FAQ - Frequently Asked Questions

Common Customer Questions

• I don't know if my order went through?

Ask them if they received a confirmation number and / or confirmation email or to login to their account and check the User Menu > Order > Order History or alternatively you can check the Control Panel > Box Office > Find Invoice / Ticket Pickup.

• How can I print my tickets?

When user completes the purchase, assuming that they have selected e-tickets as delivery method:

  1. They will see the tickets on the confirmation page and can print them directly
  2. Tickets are also attached to the confirmation email that the buyer receives
  3. They can login to their account and print tickets from: User Menu > Tickets > Print Tickets
  4. You can re-send the confirmation email to them from the invoice in Control Panel > Box Office > Find Invoice / Ticket Pickup

• I checked out as a guest and didn't create an account. Can I still login to manage, print, exchange or refund my tickets?

Yes, click on the sign in button, enter the email you used for the purchase and the system will help you to create a password by verifing your email.

• I need to change my delivery method?

Go to Control Panel > Box Office > Find Invoice / Ticket Pickup, find the invoice, click on the "Edit icon" for the invoice. Now you can change the delivery method for each ticket and click on "Update delivery methods"

• I need to change my seat or performance (I got the wrong tickets)?

Please follow Control Panel > Help & Support > Help & Instructions > Returning or Exchanging Tickets / Voiding Invoices

• Do I need to print my e-tickets or can I show on my phone?

If you are planning to use the phone camera or a barcode scanner that can read from the phone screen (most barcode scanners nowadays can read from the screen) buyers won't need to print their tickets and you can easily scan the tickets from their phone.

• I didn't receive a confirmation email?

Ask the buyer to check their spam folder. You can also re-send the confirmation email from the invoice. Browse to Control Panel > Box Office > Find Invoice / Ticket Pickup and edit the invoice

• I forgot my password? How do I sign in?

They can simply reset their password if they have entered the correct email address and have access to the email. Simply click on the sign in button, click on "Forgot password", wait a few minutes till you receive the password recovery code in your email and change your password.

• I cannot sign in and I don't get any emails from you. No welcome email, no password recovery and no confirmation email?

The buyer has probably signed up with a wrong email address or has had a typo in their email address. You can browse to Control Panel > Account & Settings > User manager and try to find the user by name. Then you can give them the actual email address they used to sign up or you can edit and correct the email address for them.

• I received multiple charges on my credit card

1- Check the Control Panel > Reports > Sales & Invoices to make sure they purchased only once. If they purchased more than once, you may want to refund or void the duplicates.

2- Authorization and not a Charge: When you charge a client through your payment processor, the process is a two-step process. First step is Authorization. If the authorization is successful, the system then re-validates the shopping cart and tickets and proceeds to Capture the funds. The system will not Capture the funds if the tickets in the shopping cart are not valid anymore. Also, the Capture may fail due to fraud protection system by the payment processor. It is important to know that an authorization is not a charge and will go away from the buyer's credit card statement in a few days or hours.

In this scenario, just ask the user to try purchasing tickets again.

This is also explained to the buyer in the FAQ section of your Contact Us page. Make sure you have not deleted the contact us page.

How to prevent un-captured authorizations

Even though un-captured authorizations are not a big issue and no action is required from you, it is best to try to minimize them.

Do not make any changes to the event when it is selling: Although the system allows you to make changes to your events or pricing at any time, such changes will reset the shopping carts of the buyers who are in the process of purchase and will cause bad experience or un-captured authorizations. You should try to finalize your event before start selling or make changes at the times that you have the least amount of traffic, such as late at nights. Try to avoid making changes to the event during the busy hours.

Other causes of uncaptured authorizations are very rare and are either due to fraud protection or temporary network or system outages somewhere in the card processing network and are out of your control.

• Seat selection on the seating chart options (Exact vs Limited)

We support 2 methods of seat selection.

1- Exact: Buyer clicks on a certain seat and gets that exact seat. If the buyer clicks on the row (instead of a seat in the row) it will work similar to limited mode and the buyer can select multiple seats in one click.

2- Limited: We do not allow user to exactly select their seat on the seating chart. Instead they can pick their row and preference in the row (left, center or right of the row). In this method, the buyer can buy as many seats in one click instead of clicking on each individual seat. This limitation does not apply to administrators and sales agents.

Why limited? There are several reasons for that. The most important is to protect you (the event organizer) from many single, fragmented unsold seats that would cause loss of profit to you. Buyers tend to leave a seat next to them vacant so they can sit more comfortably. This will result in single unsold seats throughout the venue and as a result, money loss for the event planner. Our limited method of picking seats, ensures that the buyer can get the seat they want while preventing abuse.

You can select the method that best works for you by editing the event, then going to the 'Details' tab and use the 'Seating Chart' option.

Administrator Questions

• I got a charge-back. What should I do now?

Read the charge-back to see if the buyer really qualifies for a refund or not.

If not and you want to fight back, simply respond to the charge-back with all the evidence.

The system can help you prepare a generic response with all the buyer and invoice details. Simply browse to Control Panel > Box Office > Find Invoice / Ticket Pickup, find the invoice, edit it and from the Actions menu choose "Prepare charge-back response".

You can either print it out as is or save it as html and open it in MS-Word to edit it. Just make sure to submit your response on-time.

• Where can I rent / buy equipment and supplies including barcode scanners, thermal printers, credit card readers, etc.?

Check out Ticketor Store for compatible devices.

• When and how do I get billed?

You will get your statements monthly (on the same day of the month as your original sign up), however, you may get charged anytime during the month for your current balance (for the tickets you have already sold and collected the money).

You will auto-pay for bills using your credit card or PayPal account on file.

Whenever you get charged, you will receive an email indicating that your payment has gone through and if the charge fails or is declined, you will get another email requesting you to update your credit card on-file and make the payment.

You can always see your statements including the on-going (in-complete) one in Control Panel > Account & Settings > Billing & Payments.

If you have unpaid balance and your auto-payment does not go through, the system may ask you to make the payment before continuing your use of the site. Please note that it will only affect you and not the buyers. The buyers can continue their use of the site and purchase their tickets as normal, unless you receive emails from us, warning you of blocking the site due to unpaid balance.

Sales Agents Questions

• I made a mistake in an invoice, what can I do?

  • You can edit the invoice from Box Office > Sales and make minor changes such as changing delivery method, shipping address or returning extra tickets
  • You can void the invoice and start over. Go to Box office > Sales, edit the invoice and click the "Void invoice" from the "Actions menu". This will also refund the payment transaction.
  • You can refund the tickets for store credit and use the store credit to purchase new set of tickets. Follow the instruction in "Control Panel > Help & Support > Help & Instructions > Returning or Exchanging Tickets / Voiding Invoices"

• Somebody is here to pick up their will-call tickets. What should I do?

Go to Box Office menu > Find Invoice / Ticket Pickup, find the invoice by confirmation number or name. Check their ID or Credit Card they purchased with. Click on the icon. The tickets should get printed with a receipt. Ask them to sign the receipt and hand out the tickets. The invoice will get marked as delivered with current date/time.e.

If the doesn't show up for the invoice, it means that it is either already delivered or the delivery method is not "Will-Call". Anyway, you can always re-print by editing the invoice and going to the "Actions Menu"u"

• I need to sell blocked tickets. How do I do that?

Ask your system administrator to grant you permission to "Sell Blocked Tickets"

• Can I use any shortcut keys to increase my sales speed?

Sure, Shortcut keys also known as hotkeys are available for the buttons and functionalities mostly used by the sales agents during the busiest sales hours to make the sales and print process as fast as possible.

These shortcuts are in the form of Ctrl + [a key] and are mostly available on the checkout page, confirmation page and the mini shopping cart at the top.

The shortcut key is either mentioned on the button or will be visible when you hover your mouse over the button.