Frequently asked questions

The questions below come back in almost every conversation. They are grouped by subject, and with every answer is the article that covers it in full.

If your question is not there, search at the top of the manual — or write to us. Every email reaches someone who helped build the system, and a question about your own situation is never too small.

Getting started

How long does it take before I can sell? Half a day's work for yourself, and one to five working days waiting for your payment provider. So start at least two weeks before your advance sale. See Getting started.

Do I need a website? No. Your ticket shop is a page in its own right, with its own address that you can share anywhere. If you do have a website, you put a button on it. See Embedding your ticket shop.

Do I have to install anything? Not for selling: everything happens in a browser. Only to scan at the door do you install an app on a phone. See Scanning app and scanning staff.

What does a large event cost if I do not want a subscription? Every event sells free of charge up to a hundred paid tickets. If one goes over that, you pay €19 for that event, one-off. That is possible twice per calendar year; from your third large event in the same year a plan belongs with it. See Your plan, your invoices and pausing.

Can I try it out without paying? Yes. You start on the free plan, and it stays free. See Your plan, your invoices and pausing.

Do I have to be a non-profit? Not to collect free registrations. To receive money online you do need a company number with most payment providers. See What is a payment provider?

Money

Do you get a share of my ticket price? No. There is no amount per ticket and no percentage of your revenue. You pay a fixed monthly amount, or nothing on the free plan. See Payout and costs.

Where does my visitors' money end up? Straight in your bank account, via your own payment provider. We never receive it. See What is a payment provider?

When is it in my account? According to your provider's schedule: daily, weekly or monthly, and your first payout takes a little longer. See Payout and costs.

Why does the amount in my account not match my sales? Your provider keeps back its transaction cost, and one transfer usually contains several days of sales.

Do I have to charge VAT? That depends on your activity and your country; cultural admission is reduced or exempt in many countries. The platform charges what you set and gives no tax advice. Check with your accountant. See Products and prices.

Selling

What is the difference between a product, an event and a time slot? A product is what you sell. An event is a product with a fixed date that ends afterwards. A time slot is an hour with a maximum number of seats. See Events and Time slots.

Can I have different prices for online and at the door? Yes, with the channel on the price. See Products and prices.

Can I collect free registrations? Yes, set the price to zero. The same order, the same confirmation, the same scannable ticket, without a payment. That works without a payment provider too.

Can I give members a discount? Yes, with a discount code you pass only to your members and that you limit. See Discount codes.

What is the difference between a discount code and a gift voucher? A discount code is a rule that stays in existence; a gift voucher is prepaid money that is used up. See Gift vouchers.

Can I sell my tickets through other sites as well? Yes, via a reseller such as GetYourGuide or Tiqets. See Selling through resellers.

Orders and visitors

A visitor cannot find their email any more. What now? Look up their order and send the ticket again. The code stays the same, so no second valid ticket comes into existence. See Following up orders.

Can I delete an order? No. Orders are accounting documents. You can cancel and refund, and then what happened stays visible. See Refunds and cancellations.

Do I have to refund when an event is cancelled? Getting their money back is your visitor's right. You may offer a gift voucher, but never choose it on their behalf.

Can a visitor pass their ticket on? Technically yes: whoever has the QR code gets in. If you do not want that, put it in your own terms and ask for the name when ordering. See Privacy and terms.

Can somebody get in twice with the same screenshot? No. A ticket is used up after one scan; a second scan gives a warning. See Scanning app and scanning staff.

At the door

What do I need in order to scan? A phone with the app, and somebody with an account that may scan. For a volunteer at the entrance that is the scanner role; owners, administrators and desk may do it too. Nothing more. See Scanning app and scanning staff.

What if there is no internet at the door? The app fetches the list of today's valid tickets in advance and keeps scanning with it. As soon as there is a connection again, it sends its scans on.

Can I still sell at the door as well? Yes, with the desk till, in a browser on a tablet or laptop. The desk till is part of the paid plans. See The desk till.

Does the ticket work in Apple Wallet or Google Wallet? Yes, with a button in the confirmation email and on the ticket page. See Wallet passes.

People and rights

How many staff may I add? That depends on your plan; within your package you do not pay per user.

Which role do I give a one-evening volunteer? Scanner. They see no amounts, no orders and no settings — exactly what you want when that phone disappears into a coat pocket. See Staff and roles.

Can somebody work for two organisations? Yes, with one sign-in and their own role per organisation.

Privacy and terms

Who is responsible for my visitors' data? You. We process it on your instruction. So a visitor who asks for access or deletion has to come to you. See Privacy and terms.

Do I have to write terms myself? Yes. What happens in the event of a cancellation, whether a ticket may be passed on, up to when somebody can cancel: those are your agreements with your visitor, and we cannot make them for you. Put them on your own website and fill in the link under Settings → Organisation, Look and feel tab. See Privacy and terms.

Do you see my visitors' card details? No. Those go straight to your payment provider.

When something goes wrong

A payment succeeded but the order is still open. Your provider's message has not arrived. The money is there. See When a payment fails.

My visitor cannot see Bancontact. Switch Bancontact on in your provider's dashboard. What your visitor sees comes from them.

I have lost my password. Use Forgot password? on the sign-in screen. For your payment provider you recover the password with them.

There is a mistake in my ticket price and I have already sold some. Put an end date on the existing price and create a new one. Old orders keep the price they were sold for. See Products and prices.

I need help from a human being. At the top of the menu, click Support and then New request. You get the answer by email and on that screen, and we see straight away which organisation it is about. When it is about one order, add the order number. Then we do not have to go looking first. Only the owner and the administrator see Support; if you have the desk or scanner role, ask one of them. If you cannot sign in, email us, with your organisation code.