It is understood that live events can be interrupted by unforeseen circumstances. If you have decided that you will cancel or reschedule your event then we recommend reaching out to our support team for help in determining the best next steps for your situation. You can reach our support team via the Support widget seen on the bottom right of this article page. We also have live chat and phone support (844-279-3037) Monday through Friday between 9 AM and 8 PM EST and Saturday between 12 and 8 PM EST.
Most questions can be asked by reading below. Please review this material before reaching out.
If your organization has made a final decision to cancel an event then you will want to communicate this to ticket buyers directly. We recommend using the Email Broadcast feature to email the ticket buyers directly about the decision to cancel the event. You should communicate in the email if you expect to reschedule the event or not. It is also recommended you communicate how you plan to handle the requests for refunds as well and how ticket holders may reach you directly with any questions or concerns about the cancellation.
If you plan to reschedule your event for a later date then you can communicate to users that their tickets will be honored when the event is rescheduled. We recommend using the Email feature to communicate any new plans for the event.
If you plan to let ticket buyers use their current tickets for your new event but you don’t know the new date yet, then it is best to set your postponed event’s date to something in the future. If you leave the date as is and this original date for your event that is entered into our system passes, then you will not be able to edit your event’s date. This will mean that orders and tickets in that past event will be stuck there. If you do change the date to keep the event 'upcoming' then you may consider unpublishing your event to avoid having ticket holders see this event date in the future and think that is the final new date.
To edit the date of your event, head to the event's edit page. The "Event Dates" section will have an overflow menu (three vertical dots) that will show an option to edit if available. The option to edit will not exist if your event date is currently in the past.
Refunds will reimburse the ticket buyer the full amount of the transaction. The funds can take up to 3 days to post to the refunded account. You can see the steps for processing a refund here.
We understand that many of the events in our system are fundraisers for community organizations. Often times these ticket buyers are happy to donate the proceeds of their canceled event ticket to your organization. For these cases when the ticket buyer is willing to let you keep the money as a donation you can simply leave the tickets as they are. Funds from any unused tickets will still be allocated to your account.
There is currently no feature in our system that will refund multiple orders at once. At this time, refunds must be issued individually. Since refunds are essentially irreversible, we've avoided creating a single "refund all" action that might be accidentally or unintentionally used by event creators.