Events Frequently Asked Questions

Events Help Center

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July 8, 2020

General Questions

What is Eventgroove?

Eventgroove is an online service that lets event organizers enter event details. It then automatically creates a web page that lists the event and enables online ticket sales and promotion.

What is Eventgroove?

Eventgroove is an online service that lets event organizers enter event details. It then automatically creates a web page that lists the event and enables online ticket sales and promotion.

For host & organizers

What does it cost to use?

  • Fees are based on ticket sales – so it’s free to use if your event is free.
  • For your online sales, our service fee is 2.0% of the ticket price plus $0.50 for each ticket sold.
  • There are also fees charged by the payment processing service you select to authorize credit/debit cards, capture the transaction, and transfer your money to you. Their fees are typically in the range of 2 to 3%.
  • You may choose to absorb service and transaction fees yourself, or pass them along to your ticket buyers.
  • Still have questions? Get more details on our Pricing page.

How do I sell tickets?

For each event you run, you’ll use a “wizard” to complete the entry of all details, including the event name, date, location, the types of tickets available for sale, and their prices. You’ll also get to decide who will cover the fees (you or the buyers), and select the payment processing service you want to use. Once all that’s done, you’ll Publish your event.
Your event page has a public URL on our site. You can share that URL on social media, via email campaigns, or in any other way you think best to promote your event. When buyers reach that page they can learn about the event and purchase tickets online.

How do I get paid?

When you select your payment processing service, you’ll have to supply them with information about your business and bank account. Then 2 to 3 days after each online purchase, the net proceeds of each sale (minus fees) will be transferred to your account.

Which payment service is right for me?

Everyone has different needs and preferences… but here’s our general opinion on this:

We really like Stripe. Their fee structure is on par with PayPal, but our integration with their state-of-the-art payment flow provides the best security, giving your ticket buyers the smoothest and fastest check-out experience.
Need more convincing? If you ever have to issue a refund, Stripe will also make that process faster and easier for you. Finally, our service fees are deducted automatically when when you use Stripe – no hassles. With PayPal you’ll receive an Invoice and have to pay those separately.
If you are a long-time user of PayPal and are familiar with them, you may want to go that way… but we’d still suggest you give Stripe a try (at least once) for all the reasons stated above. You can thank us later.

Can I sell reserved seats?

Yes you can. The first time you run an event in a location with reserved seating you’ll need to provide information on the seating layout to our Customer Support team who will create an online model of the sections and seats. Typically the whole process just takes a day or two.
Once that’s set up, you’ll need to review and approve the online seating layout before ticket sales can begin. But once that’s done all future events at that location that use the same seating layout will be good to go.

Please note that events that offer reserved seating may not use PayPal as the payment processing service.

How can I promote my event?

Entire books and courses exist to answer this… but in short, you can leverage social media, email marketing, printed materials, plus any web sites you control or manage to get the word out.

Using just links with the URL for your event page, or any of the fancier buttons and embeddable “widgets” we make available to you, the possibilities are almost endless.

I don't want to sell tickets. Can I still list my event?

Absolutely. If you don’t want to sell tickets on your event page you can set your event type to Promotion Only. And of course, that meets our criteria for a “free” event, so there’s no charge – even if you do sell tickets through some other means.

Can I refund tickets online?

Yes. When you chose Stripe for payment processing, the event “dashboard” we provide you has tools to issue partial or full refunds for individual orders, as well as complete bulk refunds for cancelled events. We know cancelled events are a huge headache for everyone involved – but at least issuing the refunds won’t be.
If you chose PayPal you can still issue refunds, but you will need to Sign In to your PayPal account to do so. The event dashboard can not initiate refunds for purchases through PayPal, and there is no ability to refund all purchases for an event in one shot.

Can I sell tickets at the door of my event?

Yes – you have a couple of choices here.

  • First, anyone can continue to purchase online, right up until your event. So if you’ve enabled the Mobile Tickets option for your event, your buyers will get their tickets delivered right to their email, and can show them from their phone to gain entry.
  • You may also enable a “Pay at Door” option for your event so that you can accept cash from last-minute attendees.

How do I resend tickets to a ticket buyer?

You can do that from your event dashboard. Orders are listed chronologically, but you can also search by the buyer’s name. Once you’ve located the order there’s a link to re-send the email containing the tickets.

For Event Guests & Ticket Buyers

How are my tickets sent to me?

When you complete your order, an email is sent to you to confirm your ticket purchase. Based on what the event host set up for the event, the email may either contain your actual tickets – or just instructions to show up at a Will-Call gate to get them. Tickets delivered in the email may be in two different forms, and the host may choose one or both of them:

  • Print-at-home format attaches a PDF to the email, with a summary of the order, plus images of each ticket. You can print that out and bring it with you to the event.
  • Mobile Ticket format includes ticket details and a scannable bar-code image right in the email. No need to print, just bring your phone and present your tickets that way.

I have not received my tickets; how long does it take to get them?

Normally it takes only a few minutes for the email with your tickets to arrive. On rare occasions it may take 1 – 2 hours. A few things to consider:

  • If you paid via PayPal, we might still be waiting for a confirmation from them that they cleared your transaction. That usually happens in under a minute, but in some cases it can take a few hours to hear back from them.
  • In any case, if you don’t have your tickets within 2 hours, you can contact our Customer Support team to find out what’s up.

I can't find the email with my tickets. Can I get another one?

The first thing you can try to do is to Sign In to our system using the same email address you provided on your ticket order. If you never got a password, or lost it, use the Forgot Password link to get a new one. Once signed in, look for the EVENTS I’M ATTENDING link.

  • If your ticket order was completed, you’ll see it along with a link to re-send the confirmation email.
  • If can’t sign in or your order is not listed, you can call our Customer Support team to have them look into it.

I have a question about a certain event. Who do I contact?

The event organizer would be your best bet in this case. Just go to the public page where the event is listed and click on the link that reads Contact Event Organizer. If you’re on a mobile device, that link is found on the event page’s “Details” tab.

I am not able to attend a certain event. Can I get a refund?

The event organizer sets the policy on whether or not refunds are permitted. Either way, you’ll need to contact the organizer to ask for a refund.

 

I purchased tickets for someone else. How can I change the guest name?

You must be attending an event where the organizer has requested additional (but optional) information about each attendee. There are several ways you may do this – and you’re not limited to only one of them. If you’re assembling your crew as you go, you can enter their info at different times.
  1. When you complete your ticket order, there is a button on the confirmation page to “Enter Guest Info” that you may click to do this immediately.
  2. The email with your tickets will also have a button to “ADD GUEST INFO”. You can go back to the email to click that button at any time up until the event.
  3. If the organizer elected to send out reminders, you may get one or two emails with a reminder to do this… with a button that reads “ADD GUEST INFO”.
  4. Finally, you can sign in to the system at any time up until the event. Look for a link to the EVENTS I’M ATTENDING page. Next to your ticket order for the event there will be … wait for it …. wait for it … a link to “Enter Guest Info” to do this.

Have more questions?

Our team is standing by, and more than happy to answer any questions you have about your event!

Contact Us

Want to see Eventgroove in action?

We’d love to show you! Schedule a one-on-one demo with our expert sales team.

Request a Demo

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