Information to Collect

To ensure accurate diagnosis and efficient issue resolution, it is essential to collect detailed information during the troubleshooting process. Customers may occasionally provide inaccurate or incomplete descriptions, and issues can be difficult to reproduce due to variations in devices, environments, or specific conditions. Additionally, external factors may influence the root cause of a problem beyond the reported symptoms. The following sections outline key steps and considerations for gathering relevant data to facilitate effective troubleshooting.

For Purchase Related Issues please collect the following information.

• First & last name: This helps us search across the ticketing system and helps us address them appropriately.
• Email & mobile phone: Allows us to contact the customer and ask more in depth questions and/or resolve their issue.
• Where they were purchasing: This includes the following
  • Location: Online, Ticket Vending Machine, Customer Service
  • The Promotion or URL (if online):  (ex: tix.lvmonorail.com/promo-name/there-can-be-other-text-here-too/) – We are interested in the yellow highlighted area only.
  • How they got there: Did they use a QR code on the stations, an ad online, the LV Monorail website, etc.
• The device & manufacturer: Apple iPhone, Samsung phone, Windows or Mac laptop/desktop.
• The browser they are using: Safari, Chrome, Edge, potentially a Mobile App they were using.
• Description of their issue: What are the details of their issue, what are the steps they took, how many of each ticket type are they selecting, are they entering a single person or multiple people for delivery, what is the exact test they are getting in the error and more.

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For Redemption Related Issues please collect the following information.

• First & last name: This helps us search across the ticketing system and helps us address them appropriately.
• Email & mobile phone: Allows us to contact the customer and ask more in depth questions and/or resolve their issue.
• Ticket ID: This is located with every ticket except for some of our show integration partner communications.
  • Apple Wallet: Located directly below the ticket QR code.
  • Android Wallet: Located directly below the ticket QR code.
  • Print-At-Home Paper Ticket: Located near the middle of the page and is labeled Ticket ID
  • TVM or Customer Service Printed: TBD
  • TVM or Customer Service SmartCard: TBD
  • Integrated Show Credentials: This is typically the attendee registration ID and is included on the badge and listed on the mobile wallet credential. NOTE: for Maritz, attendees can print their badge info and in some instances the attendee registration ID is not included.
• The station: Which station were they at when they had the issue.
• The specific gate: This can be difficult since the gate number is near the base of each gate. They can describe the location of the gate and weather they tried one or multiple gates.
• What ticket medium: Were they using their mobile wallet, a paper ticket, smart card, a show badge or something else
• The device & manufacturer: Apple iPhone, Samsung, Motorola, etc.
• Description of their issue: What are the details of their issue, what are the steps they took, how many and what ticket types are they redeeming, what happened at the gate, what was the message displayed, etc. For added context please feel free to take pictures or have the customer provide any screenshots.