Can’t open ticket wallet on ovo arena app

Helloo, 
Yeah, same issue with you  ​@BigdonJac . No tickets have shown on the axs app, contacted ticketmaster and they didn’t really say much but to contact wembley ovo directly. no way around it 

I see. In that case you’ll need to talk to AXS - details are listed above.

I could open the wallet section and show the ticket QR code to the first security, afterward I lined up a bit more and got to the second security in front of the venue, that was when this error message showed up and I was not able to open my ticket anymore…
The guy in the box office helped and told me to use the AXS app, which it worked and I was able to get into the show…
Now I am typing this message after a few months, that this error message is still in my OVO Arena app and I have 3 more shows to go to this year, only one of them have the ticket showing on the AXS app, but not the other two… I can’t open the wallet section for the ovo arena app still… I am worried :(

Hey ​@Hachiware 

Sorry to hear about the issues you’ve been having with the tickets, I did check this with the team.

They’ve advised for now to access all OVO Arena Wembley tickets through the AXS app (AXS are the Wembley ticketing partner) when this issue comes up for accessing tickets via Arena Wembley the app. The team are aware and looking into this issue. Hopefully they’ll be able to correct this soon.

I hope the advise was helpful and you have a great time at your upcoming events!😊

​@Tomzy ​@BigdonJac  Have you been able to sort the issue of them not showing in the AXS app at all? Having the same issue and getting increasingly worried coming up to the date haha. 

Hi ​@ningningz ,

As mentioned, in this situation please contact AXS for help with that, as they’re the ones responsible for the system. OVO Support can’t help with this one as it’s not part of OVO’s own systems.

Sorry to hear you’re having issues. I’ll ask the team for an update on this ​@ningningz.

Hello ​@ningningz I’ve had an update from the team:

Tickets are typically sent over between 2-7 days before the event by the ticketing company in this case AXS, so I'm assuming the shows they haven't received tickets for are happening later in the year i.e. outside of the 2-7 day window - I would check with them re the events they're going to and the dates of these

Unfortunately either way we can't help with ticketing, if they want to speak to someone they need to contact AXS by calling +44 0203 481 5506 or emailing supportuk@axs.com. They can also use the chat bot on the AXS website.

Wembley are aware of this issue with there app and are looking into it - there advice for now is steering people towards AXS.

​@Abby_OVO Thank you for your reply, just wondering is there an email or someone I can contact in case the app team is not able to fix the issue in time? 
I have three shows this year and only one show’s ticket is showing on the AXS app, which means I will have nothing to show to the entrance staff when I arrive the venue apart from my receipts :(

Thank you so much in advance

There is. Please note that if it’s too far ahead, you might not see the tickets anyway.

If you need help now such as a ticket for tomorrow (or less than a week away!) not showing up, try these options:

• The online AXS help centre - https://support.axs.com/hc/en-gb or
• AXS Customer service telephone - 0203 481 5506
• AXS Customer service email - emailing supportuk@axs.com