Q. Why is my ticket type not visible in the web shop?
A. First of all the ticket type's sale status has to be set to ready. Furthermore a ticket type has to be assigned to the sale channel you are viewing. The sale channel assignment can optionally have an on sale date range, verify if the ticket type is actually on sale right now. Finally, some configurations cause the ticket type to be invisible: adding a promotion code to the ticket type & configuring the ticket type as the result of a ticket type relation. Use the event checklist page for an overview of this.
Q. Why is my seat category not visible in the web shop?
A. First of all the seat category has an option to hide itself for ticket buyers, verify that this is off. Furthermore a seat category will only be shown if at least 1 ticket type assigned to the seat category is visible in the sale channel. Regarding ticket type visibility, see the previous question. Use the event checklist page for an overview of this.
Q. Why are all my ticket types marked as sold out? There is still capacity available.
A. There are 2 potential causes for a ticket type to be wrongly marked as sold out. First, verify whether you have configured custom barcodes for this event. If the barcodes have run out, the ticket type is marked as sold out. Second, it is possible that due to some data corruption the calculated capacity is wrong. To resolve this, simply set the capacity to unlimited, save, configure the capacity back to the original value and save again.
Q. What are the ideal dimensions for an event image?
A. Ideally, the event image’s measurements are 900x400, but the image scales down as the window’s width changes (scales to the center). That's why exact measurements don’t really matter since the image scales. Only the aspect ratio is really important.
Q. Why can't I seat my selection of x tickets?
A. First of all, your seat plan's logical coordinates should be configured correctly. Verify that the row you are trying to allocate x seats to, is configured as 1 horizontal adjacent row in the logical view of the seat creator. If that's configured correctly, it can be possible that your selection would leave a gap of 1 seat in the seat plan. If gap prevention is enabled, this selection is not possible.
Q. Why can't I seat my selection of x tickets?
A. First of all, your seat plan's logical coordinates should be configured correctly. Verify that the row you are trying to allocate x seats to, is configured as 1 horizontal adjacent row in the logical view of the seat creator. If that's configured correctly, it can be possible that your selection would leave a gap of 1 seat in the seat plan. If gap prevention is enabled, this selection is not possible.
Q. How come I don't have any results in 'Event sales'-report?
A. Verify the header of the filter. In this case the header is "Event", so all filters within this header are based on the event selection. This means that the sale channel filter will filter all events within that sale channel and not all tickets sold within that sale channel.
Q. Why is my ticket getting another layout than I am expecting?
A. The most specific configured ticket template is triggered. The trigger priority from highest to lower is: ticket type, event, sale channel, organizer, channel default. If sale channel is filled in when also configuring an event or ticket type trigger, all triggers have to apply or the template is skipped.
Q. Why doesn't the ticket e-mail offer a mobile ticket download?
A. The mobile ticket download option is included in the default ticket email. If you have overwritten the ticket email without including these dynamic fields, it will not show.
Q. What is the organization name of an organizer? What is the difference with an organizer?
A. The organization or holding company is provided on the self-service organizer registration page (new organization) as well as the team - create organizer page (new & existing organization). An organization is a group of organizers that share the same customer pool. See this article for more info.
Q. My season ticket seat has the status restricted and can not be sold.
A. A restricted seat status means that the seat has been sold as a single ticket in at least 1 of the accessible events. It will only become free again if the seat is free in all of the accessible events. To avoid this, we suggest to allocate specific seats for season ticket sale only.
Q. My season ticket doesn't have ticket per accessible event.
A. By default a season ticket gets a ticket for each of the accessible events. However, this is not the case if a season ticket is purchased after some of the accessible events have already passed. The season ticket will only generate tickets for upcoming accessible events.
Q. How can a ticket enter the event multiple times? How does that work for season tickets?
A. Each ticket follows the access control rules of its ticket type. In the ticket type configuration you can chose how many times a ticket can be scanned inside. A season ticket generates a ticket within each accessible event. Access control treats these tickets as if they were single tickets.