How can we help?

Your account & dashboard

Everything happens in the Organizer dashboard at Organizer.html. Create an account with the New Organizer form (you will be asked to tick a reCAPTCHA box), verify your email, then log in with your email, password and PIN.

The menu bar

Pricing plans

There are two ways to pay for the platform. Card processing fees from your payment processor are always separate.

Flat-fee plans are offered when you save a new event. You will see a Choose Your Pricing window with the options available to you, a card form, and Pay & Publish or Use Standard Pricing. The fee is charged once per event listing. A four-night festival with four listings pays four times. Duplicating an event does not carry the paid fee over.

Merchant accounts

Connect your own payment gateway so ticket money settles directly into your account. This is required for the Flat Fee plan and recommended for everyone who already has a processor.

Which gateway should I choose?

• Just starting out: Stripe or Square. Both open an account online in minutes with no monthly fee, pay out to your bank in a day or two, and connect here with two values copied from their dashboard. Square is the natural pick if you also want a Square Terminal at the door; Stripe if you want card readers from Stripe or you already use it on your website. Either one works for online sales and Box Office.
• Already have a merchant account from your bank or a specialized processor? Connect it through Authorize.Net, Elavon, USAePay, Payroc or PayPal. A dedicated merchant account usually earns lower per-transaction rates once you sell more than a few thousand dollars a month, and lets you keep the same terminal and statement you use for everything else.
• Want a countertop terminal with the lowest rates? Ask us about Dejavoo, which pairs a merchant account with a terminal that talks to Box Office directly. See Hardware.

You can start on Stripe or Square today and switch later. Connecting a new account does not affect tickets already sold.

Connecting an account

1. Go to Account › Merchant Accounts and click Add Merchant Account.
2. Choose your Payment Gateway. The credential labels change to match what that gateway calls them (see table).
3. Enter the credentials, tick Accepts AMEX if your account does, and leave Sandbox / test mode unchecked for live sales.
4. Click Save Account, then Test. Stripe is verified instantly. For other gateways, run one small live transaction in Box Office and void it.

Secrets are write-only. After saving, the card shows Secret key saved but never the value. To change a key, edit the account and type the new one. Leaving a secret blank on edit keeps the stored value.

Which account does an event use?

You do not pick an account per event. The platform uses, in order: an account assigned to that specific event by our staff, then your organizer-level account, then the platform's house account. In practice, once you connect one account every new event uses it. Don't see your gateway? Contact us and we may be able to add it.

Create an event

Go to Plan an Event › New Event, From Scratch. The editor has three tabs: Event Details, Description, and Options.

Event Details

• Quick Start: Import from Event Poster. Upload a JPG, PNG or WebP poster (up to 10 MB) and click Analyze & Import. The title, date, time and description are filled in for you and the poster is saved as an event picture. Check every field before moving on.
• Event Information: Event Type (Public, Private, Donation Only, Membership Drive), Event Date, Event Title (40 characters max), Subtitle, Hosted By, Category, Start Time and Time Zone. Leave the time zone on Auto — from venue address unless the event is online.
• Contact Information: the person, phone, email and website shown to buyers with questions.

Description

A rich-text editor for the event page. AI Description Generator drafts copy from your title and details. Under Translation you can offer the page in other languages: tick Enable translation and choose languages, or use Select Common (10).

Options

• Ticket Settings: Max Tickets Per Purchase, Sales Start Date and Sales End Date (leave blank to sell until the event starts), Service Fee Paid By (Split, Organizer Pays All, Client Pays All), Currency, and a Special Message shown at checkout.
• Checkout Options: Accept Donations, Ask for Guest Names, Ask "How Did You Hear?", Allow Comments.
• Security & Access: Require Login Before Ticket Selection.
• Waitlist Settings: enable the waitlist for sold-out events and choose how few seats must remain before it appears.
• Event Page Display and Social & Marketing: countdown and availability, Facebook page and event URLs, and embed code for social feeds.

Click Save Event (or Save & Close). This creates a Draft. The venue, seating, pricing and publishing steps happen next from Manage Events › Current Events.

Venue, seating map or general admission

Open the draft under Manage Events › Current Events. A draft shows numbered steps and these buttons: Event Venue Setup, Ticket Sections Setup, Optional Event Edits & Features, Preview Event, Done Editing? Submit Your Event, Delete Event and Start Over.

Step 1: Event Venue Setup

If the event has no venue yet you are asked "Are you setting up a new venue, or would you like to use our venue library?"

• New Venue: enter the venue name and address, click Test Venue Address to confirm it shows correctly on Google Maps, then Save Venue.
• Use Library: the Import Venue window lists Public Venues (shared maps of common halls) and My Venues (your saved venues). Pick one and click Import Selected Map.

Step 2: Ticket Sections Setup

First choose the seating model: GA Event or Seating Map.

General admission. Add one section per price level: Number of tickets in this section, Section Name, Price, Short Section Description, Section Color, Minimum and Maximum Number of Tickets per order, and Is Section Active. Typical setups: "General $25", "VIP $60", "Student $15".

Seating map. The region toolbar offers Edit Map, Update Coords, Add Region, Refresh List, Recount Seats, Add Seats, Venue Picture, Set Coords and Delete Region. Edit Map opens the full-screen map editor where you draw rows, seats and tables, assign sections and prices, and set holds and locks.

Platinum pricing (best seats at a demand premium)

Platinum sells your best seats at a premium over face value that rises as the show sells. It is the same idea as the big ticketing companies' platinum programs, with three rules you set: a cap on how much of the house can be platinum (default 10%), a minimum lift over face (default $10) and a maximum multiple of face (default 2.5x).

1. Open Manage Event › Platinum Pricing (also on the Box Office pricing card) and press Pick seats on the map. Click the seats people pay a premium for, such as the front rows, aisle seats and the front of the balcony. Shift and drag marks a block, Alt and drag unmarks. Suggest proposes front, aisle and center seats up to the cap for you to adjust. Save moves the marked seats into a platinum copy of their price section, named after it with a Plat suffix (for example OrchestraPlat), at the same face value. Seats already sold or held stay where they are.
2. Prefer whole sections? Make the seats their own section in the map editor and tick Make Platinum on it in the panel. Either way the face value is frozen at that moment and the selling price starts at face plus the minimum lift.
3. The price climbs a ladder as the whole event sells through. Edit the steps if you like. Prices never drop on their own. To set a price yourself, type it and press Set; Resume ladder hands control back.

Buyers see the section name with a Platinum badge and a line that states the face value. The Main Finance Report shows platinum tickets sold and the uplift over face on its own lines, with the artist, promoter and venue shares if you entered a split. Platinum sections are managed here, not on the Dynamic Pricing card.

Holds and locks

• A hold is inventory you keep off sale (house seats, press, sponsors). Held seats cannot be bought online. Release or sell them from Box Office.
• A lock hides seats behind a passcode. Buyers who enter the passcode can purchase them. Use locks for pre-sales and reserved blocks for a group.
• In the map editor, switch to Hold Mode or Lock mode and click seats, or tick Apply Hold/Lock to entire object for a whole table or row. For large lists, Bulk Lock Upload accepts a spreadsheet and applies holds or locks in one pass.

My Venues

My Venues stores venues for reuse. Each venue has Edit Venue, Venue Picture, House Seats, Add Region, Duplicate Venue (a full copy named "(Copy)") and Delete Venue. The Public Venue Library lets you copy a shared venue into your account and adjust it.

Ticket types & discount codes

Sections set the price. Ticket types change it for specific buyers. Open Optional Event Edits & Features › Setup Ticket Types & Discounts (on an active event it is under Manage Event › Setup Ticket Types & Discounts).

• Discount Code is the default type. Fill in Type Name, Percentage of discount, minimum and maximum tickets per order, Maximum Total Number of Tickets (how many can be sold at this price in total) and the sections it applies to.
• Tick Is Promotion Code to require the buyer to type the code at checkout. Leave it unticked to show the type openly, for example "Student" or "Senior".
• Pay What You Can lets buyers name their price above a Minimum price, with an optional Suggested price. Total PWYC Tickets To Offer is required and closes the offer once that many are sold.
• Require buyers to choose a ticket type removes the default full-price option so every buyer must pick a type. Make sure at least one type is public before enabling it.

Passwords and access

Manage Event › Manage Event Password puts the whole event behind a single password. Manage Event › Event Sub-Access Control lets another registered user manage this one event by email address. For a private pre-sale on specific seats, use locks instead (see holds and locks).

Presale schedule (timed codes). On the same Manage Event Password screen, the Presale schedule table replaces the single password with windows that switch on and off by the clock. Each row has a label buyers see, a code, a start, an optional end and a time zone. Leave the code blank for the window where tickets open to everyone; that is the general on-sale. Example: Patreon presale, code PATREON, Wed 10:00 AM; Artist presale, code ARTIST, Thu 10:00 AM; General on-sale, no code, Fri 10:00 AM. A presale code keeps working until the general on-sale unless you give it an end. Buyers see the labels and dates under the code box, never the codes, and a code entered too early is told when its window opens. Use Preview with any date and time to see what buyers will see. Nothing needs changing by hand on the day. While a schedule is on, the single password becomes a master code that unlocks the event at any time, so you and the promoter can check the page or run a test purchase before the first window; keep it private.

Preview, submit & publish

1. Finish Event Venue Setup and Ticket Sections Setup.
2. Optional but recommended, under Optional Event Edits & Features: Upload Event Pictures, Set Event Logo, Manage Video Embeds, Banners, and Edit Custom Confirmation (the text on the buyer's receipt, for example parking instructions).
3. Click Preview Event and read the page as a buyer would. Check the date, time zone, prices and the map.
4. Click Done Editing? Submit Your Event. If you are on a flat-fee plan and have not paid for this listing yet, the payment window appears here.

After submitting you will see: "Event has been submitted! Our team will review your event shortly, and publish it. Please allow up to 1 business day." The status changes to PendingApproval, then Active once approved and you receive a confirmation email. If something needs fixing the status becomes NotApproved with a note.

Event statuses

Editing a live event

On an active event the Manage Event menu includes: Edit Event, Direct Link, Venue Information, Setup Ticket Sections & Pricing, Setup Ticket Types & Discounts, Scan Tickets, Send An Announcement, Upload Event Pictures, Manage Video Embeds, Event Logo, Manage eTicket Banners, Manage Link Tracking, Event Sub-Access Control, Manage Event Password, Edit Custom Confirmation, Increase event capacity and View Waitlist.

Share & embed

Open Manage Event › Direct Link. You get:

• The direct link to the event page (SEO-friendly, ends with the event name).
• The tickets-direct link, which skips the details page and lands the buyer on ticket selection. Use it in ads and email buttons.
• Ready-made HTML for a Get Tickets! text link and an image button.
• Embed the checkout on your website: paste the snippet into your site and buyers complete the purchase without leaving it. If a browser blocks the inline checkout, the snippet falls back to a Get Tickets button.
• A QR code for posters and flyers.

To list all your upcoming events on your own site, use Account › Website Widget. To add tracking pixels for Facebook, Google Ads, Google Analytics, LinkedIn, TikTok, Snapchat or Pinterest, use Account › Manage Pixels.

Show-day checklist

Run through this the day before and again an hour before doors.

• ☐ Devices: one phone or tablet per door lane, charged, with a browser and camera permission for the site. A laptop for the Box Office desk. Hardware barcode scanners work too.
• ☐ Logins: create Sub Accounts for door staff with the Box Office role. Test each login on the actual device.
• ☐ Wi-Fi or cellular: test the connection at the door position. If it is weak, plan to use offline scan (see Scanning & check-in).
• ☐ Printer: if you print tickets at the desk, set the Ticket Printer Profile in Box Office and print one test ticket.
• ☐ Card terminal: if you use a Square, Stripe or Dejavoo terminal, confirm it shows under Box Office and run a $1 test sale and void.
• ☐ Holds: release or sell house holds you no longer need.
• ☐ Reports: print the Check-In Guest List Report as a paper backup.
• ☐ Announcement: if anything changed, send Send An Announcement to all buyers with the update.
• ☐ Support: know how to reach us. Open a ticket with priority Urgent — show is today and include your phone number.

Box Office

Click Box Office in the menu bar. It opens in its own window with four tabs: Select Event, Select Tickets, Process Tickets and Lookup. An Add-Ons tab appears when the event sells add-on items.

Select Event

Pick the event, then set the Ticket Printer Profile (TSP1000 3×5 or Boca with stub, see Hardware), tick Use site Ticket Logo on tickets if wanted, and tick No Client Fees On Non Credit Card Sales if cash buyers should not pay the service fee. View Event Reporting shows a live summary (reservations, check-ins, online vs cash vs comp, a sections table and a chart).

Selling at the door

1. On Select Tickets, choose seats on the map or quantities per section, then continue to Process Tickets.
2. Confirm the selection and any discount code on the first checkout tab, then on Make Transaction choose the Transaction Method:
   • Credit Card: type or swipe the card. With Stripe or Square you can use Pay with Secure Card Form for tokenized entry.
   • Credit Card – Offline: sends the amount to your connected terminal (Square Terminal, Stripe reader or Dejavoo). A Tap on Terminal panel appears with a device dropdown.
   • Cash/Check, Complimentary, Print (a printed ticket paid outside the system), and Hold.
3. Enter the buyer's name and email so eTickets and receipts can be sent, then complete the sale.

Holding seats: choose Hold, type a note such as "VIP hold" in Hold Notes, and click Hold Seats. Find them later with Get Holds & Locks on the Lookup tab.

Tickets, receipts and printing

After a sale, or from Lookup › View Tickets, the ticket viewer toolbar has Print All Tickets, Print This, Print Receipt, Print Mailing Address, Email Tickets, Transaction Details, Ticket Delivery Log and Ticket Scan Log, plus Print NameTag and Display Price checkboxes. Tickets carry a QR code that works with the scanner app.

Lookup

Filter by name or the 5-digit reservation ID, or use Get All Names!, Get Holds & Locks and Last 5 Transactions. Click a ticket row for its options: View Tickets, Check-In, View PDF Tickets, Edit Ticket, Edit Mailing Info, refund or delete options, Swap Ticket and Move Ticket. See Refunds, swaps & changes.

Scanning & check-in

Open Manage Events › Current Events, select the event and choose Manage Event › Scan Tickets. The scanner opens in a new window. Door staff can also log in directly at scan/ on any phone.

What you need

• Any phone or tablet with a camera and a modern browser. Allow camera access when asked.
• Or a handheld barcode scanner that types into the reservation box. The keyboard is suppressed so the scanner keeps focus. See Hardware for what to buy.
• An internet connection, or use offline mode below.

Scan screen controls

• SCANING-IN / SCANING-OUT toggle. Use OUT for re-entry venues so a ticket can be scanned back in.
• USE CAMERA then Start Camera. Point at the QR code. A tone confirms each result and duplicate reads are ignored for a moment.
• Type Manually lets you enter a reservation ID from a printed ticket or a phone screen that will not scan.
• TYPE CHECK verifies the ticket type (for example VIP at the VIP door).
• LIVE SCAN / OFFLINE SCAN. Offline mode stores scans on the device and sends them in batches when the connection returns, so a Wi-Fi drop never stops the line. Switch back to live before closing the window.

Green means admitted. A red result tells you why: already scanned (with the time), wrong event, wrong ticket type, or not found.

Manual check-in and lists

In Box Office › Lookup, click a ticket and choose Check-In Ticket, Check-In All Tickets for the whole order, or Clear CheckIn to undo. For a paper backup print the Check-In Guest List Report or the Group-CheckIn Guest List Report from Event Reports.

Hardware: scanners, printers & terminals

Nothing here is required. A laptop and a phone can run a whole event. Add hardware when the line gets long, when you print physical tickets, or when you want tap-to-pay at the door.

Scanning tickets

• Any smartphone or tablet. Open the scan page in the browser, tap USE CAMERA and Start Camera, and point the camera at the QR code on the buyer's phone or printout. iPhone and Android both work. The site must be loaded over https and the browser must be allowed to use the camera. One device per door lane is a good rule; a mid-range phone scans a ticket in about a second.
• A dedicated barcode scanner. Any USB or Bluetooth scanner that reads 2D barcodes (QR codes) and works as a keyboard, sometimes called "keyboard wedge" mode, plugs straight in. Click into the reservation box on the scan page once, then every scan is typed and submitted automatically. The on-screen keyboard is suppressed so the scanner keeps focus. Rugged handhelds from Zebra, Honeywell, Socket Mobile and similar brands all work this way. Make sure the scanner is set to send an Enter key after each read.
• Prefer a real scan beam in one handheld? An Android "mobile computer" has a screen and a built-in 2D scan engine, so it runs the scan page and scans with a trigger pull. No phone camera, no aiming, fast reads in bright sun or on cracked screens.
  • Affordable: MUNBYN Android PDA scanners. Pick any model with a 2D imager (QR) and Wi-Fi.
  • Premium: Zebra TC2x series (TC22 / TC27). Rugged, long battery, replaceable batteries for all-day doors.
  Setup is the same on both: open the scan page in the device's browser, tap the reservation box once, and set the scanner to keyboard output with an Enter suffix (on Zebra this is the DataWedge profile; on MUNBYN it is in the scan settings app). Each scan is then typed and submitted for you. Add the scan page to the home screen so staff open it with one tap.
• Weak Wi-Fi? Switch the scan page to OFFLINE SCAN. Scans are stored on the device and uploaded in batches when the connection returns.

Full instructions are in Scanning & check-in.

Ticket printers

Box Office prints tickets, receipts, mailing labels and name tags from the browser. For thermal ticket stock the system has built-in layouts for two printer families, selected under Ticket Printer Profile on the Box Office Select Event tab:

Which one? Boca for a permanent box office or a venue that sells thousands of hard tickets a season. The Star TSP743II for festivals, community theatres and anyone who wants a proper printed ticket without the Boca price. Order 3-inch-wide thermal ticket stock cut or perforated at 5 inches for the Star, and standard Boca stock for the Boca.

Already own a different ticket printer? We can build a custom ticket layout for it. Open a support ticket with the printer model, the ticket stock size, and whether it has a stub, and we will add a printer profile for your account. Any ordinary office printer can print letter-size tickets and reports without a profile.

Setup: install the manufacturer's driver on the Box Office computer, load the ticket stock, choose the profile, tick Use site Ticket Logo on tickets if you want your logo on the stock, and use Print This in the ticket viewer to print one test ticket before the doors open. Set the printer as the default in the browser's print dialog so staff do not have to pick it every time.

Card terminals (POS)

For tap, chip and swipe at the door, Box Office sends the amount to a connected terminal and records the sale automatically when the buyer pays. Choose the Credit Card – Offline transaction method and the Tap on Terminal panel appears with a device dropdown. Terminals currently supported:

Other processors and terminal brands can be integrated. If your merchant provider offers a countertop or handheld terminal with an API, open a support ticket with the provider and model and we will tell you what is involved.

Terminals are optional. Without one you can still take cards in Box Office by typing the card number or using the tokenized Secure Card Form, or record cash and check sales.

Refunds, swaps & changes

All post-sale changes start in Box Office › Lookup. Find the order, click the ticket row, and pick an option. Multi-select only works within one reservation.

Refunds and voids

The options depend on how the ticket was paid:

• Cash, Print or Comp tickets: Delete Selected Tickets releases the seats. Return cash by hand.
• Online card or terminal sales: Void Complete Transaction (same day, whole order), Refund selected tickets minus service fee, Fully refund selected tickets with service fee, or Issue a partial credit to transaction (enter a dollar amount).

Refund policy is yours to set. Put it in the event description and the custom confirmation so buyers see it before they pay. Buyers cannot refund themselves. They contact you, or open a support ticket which we forward to you.

Swap and move

• Swap Ticket exchanges seats within the event. Pick the new seats and click Swap!.
• Move Ticket moves an order to different seats or a different price. It starts a new transaction; the original is replaced and the difference is credited or charged. Confirm with Move Tickets.

Resend or correct eTickets

• Ticket viewer › Email Tickets resends the PDF to the email on file.
• Edit Ticket changes the email the eTickets go to and the name printed on them. Save, then resend.
• Buyers can transfer individual tickets to guests themselves under My Account › Re-arrange Tickets. A transferred ticket is locked to the new holder.

Reports & payouts

Select an event under Manage Events › Current Events (or Past Events) and open Event Reports. Each report has Download Spreadsheet and Print.

Event Performance (under Manage Events) compares two events with tabs for Summary, Prediction, Sales Velocity, Revenue Breakdown, Customer Insights and Detailed Metrics, plus Analyze Traffic Quality and Export PDF. Aggregate Reports totals across all events.

Getting paid

• Your own merchant account: every sale settles directly to your processor on its normal schedule. There is nothing to request. The platform only bills its own fees.
• Our merchant account: ticket revenue is held until 24 hours after the event date, fees are deducted, and a check is mailed to the address in Edit Account. Each payment appears in the Main Finance Report under Payment History. Keep your mailing address current.

Marketing tools

• Send An Announcement (Manage Event menu): email and optional SMS to everyone who bought a ticket. Shows total purchases and unique emails, has an emails-per-hour throttle, and a rate limit you can override for urgent updates such as a venue change.
• Send Event Reminders: re-engage people who bookmarked the event or abandoned checkout. Choose the audience, a start time, and a send rate; Preview and Show Recipients before sending. An AI draft button writes the copy.
• View Waitlist: when the event sells out, buyers can join a waitlist. Use Notify All after you increase capacity or release holds.
• Lobby Manager: a moderated fan wall on the event page. Approve, pin or remove posts and post as the organizer.
• SMS Manager (Account menu): connect an SMS provider for transactional texts. US delivery requires an A2P 10DLC-registered number. "Reply STOP to opt out" is added automatically.
• Manage Pixels, Website Widget, Landing Page and My Calendar Feed (Account menu): tracking, an events list for your site, a hosted landing page, and a subscribable calendar of your events.
• Manage Link Tracking (Manage Event menu): create tracked links for partners and affiliates; results show in the Link Tracking and Commissions Report.

For ticket buyers: your tickets & account

• Where are my tickets? eTickets are emailed as a PDF right after purchase. Check spam, then log in at My Account where every ticket you bought is listed and can be resent or downloaded.
• Show at the door: the QR code on your phone screen or a printout. Each ticket scans once.
• Sending tickets to friends: in My Account choose Re-arrange Tickets, enter the guest's first name, last name and email for each ticket, and save. They receive their own eTicket and the ticket is locked to them.
• Refunds and exchanges: each organizer sets their own policy and processes refunds themselves. Contact the organizer using the contact details on the event page. If you cannot reach them, open a support ticket and we will forward it.
• Wrong name or email on a ticket: the organizer can fix it from their Box Office. Send them the reservation number from your receipt.
• Can't log in: use the password reminder on the login form. Accounts are per website, so log in on the same site where you bought the tickets.

Troubleshooting

Contact support

Open a ticket at Support (also under Help › Support Tickets in the dashboard, and the Support link in My Account). You get a ticket number, replies arrive by email, and the whole conversation stays in one place.

To get the fastest answer include:

• The event name or number, and the reservation ID if it is about an order.
• What you clicked, what happened, and the exact error text or a screenshot.
• For show-day issues choose the priority Urgent — show is today and add a phone number.

Not registered yet? Use the Contact Us form.