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Why is my event/ticket sold out?

Jeremy Tang Updated by Jeremy Tang

If your event or ticket is saying "sold out" when it shouldn't be the case, please check the following few things:

1. Have you enabled the "Waitlist" feature?

Once a waitlist is triggered, it will not go away (so as the "sold out" status attached to it) unless you disable it. Learn more about our Waitlist feature here.

If you would like your event to go back to normal sales, simply follow the steps below:

  1. Check your ticket capacity in "Tickets >> Ticket Types" and make sure you have increased the ticket capacity so that enough tickets will become available for sale;
  2. Offer tickets to all the people on the waitlist so they know tickets have become available again;
  3. Disable waitlist by toggling off the feature in "Manage attendees >> Waitlist >> Waitlist settings".

2. Have you selected your event to "Show Sold Out"?

You can manually mark your event as "sold out" when it hasn't. This is a quick way to put a pause on sale if, for example, you have noticed you've oversold the venue.

You may have accidentally done this without knowing. Simply check this by going to the ... button next to the "Unpublish" button and click Hide Sold Out to disable it.

3. Have you switched on the "Sold Out" override for the ticket type?

Similar to your event, you can manually mark a ticket type as "sold out" when it hasn't.

You may have accidentally done this without knowing. Simply check this by going to the Settings button (cog-shape) next to the ticket type and toggle it off to disable it.

4. Check your "Total Event Capacity"

"Total Event Capacity" puts a cap on the total number of tickets you can sell for any given event. It is particularly useful when your venue has a capacity limit.

However, you might have put an incorrect number for your total event capacity without knowing. Simply go to "Tickets >> Ticket Types" to check this field. If you don't intend to put a cap on the number of people attending your event, simply make sure:

Total Event Capacity >= Combined Number of Each Ticket Type Capacity

5. Check your "Grouped Capacity" (if used)

"Grouped Capacity" puts a cap on the total number of tickets you can sell for a combination of ticket types. It is particularly useful when you have a capacity limit for a session within a series of events.
"Grouped Capacity" is different from "Ticket Groups". If you want to categorise your tickets into several groups for better accessibility, please learn more here about Ticket Groups.

If you have used this feature by mistake, simply delete the grouped capacities you have created by clicking the bin button under "Action".

5. Check your "Ticket Capacity"

When your ticket capacity (i.e. tickets allocated for sale) is lower than the number of tickets sold, your ticket will be "sold out".

Simply check if you have entered the correct amount by going to "Tickets >> Ticket Types" (third column).

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