Organizer guide: Single game exchanges for membership holders
Single game exchanges allow season pass holders to swap a ticket from one game for another within the same season. This guide explains how the feature works and how to process an exchange on behalf of a member at the box office.
Overview
Season pass holders can now exchange individual game tickets they received through the issue tickets benefit — entirely self-serve through their Showpass account. When a pass holder can’t attend a specific game, their seat doesn’t go to waste: they can swap it for another game and another fan gets the seat instead.
Exchanges support both of the following scenarios:
- User-led: the member initiates the exchange themselves via their Showpass account.
- Box office-led: an organizer or staff member processes the exchange on behalf of the member.
💡 Note: Organizers cannot turn off single game exchanges — the feature is always active for eligible memberships.
Eligibility requirements
Single game exchanges are automatically available for season pass memberships that meet all three of these requirements:
| Requirement | Details |
|---|---|
| Issue tickets benefit enabled | Tickets must have been distributed to members via a ticket batch through the issue tickets benefit. |
| Revenue realization enabled | Must be turned on for the membership before any tickets are issued. This setting distributes season pass revenue across individual events and is required for exchanges to function. |
| Seasonal renewal frequency | The membership must renew at seasonal frequency (not yearly or one-time). |
If all three are in place, exchanges are automatically available — no additional setup required.
How exchanges work
When a member initiates an exchange:
- They select the tickets they want to give up from their order.
- Showpass issues them a temporary exchange credit equal to the value of those tickets.
- The credit is valid for one hour. During that time, the member selects new tickets for a different game.
- If the new tickets cost more, the member pays the difference. Exchanges to lower-value tickets are not permitted.
- Once the new purchase is complete, the old tickets are voided and the new ones are issued immediately.
The system ensures accurate revenue tracking throughout the exchange process.
Processing an exchange at the box office
If a season pass holder needs help exchanging a ticket, you can initiate the exchange on their behalf from the box office.
Step 1: Locate the customer
- In your box office, click the Add customer button.
- Select the Existing customer tab.
- Use the search bar to find the member by name or email.
- Click Add customer to open their profile in the cart.
Step 2: Find their order
- Click View profile on the customer in the cart.
- Select the Transactions tab from the left-side menu.
- Find the order containing the tickets to be exchanged.
- Click Order options and select Exchange tickets.
Step 3: Complete the exchange
- Review the exchange terms with the member and click Continue.
- Select the tickets to exchange and click Continue.
- Review the summary and click Start exchange to activate the exchange credits.
- Navigate to the new game, select seats, and apply the exchange credit at checkout.
- Complete the transaction — the old tickets are voided and new ones are issued immediately.
FAQs
Do I need to do anything to enable single game exchanges?
Not for the exchange feature itself — it’s automatically active. However, you do need to ensure revenue realization is enabled and the issue tickets benefit is set up before selling or renewing memberships for a season.
Can members exchange tickets from one season to another?
No. Exchanges are limited to tickets within the same season and same benefit.
What if a member exchanges a ticket but doesn’t complete the purchase in time?
The exchange credits expire after one hour and the original tickets automatically reactivate — no action required from you.
Can members exchange for a game that’s sold out?
Exchanges depend on ticket availability at the destination game. If a game is sold out, there may not be seats available to exchange into.
Need support? Our team is here to help. Get in touch with us by filling out this contact form.