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TOPIC
Organisers
Account
Getting Started
What is Gigstarters and how does it work?
How do I create an organiser account?
Can I use the same email address for both an organiser and supporter account?
How do I set up my organiser account?
How do I connect my Stripe account?
How long does organiser account approval take?
Account Verification
How do I verify my email address?
Why haven’t I received my verification email?
What happens after I verify my email?
Why do I need a Stripe account?
Why is Stripe asking me for more information?
My Stripe account wasn’t approved. What should I do?
How do I update my Stripe information?
Why can’t I publish my gig?
Organiser Profile
What is my organiser profile?
How do I update my organiser profile?
Who can see my organiser profile?
Which email address should I use as my contact email?
Why should I complete my organiser profile?
Account Management
How do I update my organiser information?
How do I close my organiser account?
Account Privacy & Security
Who can see my account information?
Who can see my payment or bank details?
Does Gigstarters store my bank account information?
Using Your Organiser Dashboard
Campaigns & Events
What’s the difference between Campaigns and Events?
What can I do inside a Campaign?
What can I do inside an Event?
Orders & Transactions
Where can I view supporter bookings?
What information appears in Transactions?
What’s the difference between Orders and Transactions?
Why do I see Orders in multiple places?
Why do I see Transactions in multiple places?
Finances & Payouts
What is my Credit Balance?
Why does my Credit Balance show a negative amount?
What is Payout History?
What’s the difference between Payout History and Stripe?
Why do I see Finances in multiple places?
Campaign Setup & Publishing
Campaign Basics
What is a campaign?
What is a campaign start date?
What is a campaign end date?
How long can campaigns run?
Why is there a maximum campaign duration?
What is a ticket goal?
How does event confirmation work?
Can my campaign confirm before the campaign end date?
What happens when my campaign confirms?
What happens if my campaign doesn’t confirm?
What do the different campaign statuses mean?
Why must my event be at least 21 days after campaign completion?
Why must my event be within 180 days of campaign completion?
Setup & Publishing
How do I create a campaign?
Can I save a campaign as a draft?
Can I schedule a campaign to publish later?
Can I duplicate campaign drafts for recurring events?
What information is required before publishing?
Why can’t I publish my gig?
Why can’t I change my campaign goal after publishing?
Tickets & Inventory
Creating Ticket Types
How do I create ticket types?
What information should I include in a ticket type?
What makes a good ticket structure?
Is there a limit to the number of ticket types I can create?
Setting Up Ticket Inventory
How does ticket inventory work?
What’s the difference between venue-capacity inventory and ticket-type inventory?
How does venue-capacity inventory work?
How does ticket-type inventory work?
Managing Ticket Inventory
How does venue capacity affect ticket sales?
What happens when a ticket type sells out?
Can I increase ticket inventory after publishing?
Can I reduce ticket inventory after publishing?
Adding & Managing Ticket Types
Can I add new ticket types after publishing?
Can supporters buy multiple ticket types in one booking?
Can I delete or edit ticket types after publishing?
Why are ticket prices locked after publishing?
Can I create free tickets?
Add-Ons
Creating Add-ons
What are add-ons?
What’s the difference between tickets and add-ons?
How do add-ons work?
Can add-ons be purchased without tickets?
How do I create add-ons?
Is there a limit to the number of add-ons I can create?
Managing Add-ons
Can I add new add-ons after publishing?
Can I edit add-ons after publishing?
Can I remove add-ons after publishing?
How are add-ons redeemed?
Why does each add-on have its own QR code?
Why are add-on prices locked after publishing?
Managing Add-on Inventory
How does add-on inventory work?
Can I increase my add-on inventory after publishing?
Why can’t I reduce add-on inventory after publishing?
Venue Management
How do I add a venue to my event?
Do I need a confirmed venue before publishing?
Can I change my venue after publishing?
What happens if I change my venue?
How should I choose a venue before my campaign confirms?
Can I increase my venue capacity after publishing?
Why is venue capacity important?
Can I remove my venue after publishing?
What if my venue becomes unavailable?
Promo & Discount Codes
Getting Started
How do I create a promo code?
What’s the difference between the promo name and promo code?
What types of discounts can I offer?
Setting Time Limits & Urgency
Can I set an expiry date for promo codes?
Can I limit how long a promo code runs?
Managing Promo Codes
Can I create multiple promo codes?
Can I edit a discount code after creating it?
Can I disable a promo code?
Can I use promo codes after my event confirms?
Can supporters use more than one promo code?
Why isn’t my promo code working?
Media & Event Details
Event Details
How do I create an event page?
What information should I include in my event description?
Can I edit my event description after publishing?
Images
How do I upload a cover image?
How many images can I upload?
What image formats are supported?
Why isn’t my image uploading?
Can I change images after publishing?
Videos
Can I add videos to my event page?
What video links are supported?
Can I edit video links after publishing?
Why isn’t my video displaying?
Managing Live Campaigns
Campaign Editing
Can I edit my campaign after publishing?
What can I edit after publishing?
What can’t I edit after publishing?
Why are some campaign settings locked?
Campaign Dates & Goals
Why can’t I change my campaign start date?
Why can’t I change my campaign end date?
Can I extend my campaign?
Can I shorten my campaign?
Why can’t I change my ticket goal after publishing?
Supporters & Bookings
How do supporter bookings work?
Can I view supporter bookings?
How do I contact supporters?
Cancelling Campaigns
Can I cancel a campaign?
What happens when I cancel a campaign?
Can I reactivate a cancelled campaign?
Why was my campaign suspended?
Confirmation & Ticket Issuance
What happens when my event confirms?
When are supporters charged?
Why haven’t all supporters been charged?
What happens if supporter payments fail?
How long do supporters have to fix failed payments?
What can I do if a supporter’s payment fails?
Can I see which supporters have unpaid bookings?
Why does my campaign still show 100% when my ticket numbers have changed?
When are tickets issued?
Can supporters still buy tickets after my campaign confirms?
Managing Confirmed Events
Event Changes
How are event changes handled after confirmation?
Can I change my event date after confirmation?
Can I postpone a confirmed event?
What’s the difference between postponing and cancelling an event?
Can I change my event time?
Can I change my venue after confirmation?
What happens if I change my venue after confirmation?
Will supporters be notified if I change my event?
Can I stop or resume the sale of a ticket type or add-on?
Can I edit a ticket type or add-on after supporters have booked it?
Event Cancellation
How do I cancel a confirmed event?
Why do I need to contact Gigstarters to cancel a confirmed event?
What happens after I submit a cancellation request?
Who pays for refunds?
Are there any fees associated with cancelling a confirmed event?
What happens to supporters if my event is cancelled?
Check-In & Access
How do I check attendees in?
How do I give my team access to check-in?
Can multiple ushers use the check-in link?
Ticket Validation & Troubleshooting
How does QR code scanning work?
What happens when a QR code is scanned?
Can attendees check in using add-on QR codes?
What do ticket statuses mean during check-in?
What should I do if a QR code won’t scan?
Can I manually check in attendees?
Refunds & Supporter Requests
Refund Responsibilities
How do refunds work on Gigstarters?
Who should supporters contact about refunds?
Processing Refunds
How do I refund a supporter?
What happens after I issue a refund?
Can I issue refunds to specific supporters only?
Refund Policies
Can I create my own refund policy?
Should I publish a refund policy?
Who pays for refunds?
Post-Event & Payouts
Payments, Payouts & Finances
Where can I see my event earnings?
How are payouts calculated?
Why don’t my ticket sales match my payout amount?
Why is my payout handled by Stripe?
When do I get paid?
Why is my payout still processing?
Why hasn’t my payout arrived?
Can Gigstarters delay or hold payouts?
Who pays for chargebacks?
Can Gigstarters deduct amounts from future payouts?
Reviews & Event Performance
Can supporters leave reviews for my event?
Where can I see my event reviews?
Can I see my event analytics?
Trust, Safety & Compliance
Organiser Responsibilities
What am I responsible for as an organiser?
Do I need licences, permits or approvals?
Do I need Event insurance?
Account Reviews & Enforcement
Why was my campaign suspended?
Why was my event suspended?
What happens if I don’t run my event?
Policies and Legal Documents
Supporters
Account & Getting Started
Creating an Account
Do I need an account to book tickets?
How do I create an account?
Can I use the same email address for both a supporter and organiser account?
Why do I need to verify my email?
I didn’t receive my verification email
Logging In
I forgot my password
How do I reset my password?
Why can’t I log in?
Why am I not receiving password reset emails?
Managing My Account
How do I update my account details?
Can I change my email address?
How do I close my account?
Is my personal information private?
What information can organisers see?
How do I contact support?
Booking Tickets & Campaigns
Understanding Campaigns
What is a campaign?
What does “Confirmed” mean?
How do ticket goals work?
Why does Gigstarters use campaigns?
What happens when an event confirms?
What happens if a campaign doesn’t confirm?
Supporting a Campaign
How do I book tickets for a campaign?
Why do I need a payment method to support a campaign?
What payment methods can I use for campaign bookings?
Will I be charged when I make a booking?
How do I know my booking was successful?
Can I book tickets for friends?
Can I book add-ons during the campaign phase?
What’s the difference between tickets and add-ons?
Event Confirmation
What happens when an event confirms?
How will I know if an event confirms?
When will I receive my tickets?
What happens to my add-ons when an event confirms?
What happens if a campaign doesn’t confirm?
Why does Gigstarters only charge supporters after confirmation?
Payments & Charges
Why haven’t I been charged for my booking?
When will I be charged?
Why was I charged after the event was confirmed?
Will I be charged if the campaign doesn’t confirm?
What happens to my booking if the campaign doesn’t confirm?
What happens when I book tickets to an event that’s already confirmed?
Managing My Booking
Event Confirmation & Updates
How will I receive event updates?
Where can I find the latest event information?
My Tickets & Ticket Access
Where can I find my tickets?
When will my tickets appear?
Why does every ticket have its own QR code?
Why can’t I see my add-on QR codes yet?
Can I share my tickets with friends?
Can supporters transfer tickets to someone else?
What happens if I can’t access my tickets?
Can I access my tickets without the confirmation email?
Payment Issues & Failed Payments
Why did my payment fail?
How will I know if my payment failed?
How do I fix my payment?
How long do I have to fix my payment?
What happens if I don’t fix my payment?
Why was my booking cancelled?
Can I rebook tickets after my booking was cancelled?
Will I lose my add-ons if my payment fails?
Can Gigstarters manually extend the payment deadline?
How can I avoid payment issues?
Buying Tickets to Confirmed Events
How do I buy tickets to a confirmed event?
What payment methods can I use?
Am I charged immediately for confirmed events?
When will I receive my tickets for a confirmed event?
Can I buy add-ons for a confirmed event?
Why do I pay a booking fee?
Are booking fees refundable?
Where can I see booking fees before checkout?
Event Day & Check-In
Ticket Access & Entry
How do I access my ticket on event day?
How do I check in at an event?
Do I need to arrive with the person who booked the tickets?
What happens when my ticket is scanned?
What happens if my QR code doesn’t scan?
Where can I find my ticket ID?
Should I take a screenshot of my ticket?
What if I can’t access my Gigstarters account on event day?
What if I don’t have my ticket ID?
What do the different ticket statuses mean?
Add-on Redemption
What is an add-on?
Why does my add-on have its own QR code?
How do I redeem my add-ons?
Can I redeem my add-on before checking in?
Can someone else redeem my add-on?
What happens if I forget to redeem my add-on?
Can I buy add-ons on their own during event day?
Rewards & Supporter Status
Supporter Status
How does the supporter status system work?
What are the different supporter tiers?
How do I move to the next tier?
How can I see my current status?
Why hasn’t my status changed yet?
Rewards & Discounts
How do supporter rewards work?
How do I redeem a reward?
Where can I see my available rewards?
Do rewards expire?
Can rewards be combined?
Can I combine a reward with an organiser promo code?
Why can’t I use my reward?
Milestones & Progress
How do milestones work?
What happens when I reach a milestone?
Do campaigns that don’t confirm count towards milestones and rewards?
What happens when I reach Star Supporter status?
Refunds & Event Changes
Refund Requests
Can I request a refund for a campaign booking before the event confirms?
Can I cancel my booking after a campaign confirms?
Can I request a refund if I can no longer attend?
Who decides whether a refund is approved?
How do I contact the organiser about a refund?
What happens when an organiser approves a refund?
Will booking fees be refunded?
Are add-ons refunded when a booking is refunded?
Can add-ons be refunded separately from a booking?
How long do refunds take?
My refund request wasn’t resolved. What can I do?
Event Cancellations
What happens if a confirmed event is cancelled?
Who processes refunds for cancelled events?
Will I get my money back if an event is cancelled?
Will my booking fee be refunded if an event is cancelled?
How will I know if an event has been cancelled?
Event Changes
What happens if event details change after I book?
What happens if the organiser changes the venue?
Can organisers change the event date after confirmation?
What happens if I can no longer attend because event details changed?
Help & Policies
Contacting Support
When should I contact the organiser?
When should I contact support?
How do I report an organiser or event?
Policies & Legal Documents
Setting Up Ticket Inventory
How does ticket inventory work?
What’s the difference between venue-capacity inventory and ticket-type inventory?
How does venue-capacity inventory work?
How does ticket-type inventory work?
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