Customer's tickets will be shown within the app if the account they have logged in with, matches the account they have ordered their tickets through.
This might be different from the email address their receipt was sent to!
If a customer is struggling to locate their order they can use our Order Finder. This will help them locate which account the order is attached to, and resend the email receipt.
If they have entered an incorrect email address and didn't receive their download email, they will need to get in touch with our customer support team by heading here.