Frequently asked questions

Nowhere near us. Every paid event runs on Stripe Connect direct charges: the buyer's card is charged straight into your own connected Stripe account, not a Million Tickets pooled account. Million Tickets is never in the settlement chain and never holds your ticket revenue in escrow, before or after the event.

On your own Stripe account's normal payout schedule to your bank — the same schedule Stripe gives any direct Stripe user, typically a rolling 2-day cycle once your account is fully verified. Million Tickets doesn't impose an event-end holdback or a separate reserve on top of what Stripe itself does for new or higher-risk accounts.

Your organization needs a connected Stripe account with charges enabled and details fully submitted — this is checked live before publish and again at checkout, not assumed from a saved flag. Free events and pay-at-the-door (cash/EFTPOS) ticket types never require Stripe at all, so you can publish and sell those with zero setup.

Card checkout for that event is blocked immediately (the reservation is released, not left stuck) until you resolve the restriction in Stripe — you'll see the exact overdue/required fields in your dashboard, not just a generic "restricted" label. Any ticket type set to pay-at-the-door keeps selling normally, since it never touches Stripe.

Yes — Payments shows the live payment method configuration read directly from your connected Stripe account (cards, Apple Pay, Google Pay, Afterpay/Clearpay, NZ bank account, etc.), plus a report of which methods buyers actually used per event and per transaction, not just what's theoretically enabled.

$0.80 per ticket + payment processing on every paid ticket — a flat NZ$0.80 platform fee, not a percentage of price, plus Stripe's own processing cost. Free events and pay-at-the-door tickets have a $0 platform fee. There's no monthly subscription, no listing fee, and no cost to create or publish an event. Full worked examples are on the pricing page.

Yes, per event, before you publish. Absorb it and the fee comes out of your own proceeds, so the price you advertise is exactly what the buyer pays. Pass it to the buyer and it's itemized on top of the ticket price at checkout — both the flat fee and the processing cost, calculated and shown before payment, not estimated afterward.

It's calculated from Stripe's standard NZ domestic card rate (2.65% + $0.30), grossed up correctly for pass-to-buyer orders so the amount charged actually covers Stripe's cut on the full payment including the fee itself. A different card network, country, or payment method can cost Stripe a different amount in practice — the amount quoted and charged to the buyer is fixed before they pay, regardless.

No — every transaction in your dashboard shows gross ticket price, the Million Tickets fee, the processing fee, any refunded amount, and your net figure as separate line items, both per order and rolled up per event, so you don't have to reverse-engineer it from a Stripe payout total.

The fee recalculates after the discount is applied, so a fully comped $0 order (100%-off code, or a complimentary ticket you issue directly) never charges a platform fee — you're not paying a fee on revenue that was never collected.

No — pick from standard presets (no refunds, refunds up to 30/14/7/1 day(s) before the event, or a custom policy you write yourself) when you set up the event. Whatever you choose is shown on the checkout page and the ticket footer before anyone buys, so there's no dispute later about what was promised.

You choose. A full refund can either just refund the money, or refund and restock — putting that ticket back into the sellable pool and, for assigned seating, releasing the specific seat back onto the map. Partial refunds are also supported. Either way the original order, payment, and refund records stay intact for your accounting.

Every ticket holder is emailed automatically that the event is cancelled. Cancelling doesn't auto-refund anyone — you then process refunds per order from your dashboard using your own judgment on timing and any policy you'd already published, rather than the platform silently emptying your Stripe balance.

Because payment runs through your own connected Stripe account (not a Million Tickets account), a card dispute is handled directly in your Stripe dashboard the same way it would be for any Stripe-connected business — Million Tickets is not the merchant of record and doesn't intercept or manage disputes on your behalf. If you need order or check-in evidence to respond to one, that's exportable from your dashboard.

Yes, but it's treated as a real change, not a quiet edit — you'll be asked to confirm, and every attendee is emailed automatically about the update. Editing copy, images, tags, or your bio never triggers an attendee email, since those don't affect anyone who's already bought.

You can raise a ticket type's quantity or add a new tier anytime. Shrinking capacity is only ever allowed down to what's already sold plus reserved — the platform won't let you accidentally invalidate tickets that are already out.

Sold seats are permanently protected: an assigned section can have rows added (keeping the existing seat layout intact) but can't be shrunk or have its existing seats renumbered once any of them are sold. A zone/quantity section can have its capacity increased, but never dropped below what's already sold or held. Need a different shape entirely — add a new section rather than resizing the old one.

Archiving just hides it from your main Events list — nothing about its orders, tickets, or payment history changes, and you can restore it anytime. Deleting is permanent and is only allowed for an event with zero orders, tickets, payments, or payouts recorded against it — once real money or a real attendee is attached, the event is kept for your own financial and audit record rather than being deletable.

Yes — a multi-date/multi-location event lets you add repeatable date and venue blocks under one public listing. Each date gets its own independent ticket inventory and seating, and buyers pick which date/location they want as part of checkout, rather than you creating and marketing a separate event page per date.

The event moves to Completed on its own — you don't need to manually close it out. A sold-out event that gets inventory back before the date (a refund, an expired pending order, a released hold) automatically reopens for sale; nothing about that requires you to intervene.

Yes — generate a shareable scan-only link per event that needs no login and no team invite at all. It grants check-in access and nothing else: no financial figures, no attendee list, no settings. You can revoke it independently at any time without affecting anyone else's access.

Staff is check-in and attendee tools only — no financial, event-setup, team, or Stripe access. Manager can run day-to-day operations across events, ticketing, and payments. Owner has everything Manager has plus billing/account-level actions like closing the account. Roles are enforced server-side on every request, not just hidden in the UI.

Yes — orders and attendees both export to CSV, filterable by event and status, including check-in timestamps, with no row cap. It's your data; you're not dependent on us for your own accounting, mailing list, or door-day paperwork.

An organization that has never published a real event can delete itself immediately and completely, self-service — there's nothing to lose because nothing real happened yet. Once an event has actually been published, closing the account instead goes to a reviewed request, specifically because real order, ticket, and payment history needs to be retained rather than silently destroyed.

No. Guest checkout is enabled by default — simply enter your name and email address, pay with Apple Pay, Google Pay, or card, and your order is confirmed in under a minute without needing to set or remember a password.

You can retrieve your tickets anytime via our self-service Find your tickets page. Enter the email address used during purchase, and we'll instantly email you a secure link to access, view, and re-download all your tickets and tax receipts.

Display the digital QR code on your smartphone from your confirmation email, saved ticket page, or Apple/Google Wallet pass. Door staff will scan it in seconds. A printed copy of your PDF ticket is also accepted if your phone battery is low.

Yes. Your confirmation email and order page include a link to download print-ready PDF tickets with high-contrast QR codes, plus Add to Apple Wallet and Add to Google Wallet when those are enabled. We strongly recommend saving a wallet pass or PDF before heading to venues or outdoor festival locations with patchy cell service.

Yes. Open your ticket from the confirmation email or Find your tickets link, then tap Add to Apple Wallet or Add to Google Wallet. The pass uses the same door QR that staff scan at entry. It works on iPhone (Safari) and Android (Google Wallet). Organizers can turn this off per event in ticket page settings.

Yes. Unless the organizer has designated the event as non-transferable with strict ID requirements, you can forward your ticket email or PDF to the person attending. For events requiring named ID checks, contact the organizer to update the registered name.

Refund policies are set independently by each event organizer and displayed on the event checkout page. If an event is postponed or cancelled, you will be notified immediately by email, and the organizer can issue a full or partial refund directly back to your original payment card via Stripe.

Yes. Every paid order confirmation email includes an itemized order receipt showing ticket prices, fee breakdowns, and organizer details suitable for expense claims and GST accounting.

All card transactions are processed directly by Stripe, certified to PCI Service Provider Level 1 — the highest security standard in the payments industry. Million Tickets never sees, processes, or stores your raw credit or debit card numbers.

Our core database infrastructure is powered by Supabase Postgres hosted in the Sydney (Australasia) region, ensuring fast latency for New Zealand and Australia, high availability, and strong data privacy safeguards. We never sell attendee information to third-party data brokers.

Every issued ticket contains a cryptographically unique QR token. The moment a ticket is scanned at the venue door, its status is verified and recorded atomically across all scanning devices, instantly invalidating duplicate scans or unauthorized screenshot copies.