There was no issue with the experience itself, it was more getting my ticket to go up the tower which was the issue. I'm very lucky my Shanghai tour guide not booked through Viator decided to stay with me while visiting the tower. I arrived with my supplied voucher and lined up at the ticket desk as advised, with my guide. The lady behind the counter wasn't interested and told us to use the self-service ticketing machine. There is no english options, so my guide had to try and redeem the ticket. No matter which number she entered, no ticket would print. Another attendant came over and said to ring the helpline on the voucher. My guide called the number and spoke in mandarin to the helpline. She hung-up, they were checking their system and were going to call her back. They called back and quoted a number over the phone which she typed into the self-service ticketing machine. My ticket was finally printed. I don't know what I would have done if my guide wasn't there. Staff weren't helpful and weren't interested in helping.