If a customer has a valid ticket but it is showing as unavailable in their app with a clock then there is likely to be an issue with the device. Check the customer’s device time and date are correct and the timezone is set to local time.

If the customer’s device has the wrong time/date/timezone, the ticket cannot be displayed. Ask the user to correct the time/date/timezone on their device. They will need to go to their Clock settings and if the time is not already set to automatic/network-provided time then they will need to switch that on. If it is already set to automatic/network-provided time they may need to toggle this off and on again to reset it.

Changes to daylight savings mean that it may look like a ticket expires 1 hour earlier or later, but is in fact the correct duration. Read more about what happens to tickets when the clocks change.