Frequently Asked Questions

If you cannot find your ticket or it is not displayed in the app, there can be several reasons. Often the ticket was accidentally deleted or you are logged in with a different email address than the one used for the order. How to proceed: 1. Open events.tickethead.io 2. Log in with the email address you used for the order 3. Click the menu with your email address in the top right and select “Orders” 4. Select the relevant order or ticket You can then have the ticket email resent, or convert the ticket type (only from PDF to digital) and resend the email. If your ticket still cannot be found, please contact support at support@tickethead.io.

In some cases our confirmation or ticket emails end up in the spam or promotions folder. It can also happen that a wrong email address was entered during the order. Please check the following: – Check your spam and promotions folder – Search your inbox for terms like “Tickethead”, “order”, or the name of the event If you cannot find an email: 1. Open events.tickethead.io 2. Log in with the email address you used for the order After logging in you can view your orders, resend tickets by email, correct your email address, and convert ticket types. If you cannot find an order there either, please contact support at support@tickethead.io.

Tickets can easily be transferred to another person in the app. Important notes on ticket transfers: Transfers are only possible if the organizer allows this feature. Whether a transfer is available therefore depends on the respective event. Below the QR code you will find the “Transfer” option. You can then enter an email address or scan another user’s wallet.

Please proceed as follows: Send an email to support@tickethead.io and ideally include the following information: – the email address of your Tickethead account – the name of the event (optional, but helpful) Our support team can then reset your wallet. Important: All purchased tickets are linked to your account. Once the wallet has been reset and you log in again, your tickets will automatically appear in the app again.

A cancellation or refund is generally only possible in certain cases. A refund is possible if: – the event was cancelled – the event was postponed – the organizer actively allows and has approved refunds or rebookings If you would still like to request a refund: Please write to support@tickethead.io and include your order number. Our support team will then check the options for your order.

Once a refund has been initiated, it usually takes 5 to 10 business days for the money to arrive back in your account. The exact duration depends on your bank or the respective payment provider. If there are delays: In some cases our support can provide you with an ARN number (Acquirer Reference Number). This makes it easier for your bank to trace the refund. Important: Unfortunately, we have no influence on bank processing times. Once the refund has been initiated by us or the payment provider, further processing lies with your bank.

If you have questions about your Access Pass, please make sure to log in — both at purchase and in the app — with the email address you received the Access Pass with. Only then can the Access Pass be correctly assigned to your account and displayed.

This error message usually appears when a per-person ticket limit is set for the event. In this case only a certain number of tickets can be purchased per account or person. If “Maximum Reached” is displayed even though you have not bought a ticket yet: A ticket may already have been temporarily reserved for you (e.g. through an abandoned purchase attempt). This reservation usually expires automatically after about 30 minutes. Please try the following: 1. Wait about 30 minutes 2. Then start the purchase again If the problem persists, please contact support.

If you have received a discount code for an event, you can redeem it directly when buying tickets. How it works: 1. Select the tickets you want 2. Enter the discount code in the “Discount” field 3. The discount is deducted from the total at checkout (during payment) Important notes: – Discount codes only apply to the standard price and cannot be applied to already discounted tickets – Combining multiple discounts is not possible

Yes, as long as the organizer also offers the PDF ticket option. If you already have a digital ticket and would like a PDF ticket instead, you can easily convert it in your account. How to proceed: 1. Open events.tickethead.io 2. Log in with the email address you used for the order 3. Click the menu with your email address in the top right and select “Orders” 4. Select the relevant order or ticket 5. Select “Convert order format”

If you received an email after your purchase that contains only an invoice but no tickets, you most likely purchased digital tickets. How to find your tickets: 1. Open the Tickethead app 2. Log in with the same email address you used for the order 3. Your digital tickets will then automatically appear in the app

We are currently working on a feature that will allow tickets to be rebooked independently. Until then, we can still help you in many cases: If you have already bought a new ticket, we can cancel your original ticket and refund the ticket price. How to proceed: 1. First book a new ticket 2. Then send us an email with: – the order confirmation of the new ticket (order number) – your old ticket (or the original order confirmation) – a note that you would like a rebooking Our support team will review the request and then refund the ticket price of your original ticket. Please note: Unfortunately, we cannot refund the fees of the original order. The ticket price, however, is refunded in full.

If you are asked for a certificate when logging in to the app, your wallet usually needs to be reset. Please proceed as follows: 1. Send an email to support@tickethead.io 2. Mention that you would like your wallet to be reset 3. Be sure to include the email address of your Tickethead account Our support team will then reset your wallet so you can log in again without any problems.

If you need a company name on your invoice, you can simply enter it when filling in the billing address. How it works: Enter the company name in the corresponding field of the billing address. The company name will then automatically appear on the invoice. If you have already received your invoice and want a company name added afterwards, please contact our support at support@tickethead.io.

No — if the organizer chooses to offer PDF tickets, using the app is not strictly required. However, the many advantages Tickethead offers are directly linked to the app. To make full use of them, downloading the app is necessary.

To make the QR code visible, you need to activate your ticket in the app. Important: Once you have activated your ticket, it can no longer be transferred or sold.

When you open your ticket, you will see the “Sell” option. After selecting it, you can set the selling price and offer your ticket on the secondary market.

In the link where you can buy tickets for the event, there is a dedicated tab called “Secondary Market”. There you will find all tickets offered for sale.

In the app, you will find the “Profile” tab at the bottom right. Tap it and you will find the “Wallet” button. There you will see a QR code and below it the corresponding wallet ID, which is needed for transferring tickets.

We offer new organizers a structured onboarding process: First you create your account, then our team reviews and approves it, and finally we guide you through the platform in a personal introduction session. Our team helps you configure your platform, integrate your brand, and go live.

Very quickly. The onboarding process usually takes 20 minutes. After successful onboarding, in most cases the first event is created together right away — and you are ready to go.

With most plans there is no monthly base fee — you pay per ticket sold. For larger volumes or enterprise solutions, we offer flexible billing models with reduced per-ticket fees.

Yes. Tickethead offers full white-label capability. From the ticket shop URL to the email confirmation and the scan app — every touchpoint can carry your brand identity.

No. You decide whether to offer only digital tickets, only PDF tickets, or both. That way all your customers get the right ticket format.

Tickethead has its own marketplace for events. In addition, you get your own link showing exclusively your events.