---
title: "Ticketing manager questions answered"
description: "Get straight answers to 24 questions ticketing managers ask, from what your buyers pay and when your ticket money reaches you to how your team runs the day."
canonical: "https://www.ticketfairy.com/solutions/ticketing-managers/questions"
---

1. [Ticket Fairy](https://www.ticketfairy.com/)
2. [Solutions](https://www.ticketfairy.com/solutions)
3. [Ticketing managers](https://www.ticketfairy.com/solutions/ticketing-managers)
4. Ticketing managers: your questions answered

# Ticketing managers: your questions answered

  [Get started free](https://manage.ticketfairy.com/welcome?utm_source=compare&utm_campaign=solutions-ticketing-managers-questions) [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo)

- **24** questions answered
- **23** pages that show you how

You can open every release at the right moment, keep tickets with fans on a busy on-sale, fix a buyer's order while they wait and move your crowd through the door. Here you can find out who pays the booking fee, how guests and partners get their tickets, and when your ticket money reaches you.

1. [Can I limit how many tickets one buyer can take?](#can-i-limit-how-many-tickets-one-buyer-can-take)
2. [Do I have to switch the waiting room on?](#do-i-have-to-switch-the-waiting-room-on)
3. [What happens to an order waiting on an ID check?](#what-happens-to-an-order-waiting-on-an-id-check)
4. [Who can refund an order from the dashboard?](#who-can-refund-an-order-from-the-dashboard)
5. [Do fans pay a fee to resell their tickets?](#do-fans-pay-a-fee-to-resell-their-tickets)
6. [Does the seller's ticket stop working straight away?](#does-the-seller-s-ticket-stop-working-straight-away)
7. [Does scanning work without a signal?](#does-scanning-work-without-a-signal)
8. [How do box office staff take payment?](#how-do-box-office-staff-take-payment)
9. [Why do Ticket Sales and Sales by Type give different totals?](#why-do-ticket-sales-and-sales-by-type-give-different-totals)
10. [Can my next price tier go on sale by itself when early bird sells out?](#can-my-next-price-tier-go-on-sale-by-itself-when-early-bird-sells-out)
11. [How do I hold back tickets for artists, guests and partners?](#how-do-i-hold-back-tickets-for-artists-guests-and-partners)
12. [Can I sell tickets that only my members or a trade group can see?](#can-i-sell-tickets-that-only-my-members-or-a-trade-group-can-see)
13. [Once I sell out, can fans who missed out still get returned tickets?](#once-i-sell-out-can-fans-who-missed-out-still-get-returned-tickets)
14. [A buyer is on the phone. How do I find their order fast?](#a-buyer-is-on-the-phone-how-do-i-find-their-order-fast)
15. [A buyer says their tickets never arrived. What do I do?](#a-buyer-says-their-tickets-never-arrived-what-do-i-do)
16. [Can I move a buyer to a different ticket type or seat?](#can-i-move-a-buyer-to-a-different-ticket-type-or-seat)
17. [How do I send free tickets to my guest list?](#how-do-i-send-free-tickets-to-my-guest-list)
18. [Can an act's management or a sponsor hand out their own guest tickets without asking me each time?](#can-an-act-s-management-or-a-sponsor-hand-out-their-own-guest-tickets-without-asking-me-each-time)
19. [Can people leave and come back in on the same ticket?](#can-people-leave-and-come-back-in-on-the-same-ticket)
20. [How do I find out why people are being turned away at the door?](#how-do-i-find-out-why-people-are-being-turned-away-at-the-door)
21. [Can my co-promoter or the venue see live sales without me sending figures?](#can-my-co-promoter-or-the-venue-see-live-sales-without-me-sending-figures)
22. [Do my buyers pay the booking fee, or do I?](#do-my-buyers-pay-the-booking-fee-or-do-i)
23. [What happens to my buyers' tickets if I have to move the date?](#what-happens-to-my-buyers-tickets-if-i-have-to-move-the-date)
24. [When do I get my ticket money?](#when-do-i-get-my-ticket-money)

## Can I limit how many tickets one buyer can take?

Yes. You choose a number from 1 to 20 for each ticket type. The limit counts active tickets of that type across the account's orders. A buyer whose email has no customer account yet is not held to it on a first purchase. So set a limit per order as well when the first order matters.

Under Tickets on the event, you select Edit on the ticket type. You turn on Set maximum number per customer account and enter a number from 1 to 20. You then turn on Set custom maximum quantity per order, enter the most one basket can hold, and select Save.

Each limit belongs to one ticket type, so repeat the change for each type that needs it. To test the account limit, you can place small orders from an existing customer account in a private browser window until it reaches the limit, then cancel the test orders so the tickets return.

[Limit how many tickets one buyer can take](https://www.ticketfairy.com/guides/limit-who-can-buy-tickets)

## Do I have to switch the waiting room on?

No. The waiting room turns itself on for any on-sale when arrivals climb. Buyers see their place, and refreshing the page does not move them up or down, so say so in your announcement.

Buyers already in checkout keep paying quickly, because the waiting room slows how fast new buyers enter checkout when arrivals climb. Everyone waiting sees their place and roughly how long they have to wait.

The rest of the on-sale is planned beforehand. The publish time is scheduled so the event opens at the minute you announced, and each release has its own allocation and on-sale time. Invitations to your own list or pre-registration mean your keenest buyers are not queuing with everybody else.

After the on-sale, you can message your waiting list when you add a release, and contact the buyers who left tickets in their basket from the Abandoned Carts tab of Orders.

[Keep a high-demand on-sale running smoothly](https://www.ticketfairy.com/guides/keep-a-high-demand-on-sale-running-smoothly)

## What happens to an order waiting on an ID check?

The buyer's card carries an authorization, not a charge. The buyer does not get their tickets, and the tickets do not go back on sale. Ticket Fairy emails the buyer a reminder every twelve hours and starts clearing an untouched order after seven days. A card authorization can also expire on the bank's own schedule.

On Orders, the Needs Verification tab shows every order waiting on a check. Each row is money you have not taken and stock you cannot sell.

Resend verification in the row menu asks the buyer again. Capture & verify, then Capture & bypass, takes the payment and issues the tickets without the check, such as for a buyer you know. Cancel & release hold, then Cancel order, puts the tickets back on sale. Neither a capture nor a cancellation can be undone.

[Clear the orders waiting on an ID check](https://www.ticketfairy.com/guides/verify-buyer-identity-at-checkout)

## Who can refund an order from the dashboard?

The event owner, who confirms each refund with a code Ticket Fairy emails them. The order must be paid by card through your own connected payment processing account. Each ticket must still be valid, and the event's funds not yet paid out. Ticket Fairy support refunds anything else for you.

On Orders, you find the order on the Paid tab, open its row menu and select Refund. You check the amount and the order number, select Get authorization code, then enter the six digits from the email and select Confirm Refund. The order moves to the Refunded tab, the barcodes stop working and the tickets go back on sale or to your waiting list.

The Refund option appears once Ticket Fairy has turned on dashboard refunds for the event. The option disappears for the whole order when the order holds a table booking or a ticket already checked in, resold, transferred or refunded. The dashboard refund returns the whole order's face value, and the booking fee stays charged.

If your code is older than thirty minutes, Refund Code, then Resend, gets you a new one. Each refund appears in the activity log with the amount, the order number and who confirmed it.

[Refund an order on your event](https://www.ticketfairy.com/guides/refund-an-order)

## Do fans pay a fee to resell their tickets?

Yes. The seller pays a resale fee of 10% of what they paid for the ticket, not counting the booking fee. For currencies other than US, Australian or New Zealand dollars, pounds sterling and euros, it is capped at the equivalent of US$20. Events in India carry no resale fee, and Ticket Fairy can set a different fee for your event.

Under Tickets, then Settings, you select Settings on the Anti-Scalping/Fraud Settings card. You turn on Ticket resale, and Add-on resale if you want it, then select Save. The fee applies to every resale from the moment Ticket resale is on.

The new buyer pays the ticket type's current price at an ordinary checkout, with the booking fee as for any other ticket, so nobody can mark a ticket up. On Performance, Ticket Resale shows each ticket listed for resale, with its status and who bought it.

[Let buyers resell their tickets at face value](https://www.ticketfairy.com/guides/let-buyers-resell-their-tickets-at-face-value)

## Does the seller's ticket stop working straight away?

No. A ticket listed for resale still scans until a new buyer pays for it. Once the sale completes, the seller's ticket stops working and the new buyer gets their own ticket. The seller is refunded what they paid, less any amount already refunded and, in most cases, the booking fee.

A buyer who cannot come opens their order in their Ticket Fairy account and chooses Sell Ticket. They sell it to the next person on your waiting list for that ticket type, or to someone they know, whom Ticket Fairy emails a link to buy it.

With Enable waiting list after ticket sell-out on in the Tickets settings tab, a listed ticket goes to the next person in line. A buyer can take a ticket off resale until a new buyer pays for it. Sell Ticket does not appear on free and guest tickets, a ticket already scanned in, or a ticket still being paid off in installments.

[Let buyers resell their tickets at face value](https://www.ticketfairy.com/guides/let-buyers-resell-their-tickets-at-face-value)

## Does scanning work without a signal?

No. The Entry Fairy app needs an internet connection to scan tickets, so check the connection at each entrance before the doors open.

The day before, you can check the connection at every entrance. Each person who scans joins as Door Staff and installs the Entry Fairy app from Download App on Check-In while they have a good connection.

One guest ticket sent to yourself on a ticket type that admits once, and scanned on every phone before the doors open, confirms each phone is ready. The first phone admits it, and every other phone shows it as already checked in, with the time and who scanned it. You then find the test ticket in Individual Tickets and select Unscan ticket, so your count starts from the first real guest.

[Prepare your door team for event day](https://www.ticketfairy.com/guides/prepare-your-door-team)

## How do box office staff take payment?

In cash, or by card with tap to pay on a compatible Android phone. Taps work when your payment processing account is in a country where tap to pay works, your event's venue is in that same country, and your business address or the venue's address is complete. Card payments go through the same account as your online sales.

Your box office sells in the Entry Fairy app, from the same ticket types as your event page, so you never sell the same ticket twice. A second door, a roaming seller and your box office can all take cards at the same time, and no phone needs setting up.

If a phone does not offer card taps, the app names the reason, such as an event with no venue or a business address that is not complete. Once you fix what it names and save, the option appears within a minute.

Box office sales have their own card on Performance, beside your net revenue. Box Office Sales shows each sale by seller or by date, with cash and card apart, so you can settle up with each seller on the night.

[Check-in and box office](https://www.ticketfairy.com/features/check-in-and-box-office)

## Why do Ticket Sales and Sales by Type give different totals?

Ticket Sales leaves complimentary orders out and Sales by Type counts them. So where you give out guest, artist or crew tickets, Sales by Type is the larger of the two. Ticket Sales also counts tickets held but not yet paid for. Refunded tickets drop out of both.

Guest tickets are recorded at zero, so they add nothing to your takings. Ticket Sales leaves those complimentary orders out, and Sales by Type lists them under their ticket type at zero. The gap between the two is roughly what you have given away.

On a canceled event, Ticket Sales counts the refunded orders instead, while Sales by Type still leaves them out, so the gap between the two is at its largest. Net revenue takes referral rebates off, adds add-on revenue and keeps box office sales in their own card.

[See how your ticket sales are going](https://www.ticketfairy.com/guides/check-your-sales)

## Can my next price tier go on sale by itself when early bird sells out?

Yes. Each price release is its own ticket type, and you choose when each one opens: once the previous ticket type sells out, at a date and time, or whichever of the two comes first.

Under Tickets on the event, you select Edit on the release, or Create for the next one. Under This ticket type should be available:, you choose Once the previous ticket type sells out, At a specific time on a specific date, the either option, or Always. You enter the Sales Start Date and Sales End Date in the venue's local time, then select Save.

A release that waits for the previous one opens when the nearest earlier release in the same ticket category sells out, skipping disabled and always-hidden ticket types. The releases sit in the order buyers should follow. To reveal a hidden release later, you turn on Hidden and choose when it appears, such as at a date and time.

[Schedule ticket releases](https://www.ticketfairy.com/guides/schedule-ticket-sale-windows-and-release-tiers)

## How do I hold back tickets for artists, guests and partners?

You turn on Hold tickets on a ticket type and enter who the tickets are for and how many. They stay out of the public on-sale, and your sales figures do not move.

Under Tickets, you open the ticket type and turn on Hold tickets. You enter who the tickets are for in Hold for, such as Artist guest list, then the number in Quantity of tickets, and select Save. The type reads sold out to buyers once what has sold plus what you hold reaches its maximum.

Holding from a ticket type buyers already know rather than a separate one sends tickets you never use back on sale. The name and number are fixed once saved, so remove the hold and add a new one to change it. A personal invitation can draw on a hold, and the hold shrinks as your guests buy.

[Hold back tickets for later](https://www.ticketfairy.com/guides/hold-back-ticket-stock)

## Can I sell tickets that only my members or a trade group can see?

Yes. The ticket type can stay hidden behind an access code, so the event page stays public and the ticket appears only to people who enter the code. For a single named buyer, a personal invitation carries their own link and limit.

On the ticket type, you turn on Hidden, choose Always hidden and save. Under Marketing, Promotions, you then create a promotion with the code you plan to share. You select Add tickets, choose the hidden ticket types and choose No Discount, and leave Auto-apply when cart reaches this many tickets empty.

A private browser window lets you test it: no hidden ticket should appear before you enter the code, and every attached ticket should appear after it. If a code reaches the wrong group, you replace it and save the promotion. To keep the whole event page private, Password required to view event in Event Settings does that instead.

[Unlock hidden tickets with an access code](https://www.ticketfairy.com/guides/unlock-hidden-tickets-with-an-access-code)

## Once I sell out, can fans who missed out still get returned tickets?

Yes. With your waiting list on, when a ticket comes back through resale, a refund or a canceled payment plan, Ticket Fairy emails the next fan in line for that ticket type a link to buy it at its current price. If they do not buy in time, the offer passes to the next fan.

Under Tickets, then Settings, you turn on Enable waiting list after ticket sell-out and select Save Ticket Settings. Once a ticket type sells out, the event page shows a Join Wait List form. Maximum tickets for waiting list on a ticket type spreads returned tickets across more people.

The time to buy shortens as the event nears, from thirty-six hours more than two weeks out to eight hours on the last day, and Ticket Fairy can set one fixed window for your event instead. On Performance, Waiting List shows who is waiting, offered, bought or dropped out.

[Run a waiting list for a sold-out event](https://www.ticketfairy.com/guides/run-a-waiting-list)

## A buyer is on the phone. How do I find their order fast?

On Orders for the event, Search finds the buyer by name, email address, phone number or order number. Search also finds orders by ticket type, promotion or the words in a team note.

Search looks only in the tab you have open, so select All Orders when you are not sure what happened to the order. A buyer who left checkout before paying is on Abandoned Carts.

The order shows its tickets on the left, and the buyer's details, where the sale came from and Order Notes on the right. Add Note records what you agreed with the buyer, so the next person on your team sees it. Buyers never see your notes.

[Find and manage the orders for your event](https://www.ticketfairy.com/guides/find-and-manage-your-event-orders)

## A buyer says their tickets never arrived. What do I do?

In their order, you check the email address on the ticket and correct it with Edit Ticket if it is wrong. Resend in the order's menu then sends the same tickets out again.

You select Edit Ticket on the ticket that is wrong, correct the first name, last name or email address, and select Save. The barcode stays the same, so a ticket already saved to a phone still scans. You then select Resend, check the Email Address and select Resend again.

A resend delivers to the address you enter and leaves the order unchanged, so edit the ticket as well when the buyer should keep the new address. If it still does not arrive, a work address that filters outside mail is the usual cause, and resending to a personal address usually solves it.

[Resend a buyer's tickets and fix their details](https://www.ticketfairy.com/guides/resend-tickets-and-fix-a-buyers-details)

## Can I move a buyer to a different ticket type or seat?

Yes. Change Ticket Type on the order moves every valid ticket on it, and their barcodes stay the same. On a seated event, Change Seat beside one ticket gives its holder a different seat.

On the order, you select Change Ticket Type, choose the new ticket type and select Save. Moving tickets charges nothing and refunds nothing, so settle any difference in price with the buyer first. If the new type has sold out, Override stock lets the move through. A name you correct with Edit Ticket keeps its barcode too.

For a seat, you open the menu beside the ticket's code, select Change Seat, pick the new seat on your seat map and select Save. Neither change emails the buyer, so tell them yourself or resend their tickets from the order.

[Move a buyer to a different ticket type or seat](https://www.ticketfairy.com/guides/move-a-buyer-to-a-different-ticket-type-or-seat)

## How do I send free tickets to my guest list?

On Guest Tickets for the event, Send Guest Tickets lets you choose the ticket type and enter each guest's name and email address. Each guest gets a ticket with its own barcode, and your door team scans it like any other.

When you select Send, the issued list fills in with the name, the type, who sent it and when. For a long list, Upload CSV sends them all. Each guest ticket comes out of the stock of the type you chose, so many teams make a Guest list ticket type with its own allocation.

Guest orders are recorded at zero, so they add nothing to your takings, and a ticket export has a Guest Ticket column so you can tell them apart. You can send guest tickets as the owner, an admin or a curator on the event.

[Send free tickets to your guest list](https://www.ticketfairy.com/guides/issue-guest-tickets)

## Can an act's management or a sponsor hand out their own guest tickets without asking me each time?

Yes. A delegation gives them exactly that: a sign-in link of their own that lets them issue only the ticket types you chose, up to the number you set. They never see your sales, your buyers or the rest of your event.

On Delegations for the event, you select Create Delegation. You enter the Delegation Name, then select Add Ticket and choose each Ticket Type, its Quantity and its Type. Under Add User, you enter the partner's name and email address, then select Manage Access and Copy access link, and send it to them.

An invitation type suits a partner whose people buy their own tickets, such as a competition or a member presale. Guest tickets the partner already issued stay valid if you delete the delegation, while unbought invitations stop working.

[Let a partner hand out their own tickets](https://www.ticketfairy.com/guides/let-a-partner-hand-out-their-own-tickets)

## Can people leave and come back in on the same ticket?

Yes, once you turn on repeat scanning for that ticket type and set how many scans it allows each day or hour. With repeat scanning off, a ticket lets its holder in once and the scanning app refuses a second scan.

On the ticket type, under Ticket Rules, you turn on Tickets can be scanned multiple times per event. You choose Day or Hour in Time Period and enter the Max Scans. For a weekend pass, Day with 1 allows one entry in each rolling 24 hours. Add rule sets an hourly limit as well.

A daily rule counts the 24 hours before each scan, so it does not reset at midnight. Once the ticket type is saved, one ticket tested in the scanning app inside and after the window shows your door team what to expect.

[Set ticket entry and repeat-scan rules](https://www.ticketfairy.com/guides/set-ticket-entry-and-repeat-scan-rules)

## How do I find out why people are being turned away at the door?

Check-In on the event shows them under Refused scans. It counts every ticket turned away by reason, so you can act while the doors are still open.

You choose the day, or Whole event. Shown again after check-in counts tickets scanned again when they were already in and the ticket type does not allow re-entry. Many of them at different entrances in a short time usually means a ticket was shared as a screenshot.

Show each refused scan gives you the list. It names ticket holders, so Ticket Fairy records your name each time you open it. The tab shows for brands with the Event Operating System, and you can open it with an owner, admin, producer, support or Stats login.

[See why tickets were refused at the door](https://www.ticketfairy.com/guides/see-why-tickets-and-passes-were-refused-at-the-door)

## Can my co-promoter or the venue see live sales without me sending figures?

Yes. A sales report link can cover only the ticket types and add-ons they have a stake in. Your partner opens it with their own Ticket Fairy login and watches sales and revenue as tickets sell.

Under Settings on the event, you scroll to External/3rd-Party Sales Reporting. You enter a Name, choose each ticket type in Add a Ticket Type and any add-ons, and turn on Hide Breakdown by Date to share totals only. You select Generate Sales Tracking Link, then click the link in the new row to copy it.

The report shows the number sold, the stock left, revenue and gross revenue for the ticket types you chose, and refreshes every ten seconds. A link keeps the choices it was made with, so make a new link to change them. If a link reaches the wrong person, Regenerate Link replaces it.

[Share a live sales report with a partner](https://www.ticketfairy.com/guides/share-a-live-sales-report)

## Do my buyers pay the booking fee, or do I?

You choose for each event. With Added, the default, the buyer pays the booking fee on top and you receive the full ticket price. With Absorbed, the buyer pays exactly the ticket price and the fee comes out of what you receive.

Under Tickets on the event, you choose a card under Booking Fees on the Inventory tab, or choose it while you create the event. The choice comes before your first ticket type, because you cannot switch between Added and Absorbed once ticket types exist. One choice covers every ticket type and add-on on the event.

The booking fee depends on the ticket price and the event's country, and your Ticket Types table shows the exact amount for every price you enter. Changing the choice never changes what you receive on existing orders, because each order records it when it is placed.

[Choose who pays the booking fee on your event](https://www.ticketfairy.com/guides/set-who-pays-the-fees)

## What happens to my buyers' tickets if I have to move the date?

Every ticket stays valid for the new date, and Ticket Fairy emails each ticket holder when you confirm. You choose who can ask for a refund: every ticket holder, only those who bought before the postponement, or nobody.

On the event, you select Event Details and select Postpone Event. You choose whether the new date appears on the event page, enter the new Start Date and End Date, and choose the date the postponement notice shows until. You choose who can request a refund, then select Postpone Event and Confirm.

It is worth checking the sale end, doors time, last entry and each ticket type's entry times against the new date. You cannot postpone after the event has ended or after its money has been paid out, so in either case contact Ticket Fairy support.

[Postpone or reschedule an event](https://www.ticketfairy.com/guides/postpone-or-reschedule-an-event)

## When do I get my ticket money?

You choose how your brand is paid. With Paid out after your event, Ticket Fairy takes the card payments and pays you 10 to 15 business days after the event. With Before your event, as tickets sell, each payment goes to your own card payment account as it is made.

Choosing to be paid as tickets sell needs your own card payment account set up and active before the on-sale, and that account pays out on its own schedule. When you are paid after the event, the money goes to the account under Payout Details on your brand's Details page, and one event can use a different account.

Dashboard refunds stop once the event's money has been paid out, so after that, Ticket Fairy support refunds your buyers for you. Pending refund requests or chargebacks extend the wait for a payout.

[Check the payout for your event](https://www.ticketfairy.com/guides/check-your-payout)

[Ticket Fairy for ticketing managers](https://www.ticketfairy.com/solutions/ticketing-managers)

**You choose the tools to start with** You can start with event management or marketing alongside your current ticketing provider. If you decide to move ticketing, your account manager helps with setup, customer-data imports and training.

## Start Selling Tickets Online

Sign up without a credit card and build a test event before you commit. Go on sale in minutes when you are ready.

    No monthly subscription required for ticketing    Start selling tickets immediately    Ticketing tools included in the service fee   [Get Started](https://manage.ticketfairy.com/welcome?utm_source=compare&utm_campaign=solutions-ticketing-managers-questions)

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---

This page is on Ticket Fairy, a ticketing, marketing and operations platform for live events and the venues that host them: festivals, club nights, concerts, conferences and tours, and night clubs, beach clubs and concert venues. It grows revenue with fan rewards that turn an audience into a sales channel, and runs the money side with payments and payouts, Vault business banking, and working capital advanced against ticket sales. [How Ticket Fairy ticketing works](https://www.ticketfairy.com/event-ticketing) · [Ticket Fairy for AI assistants](https://www.ticketfairy.com/llms.txt)