Tickets FAQ - TixFix

An attendee lost their ticket email. How do I get it back to them?

Have them check spam first. Ticket emails land there more than anything else, and it saves you both a step.If it’s genuinely gone, resend it:

Open the guest list for the event and find them by name or email address.
Open their order — it shows the tickets on the order and the actions available.
Use the resend action, checking the destination address as you go. If the original address was wrong, correct it here.
Send, and have them look in spam again before resending a second time.

What arrives is the same ticket email as the original, carrying the QR code your door staff scan. Resending doesn’t invalidate anything, so there’s no harm in doing it — and no harm in the attendee later finding the first email, since both copies are the same ticket.See Resend a ticket.

Someone used the wrong email address at checkout.

Two fixes, and you want both.First, resend the ticket to the correct address — that solves the immediate problem of them not having a ticket. See Resend a ticket.Second, correct the address on the order. Future emails about the event — reminders, schedule changes, a cancellation — go to the address on the order, so leaving the wrong one in place means every later message misses them too. See Email your attendees.If they’re standing at the door, resending is the fastest fix available — under a minute, provided they can open email on their phone. If they can’t reach their email at all, check them in manually from the guest list instead — see Troubleshoot scanning.Note this is a resend, not a transfer. A transfer is for changing who holds the ticket; a wrong email is the same person at a different address.

Can a ticket be transferred to someone else?

Yes. A transfer moves an existing ticket to a new person without a refund and repurchase:

Open the order from the guest list — search by the current holder’s name or email.
Transfer the ticket, entering the new attendee’s details and the email address the ticket should go to.
Confirm the new holder received it. The ticket email goes to the new address; ask them to check spam if it hasn’t arrived.

Transferring keeps the order and its revenue intact — nothing is refunded and your ticket count doesn’t change. It’s the right tool when someone can’t attend and has found a replacement, and also for fixing a wrong name on a ticket.The mistake to avoid: transferring when the real problem is a mistyped email address. That’s a resend to the corrected address, not a transfer.See Transfer or cancel a ticket.

How do I cancel just one ticket from a multi-ticket order?

Open the order from the guest list and select the individual ticket you’re cancelling. The rest of the order is unaffected — the other tickets stay valid and scannable.What the cancellation does:

The refund goes back to the card that paid, through Stripe, and usually takes several business days to appear. Tell the attendee that, or they’ll ask.
The seat returns to your available capacity and can be sold again.
Revenue and tickets sold both drop in your sales report, and the refund reduces your next payout.
If a promoter sold that ticket, the commission on it is no longer earned — one reason to settle promoter payouts only after your refund window closes.
The cancelled ticket’s QR code stops being valid and will scan as invalid at the door.

See Transfer or cancel a ticket.

Does resending invalidate the original ticket?

No. The resent email carries the same ticket as the original, so either copy works at the door — and because it’s one ticket, it can still only be checked in once. Whichever email is scanned first records the check-in; scanning the other afterwards reports as already scanned.That’s why there’s no risk in resending more than once, or in resending “just in case”. The thing that invalidates a ticket is cancelling it, not resending it.The one situation where a resend has a side effect worth thinking about is a forwarded ticket: if the attendee has already sent a screenshot to someone else, both that screenshot and the resent email are the same code, and only the first one through the door checks in. See Troubleshoot scanning for how to handle that at the entrance.See Resend a ticket.

What happens to a cancelled ticket at the door?

The QR code stops being valid and scans as invalid.If someone turns up holding a refunded ticket, check the guest list before turning them away — occasionally a refund was issued in error, and it’s better to find that out at the door than afterwards.Bear in mind that “invalid” has other causes too, checked in this order: the attendee is at the wrong event, the scanner is set to the wrong event, or the QR code simply won’t read off a cracked or dim screen. Only after those does “cancelled” become the likely story, and the guest list settles it either way: if they’re on it, they hold a valid order and can be checked in manually; if their ticket shows cancelled, the refund already went back to their card.See Troubleshoot scanning.

How do I download the full attendee list?

Export it from the event’s guest list. The file opens in Excel, Numbers, or Google Sheets and includes:

Name and email address — always collected.
Phone number — where the attendee provided it.
Ticket category — which tier they bought.
Answers to every custom question — including ones not marked shown when scanning, which is the reason to export rather than work from the door screen.

Typical uses: catering counts before you confirm numbers with the venue, a printed backup door list for when the entrance depends on phones and Wi-Fi, and name badges via mail merge. For emailing attendees, though, don’t export at all — the Communication centre does it in-app.Treat the file as personal data: store it somewhere access-controlled, share it only with people who need it, and delete copies when the event is done. Don’t forward it to vendors who only need a headcount — send them the number.See Export attendees.

An attendee says they paid but isn't on the guest list.

Almost always they bought under a different email address than the one they’re telling you — people buy on a work address and search a personal one. So search the guest list by name as well as by email before concluding anything.If there’s genuinely no order under any name or address:

Ask them to check their bank for the charge. A card authorization that never completed looks like a payment in a phone banking app but never reached you — no charge settled means no order, and no money taken from them either.
If they can show a completed charge but still aren’t listed, take their details and follow up rather than fighting it at the door.

Once you do find the order, the usual next step is a resend to the address they can actually open, or a manual check-in if they’re standing in front of you — see Troubleshoot scanning.

Can I sell tickets at the door?

Yes, using the event page itself. A published event keeps selling while its ticket categories are within their sales windows, so anyone with the link can buy on their phone at the entrance and walk in with a scannable ticket a minute later.To set it up deliberately:

Give a category — General, or a dedicated door tier — a sales window that runs through the start of the event, or right through to its end. See Ticket types and pricing.
Have the event link ready to share at the door. The share icon on the event card gives you a copyable direct link.
For a paid event, this all rides on your Stripe connection showing Complete — see Connect Stripe.

The mistake to avoid is the accidental opposite: closing every sales window at doors and then meeting walk-ups you can’t sell to. Decide your door-sales policy when you set the windows, not on the night.

Do I need a refund policy?

You need one before you sell, not after. Decide whether you refund at all, and up to when, and put it in your event description so it’s visible before purchase. Arguing policy after the fact costs far more time than writing one sentence beforehand.A clear cutoff also does quiet work elsewhere in your operation. Refunds reduce your next payout, so knowing when they stop tells you when your numbers are final. And commission on a refunded ticket isn’t earned, so the close of your refund window is the natural, defensible date to settle promoter payouts.For the attendee who can’t come but has found a replacement, offer a transfer instead of a refund — it keeps the revenue, fills the seat, and both sides usually prefer it.