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What Ticket Buyers See

Admin Manager

Use this page to answer buyers' questions about buying tickets and finding them again.

Quick steps​

What a buyer does:

  1. Opens your event link (or scans the booth poster).
  2. Picks how many of each ticket type with the – and + buttons, types their First name, Last name and Email, and ticks that they are old enough.
  3. Taps the button under the form (it counts the tickets, for example Get 2 Tickets).
  4. On the payment page, types their card details and taps Pay (the button shows the amount). With more than one ticket, they can first say who each ticket is for.
  5. Gets an email titled "Your tickets — (event name)" with a QR code for each ticket and a receipt.
  6. At the door, shows the QR code from the email, from View My Tickets, from their phone's wallet, or on paper.

Common questions​

A buyer can't find their tickets. Ask them to search their email for "Your tickets", and to check spam. If it's not there, check the email address on their order and click Re-send tickets. See Ticket Sales and Orders.

Do buyers need an account? No. They buy with just a name and email. Their My Tickets page is a private link in the email.

Are there extra fees? No. Buyers pay the ticket price, plus tax if your store charges tax. The event page says "No other fees."

Can a buyer send a ticket to a friend? Yes, while paying. Under Who's going? (optional) they can type each ticket's first and last name, and the friend's own email and phone. A friend given an email gets their own email with just their ticket, plus the day-before reminder and the location when it's revealed. The buyer still gets every ticket. After paying, you can change names from the order.

What language are the ticket pages in? Your store's language, unless the buyer picked another one on your website. That covers the event page, the payment page, My Tickets and the PDF tickets. The emails are in your store's language.

A buyer paid, but the page says "We're confirming your payment". The card processor was slow to answer. Tell them not to pay again. Their tickets are emailed as soon as the payment is confirmed. The order shows as Needs check until then. See Orders that need a payment check.

A buyer took too long to pay. Tickets are held for 15 minutes once they tap Get 1 Ticket (or Get 2 Tickets, and so on). The time left counts down at the top of the payment page. At zero, the form is replaced by "Your hold ran out — please choose your tickets again." with a Choose tickets again button. The tickets go back on sale.

Why can't buyers see my regular price yet? A ticket type whose Sales start hasn't come yet stays off the event page. If nothing can be bought until then, the page says "More tickets go on sale (date)." A type set to Sell at the door only never shows on the event page.

The event is sold out. What do buyers see? "SOLD OUT", with a form to join the waitlist. See Promoting Your Event.

Where do buyers see my refund policy? Your Refund Policy, Terms of Sale and Privacy Policy are linked at the bottom of every ticket page. Under the payment form it says "By paying, you agree to the Terms of Sale and Refund Policy." The tickets email includes the refund policy. See Ticket policies.

Why does the ticket say "Location revealed..." instead of the address? You set Reveal location at on the event. Until that time, the event page, email, My Tickets, wallet passes, PDF and calendar entry don't show the location. After it, the page shows it, and buyers who bought before then are emailed where to go. Tickets already in a wallet or printed don't change, so tell buyers to check View My Tickets on the day.

I don't see the wallet buttons. Apple Wallet and Google Wallet buttons appear only when Brother POS has wallet passes set up. Without them, buyers use the email, My Tickets or the PDF.

More detail: the event page

The Event Page​

Your event's link is your store's website address followed by /events/ and the event's page address. Copy it with Copy buy link in the Share box on the event's page.

The page shows:

  • At the top, the event name over a blurred copy of the Event picture, with the date and time, the location (or when it will be revealed) and the age (for example "Ages 19+").
  • A Get tickets box:
    • The group deal, if any — for example "Buy 4, get 1 free — the cheapest ticket in your order is on us."
    • Each ticket type with its price and – and + buttons to pick how many. + stops at the ticket's Max per order or at how many are left. If there is only one ticket type on sale, it starts at 1. If your store charges tax, the price says "+" and your tax's name (for example "+ HST"); if your tax is 0%, tax isn't mentioned. Under a type it may say "Sales ended", "Sold out", or how many are left (when 50 or fewer).
    • Boxes for First name, Last name, Email (your tickets go here) and Phone (optional).
    • Have a discount code? — only while the event has a code switched on.
    • A tick box: "I am (age) or older and will bring photo ID."
    • Two unticked boxes: "Email me news and events from (your store)" and "Text me news and events from (your store)". Texts need a phone number.
    • The buy button. It counts the tickets picked: Get 1 Ticket, Get 2 Tickets and so on. With no tickets picked it says Choose your tickets and can't be tapped.
  • The Event picture, under the ticket box.
  • About this event — your Description. Web links in it can be clicked.
  • Organized by — your store's name (the name on your website, if you set one), with your store's email and phone when they're filled in.
  • Hear about new events first — a sign-up for your news by email or text. See Promoting Your Event.

On a phone, the picture comes first, then the ticket box, About this event, Organized by and Hear about new events first.

If the event is cancelled or ended, or online sales aren't set up, the page says so and nothing can be bought.

Paying​

The payment page shows the number of tickets, the Total ("Total incl." your tax's name when your store charges tax), "You saved" if a discount applied, and "Code … applied" for a discount code. Under it, each ticket type is listed at its price, then the tax.

The time left on the hold stays at the top of the screen while the buyer fills in the form.

With more than one ticket, Who's going? (optional) opens a box per ticket with First name, Last name, Their email (optional) and Their phone (optional). Ticket 1 starts with the buyer's own name. Blank tickets stay in the buyer's name.

Then comes the card form, and the Pay button with the amount. Change tickets goes back to the event page. When a free discount code covers the whole order, there's no card form: the button says Get my tickets.

If the card is declined, the page says "Your payment didn't go through", with the card processor's reason underneath, and the buyer can try again (up to five tries per order).

More detail: the emails, My Tickets, wallet passes and PDF tickets

The Tickets Email​

Sent as soon as payment goes through. It has:

  • The event, date and location.
  • A View My Tickets button (View My Tickets & add to Wallet when wallet passes are set up) and a Print your tickets link.
  • Your event guide link and password, if you added them to the event.
  • Each ticket with its type, attendee name, QR code and code. When wallet passes are set up, Add to Apple Wallet and Add to Google Wallet buttons sit under each ticket.
  • A Receipt: the order number and date, each ticket type at its price, any discount, the subtotal, tax and total, and how it was paid (for example the card's last four digits and the approval code). Under it are your store's name, address, email and phone, and your GST/HST registration number if your store has one on file.
  • Your Refund Policy, with links to your Terms of Sale and Privacy Policy.

A friend the buyer named with their own email gets a separate email, "Your ticket for (event) (from (buyer))", with only their own ticket.

The Day-Before Reminder​

Buyers who bought more than a day ahead get "Tomorrow: (event) — your tickets" about a day before the start. It has their tickets again and the guide link, without the receipt. Friends with their own email get their ticket again too.

My Tickets​

The View My Tickets button opens the buyer's own page. No sign-in needed. It shows:

  • "You're going!" with the number of tickets and what was paid.
  • The event name, date and location.
  • Add to calendar — saves the event to their phone or computer calendar.
  • Print tickets (PDF) — while any ticket is still valid.
  • Your event guide link and password, if you added them.
  • Each ticket: type, attendee name, QR code, code, Add to Apple Wallet and Add to Google Wallet buttons (when wallet passes are set up), and "Checked in" with the time once it's been scanned.

A refunded ticket shows "Refunded — not valid for entry" instead of a QR code. If the event is cancelled, the page says "This event has been cancelled" and no ticket shows a QR code.

If the Event Is Cancelled​

Buyers who gave an email get a message saying the event is cancelled and that their tickets no longer work. It tells them you'll be in touch about their refund — the money goes back only when you refund the orders. See Refunding every order of a cancelled event.

Wallet Passes​

Each Add to Apple Wallet or Add to Google Wallet button adds one ticket. The pass shows the ticket's QR code, and your website's logo at the top when you have one.

When a ticket is refunded, or its event is cancelled, the pass is turned off: Google Wallet marks it inactive, and the Apple Wallet pass updates itself to show as voided with "Refunded" or "Event cancelled" at the top. Downloading the Apple pass again also gives the voided pass. Either way, the ticket scans red at the door.

PDF Tickets​

Print tickets (PDF) (or Print your tickets in the email) opens a PDF with one page per valid ticket, each with its QR code. Good for buyers without a smartphone.