to find tickets by phone number or email used at checkout.

Expected result: the search returns the matching ticket row. If the ticket is not found, confirm the phone number or serial is correct and that the ticket belongs to this event.

3. Open the ticket detail

Click the ticket row to open its detail page.

Expected result: the ticket detail page shows the QR serial, status badge (should be Valid), ticket type, attendee name, and the HMAC-signed QR code.

4. Reissue the ticket

On the ticket detail page, select Reissue. A confirmation dialog opens warning that the old QR will be revoked. Confirm the reissue.

Expected result: a toast confirms the reissue. The ticket detail page now shows a new QR serial and a new HMAC-signed QR code. The old serial is marked as Revoked in the ticket history.

5. Verify the old QR is invalid

At the gate, scan the old QR with a gate scanner.

Expected result: the scanner shows a red screen with "REVOKED — Do not admit". The new QR scans green with "VALID — Admit".

Troubleshooting

• Ticket not found by phone number: the phone number must match what was entered at checkout. Try alternative phone formats (for example, with or without the country code +95).
• Reissue button is disabled: the ticket may already be revoked, refunded, or cancelled. Only tickets in Valid status can be reissued. Check the ticket status badge.
• Old QR still scans after reissue: the gate scanner may need to sync the revocation list. Force a sync on the device (pull-to-refresh) or wait for the next sync cycle. The revocation propagates to all devices via the revocation feed.
• Buyer lost access to the wallet entirely: direct the buyer to the storefront refund-request page and use the "Lost your ticket?" recovery link. They can recover their tickets by entering the phone number or email used at checkout.

Related guides

• UG-ST-002 — Review orders and issued tickets
• UG-ST-004 — Refund, revoke, or cancel tickets
• UG-ED-003 — Open, operate, and close a gate scanner