We’re so excited for the winter season to begin, and we’re here to make sure that your event is set up for success! That’s why our expert team has put together a resource manual you can reference to ensure your ticket sales and onsite admission go off without a hitch. For more tips & tricks for setting up your event series, check out our live Leap Classrooms here!
Ticket Sales
On-Site Sales
To help mitigate queuing at your winter attraction, consider placing posters with a QR code to your online event listing within your box office line. You can use an online QR code generator to convert your online event page link into a QR code, enabling your customers to purchase tickets on their mobile devices and skip the line!
Exchanges
Will you allow customers to exchange their tickets for another date and time if they cannot make their original date? If so, we encourage you to take advantage of our self-service exchange feature.
Check out our help articles that will walk you through how self-service exchanges function and how you can enable them for your customers:
High-Volume Sales
If you use your own merchant processor to process sales, we highly recommend contacting your provider to ensure your account is prepared for high-volume transactions over a short period. For certain merchants, the sudden onset of mass transactions (like on opening night!) can trigger fraud alerts, so make sure your credit card processor is ready.
For Authorize.net customers specifically, double check your velocity filters to ensure your account isn’t limiting transactions by hour or day.
2FA For Your Ticket Buyers
To better protect your ticket buyer’s accounts and their tickets, My Tickets now uses two-factor authentication (2FA) at sign-in.
Here's what to expect:
- Go to the My Tickets login page and enter their email address and password as usual.
- We'll email a 6-digit authentication code to the email address on their account.
- Open that email, then enter the 6-digit code on the My Tickets screen to finish signing in.
If the code doesn't arrive
They will see a 30-second countdown on the login screen. Once it finishes, a link appears to send a new code. Before requesting another one:
- Check their spam or junk folder.
- Make sure they’re checking the email address associated with their My Tickets account — the address they used when they purchased their tickets.
- Note that only the most recent code will work. If they request a new one, any earlier codes stop working.
If they’ve requested a new code and still aren't receiving anything, clear their browser's cache and cookies, then try signing in again.
Hardware
If you still need hardware from Leap, please note that it takes a minimum of four weeks to receive it once it’s requested, and that all hardware requests are based on availability. To submit a request, please contact clients.ticketing@leapevent.tech, and we’ll be happy to help.
If you don’t have rented equipment from us, don’t fret!
- You can always use your own devices. We recommend testing all equipment at least two weeks before your first event.
- We also have a trusted hardware rental company, Vernon, who can assist you with hardware rental needs.
Please feel free to sync with a Leap Client Support Rep to choose what equipment is recommended for your specific needs.
Scanning Tickets
Download Leap’s free ticket scanning app, Axess, from the Apple App Store and Google Play Store. Log into the app with your Leap credentials or create additional users specifically for scanning. Creating specific users for each scanner can be helpful if you’re looking to report on data for each device to understand where most of your traffic is.
The following guides will tell you everything you need to know about using the app:
Box Office Sales
You can access the Box Office through your web browser, or download our Sold Out! app on your iPad or Android tablet. Check out our support guide for help getting started.
Operations
Now that you’ve got your equipment let’s make sure you’re fully set up to operate!
Charge your devices
This is an incredibly important (yet sometimes overlooked) step. We recommend plugging your devices into their chargers, then into a surge protector. Note that devices could take a few hours to fully charge, so don’t wait until the last minute!
Check WiFi
Make sure you have a good WiFi connection. All of your devices will need WiFi to function properly. If you can’t connect to WiFi, you will need to use a mobile hotspot. A good way to test your WiFi connection is to:
- Set your ticket scanner in the area you’ll be scanning tickets
- Process an order in the Box Office, wherever your box office window will be
- Scan the ticket you purchased where you’ve placed the scanner
This will ensure that your WiFi is strong enough to keep the scanners syncing new ticket purchases.
Set up hardware
Open and test all your hardware by doing the following:
- Set up scanner users (if you have individual users for each scanner)
- Log into all of your scanners
- Test that you can scan newly purchased tickets
- Open the Box Office interface on your computers by logging into https://admin.leapevents.com/login/ and choosing the “Box Office” tab at the top of your page
- Check that all of your ticket types are priced correctly and available for sale.
- Set up and test your Boca Printer (if you’ll be printing thermal tickets)
- You’ll need to have the proper printer driver installed on your computer before you’ll be able to print; you can find the links to download the drivers in our help article.
- Make sure that Sidekick, the application that helps you print thermal tickets, is up to date; you can follow these instructions on how to print tickets on your thermal printer and this guide if you need to install Sidekick on your device.
- Having trouble setting up your Boca or printing tickets? Check out our extensive Troubleshooting Guide!
- If you are using Credit Card swipes in your Box Office set up, do a test run to make sure it is still compatible with your merchant account.
- Magswipe devices are no longer officially supported by Leap for clients across all merchants. Box office transactions can still be performed, but most card info must be manually typed.
- To comply with industry standards, it is recommended that clients use an EMV or an M2 reader for all card details to populate through the card reader.
- Check out our EMV Terminal Set Up Guide and Video here!
Questions
If you have questions, please reach out to clients.ticketing@leapevent.tech.
Wishing you a festive holiday season from Leap Event Technology!