If your Conet Pass tickets have not arrived after payment, the issue is almost always resolved without contacting support. This guide walks you through every recovery step in order — from checking your inbox filters to using our self-service tools — so you can access your tickets and start your journey without delays.
Quick Summary
- Check your spam, junk, and promotions folders first, most missing tickets are accidentally filtered there by email providers.
- Use the Ticket Recovery tool, it operates seamlessly even if you accidentally typed your email address incorrectly at checkout.
- If the recovery tool does not resolve the issue, do not use the request forms; instead, reach out directly to our dedicated support team via the Assistance Form.
- You will always receive your passes, a completed payment strictly guarantees your booking reference and your digital transit tickets.
- Your confirmation email also includes a free Ubigi e-SIM with 500 MB of preloaded data, remember to activate it to ensure you land with a working mobile data connection.
Why tickets sometimes do not arrive
After a successful payment on our official website, Conet Pass sends two separate emails: an order confirmation containing your unique booking reference, followed shortly by a second email containing your downloadable digital tickets or voucher codes. In the vast majority of cases, both arrive within one to five minutes.
When messages do not appear in your inbox, the most common reasons are:
- Spam or junk filters have automatically redirected the email before you saw it.
- A typo in your email address occurred during the checkout process, preventing our automated distribution system from matching your inbox to your purchase.
- Corporate or institutional network firewalls are blocking automated messages that contain outgoing links or transaction QR codes.
Step 1 — Check your filters and verify system status
Before opening a formal support request, complete these essential structural checks:
1. Search all folders: Look inside your Spam, Junk, and Promotions folders. Search specifically for the sender keyword “Conet Pass”.
2. Verify transaction completion: Check your banking app or credit card statement to confirm that the funds were successfully drawn.
3. Ticket availability notes: If you receive a system alert stating that a ticket you are trying to download is not yet available, our platform will notify you immediately as soon as it goes live. In these specific cases, we simply recommend attempting to download the file again every 10 minutes. Please note that the initial confirmation email itself will not be automatically re-sent.
Step 2 — Use the self-service Ticket Recovery Tool
If your inbox remains completely empty, your email address likely contained an accidental typo during checkout. To resolve this instantly without waiting for a customer agent, use our Ticket Recovery Tool:
1. Go to Ticket Recovery
2. Enter the email address you used at checkout, even if it was incorrect, the system can locate your booking
3. Enter your first and last name as provided during purchase
4. Access your reservation and download your tickets directly from the page
Step 3 — Submit an Assistance Form
If the Ticket Recovery tool is unable to locate your booking profile due to deeper discrepancies, skip all standard submission links and contact our technical help desk directly:
1. Access our official Assistance Form
2. Provide your full legal name, the date of purchase, the destination city, and the alternative email address you wish to use.
3. Attach a clear screenshot of your bank transaction or payment provider receipt to help our team locate and verify your profile manually.
Our support agents process these assistance requests sequentially. If your scheduled travel date is imminent, make sure to highlight this clearly in your message text so it can be flagged for priority handling.
Frequently Asked Questions
Does Conet Pass validity start when I download my ticket?
It depends on your pass format. For passes that activate at first use, the most common model, the countdown does not start when you access or download your ticket. The clock only starts when you first scan your QR code at a transit gate or onboard reader. For passes that require a specific provider’s app, the countdown starts the moment you import your voucher and activate the tickets inside that app, not at your first journey. For calendar-day passes, the clock starts on the calendar day you choose to make your first validation. Your confirmation email specifies which model applies to your pass. When in doubt, wait until the morning of your first travel day before downloading or importing your voucher code.
Yes. Conet Pass validity never starts at the moment of purchase or email delivery. If your pass uses the standard “valid from first use” model, the countdown remains stopped until your first scan at a transit gate. If your pass uses a calendar-day format or requires a provider’s app, the clock is tied strictly to your first validation day or your manual import action inside the app. A delay in receiving or accessing your confirmation email has no impact on your purchased travel time.
It depends on your specific pass. The instructions in your confirmation email explain how to access your ticket correctly and whether a data connection may be required at the point of validation. Always refer to those instructions before travelling. To avoid any connectivity issues upon arrival, we recommend activating the free Ubigi e-SIM included in your confirmation email before you travel, so you have data available from the moment you land.
The Ticket Recovery tool says it cannot find my booking. What should I do?
Try entering different variations of the email address you may have used at checkout. If none work, do not use the standard ticket requests; instead, submit an Assistance Form. Include your full name, any email variations used, and attach your banking transaction proof so support can locate it manually.
The tool matches your booking using the exact name and email address entered at purchase. If the name you type does not match what was submitted at checkout, the system will fail to locate your profile. Try entering the exact name as written—including any abbreviations or alternative spellings. If you still cannot locate your booking, contact support through the Assistance Form.
