Urgent buyer or event-day issue
Include the event name/date, safe order reference, symptom, and time remaining before the event.
Escalate a time-sensitive issue
Use escalation for a paid buyer without a usable ticket, an event-day access problem, a suspected privacy/security issue, or a widespread platform failure.
Do not send sensitive access material.CornerPass support never needs your password, full card number, ticket QR, access link, scanner-pass link, provider secret, or raw webhook payload.
Report suspected exposure
Describe what type of information may be affected and when you noticed it. Do not forward the exposed value.
Before escalating
- For ticket email/access, try the secure ticket lookup once.
- Do not retry a payment or submit the same refund repeatedly.
- Do not ask a scanner to override ticket/payment/refund status.
- Collect only the safe details listed below.
Safe escalation details
- Event name/date and whether the event starts within 24 hours.
- Safe order reference or internal incident reference.
- A short description of the visible symptom.
- Approximate start time and whether one or many people are affected.
- For promoters: promotion/event name and authorized team role.
What escalation does
Escalation prioritizes diagnosis and routes the issue to the owning operations, payment, reporting, scanner, or release team. It does not guarantee a refund, create a ticket, approve entry, or bypass transaction/security controls.
If the issue is not urgent, use the standard support page.