Event Tickets FAQ
Answers to common questions about Event Tickets from employees, coordinators and Payroll.
For what the app is and how to set it up from scratch, see the
Event Tickets Overview.
Asking for seats
How do I ask for seats?
Open Event Tickets, find the event under Upcoming Events, and choose View Event. Enter how many seats you want, read what it can cost you, accept the ticket policy, and choose Request Seats. You can do this on your phone or in Ask AI too.
Why can’t I see the suite seats my coworker can see?
Each block of seats has its own audience, and you only see the blocks open to you. If the suite is for a group, such as your managers, and you aren’t in that group, it won’t show. If you can’t see an event at all, either none of its blocks are open to you or a coordinator hasn’t published it yet.
What will I pay, and when will I know the final amount?
The request shows what it can cost you before you accept. On fixed seats that is the price. On seats bought after demand it is the quoted top price, and you get a second notice with the final amount once the seats are bought. Free seats say so, and nothing is deducted from your pay.
I didn’t get picked. Why, and where am I in line?
A draw puts every entry in a random order and works down the list until the seats run out. Your place is in My Seats, for example “You are 2nd in line if seats come back.” If someone gives seats back, the next person in line gets them and is told right away. There’s no charge unless you end up holding seats.
I asked for three seats and only got one. Why?
The draw reached you with fewer seats left than you asked for, and that block’s rule is Give what’s left. A block can instead be set to Give none and stop or Skip to the next who fits. Your request still shows three, and you are charged for the one you hold.
Can I change or withdraw my request?
Yes, while you don’t hold seats and until the event starts. Choose Withdraw Request in My Seats, and ask again with a new number if the window is still open. Only you can withdraw your request. If you already hold seats, give them back instead.
I can’t go. Can I give my seats back?
Usually, yes. Choose Give Seats Back in My Seats, and you won’t be charged. It stops once your seats are marked sent, the event has started or the payroll period has closed, or if your company has turned give-backs off. You also can’t give back seats that are already bought when nobody is waiting for them. My Seats says which it is in place of the button, and a coordinator can still remove the seats.
Why was I charged for seats I didn’t use?
An awarded seat is billed whether or not you use it, and you accepted that on the request. Seats a coordinator gave you from a file have no request: a notice tells you, at once on a published event or when a draft is published, saying a coordinator added them and what’s deducted, and that you can give them back while they’re eligible. You aren’t charged for seats you gave back, seats a coordinator removed, or seats on a cancelled event. If a coordinator corrects a charge, you’re told, and My Seats shows what you pay after it.
Why does My Seats say Cancelled or Removed?
The event was cancelled, or a coordinator took your seats back. The line stays until the event’s date passes, with the reason and what happens to any charge. There’s nothing to do on it. Seats you gave back yourself just leave the list.
Can I give my seats to a coworker?
Not in the app. If you give seats back, they go to the next person in line. On a first-come block they go back into the block, where anyone can ask for them while requests are open.
My tickets never arrived. What do I do?
Open My Seats and answer Tickets Missing or Parking Missing. The question appears once your tickets are due, even if the list was never marked as sent, so if it isn’t there yet, ask your coordinator. A report goes at once to the group chosen in Settings, or else to your coordinators, and you’ll hear when it’s fixed. Your answer never changes what you pay. If you tapped the wrong one, choose Change Answer.
I don’t have a work email. How do I get my tickets?
The request asks Where should we send your tickets? when there’s no email on your profile. A venue that sends tickets by email needs an address, so you can’t ask without one. Seats you pick up, or tickets a coordinator uploads for you to download, don’t need one.
Can I change where my tickets go?
Yes, until they’re marked sent, if your company asks people where to send tickets or you have no email on file. Choose Change Email in My Seats. Once tickets are on their way, ask your coordinator, who can still correct it.
Can I see what seats my team has?
No. There’s no manager view, and a manager sees only their own seats. Coordinators see every request and everyone’s seats, and only they can open Reports.
Running events
Why can’t anyone see my event?
It’s probably still a draft. Staff can’t see an event until you choose Publish Event, and that needs at least one block. After that, each block waits for its own Requests Open time. An imported event always starts as a draft. If staff can’t open the app at all, it hasn’t been published to them: open its page in the Apps Marketplace and choose Publish to users, or Publish to specific groups.
When does the draw run, and can I pick the winners or run it again?
The app checks every 15 minutes and runs a block’s draw once its window has ended. You can run it sooner with Close Requests and Draw. You can’t choose winners, and a draw never runs twice, because winners are told as soon as it runs. To move seats afterward, use Release Seats on the Draw or Seats tab, which asks why on someone else’s seats and offers them to the next in line. It works until the seats are marked sent, the payroll period closes or the event starts. Remove Seats works at any time and always needs a reason, on those tabs, on Delivery and on an open payroll sheet. It offers the seats to the next in line unless they’re marked sent, or you tick The venue doesn’t have these seats. Your own seats need another coordinator or an organization admin, unless you work alone.
How do I show someone why they weren’t picked?
Open the event’s Draw tab. It lists every request in drawn order, with what each person asked for, what they got and their place in line. Check This Draw repeats the order from the stored requests and seed, and tells you whether it still matches.
Does the app send the tickets?
No. Event Tickets doesn’t connect to a venue’s ticketing system, so it can’t send, transfer or read a ticket there. You send the venue the list, or transfer tickets from your own account, and then choose Mark as Sent. For a file, you upload one for each person on Delivery. The app can’t tell whether a ticket arrived, which is why it asks each person. If you transfer from your own account, the Send Event Tickets tile in MangoApps for Chrome lists who still needs tickets, with copy buttons for each detail and Mark as Sent. You still press Transfer on the ticketing site yourself.
How do I undo Mark as Sent, or send only the new people?
Undo Mark as Sent on the Venue List tab puts everyone back to Not sent, including anyone marked one at a time. Anyone with a ticket file stays sent. It goes away once someone has answered the ticket check, a Delivered box is ticked or the event has started, because delivery has moved on, and the tab says which. Once some are sent, Download Unsent Only lists just the people still waiting.
Where can I see what happened to an event?
The History tab keeps it: draws, purchases, seats released or removed, and a cancellation, with who did it and why. The Seats tab shows everyone holding seats now.
Why isn’t someone who hasn’t answered in the Delivery alert?
Silence joins the alert only one business day before the event and after the reminder, because people often open a ticket email late. A report of something missing shows at once. Until then, the person’s row shows Asked, with No answer yet under it, and it shows Reminded, no answer once they join the alert. The app sends the question only once tickets are marked sent and due, but anyone can answer in My Seats once tickets are due, so a due row shows No answer yet even before it’s sent. Before tickets are due, the row shows Not asked yet. Seats that are due but unsent get their own line in the alert.
Payroll
Which period does a charge land in?
The period that holds the event’s date, or the next open period if that one has closed. The date of the request or the purchase doesn’t matter. A free block never lands in a period.
Why can’t I close this period?
Close Period stays disabled for one of two reasons. The period has nothing to deduct, or a block bought after demand has no price yet. Its rows say Waiting on price, and the page lists each block with its event and a link. Choose Record Purchase on that event’s Demand tab, then come back.
Can I close a period before it ends?
Yes, because payroll cut-offs often run early. The confirmation names the end date if it hasn’t passed. Closing is final: its charges freeze, people can no longer give those seats back, and any later change is a correction.
How do I fix a charge after the period is closed?
Open the closed sheet and choose Correct Charge on the row. Enter Seats Should Be and a Reason. A correction row lands on the current period’s sheet, or the next one open, with your reason and your name. The person is told, and the closed sheet doesn’t change. A correction changes the seat count at the row’s price. It can’t change the price, so take a wrong price on a closed sheet up with Payroll.
How does Payroll get the sheet, and what’s on it?
Payroll signs in. When a period closes, the Payroll group gets a notice with a link, and its members can open the Payroll page and choose Download Excel. With no group set, a coordinator downloads the sheet and passes it on. The nine columns are Employee, Event, Date, Time, Quoted Price, Quantity, Actual Ticket Price, Deduction Amount and Note, and Columns in the Excel download in Settings can drop any of them. It can also add Employee ID, from each person’s profile, which helps when two people share a name. Note carries a correction’s reason, a removal, who made it, and Left the company. A Deduction code adds one more column. A coordinator downloading an open sheet gets a file named as a draft, with blank cells where a price isn’t known yet. The app doesn’t send anything to a payroll system.
Someone left before the deduction. Who pays?
That’s your company’s call. A person who has left shows Left the company on the sheet, the Payroll page lists them across all open sheets, and coordinators are told once. Leave the charge on the sheet and Payroll sees the flag, so it can come out of final pay. Choose Remove Charge if final pay already covered it or the company is absorbing it, and say which: the sheet keeps a $0 row with your reason. On a closed sheet, use Correct Charge.
Licensing and limits
Who needs a coordinator license?
Each App admin and Contributor holds one, and that’s how the app is licensed. Organization admins coordinate without one. Employees ask for seats without one, and a Payroll group can read sheets without one.
Why did Load Sample Data stop with a message about real seats?
Sample seats and real seats would share the same payroll periods, so a Load stops, and writes nothing, if a real seat is on an open sheet or a real charge exists. A real seat requested after a Load lands on the sheet, and the sample rows drop off it. Sample events never notify anyone, and Remove Sample Data leaves your own venues and events alone.
Are there limits I should know about?
| What | Limit |
|---|---|
| Seats on a block | 1 to 10,000 |
| Parking passes per person | 0 to 20 |
| Limit seats per person on new blocks | 1 to 10,000, or blank for no limit. The default is 4 |
| Tickets Due | 0 to 30 business days before the event. The default is 2 |
| Ticket file | 25 MB. PDF, PNG, JPEG or Apple Wallet pass |
| Seat Details | 200 characters |
| Event name and description | 200 and 2,000 characters |
| Block name | 120 characters |
| Note for People on a venue | 1,000 characters |
More help
- Event Tickets Overview
- Ask AI — the Event Tickets agent answers questions from these articles, and can show people their seats, ask for seats and confirm what arrived.