We’re so excited for the Summer season to begin, and we’re here to ensure that your event is set up for success! That’s why our expert team has compiled a resource manual you can reference to ensure your ticket sales and on-site admission go off without a hitch.
You can also sign up and join our Event Ticketing Classrooms here. Our classrooms cover a range of helpful topics, from customizing and launching your event to event reporting.
New Releases
Our New Checkout Experience
We’ve redesigned checkout with bold, readable fonts, soft rounded corners, and a responsive layout that looks great on any device. Bigger product images boost visibility for add-ons, making upsells more appealing. The result? A smoother, more familiar e-commerce experience that drives faster checkouts and higher conversions.
Delayed Delivery
The delayed delivery feature enables you to control when customers can access their electronic tickets, either at a specific date and time or relative to the event start. This option is only supported for digital delivery methods such as E-Tickets, print-at-home, and mobile delivery.
For further configuration of this functionality, please visit our help article on delayed delivery to get started.
Self Service Ticket Exchanges
Our self-service ticket exchange feature makes it easy for customers to request a ticket swap within events offered by the same Event Ticketing seller, based on the seller's exchange policy. Customers can exchange tickets across different time slots within an event series, and sellers can choose to have exchanges automatically approved or manually reviewed by their team. Even if a series event is canceled, MyTickets exchanges remain available.
For more information on how this feature works, please visit our article: Self-Service Ticket Exchanges .
Stay Secure
2 Factor Authentication
Two-Factor Authentication (2FA) is an additional security layer for your account. When enabled, after you log in, you will be asked to verify yourself via a second channel. Enabling 2FA protects your data and your customers' data by requiring a second device to log in.
Setting up 2FA can be done from your account settings page: Settings > My Account. For more information on 2FA visit our help article: Two Factor Authentication
Recognizing Phishing Scams
If you are ever in doubt about the veracity of a link in an email from our company or any other company, hover over the link to preview it and confirm whether it leads to the company's URL.
If you are unsure about an email you have received, contact Client Services, and we can verify the email. Your digital privacy and safety are essential to us.
For more information on recognizing phishing scams, please visit our help article.
Ticket Sales
On-Site Sales
To help mitigate queuing at your event, 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 use 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:
Enabling Exchanges & Exchange Settings
Managing Exchange Requests
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, double-check your velocity filters to ensure your account isn’t limiting transactions by hour or day.
Hardware
If you still need hardware from Event Ticketing, please keep in mind that it takes about four weeks to receive it once a request is made, and all hardware requests are based on availability. To submit a request, please don't hesitate to contact support, 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. See the "Set up hardware" section below for further instructions.
We also have a trusted hardware rental company, Vernon, who can assist you with hardware rental needs.
Please feel free to get in touch with a Event Ticketing Client Support Rep to choose what equipment is recommended for your specific needs.
Scanning Tickets
Download Event Ticketing’s free ticket scanning app, Axess, from the Apple App Store and Google Play Store. Log into the app with your Event Ticketing 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 Box Office app on your iPad or Android tablet. For help getting started, check out our support guide.
Event Operations
Now that you’ve got your equipment, let’s ensure you’re fully set up to operate!
Charge your devices
This is a crucial (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 charge fully, so don’t wait until the last minute!
Check Wi-Fi
Make sure you have a good Wi-Fi connection. All of your devices will need WiFi to function correctly. You must use a mobile hotspot if you can’t connect to Wi-Fi. A good way to test your Wi-Fi connection is to:
Set your ticket scanner in the area where you’ll be scanning tickets
Process an order in the Box Office, wherever your box office window is
Scan the ticket you purchased where you’ve placed the scanner
This will ensure your Wi-Fi 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 admin.Event Ticketing.com 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 here in our help article, as well as instructional videos on setting up your printer
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.
If you are using Credit Card swipes in your Box Office setup, do a test run to make sure it is still compatible with your merchant account.
Magswipe devices are no longer officially supported for customers using Stripe. Box office transactions can still be performed, but most card information must be manually typed.
To comply with industry standards, clients using the Stripe gateway in the box office must use EMV or M2 readers for all card details to populate through the card reader. Please contact support if you need help replacing an incompatible magstripe.
Check out our EMV Terminal Set Up Guide and Video! EMV Terminal Setup
Having trouble setting up your Boca or printing tickets? Check out our extensive Troubleshooting Guide!
Questions
If you have questions, please don't hesitate to reach out to support. Wishing you a successful Summer season!