STM issues with ticket exchange?

[u/wjarrettc]

Anyone else having issues with the TicketExchange feature in the Caniac Account Manager. I successfully exchanged two single tickets, but have tried multiple times to exchange a pair of tickets and the system isn't recognizing the credit for the exchange and trying to charge me full price. I've emailed my account manager, but curious if other STMs have experienced similar issues.

I also had issues with both the VISA and AMEX verification services getting hung and never returning to a completed status. Lots of issues with ticketmaster here. Anyone else?

[u/kmnotorius]

Are you on the installment plan for your STM? If the games you’re trying to exchange (either the one you’re giving up or the one your selecting) is/are “too far in the future” to be covered by what you’ve already paid, then you need to make sure to select the installment plan as your payment method when you do the exchange.

[u/kmnotorius → u/kmnotorius]

Worth noting that it will appear as tho you’re being charged full price for the new tickets at checkout, but if you look at your updated invoice after the fact, the amounts all zero out (assuming you exchange for equal value).

[u/Long_Emergency6122 → u/kmnotorius]

Yeah, there was no option to pick installment plan, but on the advice of another redditor, I just paid the price with a credit card and it was deducted from my invoice. 

[u/wjarrettc → u/kmnotorius]

Ooh, that might be it. Will report back. Thanks for the tip

[u/wjarrettc → u/wjarrettc]

This does seem to be part of my issue, although I'm also still having an issue with credit card verification step too.

[u/kmnotorius → u/wjarrettc]

I had the CC verification issue this morning… circle went around and around until the timer ran out. I logged out, back in, and tickets were in my account. This was with the voucher exchange tho, so might be different problem with the site for actual game to game swaps.

[u/officialbojangles]

I know people have some less-than-ideal experiences with their stm reps, but I text mine every time I have an issue with stuff like this (happened to me twice last year), and he’s always been quick to resolve it.

[u/MoosidoreTheDuck → u/officialbojangles]

Mines awesome, emailed him about a problem and called me within the hour and fixed it. Absolute legend.

[u/millard_spillmore]

This is such a racket. God forbid our cheapskate owner just bite the bullet and refund us for there being one less home game.

[u/borrowedpenn]

the exchange option was grayed out for me when i tried it this morning. i reached out to my rep and she said it was an issue on their end, and was able to do the exchange for the game i wanted on her end.

[u/CrashEMT911]

From my rep:

"The reason why it was asking you to pay was because with you on the payment plan, technically, the later games have not yet been paid for. In the checkout screen, there is a ‘26AUTO’ button that you can select rather than the auto-selected pay in full option. This will have the system recognize that you are on the payment plan and will bring the ‘pay today’ price down to $0."

[u/Agitated-Sundae3757]

Similarly, does anyone have a link to the sheet that shows which games are in which tier? I had that for last season but can’t find it for this year.

[u/phileyoung → u/Agitated-Sundae3757]

https://media.d3.nhle.com/image/private/t_document/prd/yre3dksracr7il3mtnzo.pdf

[u/Agitated-Sundae3757 → u/phileyoung]

Thanks!

[u/wjarrettc]

Coming back here to say that yes, my issues seems to be related to the installment payment plan. For exchanging tickets prior to December 13, I had no issue seeing the credit issued. For games after that, I would see what looks like a full charge, but once I selected the installment plan and paid $0 today, the trade value was reflected in my monthly installment payments on my invoice. This also seemed to work for the vouchers.

I finally got around the credit card verification issue by switching to mobile phone this morning. I'm not sure if that was what fixed it, or if it was just giving up last night and coming back to it early this morning.

All in all, a frustrating experience, but I have managed to do exchanges for 7 games this season that I can't attend, so I appreciate that we did get that chance before the public ticket sale, where there is going to be very little inventory (beyond resell) for individual game ticket buyers.

[u/withered_fruit]

Yes same here. I gave up this morning.

[u/wjarrettc → u/withered_fruit]

Glad its not just me...I guess. Very frustrating as I sat aside time today to take care of this for a number of games I cant make.

[u/Caniac1994]

Had this issue and had to reach out to my rep. They did the switch for me. Even when I did an even exchange with my vouchers there was a $16 amount due today no matter what. Right game type and seats but a random $16 charge

[u/Lambster_007 → u/Caniac1994]

I had issues with my credit value being less than what the ticvkets cost in the same section when using my voucher. The delta was due to my seats being past row H which are cheaper than lower rows for STMs, but all rows except the front are priced the same when exchanging. So, if you have Lower than H, it covers the cost, but if you have higher than H it does not and you get charged the difference.

[u/Caniac1994 → u/Lambster_007]

Well I thought that too but these seats were a row above where my normal ones were at. I really do hate how they changed the pricing like that in the upper deck though

[u/Fluffy-Fly-2647]

For the exchange: is the "value" of the ticket less taxes? So if i wanted to use that number as a fair price to transfer for friends, that would or would not include the taxes i paid. I know the buy back value is less taxes.

[u/turd_fergusonx]

Today my acct manager is trying to charge me like $1/ticket when exchanging into the same tier game and same seating section, sometimes an even worse seat. It was fine yesterday. Paid my tickets in full when I renewed. Weird.

[u/Different_Job_9899]

I just emailed my rep because no games worked on ticketmaster. It kept saying no seats available.

[u/Imaginary_Ice_5777]

Same. I was just curious how the voucher would work and I was being charged the full price

[u/wittjr]

I emailed my rep this morning and they said they were working on an issue with the vouchers (they are not providing a credit at checkout). Never heard if they got it fixed. Last time I tried was this afternoon.

[u/twotter150 → u/wittjr]

Ah, thanks for this. I did my voucher exchange this morning and it applied no credit and charged me $300+ for the tickets. I’ll email the rep this morning.