Support

Check the spam or junk folder first — the confirmation carries a PDF attachment, which some mail providers filter. Search for the event name rather than our address, because your provider may have renamed the sender.

If it is genuinely not there, write to us with the email address you booked with and we will resend it. Your booking is safe either way: the ticket exists the moment the payment is confirmed, whether or not the email reached you.

Your entry passes come as a PDF attached to the booking confirmation — one pass per person attending. Each carries a QR code the organiser scans at the door. Print it or show it on your phone; both scan the same.

You do not need an account, and you do not need to be online at the door — the pass in your email is the ticket.

Attendee names are set when you book. To correct one, contact the organiser of that event, or write to us and we will pass it on. A misspelled name does not stop a pass scanning at the door.

Your confirmation email contains a cancellation link for that booking — you do not need an account to use it. Open the link and follow the prompt.

If the link has expired, or the event no longer accepts cancellations, the organiser decides what happens next. Write to us and we will put you in touch.

Refunds are approved by the organiser of the event, because it is their event and their money. Once approved, the refund goes back to the card you paid with — never as cash, a voucher or a transfer, so there is nothing for you to claim.

Your bank decides how quickly it appears on your statement; a few business days is normal. If a refund was approved and has not arrived after that, write to us with your booking reference.

The organiser contacts ticket holders directly, using the email address on the booking. If you have heard nothing and the date has changed on the event page, write to us and we will chase the organiser on your behalf.

Use the "Forgot password" link on the sign-in page — it emails you a reset link. We cannot tell you your password and we will never ask for it: nobody here can read it, because only a one-way hash is stored.

If your address was never verified, ask for a new verification email from the sign-in page rather than registering a second time.

Sign in, open Your profile and choose Delete account at the bottom of the page — in the app or on the website. You confirm with your password and by typing DELETE, and the account is deleted straight away.

The privacy policy has the full process, including exactly what is removed, the financial records we are required to keep, and what happens if you are the only administrator of an organisation with upcoming events or money still to be paid out.

Register your organisation, verify your email address, and complete your profile. Once your organisation is active you can create events, set ticket types and publish.

Ticket money is collected through our payment provider and passed to your organisation, less the platform commission and the card processing cost. The exact figures are in your agreement and on your finance page in the portal — they are not quoted here, because a number repeated in two places is a number that eventually disagrees with itself.

When the money lands:

1. Each sale shows as pending on the Money page. It becomes available a set number of days after the event ends, once the payment has cleared.
2. Once an event's money is available, request its payout from Money. Add your bank details there first. A request below the minimum payout amount is turned away with the minimum stated, and each event has one payout in progress at a time.
3. Every payout is checked and approved by two people on our team, then paid by bank transfer to the account you saved. Its status on the Money page moves from Being reviewed to Approved, On its way and Paid, and we email you once it is paid.
4. Refunds come out of the available balance, so if your balance goes below zero after refunds, payouts pause until later sales cover it.

Ticket money is not available before the event, so it cannot pay for a venue deposit due earlier. If you need it by a particular date after the event, write to us as soon as you request the payout and we will tell you when to expect it.

Write to us for a statement, or to query a payout.

An organisation administrator can invite other administrators and volunteers from the portal, and each invitation is emailed as a single-use link. If nobody on your team can sign in any more, write to us from an address on the organisation's record and we will verify you before changing anything.

Scanning needs camera permission. If you declined it, grant it again in your device settings for SmartBooking, then reopen the scanner. Clean the lens, and give the code even light — a bright screen behind a dark code is the usual culprit.

Passes can also be checked by entering the reference by hand, so a camera fault never stops the door.

Pull to refresh, or close and reopen the app. Pages are cached so they still open on poor venue wi-fi, which occasionally means you are looking at the version from a moment ago.

If it persists, write to us and include the build shown at the bottom of this page — it tells us exactly which version you are on.