Short answers to the questions Event Ticketing merchants ask most. Each answer links to the full guide where there is one.
Plans and pricing
What plans are available?
Four plans, set in the Plans screen of the app:
- On Demand — $0/mo, $1.00 per ticket sold.
- Advanced — $19/mo, $0.75 per ticket sold.
- Professional — $99/mo, $0.50 per ticket sold.
- Plus+ — $999/mo, $0.25 per ticket sold.
Every plan can sell unlimited tickets. The monthly fee buys a lower per-ticket rate plus extra features; you always pay the per-ticket fee on top.
When am I charged the per-ticket fee?
When a paid ticket sells. A ticket that costs the buyer nothing — a free ticket on your store, a $0 order created in the admin, or a test order — does not incur the per-ticket fee. It uses a credit instead (see below).
What’s the difference between the free and paid plans?
On Demand carries no monthly fee and sells unlimited paid tickets at $1.00 each. The paid plans (Advanced, Professional, Plus+) lower the per-ticket rate and unlock no-cost and imported tickets, the external admin app, emailing tickets to customers, the event calendar, and more. Free/imported tickets are not available on On Demand.
How do I change plans?
Open Plans in the app and choose a plan. Upgrades apply immediately; the button reads Upgrade, Downgrade, or Subscribe depending on your current plan. Your events, ticket designs, and settings carry over either way.
Can I trial a paid plan?
The paid plans offer a free trial before billing starts. New stores also receive a small number of free credits for testing. See Approving the spending limit and Understanding your Shopify bill.
Where do the charges appear?
On your monthly Shopify bill. The subscription is an app charge and the per-ticket fees appear as usage charges. See Understanding your Shopify bill.
Who collects the ticket revenue?
You do. The app sells tickets as ordinary Shopify products through your existing Shopify checkout and payment provider, so ticket sales settle to you exactly like any other Shopify order.
Credits
What are credits and do I need them?
Credits pay for tickets that don’t cost the buyer money. If every ticket you sell is paid, you don’t need credits — your only cost is the per-ticket fee. If you offer free tickets, import a guest list, or check in a no-cost ticket, each of those uses a credit.
What costs a credit?
Issuing a no-cost ticket costs 1 credit, and checking that ticket in costs 1 more. A ticket that already paid the per-ticket fee never costs a credit — issuing, scanning, and checking it in are all included.
How many credits do I get?
Each paid plan includes a monthly allotment of credits. On Demand includes a small number of free credits for testing only; beyond that you need a paid plan. You can also buy credit packages from the Plans screen if you run out.
Do unused credits carry over?
The app does not expire purchased credits. If your credit balance runs low or hits zero while you have no-cost tickets to issue, the app prompts you to purchase more or upgrade.
Refunds, cancellations, and changes
How do I refund a ticket and stop it scanning?
Refund the order from inside the Event Ticketing app, not the Shopify refund screen. The app’s refund form refunds the money and voids the tickets together, so a voided ticket stops scanning at the door. Leave Void tickets? checked to invalidate the tickets. See Refunding orders.
How do I cancel a whole event?
Refund every order for the event at once from the app’s refund flow, which voids all the tickets. See Refunding orders.
How do I move a customer to a different date or ticket?
Edit the order. The original tickets are voided and new tickets are issued for the replacement items. See Editing an order.
Can customers change their own tickets?
Customer self-exchange is available on the higher plans. It lets a buyer swap to another date, time, or ticket type from their order. See Editing an order.
Scanning and check-in
What do I need to scan tickets at the door?
Either the Guest Manager Check In iOS app or the Shopify POS plugin. The iOS app runs on iPhone and iPad only; the POS plugin runs anywhere the Shopify POS app runs, including Android. See Scanning app setup and platform choice.
Can I sell and scan tickets through Shopify POS?
Yes. Tickets are regular Shopify products, so they sell through POS like any other product, and the POS plugin scans them. POS order processing is a toggle in Settings — turn it off if you don’t want POS orders to generate tickets (and incur the fee). See Point of sale setup.
How many people can scan at once?
There’s no per-device limit built into the scanning apps. Set up individual scanner sign-ins in the external admin app on a paid plan.
Products and Shopify
Why did creating an event create a Shopify product?
That’s how tickets are sold. Each event is a Shopify product and each ticket type is a variant, so buyers check out through your normal Shopify checkout and the app issues tickets on purchase. See One-time event.
Can I edit the event’s product directly in Shopify?
Don’t edit the product’s options, values, or variants in Shopify — that breaks ticket issuance. Manage the event from the Event Ticketing app instead. Other Shopify product fields behave normally.
Can I change ticket prices, names, or inventory?
Edit the event in the app and save. Manual inventory changes made in Shopify are overwritten the next time you save the event. See Adjusting inventory and prices.
Do discount codes work on tickets?
Yes. A ticket product works like any other Shopify product, so Shopify discount codes apply to it.
Can I create a Shopify product first and link it to an event?
No. Use the products the app creates when you build the event.
Old dates are showing on my product page — how do I remove them?
Use the Product management setting to retire products and variants automatically once an event is over, or delete the variants in Shopify. Deleting variants does not affect Shopify reporting. Don’t delete the event. See Product management.
Customer experience
When do customers get their tickets?
On fulfillment. The app’s Fulfillment preference in Settings controls timing — issue tickets immediately on order creation, only once the order is paid, or follow your store’s default order-processing setting. A ticket shows as pending until the order is fulfilled. See Order fulfillment.
How do customers download their tickets?
From the order status and thank-you page after checkout, via the app’s checkout extension. On a paid plan you can also email tickets to buyers as attachments. See Ticket delivery setup and Emailing tickets.
Can I collect attendee names and other information?
Yes. Enable name and email collection on a ticket type, or build custom questions. See Collecting attendee information.
Do customers need an iPhone?
No. PDF tickets open on any phone or computer. Apple Wallet passes are iPhone-only, and the door-scanning apps are used by you and your staff, not customers.
