Frequently asked questions
Each answer links to the page that covers the topic in detail. If your question is about something that is not working, also see Fix a problem.
Money and payments
Section titled “Money and payments”Does Sweescape take a commission on my tickets?
Section titled “Does Sweescape take a commission on my tickets?”No. Sweescape takes no commission on your sales: you pay a subscription. Only the fees of Stripe, the payment provider, apply to each transaction. See Prices, VAT and fees.
When do I receive the money from my sales?
Section titled “When do I receive the money from my sales?”Payments go straight to your Stripe account, without passing through Sweescape. Stripe then pays the money out to your bank account on the payout schedule set in your Stripe account. See Connect Stripe.
Do the prices I enter include VAT?
Section titled “Do the prices I enter include VAT?”Yes. The price you enter is exactly what the buyer pays. The VAT is deducted from this price, not added on top.
Can I change an event’s VAT rate?
Section titled “Can I change an event’s VAT rate?”No. The VAT rate is chosen when the event is created and applies to all its tickets. For a different rate, create a new event.
Can I sell in a currency other than the euro?
Section titled “Can I sell in a currency other than the euro?”No, Sweescape only sells in euros.
How do I refund a buyer?
Section titled “How do I refund a buyer?”Refunds are made in your Stripe dashboard, not in Sweescape. Sweescape is not notified of the refund: the ticket stays valid. To invalidate it, delete the attendee in the event’s Participants tab. The seat does not go back on sale. See Sales, orders and refunds.
Who sends the invoice to the buyer?
Section titled “Who sends the invoice to the buyer?”Sweescape automatically generates an invoice in your company’s name after each payment, using the billing details of your Stripe account. A free order does not generate an invoice. See Prices, VAT and fees.
Plans and account
Section titled “Plans and account”Which plan do I need to sell tickets?
Section titled “Which plan do I need to sell tickets?”A paid plan (Advanced or Agency). The free plan only lets you manage events whose guest list you import. See Plans and subscription.
What is a “brand”?
Section titled “What is a “brand”?”It is the unit that sets the plans apart. A brand is one Stripe account, one ticketing domain and one email sending domain. The Advanced Plan covers one brand, the Agency Plan covers five. Beyond that, contact Sweescape.
What happens if I stop my subscription?
Section titled “What happens if I stop my subscription?”Your ticketing pages that are already published keep selling and your data is kept. A custom domain then redirects to the Sweescape address of the ticketing page. Paid features are no longer available.
How do I delete my account?
Section titled “How do I delete my account?”Account deletion is not available from the dashboard: write to support. See Delete your account and manage cookies.
Can several people work on an event?
Section titled “Can several people work on an event?”Yes, by adding collaborators in the event’s Settings tab, with an Advanced or Agency plan. The collaborator must already have a confirmed Sweescape account. See Work as a team on an event.
Tickets and sales
Section titled “Tickets and sales”Can I edit a ticket after creating it?
Section titled “Can I edit a ticket after creating it?”No, only its visibility can change. If the ticket has never been ordered, delete it and create it again. If it has already been ordered, create a new ticket and hide the old one behind a code. See Create and manage tickets.
How do I stop selling a ticket?
Section titled “How do I stop selling a ticket?”Turn on Hide this ticket behind a code on its card. It disappears from the ticketing page; only holders of a code that unlocks it can still buy it.
Can I schedule when a ticket goes on sale or comes off sale?
Section titled “Can I schedule when a ticket goes on sale or comes off sale?”No, there is no sales start or end date per ticket. You control sales with each ticket’s quantity, by hiding a ticket behind a code, or by publishing and unpublishing the ticketing page.
Why can’t I delete a ticket?
Section titled “Why can’t I delete a ticket?”A ticket can no longer be deleted once an order has included it, even an order abandoned before payment, or once an attendee has received it. Hide it behind a code instead.
How long are seats held during a purchase?
Section titled “How long are seats held during a purchase?”The seats picked are held for 10 minutes while the buyer fills in the form and pays. If the buyer closes the window, they are released right away. If they abandon on the payment screen, they stay blocked for about 1 hour 10 minutes.
Do attendees I add manually count toward the seats sold?
Section titled “Do attendees I add manually count toward the seats sold?”No. Only orders placed on the ticketing page lower the number of remaining seats.
Are discount codes case-sensitive?
Section titled “Are discount codes case-sensitive?”No, a code can be entered in upper or lower case. It can only contain letters, digits, hyphens and underscores. See Discount and access codes.
Ticketing page
Section titled “Ticketing page”Why does my page stay a draft?
Section titled “Why does my page stay a draft?”To be published, a page needs an active subscription, at least one ticket, a configured invitation email and a saved PDF ticket. A warning shows what is missing. See Publish and share the page.
I lost my changes in the page editor
Section titled “I lost my changes in the page editor”The editor does not save automatically and Close builder saves nothing. Save before closing. See Get started with the page editor.
Why doesn’t my page show up on Google?
Section titled “Why doesn’t my page show up on Google?”Search engine indexing is turned off by default. Turn it on in the page settings, once the page is published. See Colours, fonts and SEO.
Can a custom domain be used for all my events?
Section titled “Can a custom domain be used for all my events?”No. A custom domain serves the ticketing page of a single event and its language versions. To reuse the domain for the next edition, remove it from the old event, then connect it to the new one. See Put your ticketing on your own domain.
Does my Meta pixel track purchases?
Section titled “Does my Meta pixel track purchases?”No. The code you paste in the page settings is loaded on the ticketing page when the visitor accepts cookies, nothing more. No purchase event is sent automatically. See Pixels and tracking scripts.
Invitations and tickets
Section titled “Invitations and tickets”Do my buyers receive their tickets automatically?
Section titled “Do my buyers receive their tickets automatically?”Yes. After each confirmed order, each ticket is sent by email with its QR code and its PDF. An order for three tickets gives three attendees and three emails. See Send invitations.
Do attendees added manually receive an invitation?
Section titled “Do attendees added manually receive an invitation?”No, not automatically. Send it from the Invitation tab or from the menu on the attendee’s row.
How do I test the invitation email before opening sales?
Section titled “How do I test the invitation email before opening sales?”Add yourself as an attendee, then send yourself the invitation. There is no separate test send.
Why is my invitation SMS refused?
Section titled “Why is my invitation SMS refused?”The invitation SMS must fit in a single message: 135 characters maximum, no line breaks, no emojis and no accented characters outside the SMS alphabet (ç, ê, â, curly apostrophe…). See Send the invitation by SMS.
Marketing emails and SMS
Section titled “Marketing emails and SMS”Are my buyers added to an audience automatically?
Section titled “Are my buyers added to an audience automatically?”No. Once the event is over, the Transform into audience card in the Settings tab creates an audience from its attendees. It is a one-time copy. See Create and manage your audiences.
Why can’t I write my email campaign?
Section titled “Why can’t I write my email campaign?”An email campaign requires a verified sending domain. See Send from your own domain.
Why is the SMS channel unavailable for my campaign?
Section titled “Why is the SMS channel unavailable for my campaign?”The audience has no phone column. Choose it in the audience settings. See Audience contacts and segments.
Does Sweescape follow up on abandoned carts?
Section titled “Does Sweescape follow up on abandoned carts?”No. SweeAnalytics counts abandoned carts, but no follow-up is sent.
On the day
Section titled “On the day”Does SweeScan work without an internet connection?
Section titled “Does SweeScan work without an internet connection?”No. SweeScan checks each ticket in real time: it works on a weak network, but not offline. See Scan tickets.
I can’t find SweeScan on Google Play
Section titled “I can’t find SweeScan on Google Play”That is normal: on Android, SweeScan is installed from an APK file. On iPhone, the app is on the App Store. See Install the SweeScan app.
My team was logged out during the event
Section titled “My team was logged out during the event”A SweeScan login lasts 24 hours. Log the phones in just before the doors open, not the day before. See Get your team scanning.
Can several people scan at the same time?
Section titled “Can several people scan at the same time?”Yes. The same account can be logged in on several phones at once.
How do I find an attendee who doesn’t have their ticket?
Section titled “How do I find an attendee who doesn’t have their ticket?”SweeScan cannot search for an attendee by name. Look them up in the Participants tab of the dashboard, where you can also check them in by hand. See Check attendees in and reopen scanning.
How do I let someone who has already been scanned back in?
Section titled “How do I let someone who has already been scanned back in?”A scanned ticket does not go through a second time. For an event over several days, use Close check-in to make tickets scannable again. See Check attendees in and reopen scanning.
Analytics
Section titled “Analytics”Why doesn’t an event appear in SweeAnalytics?
Section titled “Why doesn’t an event appear in SweeAnalytics?”SweeAnalytics only shows the events you own. Events on which you are a collaborator do not appear there. See Open SweeAnalytics.
Does a refund made in Stripe change my statistics?
Section titled “Does a refund made in Stripe change my statistics?”No. A sale refunded in Stripe is still counted in SweeAnalytics.
Why are my visits from Google counted as “direct”?
Section titled “Why are my visits from Google counted as “direct”?”SweeAnalytics recognizes visits coming from the main social networks and messaging apps. All others, search engines included, are grouped under “direct”. UTM parameters are not read. See Sales and traffic of an event.
Extensions
Section titled “Extensions”How do I add a seating plan or a countdown to my page?
Section titled “How do I add a seating plan or a countdown to my page?”Add the extension to your account from the Extensions page, activate it in the event’s Extensions tab, then place its block in the page editor and publish. See Install and activate an extension and Available extensions.
Does removing an extension from my account remove it from my events?
Section titled “Does removing an extension from my account remove it from my events?”Yes. The removal is immediate, with no confirmation, and deactivates the extension on all your events.
Artificial intelligence
Section titled “Artificial intelligence”How many times can I use AI?
Section titled “How many times can I use AI?”The Advanced Plan includes 25 uses per month and the Agency Plan 50. The counter resets to zero on the 1st of each month. See AI in Sweescape.