Frequently Asked Questions

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Frequently Asked Questions

Someone has booked the wrong ticket/date/time. What do I do?

You can correct the booking by using our brand new Swap feature! Please note: swapping does NOT transfer any financial value to the new ticket/order or manage any price difference. Therefore, if the…

Updated 6 hours ago by Jeremy Tang

My attendees can't find their tickets. What can I do?

1. Check if they have entered the correct email address. Simply follow the steps below: Head over to Reports >> Orders from the top menu bar;. Locate the order by searching for the Order ID, Name, or…

Updated 3 months ago by Jeremy Tang

How do I collect information from my attendees?

1. Adding more questions for your attendees (such as dietary requirements, consent to photography, terms and conditions, etc.). By default, for each order, we will collect the buyer’s first name, las…

Updated 3 months ago by Jeremy Tang

Who pays the fees (passing on or absorbing)?

1. Passing on fees. By default, " Pass on fees " is selected and means fees will be added to the ticket price. With this option, your customers (ticket buyers) will be paying for the booking fees on…

Updated 4 months ago by Jeremy Tang

When will my event be paid out?

Humanitix will transfer the ticket proceeds to your nominated bank account within 5 business days post your event’s completion. For events with recurring dates, each date (occurrence) will be paid ou…

Updated 5 months ago by Jeremy Tang

What about GST?

Note: Please consult with your tax advisor for advice regarding your tax obligations (GST) with respect to the collection of taxes from attendees on your ticket sales. Humanitix cannot provide any ta…

Updated 2 years ago by Jeremy Tang

Navigating permissions and giving access to your team

We give organisers the ability to provide event access and management permissions to their team. Permissions can be issued across multiple events and span from full event access to strictly scanning/…

Updated 3 weeks ago by Jeremy Tang

Setting up notifications for ticket sales

You can set up 3 different notifications for your chosen emails. Notifications for a single event. To set this up for an event: Head to Events and select your event from the list;. From the left menu…

Updated 1 month ago by Jeremy Tang

How do I unpublish an event?

To unpublish an event, open the event dashboard. You can find the event under the " Events " tab on the top menu bar. Click " Manage " Click " Unpublish " in the top right. What if the ticket button…

Updated 2 months ago by James Humpherson

How can I change the number of tickets people can buy?

By default, people can select to purchase from 0 to 10 tickets from the dropdown (as shown below): You can customise the options in the dropdown by tweaking the 3 settings below: By default, these 3…

Updated 3 months ago by Jeremy Tang

How do I communicate my event's impact?

It's a good time to tell your network the amazing impact you are making. Whether you are donating to our partner projects, or running events for your own charity, you can leverage the social impact y…

Updated 3 months ago by Jeremy Tang

What are "pending tickets"?

Pending tickets. "Pending tickets" are tickets within orders that are undergoing the checkout process. They might be in the middle of purchasing, or perhaps they've forgotten to finish. Pending ticke…

Updated 3 months ago by James Humpherson

Why have my ticket sales ended?

By default, ticket sales end as soon as your event ends (based on the end date you have set for your event or a recurring date of your event). If your ticket sales have ended unexpectedly, it's likel…

Updated 4 months ago by Jeremy Tang

Why is my event/ticket sold out?

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…

Updated 7 months ago by Jeremy Tang

How do I create a bundle deal?

With Packaged Tickets and Automatic Discount , you can easily create bundles to boost your ticket sales. You will need to set up some individual ticket types first before you can create any bundle. H…

Updated 8 months ago by Jeremy Tang

When will my tickets go on sale?

By default, the ticket sales start and finish as your event does (after you have published your event). You can further restrict a ticket type to go on sale later or finish sale earlier by doing the…

Updated 11 months ago by Jeremy Tang

Where do I set up the not-for-profit rate?

For charities and not-for-profits (NFPs) that are not our partner charities, we offer our platform at a significantly reduced rate, which we believe is the best value on the market (our effective cos…

Updated 11 months ago by Jeremy Tang

How can I change my account email or password?

Changing Your Account Email. Unfortunately, it is not possible to change your account email for now :( However, if you have decided to use another email, you can submit an account transfer request by…

Updated 11 months ago by Jeremy Tang

Can I transfer my account to another one?

Hang on.... If you are looking to have your team to share access to your events, you can utilise our My Team feature instead. To set it up, simply follow this guide. If you have decided to use anothe…

Updated 11 months ago by Jeremy Tang

How do I issue complimentary/free tickets?

Warning before You Proceed : You might oversell your event. Tickets manually allocated will take up and can also override ticket and event capacities. What are ticket and event capacities?. Issuing t…

Updated 1 year ago by Jeremy Tang

Can I delete my orders?

Due to auditing standards, unfortunately, you will NOT be able to delete any orders successfully placed as we are required to keep all transaction records. f you have made any test orders or would li…

Updated 1 year ago by Jeremy Tang

Can I delete my events?

If your event has NOT sold any tickets.... This means there is no order successfully processed - you can check this by going to "Orders / refunds >> Orders" from the side menu bar. There should be no…

Updated 1 year ago by Jeremy Tang

How to hide the mobile question?

You won't be able to hide the question completely but you can make it optional. You can do so by changing the setting on an event level or on your account level (as default): For an event. Go to your…

Updated 1 year ago by Jeremy Tang

I have been shared full access permission from my colleague, but I can't see the event from my list of events?

It is very likely that the event you are looking for was a specific event access that was shared from the event owner to your colleague, which does not get passed on to you even when your colleague s…

Updated 2 years ago by Jeremy Tang

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