Frequently asked questions about ticketing for organisers

After you have sent and confirmed your registration, our sales team will take care of your request. In the meantime, please log in and add your bank details to your account so that everything is already prepared for a speedy event settlement. As soon as we have activated your account, you will receive a notification from us and can publish your events for sale.

 Please send any changes to your address or bank details to our support team using the contact form.

You can add and save your bank details in the "My profile" section. Click on your user name in the menu or directly on "My profile". Here you will find the necessary data for your registration request and the form for your bank details.

Yes, you can easily create your own seating plan with our seating plan editor. Offer your ticket buyers the option of a seating plan booking or the best seat booking. Simply activate the seating plan function in the "Location" section when creating the event.

Go to your event overview via the menu and click on "Create event". You will be guided step by step through the entire event creation process. Pay attention to the notes in each section. They will give you valuable tips. In the first section "Event" you will also find a video tutorial in which we show you exactly how the event creation works.

If your venue has more than one area, you can create different areas or price categories, e.g. general admission, VIP area or wheelchair users. If a ticket for wheelchair users also includes the accompanying person, please select 'Wheelchair user+B'. You can either select the predefined designations or enter your own. If you create a seating plan, please also assign the seats to the respective area.

In addition to the full price, you can add further price levels with individual designations. Either use our predefined descriptions or enter your own. These price variants can be used, for example, for VIP tickets, Early Bird tickets or discounts. You can store up to 10 different price levels. More detailed information on the individual price variants can be stored in the sales info.

Optionally, each price level can be offered with a limited duration or a freely selectable ticket contingent.

Specify here, through which sales channels your tickets are to be sold. You can choose between: your own ticket shop, the EVENTIM network and your own box office.

Enter information regarding VIP tickets, reductions or accessibility in this section. Please also add if the accompanying person for a wheelchair user is included in the ticket price.

When uploading images for your event, please always include the full name of the respective copyright holder (photographer, designer, etc.).

Please make sure that you have been granted the necessary rights for the intended use (e.g. through a contractual agreement with the respective rights holder).

In the Media section, upload an image for your ticket shop (rectangular crop in 16:9 format) and an image for the presentation in the EVENTIM network (square crop). Ideally, upload the images as png or jpg files.

For an optimal presentation of the rectangular image, this should be uploaded in the format 1920 x 1080 pixels. For the square image, the optimal size is 500 x 500 pixels.

After you have entered all event information, click on "Publish".  You can check all the data again. Your event is not published until you click on "Confirm". You can now start selling tickets in your ticket shop.

Alternatively, you can also publish a temporarily saved event by setting the status "Published" on the event details page.

If you have added a pre-sale start date to your event, customers can only buy tickets from this date. It is best to publish your event immediately after creating it so that you can take care of the rest of the organisation - ticket sales will then start automatically at the set time without you having to intervene manually.

Please note: Advance sales only start automatically for an event with the status "Published".

Every event organiser must create their own seating plans. Once you have created a seating plan for a location, you can simply reuse it for other events.

Your customers will receive a ticketdirect as a pdf file by email immediately after booking. Alternatively, they can download the ticket directly from the order confirmation page and save it in Google or Apple Wallet on their smartphone.

For queries regarding purchase and payment processing, your customers can reach our support team via the contact form linked in your EVENTIM.Light ticket shop.

First of all, you need your own Google Analytics account. Set up a new property for your EVENTIM.Light ticket shop and set up the data stream. You then only need to add your Google Measurement ID to your EVENTIM.Light account in the "Shop > Tracking" area and save it. Detailed instructions can be found in your EVENTIM.Light account under "Help".

After publication, you can either integrate the ticket shop directly into your website via iFrame or embed the link to the ticket shop on your page. In the menu item "Shop" you will find the link to your ticket shop as well as the HTML code for the iFrame integration in the tab "Shop integration". All new events are automatically added to your shop.

In the "Shop Design" tab, you can also customise the design of the ticket shop to suit your brand.

Visa, Mastercard and Bizum.

You can create a question in your ticket shop to ask your customers for further information, for example “How did you hear about us?”. You can provide a free text field for the answer or use the multiple-choice option. This question will be shown in the check-out of all events that are published in your own ticket shop.

No, the question will only be visible in your own ticket shop.

Yes, it is possible to create an event-related question when you set up the event. This feature can be used, for example, to ask your customers about special menu requests. If you would like to use this feature, please contact us, our team will activate it for you.

It is the same event that has multiple sessions, for example, a tour, a theater series, etc. You can use this feature if you plan the same event for different dates. In this way, you can automatically apply certain data to each date of the event without doing it manually.

Generally, this function facilitates ticketing for any event with recurring content. You only have to set up this content once and can then automatically transfer it to your individual event dates.

If all events of a series take place in the same location, please select 'Events recurring at the same location' under 'Type of series' when creating the series. In this way, you define the location in the event series once and it will then be used for all events in the series.

For different locations, select the option 'Series with different locations'. This way you can specify a different location for each individual event.

In addition, you can also select 'Online events' as an option under 'Type of series' if all events in the series take place exclusively digitally.

To change your event to a different location follow these steps:

1. You need to stop the sales of this event. To do this, click on "Stop sales" and select "Pause sales".
2. Create a new event with the new location and publish it.
3. Contact us through our form to inform us of the change. We will then inform your customers.

Please note: We cannot contact customers who have purchased their tickets at the box office.

Yes, it is possible as long as it is a recurring event whose location is always the same such as a sightseeing tour or an amusement park. You can easily select the days of the week and the times of the different time slots and publish them all at once. Your buyers will see the different times available on the calendar.

Yes, you can easily create your own seating plan with our seating plan editor. Offer your ticket buyers the option of a seating plan booking or the best seat booking. Simply activate the seating plan function in the "Location" section when creating the event.

If you have activated your event on entradas.com and once published, our team will check that your event meets the conditions to be published. If your event complies with all the requirements, it will be available for purchase in the next few days.

If you have provided all the information about the event and the tickets, you can click on "Publish" to start sales through the selected channels. If you have activated your event on entradas.com, our team will check that your event meets the conditions to be published. If your event meets all the requirements, it will be available for purchase in the next few days.

In addition to your own online ticket store, you can benefit from the sales power of the entradas.com channel and take advantage of our marketing actions. Through our box office module you also have the option to sell through a box office at the door of the event or any other physical location.

If you have provided all the information about the event and the tickets, you can click on "Publish" to start sales through the selected channels. If you have activated your event on entradas.com, our team will check that your event meets the conditions to be published. If your event meets all the requirements, it will be available for purchase in the next few days.

In order for us to publish your event on tickets.com you must meet the following requirements:

IMAGES

The image format must be 222x222 (jpg or png). 
You can not include URL, prices or phone number. 
Can include event or promoter logo, but no other text elements are recommended.  
Must be of optimal quality and resolution.  
It is recommended to use a photo of the event to show realism.  
In the case of music and concerts, it is recommended to use a photo of the artist and other events.  
Racist, sexist, pornographic or other allusions to questionable or distasteful content will be automatically rejected.
If your image does not meet our guidelines, we will publish your event with a generic image that best suits your event. As soon as your image meets the conditions, we will upload the new image to your event.  

TEXT

You can use up to 200 characters. 
Use the most relevant terms to optimize Google search.  
The text should not be in capital letters. 
The description of your event must be in English, otherwise we will not be able to register your event on entradas.com. 

To end sales manually, click on "Edit event". In the "Calendar" section, change the date and time of "End of sales". Enter the date and time you want your sales to end. Sales will now stop automatically at that time.

Select the event you wish to block from the list of "Published events" and open the event detail page. Block this event by clicking on the button "Stop Sales", select the status "Pause sales" and confirm. By doing so, your event will receive the status "Blocked". If sales can be restarted, click on the button "Publish" on the event detail page and confirm.

Note: If your event has a "Stopped" status, you will not be able to run access control through the scanning application as all tickets will be reported as invalid.

Promotions enable you to offer your customers special prices. For example, you can generate promotion codes which activate special prices for ticket purchases. You can use the promotion codes, for example, for an advertising campaign or to integrate sponsors.

1. After publishing your event go to the event detail page and click ‘Create Facebook event’. First, connect your EVENTIM.Light account with your Facebook account and choose the Facebook page to publish your event. You need to choose at least one page to make sure the connection works.
2. Next, you need to give EVENTIM.Light the right to access your page. Set the button to ‘Yes’ so that the connection can function flawlessly.
3. Now you can edit the image and event description for Facebook. Choose the Facebook event category, where you want your event to be found. Next, click on ‘Create Facebook event’.
4. Facebook will send you an e-mail to the e-mail address that is connected with your Facebook account for confirmation. Please confirm here that you are the co-host of the event. Only then will it be published on your Facebook page.

You can simply publish an event that you created in EVENTIM.Light directly on Facebook. Just connect your EVENTIM.Light account with Facebook. All data you input in EVENTIM.Light will be automatically transmitted to Facebook. Your customers will then be forwarded from Facebook directly to your ticket shop where they can buy tickets for your event.

You need a valid Facebook account. And you also need an active Facebook page connected to that account, e.g. your promoter page. You need to be administrator of that Facebook page to be able to publish your event on it.

It means that you delete the connection between your EVENTIM.Light and your Facebook account. In this case your events will no longer be visible on Facebook. If you just want to pause editing your event, just click on ‘Log-out’. The connection with your Facebook account will stay active and your events remain visible on Facebook. To continue editing your event, just log back in.

If you make changes within your event, you need to synchronise EVENTIM.Light and Facebook again. Click on ‘Update Facebook event’ to submit the updated information from EVENTIM.Light to Facebook.

In this case nothing changes on Facebook. Your event will remain visible with an active link to your ticket shop. Your customers will see in the ticket shop that tickets are no longer available.

1. Cancellation on Facebook

When cancelling an event on Facebook, your customers will also be notified there. You keep access to your Facebook event page, but you cannot edit it anymore. The cancellation will be documented on your Facebook event page within EVENTIM.Light. Changes are no longer possible here either. Cancelling your event on Facebook neither affects the status of your event in EVENTIM.Light nor the purchasing process of tickets.

2. Deletion on Facebook

If you delete an event on Facebook, you no longer have access to it. This does not affect the status of your event in EVENTIM.Light and does not lead to a cancellation within EVENTIM.Light.

3. Cancellation in EVENTIM.Light

If you cancel an event within EVENTIM.Light, it does not affect your Facebook event. You need to cancel your Facebook event separately.

Go to the menu ‘Promotions’ in your EVENTIM.Light account. Here you can create a promotion and define all the relevant data such as maximum amount of tickets, validity period and if a code is redeemable once or multiple times. Then you generate the promotion codes that your customers will use when buying a ticket to your event.

After creating a promotion create an event in the usual manner or edit an existing one. Go to the section ‘Prices’ and choose the promotion you want to add under ‘Advanced settings’ of the ticket price.

If you create a promotion with a code, the special offer price is only visible after the customer enters the promotion code. Therefore, only those customers who received a promotion code from you, e.g. as part of a campaign, can buy tickets at the special offer price. If you create a promotion without a code, the special offer price is visible and available to all customers.

You can apply a promotion to several ticket types within one event or to different ticket types of several events. A limitation is implemented through the data within the promotion such as the maximum number of tickets. That way you are always in control of the number of tickets sold at a special offer price.

Go to ‘Promotions’ in the menu bar. Here you will find an overview of all active and inactive promotions. When you click on one promotion, the detail page shows you all relevant information including the events where the promotion is used. Plus, you can also download a report to see how many promotion codes have already been used.

Select the corresponding event from the list of published events and open the event details page. Click the "Edit" button at the top right, make changes to your event and click "Save".

Please note: changes will not be applied to tickets that have already been sold.

If your event cannot go ahead or has to be cancelled, please stop sales immediately.

Select the event from the "Published events" list, open the event page, click the "Stop sales" button in the upper right corner and select "Cancel event". Once the status changes, all sold tickets will be cancelled by our team, we will inform the customers and refunds will be activated to the customers (except those who bought the ticket at the box office).

Select the corresponding event from the "Published events" list and open the event page. Click on the "Edit" button at the top right and select "Ticket Category" to add the number of tickets you wish to add to each category.

Once you have published your event, you can no longer make changes in the seating plan editor. You can therefore no longer add or remove seats. However, you can easily change the capacity of the general admissions area in the 'Ticket areas' section when editing your event.

Yes, this is possible during event editing in the 'Ticket areas' section, but only for unsold seats.

To move your event to a different location follow the steps below:

1. You need to pause sales for this event. To do this, click on "Stop sales" and select "Pause sales".

2. Create a new event with the new location and publish it.

3. Contact us through our form to inform us of the change. We will then inform your customers.

Please note: We cannot contact customers who have purchased their tickets at the box office.

To move your event to another date select that event from the Published Events list and open the event details page. Click on the Edit button at the top right and simply change the date in the time area.
 

Also please add a suggestion to the event information , i.e. attention this event has been postponed to another date. All tickets sold are valid.
 

After saving the changes, we will inform all affected customers.

The box office is a web application within EVENTIM.Light that enables you to sell tickets yourself. This way you have the option to use your office as a local booking office, for example, or you can use it to sell tickets at the box office on the day of the event.

When you create a new event, select box office as sales channel for each ticket type that you want to activate for this channel.

Find the order in the order overview that you would like to cancel and click on the delete symbol (trash bin). An overview of the order in question will be opened. Click on 'Cancel all' to cancel the entire order. If you only want to cancel specific tickets from the order, just select the tickets in question and click on 'Cancel selected'.

All sales will be listed in your regular event settlement report. After processing your event you can download the report as usual from the event page within your account.

The proceeds of the tickets sold through the box office will be collected by you directly. We will charge you with the fees of those tickets and retract the amount via SEPA direct debit mandate from the bank account you provided us with in your EVENTIM.Light account.

Unfortunately, we can't contact them because we don't have any of their contact information. These customers can return their tickets to the ticket office where they purchased them.

Yes, that is possible. Just add a new ticket type by clicking ‘Add free tickets’. This ticket type can be added for the sales channel box office only, and it needs to be activated separately by our support team.

Yes, you can print the tickets you sold yourself. Keep in mind that only ticketdirect-tickets can be printed.

Open the box office application and click on the ticket symbol in the top right corner. You will then see an overview of all orders that you sold through the box office.

You can reprint tickets if necessary. To do so, click on the ticket you want to reprint in your order overview (ticket icon). You can either reprint a specific ticket or an entire order.

 The standard QR code links to your event or your event overview in your normal EVENTIM.Light ticket shop and is particularly suitable for advertising on posters and flyers in the run-up to the event. 

The Express QR code, on the other hand, links to a streamlined Express Check-out within your ticket shop and is designed for use at the box office on the day of the event. When purchasing via the Express QR Code, your spontaneous visitors can buy a ticket online on site, go directly to the entrance and thus avoid the queue at the box office. 

Every ticket has a unique barcode or QR code that can be scanned with our free Ticket Scan App. After scanning a ticket, there will be a pop up that shows you whether the ticket is valid or not.

After setting up the scanning application, you will be able to scan the tickets 12 hours before the time of your event.

Android: At least Android 5.1

iOS: At least iOS 11

Yes, you can download and print a full list of all sold tickets for a specific event to be on the safe side for managing your access.

The list includes:

- Barcode number.

- Ticket status.

- Ticket area.

- Ticket type.

- Price.

- Sales channel.

To find this list, open the event and click on "Download access data" at the bottom of the page and print the list.

Google Play Store (Android) 

App Store (iOS)

In your EVENTIM.Light account, click on "Access Control" and download a PDF with the QR codes for the app configuration. Once you have downloaded the EVENTIM access app from the Apple Store or Google Play, you can easily configure the app by scanning one of the newly downloaded QR codes with each device. In addition, you have a manual with a detailed explanation of this process.

Note: after setup, you need to synchronize the ticket data. This process can only be started 12 hours before the event date. To download the ticket data, your mobile device must be connected to the internet.

After successful configuration, you have the ticket data of all ticket purchasers in your scan app. During the scanning process, the app checks whether the ticket is valid and whether it has been redeemed before. If the ticket is valid and has not been redeemed before, the message "Ok, access granted" appears on the screen.

If the barcode is illegible, you can also enter it manually. To do so, simply tap on the keyboard at the top of the app, then enter the barcode manually and confirm with "Ok".

Sure, there is no need to have an internet connection while scanning. But please note that it’s necessary to be online during the app configuration process.

Please note: If you are scanning offline with more than one device, the devices won’t be able to synchronise the already scanned tickets to each other.

Ticket purchases can be synchronised with the configured scan app at the earliest on the day of the event 12 hours before the set start of the event.

Ideally, you should connect the scan app to Wi-Fi so that a permanent synchronisation with our servers can be carried out. If you want to use the offline mode, you must ensure that you only synchronise after the end of the sales period so that you can record all ticket purchases.

As soon as your event has been properly and completely carried out, change the status on the event details page to ‘Finished’. This gives us the go-ahead for billing. From now on, no further bookings or cancellations are possible. With the status change, we start the billing process.

After you have changed the status of your event to 'Finished', the payment will be made within five working days. We will use the bank details you entered in your profile for payment. Cancelled or rescheduled events can only be settled after any cancellation claims by ticket buyers have been clarified.

Our support team will be happy to answer any questions you may have about billing and payment. Simply send us your question and your event data via the contact form.

Once you have set your event to 'Finished', you will find a button ‘Download Settlement’ on the event detail page.

All sales will be listed in your regular event settlement report. After processing your event you can download the report as usual from the event page within your account.

The proceeds of the tickets sold through the box office will be collected by you directly. We will charge you with the fees of those tickets and retract the amount via SEPA direct debit mandate from the bank account you provided us with in your EVENTIM.Light account.