Frequently Asked Questions

Buying Tickets

Can I get a refund on my ticket?

That depends on the event organizer's refund policy, which is shown on the event page. Equaticket can't override it. To ask for a refund, contact the organizer using the contact email on the event page or in your confirmation email, and include your order number or checkout email.

If the organizer refunds you:

• Whole tickets only. Each ticket is refunded in full. In an order of several tickets, each ticket can be refunded separately.
• To your original payment method. The money goes back to the card you paid with.
• Timing. Allow 5 to 10 business days for it to appear.

I didn't receive my tickets. What do I do?

1. Check spam. Look in your spam or junk folder.
2. Resend them yourself. Go to /help, choose I didn't receive my tickets, and follow the steps to resend them.
3. Or look them up. Use Find My Tickets (at the top of every event page, or at equaticket.com/tickets/lookup). Enter the email you used at checkout and we'll email you a link to view your tickets.
4. Still stuck? Check the address you used at checkout. If nothing arrives, contact the organizer.

Can I transfer my ticket to someone else?

There is no transfer feature. The QR code isn't locked to a name, so whoever shows it at the door can be scanned in, unless the organizer checks ID.

You can change the attendee name on a ticket yourself until the event starts. Open your ticket from the link in your ticket email ("Open your ticket here") and edit the name there. If you can't attend, contact the organizer about your options.

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For Organizers: Getting Started

How do I connect Stripe?

Go to Dashboard > Settings > Payments and click Connect Stripe. Stripe asks you to create or connect an account. Once it's ready, you can publish paid events. You don't need Stripe to publish events with only free tickets. See Connecting Stripe.

Why can't I publish my event?

The Publish step shows a checklist, and each unmet item links to where you fix it. The items are:

• At least one ticket type
• Contact email for attendees (set in the event's location details)
• Stripe account ready and No outstanding Stripe requirements (paid tickets only)
• Subscription active. Blocked while your subscription is paused or cancelled, or a payment has been overdue for more than 7 days.
• Within your ticket allowance. Your rolling ticket limit isn't used up.
• Capacity fits your plan. On Free, an event can have at most 50 tickets.
• Email address verified (Free plan)
• Platform terms accepted
• Organizer fee approved (only if your fee needs review)

What happens if my Stripe account is restricted or disconnected?

If Stripe restricts your account or you disconnect it, Equaticket pauses your published events so no one can buy tickets, and emails you. Fix the issue with Stripe, then open each event and click Publish again. Events aren't republished automatically. See Stripe Account Issues.

How do I add team members?

Go to Dashboard > Settings > Team and send an invitation by email. Roles:

• Owner: full access, including billing, refunds and deleting the organization.
• Admin: same as owner, except deleting the organization.
• Event Manager: creates and manages events; no billing or refunds.
• Check-in Staff: check-in only (paid plans).

How do I change my password?

Go to Dashboard > Settings > Security. Enter your current password, then your new one twice (at least 8 characters), and click Change password. You stay signed in on the device you're using, and you're signed out everywhere else. We email you to confirm the change.

If you've turned on two-factor authentication, you may be asked for a code from your authenticator app first.

If you sign in with Google, your account doesn't have a password. Click Set a password on the same page and we'll email you a link to create one.

Forgot your current password? Sign out and use Forgot password on the login screen.

Can I sell free tickets?

Yes, on every plan. Set a ticket type's price to $0 and buyers check out without payment details. Free tickets don't count toward your ticket limit.

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For Organizers: Events and Tickets

How do I stop ticket sales or cancel an event?

Open the event and click Pause to stop sales. Click Publish to start selling again.

There's no cancel button in the dashboard yet. To cancel an event, contact support. Cancelling doesn't refund buyers automatically: refund tickets from the event's Orders tab.

Can I change the date of a published event?

Yes. Date, time and timezone are locked while tickets are on sale, so:

1. Click Pause on the event.
2. Click Edit event and change the date. Ticket holders are emailed the new date unless you untick Notify attendees of this date change.
3. Click Publish to resume sales.

What you can change at any time. Most other details, such as the title, description, venue details and contact email, can be edited without pausing.

What never changes after publishing. The event URL (use Duplicate if you need a new one). Currency is fixed once the event has ticket types.

Ticket types after publishing.

• Add and edit freely. You can add ticket types, and edit names, descriptions, quantities and sale windows.
• Price locks at the first sale. To charge a new price, reduce the sold type's quantity and add a new type.
• Quantity has a floor. It can't go below what's already sold or reserved.
• Deleting. You can delete a type only if it has no sales.

How do ticket limits work?

Limits count tickets over a rolling window, not a calendar month:

Only paid tickets count. We warn you at 70% and 90%. At 100% you can't publish new events, but live events keep selling: a buyer is never blocked. See Plans and Pricing.

Can I offer promo codes?

Yes, on every plan. Open the event, go to the Promo Codes tab and create a code. You can set:

• a Discount Type (percentage or fixed amount);
• Max Uses;
• a Start Date and Expiry Date.

Each buyer email can use a code once. Codes belong to one event. See Promo Codes.

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For Organizers: Check-in

How does scanning work at the door?

Open the event's Check-in tab and click Start Scanner, or send your door staff a scanner link from the same tab. Every ticket has a QR code. The scanner checks each code with our servers and rejects duplicate scans and refunded or cancelled tickets. The full-screen scanner (Event Day Mode) works on every plan. See Event Day Mode.

Can I check in without internet?

On paid plans, yes. The scanner downloads your attendee list, keeps scanning offline, and syncs when you reconnect. If another device already scanned a ticket, you'll see "checked in by another device". On the Free plan, every scan needs an internet connection.

Can several people scan at once?

Yes, on every plan. Duplicate scans are always rejected. On paid plans, each device also updates live as tickets are scanned elsewhere.

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Billing and Plans

How much does Equaticket cost?

Paying monthly costs the same as quarterly, spread over three payments. All three payments are owed; after that it continues month to month. See Paying Monthly.

There are no Equaticket ticket fees and no platform cut. Stripe's processing fee is charged by Stripe, and organizers may add their own fee. Paid plans add offline check-in, real-time sync, check-in staff accounts, your own email domain, CSV export and no Equaticket badge on your widget. Pro adds priority support. See Plans and Pricing.

How do I upgrade?

1. Go to Dashboard > Settings > Billing.
2. Choose Pay monthly, Quarterly or Annual.
3. Click Upgrade to your plan.
4. Pay in Stripe Checkout.

Once you're on a paid plan, Manage billing & invoices is where you change plan, update your card, see invoices or cancel. During a pay-monthly minimum, cancel with Cancel subscription on the Billing page and contact support for plan changes. See How Billing Works.

Can I pause my subscription?

Yes, for up to 90 days, once every 12 months. The pause starts at the end of your current billing period. While paused, your events stop selling and you can't publish, but your dashboard and data stay available. If you don't reactivate within 90 days, your account moves to Free. If you pay monthly, you can't pause until your 3-month minimum is served. See Pausing Your Subscription.

Is there a money-back guarantee?

Yes. Every paid plan gets a full refund of the first payment if you ask within 30 days of it. If you pay monthly, that is your first monthly payment, and claiming it also stops the remaining payments. It can be used once per organization. To claim it, contact support through /help.

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Embeds and Integrations

Can I sell tickets on my own website?

Yes, on every plan. Open the event's Embed tab to copy a widget or a Buy Tickets Button for your site. The tab also has guides for popular website builders. Buyers check out without leaving your page. See Embedding Tickets on Your Website.

Can I connect Equaticket to Zapier or Make?

Yes, through outbound webhooks, on every plan.

1. Add an endpoint. In Dashboard > Settings > Developer > Webhooks, add your webhook URL. Equaticket then sends a notification when an order is placed, an order is refunded, a ticket is checked in, or an event sells out.
2. Receive it in your tool. In Zapier use a Catch Hook trigger. In Make use a Custom Webhook module.

See Outbound Webhooks. You can also download order data with Export CSV on the Orders page, on every plan.