Frequently Asked Questions

Refunds & Tickets

Can I get a refund on my ticket?

Whether you can get a refund depends on the event organizer's refund policy — check the event page before reaching out. Some organizers offer full refunds, others have a no-refund policy, and some allow refunds up to a certain date. Equaticket cannot override the organizer's policy.

If the organizer approves a refund, here's how it works:

• Refunds are full-ticket only — no partial amounts are possible on any single ticket
• Each ticket in an order is refunded individually
• Refunds are processed back to your original payment method
• Allow 5–10 business days for the funds to appear

To request a refund, contact the organizer directly using the contact information on the event page or in your ticket confirmation email. Provide your order number or the email address you used at checkout.

Important: Refunds cannot be issued after an event has started, regardless of the organizer's policy.

How long do I have to request a refund?

The refund window is set by the event organizer — check their refund policy on the event page. There is no platform-wide deadline set by Equaticket, but there is one hard rule that applies regardless of organizer policy: refunds cannot be processed after an event has started. Contact the organizer as early as possible.

Can I get a partial refund?

No. Equaticket supports full-ticket refunds only. If you purchased multiple tickets in one order, each ticket can be refunded individually, but each ticket is refunded in full — no partial amounts are possible on any single ticket.

How do I resend my ticket confirmation email?

Go to the Find My Tickets page (linked in the event page header and at equaticket.com/tickets) and enter the email address you used at checkout. Your ticket confirmation will be resent. If it does not arrive, check your spam folder. If you still cannot find it, contact the event organizer.

I didn't receive my tickets — what do I do?

1. Check your spam or junk folder — ticket emails sometimes land there.
2. Use Find My Tickets — enter your email at the "Find My Tickets" link on the event page to trigger a resend.
3. Check the email address — confirm you used the correct email at checkout.
4. Contact the organizer — if none of the above works, reach out to the event organizer. Their contact details are on the event page.

Tickets are delivered immediately after payment is confirmed. If your payment went through and you received an order confirmation but no ticket email, the organizer can resend from their dashboard.

Can I transfer my ticket to someone else?

Ticket transfers are not currently supported on Equaticket. However:

• The QR code itself is not name-locked — whoever presents the QR code at the door can be scanned in, unless the organizer is checking IDs against attendee names.
• If the organizer required a named attendee on your ticket, you can update the attendee name yourself up until the event starts. Use the "Manage my ticket" link in your ticket confirmation email.
• If you cannot attend, contact the organizer to discuss options — they may be willing to issue a refund so the other person can purchase separately, subject to their refund policy.

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For Organizers — Getting Started

How do I connect Stripe to start selling tickets?

Go to Dashboard > Settings > Payments and click Connect Stripe Account. You will be redirected to Stripe to either create a new account or connect an existing one. Once Stripe confirms your account (typically within minutes), the connection status will update and you can publish paid events.

You do not need a Stripe account to sell free tickets — Stripe Connect is only required for paid ticket types. See our full guide: Connecting Stripe.

Why can't I publish my event?

Publishing is blocked if any of the following are true:

• No ticket types added — you need at least one ticket type on the event.
• No connected Stripe account — required for events with any paid ticket types. Free-only events can publish without Stripe.
• Stripe account has issues — your Stripe account must have charges_enabled. Check Settings > Payments for your account status.
• Subscription is blocked — a paused, cancelled, or past-due subscription prevents publishing.
• Ticket cap exceeded — if you have hit 100% of your rolling ticket quota, new event publishing is blocked until the window resets or you upgrade.
• Email not verified (Free tier only) — you must verify your email address before your first publish.
• No venue contact email — a venue contact email address is required before publishing. Add it in the event editor under the Location section.
• Platform documents not accepted — you must accept the current Terms of Service, Privacy Policy, Organizer Agreement, and Data Processing Addendum.
• Free tier capacity limit — Free-tier events cannot have more than 50 total tickets across all ticket types. If your ticket types add up to more than 50, you must reduce capacity or upgrade.

What happens if my Stripe account gets disconnected?

If Stripe disables charges on your account, Equaticket detects this automatically and auto-pauses all your published events (with paused_reason: stripe_disconnect). Buyers cannot purchase tickets while an event is paused.

To resume: reconnect or resolve the issue in your Stripe account, then go to each affected event in your dashboard and manually re-publish it. Auto-resume does not happen — you must trigger it yourself.

How do I add team members to my account?

Go to Dashboard > Settings > Team and invite team members by email. You can assign them one of four roles:

• Owner — full access including billing, refunds, and destructive actions.
• Admin — same as owner except cannot transfer ownership or delete the organization.
• Event Manager — can create and manage events and ticket types; cannot access billing or issue refunds.
• Check-in Only — can only access the check-in scanner on event day (available on paid tiers).

Invitees receive an email with a link to accept. You can revoke access from the same Team settings page.

Can I sell free tickets?

Yes, on all tiers including Free. Set a ticket type's price to $0 and buyers can complete checkout without entering payment details. No Stripe account is required to publish events with free-only ticket types.

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For Organizers — Events & Tickets

How do I pause or cancel an event?

From Dashboard > Events, open the event and use the status controls:

• Pause — temporarily stops ticket sales. Buyers cannot purchase while paused. You can re-publish at any time.
• Cancel — permanently ends the event. All waiting and notified waitlist entries are immediately cancelled. You can proceed to archive the event after cancellation.

Cancelling an event does not automatically issue refunds — you must refund tickets individually from the Orders tab.

Can I change the date of a published event?

Most event details (description, location, venue contact, banner image) can be edited after publishing. However, the following fields are locked once an event is published and cannot be changed:

• Event title
• Start date and time (starts_at)
• End date and time (ends_at)
• Event URL slug
• Currency
• Timezone

If you need to change a locked field, you have two options: cancel the event and create a new one, or contact support to discuss your situation.

Ticket type rules after publishing:

• You can add new ticket types at any time
• You can hide or show existing ticket types
• Ticket type price and currency are locked once any tickets have been sold — you cannot reprice after the first sale
• Ticket type names and quantities can be adjusted until the first sale

What is the ticket cap and how does it work?

Ticket caps are measured over a rolling window (not a calendar month). The limits per plan:

The quota is computed in real time from your ticket sales history. There is also a per-event cap on Free tier: a single event cannot have more than 50 tickets allocated across all ticket types.

What happens if I hit my ticket limit?

• At 70% — you see a dashboard warning and receive a heads-up email.
• At 90% — a more prominent warning appears in the dashboard.
• At 100% — you cannot publish new events. However, existing published events continue selling without interruption — we never block a buyer's purchase on a live event. New publishing is re-enabled once the rolling window rolls forward enough that you are back below 100%.

If you routinely hit your cap, upgrade to the next tier. Upgrades take effect immediately with prorated credit.

Can I offer promo codes or discounts?

Yes, promo codes are available on all tiers including Free. You can create codes with:

• Percentage discount (e.g., 20% off) or fixed amount off (e.g., $10 off)
• Usage limits — global cap and per-email cap (default: one use per email address)
• Date ranges — optional start and expiry dates
• Event scoping — apply to your entire organization or a specific event
• Minimum ticket quantity — optional, e.g., only valid when buying 2+ tickets

Codes are created at Dashboard > Events > [Event] > Promo Codes (event-scoped) or Dashboard > Settings > Promo Codes (org-wide). Buyers enter them at checkout. See our full guide: How to Create and Manage Promo Codes.

How do I set up a waitlist?

Waitlists are configured per ticket type. When editing or creating a ticket type, enable the Waitlist toggle and optionally set a maximum waitlist size.

When a ticket becomes available (refund, quantity increase, or hold expiry), the next person on the waitlist is automatically notified by email. They have a 24-hour window to purchase before their spot is released to the next person. Waitlist entries can self-cancel at any time via a link in their notification email — no login required.

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For Organizers — Check-in

How does ticket scanning work at the door?

Every ticket has a QR code that encodes a unique ticket code. At the door, open the check-in scanner from Dashboard > Events > [Event] > Check In or the dedicated check-in PWA at equaticket.com/checkin/[eventId]/live.

Each scan is validated against the server to confirm the ticket is valid, unpaid, and not already used. The scanner shows a green confirmation or an error in under a second. Duplicate scans and refunded/cancelled tickets are rejected automatically.

On paid tiers (Starter and above), the scanner uses on-device HMAC verification for near-instant feedback (<50ms) with server confirmation running in parallel.

Can I check in tickets without internet?

Yes, on Starter tier and above. When you open the check-in scanner, the full attendee manifest is pre-synced to your device. If you lose internet, scanning continues using local HMAC validation against the offline manifest.

All offline scans are queued and automatically replayed to the server when connectivity resumes. If a ticket was scanned on another device while you were offline, you will see a "checked in by another device" notice with the server's authoritative timestamp.

The Free tier requires a live internet connection for every scan — there is no offline mode on Free.

Can I have multiple people scanning at the same time?

Yes. Multiple devices can scan simultaneously. On paid tiers, the check-in PWA uses real-time sync to keep all devices updated — a ticket scanned on one device is immediately shown as checked in on all others. On the Free tier, all scans validate against the server, so duplicate scans are rejected in real time regardless of how many devices are scanning. For a complete setup guide, see Setting up check-in and Event Day Mode.

Is there a dedicated scanner interface for my check-in staff?

Yes — it's called Event Day Mode, and it's available on Starter, Growth, and Pro plans. It's a full-screen scanning interface your staff can open on any phone. You can send staff a magic link so they can scan tickets without an Equaticket account. Open it from your event's dashboard page up to two hours before the event starts. See the Event Day Mode guide for full setup instructions.

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Billing & Plans

What's the difference between the free and paid plans?

All plans include unlimited events, ticket sales, promo codes, custom branding, embeddable widget, order management, and refunds.

Paid tiers (Starter/Growth/Pro) add:

• Check-in PWA with real-time sync and offline support
• Check-in analytics and data export
• BYO email (send ticket emails from your own domain via Resend)
• Gate/zone management
• Check-in Only team role for staff

Pro additionally adds:

• Priority support with guaranteed 24-hour response time
• Outbound webhooks for automation

The practical difference for most organizers is offline check-in and BYO email — those are Starter-and-above only.

How does billing work — is it monthly?

There is no monthly billing option. Paid plans are billed quarterly (minimum) or annually.

All plans auto-renew. Annual saves 25% — equivalent to getting one quarter free. Standard Stripe processing fees apply and are paid directly to Stripe — Equaticket never marks these up or takes a cut of ticket revenue. See our full guide: How Billing Works.

Can I pause my subscription?

Yes, once per rolling 12-month period (tracked per organization). The maximum pause duration is 90 days.

During a pause:

• Your dashboard is read-only
• All published events are automatically paused (buyers cannot purchase)
• No new events can be published

Re-engagement emails go out at day 60 and day 80. If you do not reactivate by day 90, the pause auto-cancels your subscription and you revert to Free.

Note: Using the pause consumes your annual slot even if you reactivate early. You cannot pause again within the same rolling 12-month window.

Is there a money-back guarantee?

Yes. Every paid plan includes a full refund on your first quarterly payment, no questions asked. This is a one-time guarantee per organization — if you request a refund and later re-subscribe, the guarantee does not apply again. Request the refund any time within your first billing period.

How do I upgrade my plan?

Go to Dashboard > Settings > Billing and click Upgrade. Select your new plan and billing term (quarterly or annual), and you will be redirected to Stripe Checkout.

Upgrades take effect immediately. Unused time on your current plan is prorated as a credit toward the new plan cost.

Once you are on a paid plan, all further billing changes (payment method updates, downgrades, cancellation) are managed through the Stripe Customer Portal, accessible from the same Billing settings page.

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Embed & Integration

Can I embed a ticket widget on my own website?

Yes, the embeddable ticket widget is available on all tiers including Free. Equaticket provides several embed options:

• Script tag + div — paste two lines of code into any HTML page
• Direct iframe — embed the checkout directly in an iframe
• Modal button — a "Buy Tickets" button that opens checkout in a modal overlay
• Platform-specific guides for WordPress, Squarespace, Wix, Webflow, Shopify, Framer, and Weebly

Find your embed code at Dashboard > Events > [Event] > Embed. The widget is responsive and handles the full checkout flow without the buyer leaving your site. See our full guide: Embedding Tickets on Your Website.

Do you integrate with Zapier or Make?

There is no native Zapier or Make integration in the app directory. On the Pro tier, Equaticket supports outbound webhooks — you configure a webhook endpoint to receive real-time event notifications (new orders, check-ins, refunds, sold-out events) which you can connect to Zapier or Make using a custom webhook trigger on those platforms.

Equaticket has published step-by-step guides for both:

• Zapier: use a Catch Hook trigger and connect it to your workflow
• Make: use a Custom Webhook module as your trigger

On Free, Starter, and Growth tiers, outbound webhooks are not available. You can export order data as CSV from the dashboard at any time.

Can I connect Equaticket to Zapier or Make?

Yes, on the Pro plan. Equaticket sends webhook events when orders are placed, refunded, sold out, or when a ticket is checked in. You can connect these to Zapier or Make using a Catch Hook. For step-by-step setup, see Outbound Webhooks to configure your endpoint, then follow your platform's Catch Hook documentation to connect it to Zapier or Make. Dedicated integration guides are coming soon.