❓FAQs
Frequently asked questions about using Ticket Tailor
By Rhio and 3 others4 authors154 articles
- Hello 👋Let's get you started with Ticket Tailor.
- What is the difference between a box office and an event page?
- Why am I being logged out?Troubleshooting to help you stay logged in to your Ticket Tailor account.
- How fees are displayed for events in GBPThe total cost of a ticket (including booking fees) is displayed upfront.
- How to use the Ticket Tailor widget with a Content Security Policy (CSP)Learn how to embed the Ticket Tailor widget on pages that use a Content Security Policy.
Event setup FAQs
Advanced setup questions for designing your event pages
- How to add an image to your event descriptionAdd an image to your event description using the rich text editor in 'Edit event and tickets'.
- How can I create a private event URL?You can create a private URL via 'Event and ticket types' > 'Event settings'.
- Can Ticket Tailor handle large on-sales?Yes! Our ticket queue helps to keep your event live under high demand.
- What do my event summary analytics mean?A quick overview of what your event summary analytics are showing you.
- How to filter your events in your dashboardUse the 'Add filter' dropdown from your 'Events' page to find what you need quickly.
- How to check if an email broadcast was sent to a ticket holderOpen your event, then head to 'Email broadcasts' → 'Recipients'.
- Can I restore a deleted event?Yes, for 24 hours after you've deleted it.
- How can I set up an event with sliding-scale pricing?You can set up 'pay what you want' with different ticket types with different suggested prices.
- Why can't I see the map on my event page?Common reasons why your map isn't displaying, or is showing the wrong location for your event.
- What is the difference between 'Checked in' and 'Attended' on my event summary?'Checked in' counts check-ins and outs, whilst 'attended' is a count of individual tickets.
- Can I edit the ticket quantity of one occurrence in a series?Yes, by using an 'Override'.
- Can I edit the ticket price of an occurrence in a series of recurring events?Yes, by using an Override.
- Can I sell raffle tickets using Ticket Tailor?Selling tickets for a raffle, lottery or sweepstake is prohibited on Ticket Tailor.
- How can I share a draft event?Learn how to send a link of your draft event to someone else for review before you publish it.
- Can I include a seating plan?Yes, with our Seating Chart tool.
- Does Ticket Tailor have an app for attendee check-in?Yes!
- Can I use other ticket-selling agencies at the same time?Yes, you can use Ticket Tailor alongside other ticket agencies.
- Can I place a test order?Yes, when you're logged into your Ticket Tailor account.
- How do I limit the quantity of tickets?Go to 'Events' → 'Edit event and tickets' to adjust the quantity.
- How do I set a capacity limit across multiple tickets?Limiting capacity across multiple tickets. e.g. family tickets, by limiting your event quantity.
- What is the supplier directory?A hand-picked list of suppliers, contractors and software that will help your event run smoothly.
- Can I customise my ‘Add to calendar’ link?You can customise your add to calendar placeholder in your Event confirmation using HTML.
- Can my ticket buyers add my event to their calendar?Yes, with a placeholder in the event confirmation!
- How to take depositsTicket Tailor events can be created to break a payment down into multiple payments, for example, to take a deposit.
- How to add seasonal pricing and/or capacity to your recurring event with OverridesOnce you've created your recurring event, you can adjust seasonal pricing or capacity with Overrides.
- How to discount productsOffer promotional incentives on your products
- How to set up a waitlist before your event goes on saleSet up a waitlist and then hide your tickets.
- Can I add a waitlist for all of my time slots in one day?Yes!
- How do I make my event private?Adjust your event privacy settings from 'Events' → 'Edit event and tickets' → 'Event settings'.
- How can I schedule my event to go live at a future date?Set this up in 'Events' > 'Edit event and tickets' > 'Advanced settings'.
- How do I set the time zone for my event?Update your default timezone at any time by going to 'Box office settings' > 'Basic settings' > 'Timezone'.
- How to change my event time to a 24-hour clock formatYou can choose if you would like the time on all of your Ticket Tailor events to show in military time, or the 12 hour AM/PM format.
- Can you translate my event page?Yes, from your 'Box office settings'.
- Can I pick my basket hold time?Select the amount of time your customers can keep tickets held at checkout in 'Box office settings' > 'Basic settings'.
- How to filter your eventsThe search and filter tools can help your mega-fans find the events their looking for even faster.
- How to change the text on your ticket selection buttonSet a custom button CTA on your event page from the 'Advanced event settings'
- Where can I add sales tax / VAT to my tickets?You can add sales tax for your box office, or for a specific event.
- Why use the Ticket Tailor check-in app?
- Why can I see a 0 booking fee on my event?If you have a booking fee set for one ticket, all tickets will show a booking fee.
- Why does my revenue in my dashboard show a different number?We updated the way we calculate revenue on 18th Nov '24 to be more accurate.
- How to collect attendee namesEdit your checkout form from your box office settings, or for a specific event.
- How to copy an eventLearn how to duplicate a past or existing event.
- How to disconnect your custom domain from your box officeHead to your Box office 'Settings', 'Custom domain', and then click 'Disconnect domain'.
- How to redirect ticket buyers back to your website after buying ticketsHead to 'Events' → Select your event → 'Edit event and tickets' → 'Advanced settings' → 'Redirect order confirmation page'.
- Troubleshooting your custom domain setupTips on how to troubleshoot setup issues with your custom domain.
- How can I view past events?It's simple — just navigate to the 'Past events' tab from your Events page!
- How to change the picture on your event pageUpdate the image, photo or picture on your event page via 'Edit event and tickets'.
- How fees are displayed for events in USDThe total cost of a ticket (including booking fees) is displayed upfront, based on the FTC Junk Fees Rule.
- How do I edit the currency for my event?You can sell tickets in over 20 currencies from 'Event settings' > 'Currency'.
- What does the 'Event capacity' tracker show?A quick way to see how close you are to selling out
- How to ask ticket buyers to sign a waiverAsk your buyers for a signature in your checkout form
- How to delete an eventHead to 'Events' → Select 'Delete entire event' from the three-dot menu.
- Why isn't my third-party tool working on my checkout page?
- Why can I see 'Legacy Zapier'You are using an old Zapier integration. Re-connect Ticket Tailor with Zapier for a better experience.
- How to set up companion ticketsUse ticket dependencies to set up companion or carer tickets which must be bought alongside accessible tickets.
- How can I add checkout form answers in emails?Add your customer's answers to custom checkout form questions as placeholders in order confirmations and broadcasts.
- How can I move my event from Eventbrite to Ticket Tailor?It's incredibly easy to make the switch, with just a few simple steps.
- How can I set a sales tax or VAT rate per ticket type?Ticket Tailor applies one sales tax or VAT rate per event. Here's a simple workaround if you need to apply different rates to different ticket types.
- How can I create a waitlist for events that start in the future?Activate your waitlist, hide all of your ticket types, and publish your event
- How can I build a Ticket Tailor event with AI?With AI assist connected, you can ask Claude to build your event for you, from the title down to the ticket types.
- How can I put tickets on hold?A guide on how to set tickets aside for comps or VIPs
- How is my revenue calculated?Find the revenue for all of your events on your ‘Overview’ dashboard page, as well as on your 'Event summary' page for your individual events.
- How can I export my orders?You can export order details from the 'Orders' section in your Box Office.
- How to check tickets out in bulkReach out to customer support for help with this feature.
- How to see answers to your checkout form questionsYou can view customer information and answers to ticket buyer questions you've collected in the check-in app or via an export.
- How to send customer data to your widgetPre-fill data and pass metadata to your widget if it's hosted on a site where you store customer data.
- How to add buyer answers to order confirmations and invoicesAdd your customer's answer to a checkout form question to your invoices and order confirmation to use peoples details.
- How to get a seat number reportHead to your event, then 'Issued tickets' → 'Export doorlist'.
- How to download ticket barcodesDownload your barcodes to add them to physical tickets, or import into alternative check-in devices.
- How to choose where to send your 'new order' notificationsGo to your 'basic settings' to specify who should get notified about a new order.
- How to ban a ticket buyerBlock a ticket buyer's email from 'Settings' > 'Banned emails' so they can't buy tickets in your box office.
- Where can I find order and ticket information?View specific details for each issued ticket from 'Orders' or 'Issued tickets' in your event.
- How can I make sure my ticket emails don't go to spam?Ticket Tailor has 99% delivery success rates. Here's how to troubleshoot email failure reports.
- How to copy an Email broadcastUse the dropdown to 'Copy broadcast from...' to re-use a broadcast from a past event.
- What is a transaction ID?A transaction ID will appear on orders taken via Stripe, PayPal or Square.
- How can I filter my orders?To filter your orders, head to Orders and choose a filter from the"Order state" dropdown.
- How to void tickets in bulkCancel multiple orders in one go from your 'Orders' page
- How to edit a refund voucher amountUse the original voucher to buy a placeholder ticket, then refund that order back to a new voucher, this time for the correct partial refund amount.
- Why are ticket buyers seeing an error message on checkout?'This order cannot be processed because the total is below the minimum payment amount' and 'Account cannot currently make live charges' are both error messages related to your Stripe setup.
- How to use an alternative payment method with Ticket TailorEnable offline payments with a payment link redirect to use an alternative to Stripe PayPal or Square.
- Why is my widget redirecting?Usually, because your browser is blocking our cookies.
- How can I reconcile my payments with my ticket sales?Tips to help you match your payout with your tickets.
- How can my attendees make a donation?Head to 'Events' > 'Edit event and tickets' > 'Event settings'.
- How to set up Apple Pay and Google Pay for ticket salesIf you use Stripe or Square, you can accept Apple Pay and Google Pay in your Box office.
- Can ticket buyers pay with Klarna?Yes!
- What currencies can I accept?A list of all the supported currencies for selling tickets.
- How can my customers pay for tickets via invoice?Use offline payments to share invoice details with your customers.
- How to make sure ticket buyers don't pay booking fees?Want to absorb all of your fees so your buyer only pays for their ticket? Simple! You're in total control.
- How do I get my 1099 form?Download your 1099-K from your Stripe, Square or PayPal account.
- Why you might see cancelled transactions in StripeIf you've spotted a cancelled transaction in your Stripe dashboard, here's why it happens and what it means for you.
- 20% discount for B CorpsApply from your billing page with a link to your B Corp directory for a 20% off lifetime discount.
- How do Pre pay ticket credits work?You can unlock lower fees with Pre pay ticket credits.
- Is there a contract?
- I run a charity/not-for-profit organisation. Do I get a discount?You do! Apply from your billing page.
- How do I delete my account?Head to your 'Account settings' to delete your account.
- How does the free trial work?Your first 5 paid tickets are free to sell on Ticket Tailor.
- Why is my event suspended?Typically, because of outstanding Ticket Tailor payments.
- Where can I find my invoices?You can find your invoices in your box office 'Settings' → 'Billing' → 'Invoicing'.
- Do you have a yearly subscription?No, you only pay a small flat fee for what you use.
- How does Ticket Tailor compare with Eventbrite?
- What discounts do we offer?We offer a 50% charity discount, 20% PTA and B Corp discount and low fees for tickets under £5/$5. Free tickets are free.
- What are the terms for the low price discount?Read the full terms of our low price discount offer.
- How to find your fees per event?Head to 'Settings' > 'Billing' > 'Chargeable usage'.
- Why am I being asked to update my billing state and zip code?To comply with regulations, we might need billing address information from you when you sell tickets online using Ticket Tailor.
- Why can I see sales tax on my invoice?We charge Tax on our fees in certain US states.
- 20% discount for Better Business Network MembersMembers of the Better Business Network can get 20% off Ticket Tailor fees for life
- How do I change my box office link?From your box office 'Settings' → 'Basic settings' → 'Edit box office link'.
- How can I unsubscribe?Learn how to unsubscribe as a ticket buyer or event organiser.
- How can I remove the Ticket Tailor logo from my box office?Go to 'Billing' > 'Add-ons' > 'White label'.
- How do I change my contact details?You can do this in your 'Account settings'.
- What will my tickets look like?See what your default ticket design will look like.
- How do I change my password?Edit your password in 'Account settings' > 'Security and password'.
- How do I edit my tickets and order confirmation emails?Go to 'Box office settings' > 'Email templates' to edit the ticket email your buyer gets.
- What is Tazotix?Tazotix is an old version of the Ticket Tailor Check-in app
- Why can't I verify my email?Check your spam and junk filters.
- Box office verification FAQ’sTo protect your account someone in your team needs to verify your box office with their ID and a selfie.
- How do I turn off email notifications for ticket orders?Head to your box office 'Settings' → 'Basic settings'.
- How to set up two-factor authentication (2FA)Once you have your authenticator app installed, go to 'Account settings' > 'Two-factor authentication'.
- How can I add a logo to my box office?Add a logo to your box office for extra branding by heading to 'Box office settings' > 'Basic settings' > 'Default box office logo'.
- Why is my inactive box office getting deleted?We delete inactive box offices for privacy reasons.
- How can I delete my box office?Box office data can't be restored once it's been deleted.
- Can I ban purchases from a specific email address?Yes!
- How can I keep my account secure?Add 2FA and invite your team for free.
- What different team access permissions can I give to my team?Head to 'Settings' > 'Team access' to invite your team to manage your Ticket Tailor events and tickets for free.
- Why can I see 'Get the most out of Ticket Tailor'?Explore these recommended features to take your event to the next level
- What is a Box office?Your online ticket shop, where all of your events live.
- What emails will I get as an organiser?How to manage your notifications about new ticket emails, and emails from your buyers
- How to show your events in a calendar view within your widget or box office pageLearn how to display your events in a familiar monthly grid layout for your ticket buyers.
- How to show the lowest available ticket prices on your calendar
- Why am I taken to the box office overview screen after logging in?Select 'Manage box office' to view your events, tickets and orders.
- Why am I seeing "Invalid or expired token" when I try to log in?This message is a harmless login check. Type your email and password manually to log in.
- Where can I find settings in Ticket Tailor?How to navigate Ticket Tailor, and a quick explanation of where to find popular Ticket Tailor settings and features.
- Will my event show up on Google search?Yes! Our platform is built to make it easy for Google to find your events.
- Can I email all of my attendees at once?Yes, by exporting your attendee email addresses from 'Orders'.
- How can I track sales from a QR code?Add a referral tag to a QR code so you can monitor your sales from posters and other adverts.
- How to use email marketing to promote your eventsConnect your account with Mailchimp, HubSpot, Constant Contact, ActiveCampaign and more to build promotional email campaigns.
Seated event FAQs
Advanced features for events with seating charts
- What are seating chart categories?Every seat in your seating chart needs to have a category so that it can be linked to a ticket type.
- Seating chart FAQ'sHow seated tickets are different to other ticket types
- Can I copy a seating chart?You can copy and paste seating charts in your box office to create a similar chart.
- What are the fees for using seating charts?Seated reservations count as 1 extra usage per order. 1 seated ticket sold = 2 usage credits.
- How to upgrade seated ticketsCancel your customer's current seat and issue a voucher, then rebook them onto a better seat.
Marketing tools FAQs
Advanced marketing tool FAQs
- Top tips for using a widget and a custom domainTroubleshooting and best practices for making sure your custom domain is live on your widget checkout.
- How to share a payment link for a specific number of ticketsShare a link with an access code to unlock a bundle
- How to share a direct link to a discounted ticketShare a link containing an access code for a promotional ticket type
- How will my cart widget affect my pixel tracking?If you're tracking multi-checkout orders made with a widget and a cart widget, you will see separate page loads in your analytics.
- Demo events: galleries, exhibitions and museumsSee live examples of how you can sell tickets or allow attendees to pre-book slots for a gallery, exhibition or museum.
- Demo events: outdoor attractionsSee live examples of how Ticket Tailor can help you manage capacity of a beach, lake or any other outside attraction.
- Demo events: online and virtual eventsSee live examples of how you can use Ticket Tailor to run your online or virtual event.
- Demo events: classes and workshopsSee live examples of how you can use Ticket Tailor to sell tickets for your class or workshop.