Cancel, postpone or change an event

Plans change. The app tells your ticket holders for you. Each ticket holder gets an email, and their replies go to your email address.

You cannot cancel or postpone an event after it ends. A postponed event does not end until you set its new date.

Cancel an event

1. On Home, tap Edit.
2. At the top of the screen, tap the red Cancel event icon.
3. Read what the cancellation will do. The screen shows the number of paid orders that we refund and the number of ticket holders that we email.
4. Enter a reason, for example "The venue is no longer available". You can use up to 500 characters.
5. If you sold tickets, you can enter a message to ticket holders. We add your message to their email. You can use up to 2,000 characters.
6. Type CANCEL to confirm.
7. Tap Cancel Event.

The app then opens Notices, where you can follow the refunds and the emails.

After you cancel:

• Every ticket stops being valid.
• We refund every paid order in full, including the booking fee. The refunds come from your balance. Buyers usually see the money within 10 business days.
• Every ticket holder gets an email about the cancellation and their refund. Holders of free tickets get an email too.
• Home shows the event as Cancelled. You cannot share or edit the event.

If a refund fails

Our payment provider, Stripe, can refuse a refund. For example, this can happen when your balance is too low. If a refund fails, a red banner on Home shows the number of refunds that Stripe could not make.

1. Make sure that your balance can pay the refunds.
2. Tap View notices.
3. Tap Retry Refunds.
4. If the refunds fail again, email support@gate98.co.

Postpone an event

Postpone an event when it cannot go ahead on its date, but you plan to run it later.

1. On Home, tap Edit.
2. At the top of the screen, tap the Postpone event icon, next to the red icon.
3. Enter a reason, for example "The headliner is unwell".
4. If you sold tickets, you can enter a message to ticket holders.
5. Tap Postpone and Notify. If you have no ticket holders, the button says Postpone.

After you postpone:

• Ticket sales and check-in stop until you set the new date.
• Home shows the event as Postponed, with a Set New Date button.
• Every ticket holder gets an email. The email says that their tickets stay valid for the new date. It also says that they can ask you for a full refund until you announce the new date. This refund includes the booking fee.
• The event stays your active event, even after its old date.

If a buyer asks for a refund, refund their tickets with the reason Event postponed, buyer can't attend. This refund returns the booking fee share from your balance.

If the event cannot go ahead, cancel it. You can cancel a postponed event after its old date.

Set the new date

1. On Home, tap Set New Date.
2. Choose the new start date and end date. The event must last between 1 hour and 3 days, and it must start in the future. The new date can be soon: the 2-day rule for a new event does not apply.
3. Tap Save and Notify. If you have no ticket holders, the button says Save.

Ticket sales open again. Every ticket holder gets an email with the old date and the new date. From this email, a buyer who cannot come has 30 days to ask you for a full refund. Use the reason Event postponed, buyer can't attend for these refunds.

Change the date, time or venue

To make a change, edit the event and save it.

If you sold tickets, some changes are significant changes. A significant change is one of these:

• The start time moves by more than 1 hour.
• The start moves to a different day.
• The venue address changes. A new name for the same address is not a significant change.

Before the app saves a significant change, it shows the old value and the new value. Tap Save and Notify to save the change, or Keep Editing to go back.

When you save a significant change:

• Every ticket holder gets an email with the old value and the new value.
• Their tickets stay valid.
• A buyer who cannot come has 30 days from the email to ask you for a full refund. This refund includes the booking fee. Use the reason Event significantly changed for these refunds.

People who buy tickets after the change know about it. The change does not give them a right to a refund.

Notices

Notices shows each email that you sent to ticket holders, and its progress:

• the kind of notice: Cancelled, Postponed or Changed
• the reason, and the old and the new date or venue
• the number of ticket holders emailed
• for a cancellation, the progress of the refunds
• for a change or a postponement, the number of orders that you refunded after it

If we cannot email some ticket holders, Notices shows their number. You can then contact them yourself from View orders.

To open Notices, tap the Notices button (a megaphone) in the top bar, next to the settings button. When a notice needs you, for example when Stripe refused a refund, the button shows a red dot.

You can also open Notices from View Notices on a cancelled event on Home, and from View on the message after you save a change.

Related

• Orders and refunds
• Payments and payouts
• Refund Policy