Support
Help articles may not be fully accurate — they can lag behind the app due to frequent updates and automated translation. If in doubt, please contact support.
On this page
Use Support for anything about the platform itself — your account, billing, a technical error, or a refund the organizer's own policy does not resolve. It is not the right place for questions about a specific event's content, parking, or schedule; those go to the organizer directly.
Raising a ticket
- Open Support and choose Create Ticket.
- Write a subject and a description of the problem.
- Pick a category: billing, technical, event, refund, or general.
- Set a priority: low, medium, high, or urgent.
- If the issue relates to a specific event, you can attach it to the ticket so support has the context without you re-explaining it.
Include your booking reference whenever the issue involves a purchase — it is what support uses to locate your order, since there is no separate per-ticket code to quote. You will find it on your confirmation email and on the booking in My Tickets.
What happens after you submit
A new ticket starts Open. Once a member of the support team replies, it moves to In Progress. When your issue is handled, it is marked Resolved; if you reply again after that, it automatically reopens to Open rather than staying closed on you. A ticket can also be Closed once everything is settled and no further replies are expected.
My Tickets (the support section, not your event tickets) lists every ticket you have raised, with its current status, and you can filter the list by status. Open any ticket to read the full thread and add a reply.
What to include
- The booking reference, if the issue involves a purchase.
- The event name, if relevant — attaching the event to the ticket does this automatically.
- What you expected to happen versus what actually happened.
- Screenshots or exact error text, if you got one.
When to contact the organizer instead
Anything about the event itself — venue directions, dietary options, schedule changes, what is included in your ticket — is faster to resolve through the organizer, not a platform support ticket. If you hold a confirmed booking, message them directly from My Tickets or from My Messages in your account menu, without needing their email address.
That conversation opens 90 days before the event and closes once the event has ended, or if the organizer cancels it — you can still read what was said, you just cannot send anything new after that point. If your question is really about your account, a payment, or a technical problem rather than something the organizer can fix, that is exactly what a Support ticket is for instead.
Good to know
- Only you, the ticket assignee, and admins can see a ticket's thread — it is not a public forum.
- Replying to a resolved ticket reopens it automatically; you do not need to create a new one to continue the conversation.
- There is no fixed response-time guarantee published for tickets — setting the priority accurately helps the right issues get looked at first.
Troubleshooting
- My ticket has been Open for a while with no reply — it moves to In Progress once someone replies; until then it is still in the queue. Check the priority you set is accurate for the urgency.
- I want to add more information to a ticket I already submitted — open it from My Tickets and add a reply; you do not need to open a new ticket.
- My ticket says Resolved but my problem is not actually fixed — reply on the same ticket; it reopens automatically to Open.
- I cannot find where to message the organizer — you need a confirmed or approved booking on that event, and the event must be within 90 days and not yet ended.