Frequently asked questions

If your question isn't answered here, email [email protected]. We reply within one business day.

Buyers

I didn't receive my confirmation email

1. Check your spam / promotions folder.
2. Sign in and open /my-tickets — your tickets are always there, even if email delivery failed.
3. From the order detail page, click Resend confirmation.
4. Still nothing? The email on file might be wrong — contact support with your order ID.

Can I change the name on a ticket?

Most events don't check names at the door — the QR code is what matters. If the organiser does check names (common for 18+ events), contact them via the event page's Contact organiser link.

If you want the ticket to belong to someone else entirely, use Transfer instead.

How do I save an event for later?

Tap the heart on any event card, or the Save button on the event page. Everything you save lives at /saved, split into Upcoming and Past, and it's completely private — no one can see your list. Full details in Saving events.

The event I want is sold out

Options:

• Follow the event — you'll be notified if more tickets are released
• In-app resale marketplace — some events allow buyers to resell; check the event page
• Waiting list — if the organiser has enabled one, you can join

Can I add more tickets to an existing order?

No — each purchase is its own order. Just buy a second order for the extra tickets.

I paid twice by accident

Open /my-tickets. If both purchases show up as successful orders, email support with both order IDs and we'll refund the duplicate.

Why is there a security check before payment?

When you buy through a ticket widget embedded on an organiser's own website, checkout can include an automatic Cloudflare security check above the payment button. It usually verifies you in the background without any interaction; occasionally it asks you to complete a short challenge. If the form says Complete the verification to continue, finish the check first — the order won't submit without it.

The ticket widget says it isn't available on this domain

Ticket widgets only work on the website their organiser registered. If you see "This widget isn't available on this domain", the page embedding the widget isn't the organiser's registered site — buy from the event's page on Ithas Fire or from the organiser's official website instead. If you are the organiser, check your embed settings.

How do I follow a venue or organiser?

Open any venue, artist, or organiser page and click Follow. You'll get notifications when they publish new events. Tune channels and the distance filter under /account/settings. See following organisers and venues.

What is the resale marketplace?

When organisers allow it, attendees can list their tickets for sale and others can buy them — fully tracked through Ithas Fire so there are no invalid screenshots at the door. See resale marketplace.

Why does an event hide its address?

For house shows and private events, organisers can obscure the location — you see a fuzzed circle on the map (or just an area name) plus a notice saying when the exact address unlocks. Ticket holders get the full address at the reveal time (typically 24 hours before start) by in-app notification and email; buy later than that and it's in your confirmation email directly. See where is this event?.

I have a ticket — when do I get the address?

If the event obscures its location, the exact address unlocks at the reveal time shown on the event page. You'll get an in-app notification and an email with the address and directions; buying after the reveal puts the address straight in your confirmation email. See where is this event?.

How do I volunteer at an event?

If an event is recruiting, a Volunteer button appears on its page. Pick a role or shift, apply as a guest or signed in, and you're either confirmed instantly, queued for review, or waitlisted if the shift is full. See volunteer at an event.

Someone asked me to coordinate a volunteer group — what can I do?

An organiser can hand you one group to run without giving you admin access. From the console link in your invite email you review, check in, and pull helpers into your group, and broadcast to it — but nothing outside it. See coordinate a volunteer group.

My QR code is rejected at the door

It usually means one of: (a) someone scanned it before you, (b) you transferred the ticket (the original code is invalidated), or (c) you're at the wrong event. Contact the organiser via the event page's Contact organiser link.

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Account

How do I change my password?

Open /account/settings, section 05 — Security, click Change password. If you signed up with Google or Apple and never set a password, use forgot password to set one.

Can I sign in with multiple providers?

Setting a password on a Google or Apple account lets you sign in either way. Linking a second OAuth provider (Google + Apple on the same account) isn't supported yet.

Can I be both a buyer and an organiser?

Yes — one account does both. You become an organiser once you connect Stripe Connect and publish an event.

How do I delete my account?

/account/settings, section 06 — Danger zone, Delete account, then confirm with your password.

How do I get booked to play at a venue?

Turn on Performer mode in /account/settings (Performer section), then click Request to Play on the public page of any verified venue that accepts booking requests. Track or withdraw sent requests from the same Performer section. See performer mode and booking requests.

How do I control which notifications I get — and can I get texts?

Open /account/settings, Notifications section. Each category (order confirmations, event announcements, promotions, organiser updates) has per-channel switches for in-app, email, push, and SMS. SMS is off by default and unlocks after you verify a phone number on the same page. See notification settings.

Can I download a list of all my past orders?

Not yet — on the roadmap. For now, open each order from /my-tickets and download its receipt individually.

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Organisers

Can I edit an event after publishing?

Most fields, yes. Constraints:

• Capacity can only go up, never below the number already sold
• Reducing a ticket price triggers partial refunds for buyers who paid more
• Changing date or venue notifies all buyers automatically

Can people download the audio I add to my event?

Only if you let them. Audio clips in your event description are stream-only by default. Turn on Allow download on the clip in the builder's Edit tab to add a Download audio button on the event page. It's a per-clip setting — see add audio to your event description.

How do I issue a refund to a specific buyer?

Refunds are buyer-initiated through /my-tickets. If a buyer needs a refund but the eligibility check blocks them (event already started, payout complete, etc.), email support — we can often intervene.

When will I get paid?

Depends on the payout schedule you picked. See the table in payouts and settlements. The earliest option, ASAP, transfers funds about 2 days after each sale.

My event isn't showing up in search

Three common reasons:

• Event is still in DRAFT status — publish it
• Start time has passed — COMPLETED events are filtered out of search by default
• You set location visibility to Obscured — map and location searches use the fuzzed public point inside your circle, not the real address; with the map fully hidden the event has no map point at all, so it only surfaces through text search and direct links

How do I take ownership of my venue's page?

If your venue already has a page but you don't control it, open that page and use Claim this venue. Prove you operate it with an account email at the venue's domain, an emailed code, or an uploaded document; most claims are then reviewed by our team before the venue verifies. Track the status in your account settings under Venue claims. If the venue already has a verified owner, you'll see Already claimed with a dispute option instead. See claim your venue.

How do performers send my venue booking requests?

Verify your venue, switch on Accept booking requests in the venue's page settings, and keep the Request to Play block on your venue page. Requests arrive in the venue's Bookings tab and expire after 14 days if you don't respond. See receive booking requests from performers.

How do I recruit volunteers for my event?

Switch on Accept volunteers in the event builder's Volunteering section, then add roles and shifts in the event's Volunteers tab. Review applications, check volunteers in, and export hours from the same tab. See recruit and manage volunteers.

Can I recruit volunteers that aren't tied to one event?

Yes. Post a volunteer ask for your organisation, a place you manage, or yourself — it gets a public sign-up link, and you can organise responders into groups and hand each group to a coordinator. See recruit standing volunteers.

Can I give volunteers a free ticket?

Attach a comp reward to an event's volunteering: a free ticket issued automatically when a volunteer is approved or checked in, with an optional budget cap and an audit ledger. Configuring rewards needs a finance role. See comp rewards for volunteers.

Can I run a private / invite-only event?

Yes — publish as normal and share the direct link. The event stays accessible via URL. Setting location visibility to Obscured with the map fully hidden keeps it off public maps and location-based search (it can still be found by title), and the exact address only ever goes to ticket holders — see obscured locations.