User does not have visibility of tickets

If a user is expecting to have visibility of tickets but cannot see them, there are a few steps to follow:

Confirm the issue on the user account

As a first step, It is always worth confirming the issue on the user's account before you spend time on further investigations. 

To access the user's account, as an administrator visit Settings > Users and on the right hand of the user click the door icon:

This will allow you to see exactly what the user can see when the login. Browse to the category, use the Event Calendar (if enabled) or use the search to locate the event then review the steps below.

How to sign out as another user

To sign out as another user and return to your account, you will need to click the Sign out link on the yellow navigation bar that appears across the top of the screen when accessing another user's account. This appears as follows:

User cannot see an event listed

If the user cannot see an event via any method, it is likely the availability window has closed. Logged in as an administrator, locate the event and check whether the availability window expiry icon is showing next to the event name. 

Events that are outside the availability window will appear as follows:

If an event is outside the availability window and you need to make it available, Edit the event and on the Event Details tab, edit the Available From and Available To fields:

User can see the event but no tickets available

If the user can see an event, but it is show as no tickets available then it will either be sold out or there may be allocations of which they do not have visibility.

As an administrator, view the event page and check the ticket allocations and numbers remaining. If they are still tickets remaining in an allocation that the user should be able to access, you should check which division the user is registered to.

To check a user's division(s), visit Settings > Users to locate their user account. Click on their name to access their user record. On the user record screen, you can view the user's division(s) and edit their record to change their division(s) to change their visibility, if required.