Most issues with online ticketing come down to devices, operating systems, or networks. Technology is constantly changing, and old tech can’t keep up with modern apps and mobile wallets.

Common reasons include:

• Device Compatibility: Older phones, tablets, or laptops may not be able to buy or scan tickets.
• Operating System: Wallet features require specific OS versions to function correctly. App or Network Issues: Outdated apps, multiple sign-ins on different devices, or secure corporate networks can sometimes block wallet functionality.
• Ticket Status: Newly purchased or transferred tickets may take a short time to become wallet-compatible.

• Check Your Email Address: Ensure you are signing in with the email address used to purchase the tickets, or the exact email address a transfer was sent to.
• Verify the Correct Platform: Confirm you are logging in directly to TIFF Festival Account Manager (rather than Ticketmaster.ca or the Year-Round Account Manager).
• Check Saved Logins & Multiple Accounts: If you have multiple Ticketmaster accounts, your web browser or password manager might be defaulting to saved credentials for a different account. Try signing out and manually entering the correct login details.

This message occurs when Ticketmaster’s security systems detect unexpected network activity—often triggered by security extensions, shared networks, or open tabs.

Quick Fixes to Restore Your Access:

• Switch Networks: Disconnect from VPNs or corporate/work Wi-Fi networks (these often trigger security blocks). Try switching to mobile data or home Wi-Fi.
• Check Open Tabs: Make sure you are not logged in or searching on multiple browsers or devices at the same time.
• Clear Browser Data: Clear your browser's cache and cookies, or try using an Incognito/Private window.
• Turn Off Extensions: Temporarily disable ad-blockers and privacy-focused browser extensions. Switch Devices: Try completing your request using a different web browser or mobile device.

Still having trouble?

Please review and try all the troubleshooting steps listed above in detail before reaching out.

If the issue persists, contact TIFF Customer Relations with your IP address so we can escalate the issue to Ticketmaster's technical team for investigation.

You can find your current IP address instantly by visiting whatismyipaddress.com.

Please note: TIFF Customer Relations cannot resolve network suspensions immediately, and there is no estimated timeframe (ETA) for resolution once an issue is submitted. Escalations must be processed directly by Ticketmaster, and submitting an escalation does not guarantee the suspension will be lifted.

If you aren't receiving your verification code when creating or signing into your account, it is typically due to regional network security restrictions or mobile carrier filters.

Troubleshooting Steps:

• Check Carrier Restrictions: International phone numbers or roaming networks sometimes block automated SMS verification messages. If available, try using a local SIM card or home network.
• Check Spam & Security Filters: Ensure your phone or carrier isn't filtering automated messages from unknown short-codes or international numbers.
• Try Alternative Verification: If offered, opt for email verification instead of SMS.

Still unable to receive a code?

If security restrictions prevent you from completing verification online, our team is happy to assist you directly:

• By Phone: Call TIFF Customer Relations for assistance over the phone (security verification questions required).
• In Person: Visit the Steve & Rashmi Gupta Box Office at TIFF Lightbox (government-issued photo ID required).

Your account safety comes first! Ticketmaster uses Persona verification to safeguard your account from unauthorized activity and keep tickets in the hands of real fans.

• Quick & Easy Fix: Simply follow the on-screen prompts to confirm your identity—it takes under fivw minutes to unlock online purchasing. (Note: TIFF Customer Relations cannot bypass this check on your behalf).
• Existing Tickets: You can always sign in to view and manage your current tickets without completing the check.
• Alternative Purchase Options: If you choose not to verify online, you can buy tickets by calling TIFF Customer Relations or visiting the Steve & Rashmi Gupta Box Office in person.

Learn more about Ticketmaster's Persona Verification.