Fix a problem

Look for the symptom or the message shown (Ctrl+F or Cmd+F), then follow the fix. If the problem persists, write to Sweescape support, describing the screen concerned and the exact message.

Login and account

I didn’t receive my account confirmation email

Check your spam folder. The confirmation link is valid for 1 hour and cannot be resent from the app: if it has expired, write to support. See Create your account.

I can no longer log in after changing my email address

Changing your email address deactivates the account until you click the confirmation link sent to the new address. Neither the old nor the new address lets you log in in the meantime. The link is valid for 1 hour; after that, write to support. See Edit your profile.

The password reset code no longer works

The 6-digit code is valid for 15 minutes and 5 wrong attempts cancel it. Request a new code from Forgot Password?.

“An error occurred, please retry later!” when logging in

After too many attempts in a short time (logins or code requests), Sweescape temporarily blocks further attempts. Wait a minute before trying again.

I was logged out

A session lasts 24 hours, in the dashboard as well as in SweeScan. Log in again.

Stripe and sales

I can’t create an event with ticketing

The Event with ticketing card requires an active paid plan. With the free plan, only events with imported attendees are possible. See Plans and subscription.

“Stripe Configuration Required”, “The invoice company does not exist…” or “Invoice company does not exist…”

To sell, you need a Stripe account fully approved by Stripe (status “Account activated”) and that account’s billing details filled in. Open Settings, External connection card, Stripe row, then View accounts: finish setting up the account on Stripe if needed, then click Complete your invoice informations. See Connect Stripe.

A window offers to move up to a higher plan

The feature requires a higher plan, or you have reached the number of brands in your plan (Stripe accounts, ticketing domains, sending domains). A Stripe account still being set up already counts toward that number. See Plans and subscription.

A buyer sees “One or more tickets have insufficient stock!”

The seats requested are no longer available, often because other buyers are paying: their seats are held during the purchase. They go back on sale if those orders are abandoned. See The purchase flow.

A buyer sees “This code has reached its limit!”

The code’s quota has been reached. Orders being paid already count toward that quota. If needed, raise the quota by creating a new code. See Discount and access codes.

Ticketing page and domain

My page stays a draft when I publish

A required item is missing: at least one ticket, a configured invitation email, a saved PDF ticket, an active subscription. Only one missing item is reported at a time: fix it, then publish again. See Publish and share the page.

My visitors see “Ticketing Unavailable”

The page is not published, or has been unpublished. Deleting an event’s last ticket also unpublishes its page. See Publish and share the page.

My page changes have disappeared

The editor does not save automatically and Close builder saves nothing. Make the changes again and save before closing. See Get started with the page editor.

Saving the page fails after deactivating an extension

A page that still contains the block of a deactivated extension can no longer be saved. Open the editor, delete the extension’s block, then save. See Install and activate an extension.

My domain stays on “Waiting for DNS”

Note

The status does not update on its own: click Check now after each DNS change.

Check with your domain provider that the CNAME record shown by Sweescape exists, with exactly the name and value given. DNS propagation can take up to 24 hours. See Put your ticketing on your own domain.

“A root domain cannot be used…”

Sweescape only accepts a subdomain, for example tickets.your-domain.com, not your-domain.com on its own.

“This domain is already connected to another ticketing page.”

A domain serves only one event’s ticketing page. Remove it from the previous event (Ticket tab, domain card), then connect it to the new event.

Invitations and SMS

Invitations are not going out

In the Invitation tab, check:

• that the PDF ticket has been saved with Update in the editor (uploading the background is not enough);
• that the email sending settings are saved;
• if you clicked Edit with Canva, that the export from Canva has finished.

See Design the PDF ticket and Send invitations.

“Domain is not verified! …” when sending invitations

The invitation’s sender address uses a sending domain whose verification is not finished. Finish verifying the domain, then send the invitations again. See Send from your own domain and Customize the invitation email.

“Message is invalid!” on an invitation SMS

The invitation SMS must fit in a single message: 135 characters maximum, no line breaks, and only characters from the SMS alphabet. Remove emojis and accented letters such as ç, ê, â, á, and replace the curly apostrophe ’ with a straight apostrophe ’. See Send the invitation by SMS.

“Insufficient SMS credits…”

The credit balance of the account that owns the event does not cover the send. Buy credits from your account menu, SMS Credits. An interrupted campaign resumes with Resume sending; an SMS automation without enough credits does not go out at all and switches to an error state. See Send the invitation by SMS.

Marketing emails

I can’t write the content of my email campaign

An email campaign requires a verified sending domain, and the sender address must end with that domain. See Send from your own domain.

The button to create an SMS campaign is greyed out

The audience has no phone column. Choose it in the audience’s Settings tab. See Audience contacts and segments.

My campaign reached fewer contacts than expected

At send time, Sweescape leaves out contacts on the suppression list (unsubscribed, failed addresses, complaints), invalid values and duplicates. The number shown before sending is a maximum. See Deliverability and unsubscribes.

Attendees and imports

Importing my attendee file fails

Check that:

• the event was created with Import participants (import does not exist in an event with ticketing);
• the column names match the expected ones exactly, including capitals and accents (the order does not matter);
• the data is on the first sheet of the workbook;
• the CSV file is saved as UTF-8;
• the file is under 10 MB.

See Add or import attendees.

I can no longer find the custom fields card

The fields asked of attendees can only be changed while the event has no attendees. See Choose the information asked of attendees.

I can’t find a past event

The dashboard’s timeline view hides past events. Switch to the grid view. See Find your events.

The attendee counter is not up to date

Lists and counters do not refresh live. Reload the page.

Scanning on the day

SweeScan shows “Inexisting participant”

The QR code does not match any attendee of the event: a ticket for another event, a deleted attendee (for example after a refund) or a QR code that is not a Sweescape ticket.

SweeScan shows “Ticket already scanned at …”

This ticket has already been scanned, at the time shown. If the person should be able to come in again, reopen scanning with Close check-in in the dashboard. See Check attendees in and reopen scanning.

SweeScan shows “Ticket selected is not the same as the one in the QR Code”

The phone is set to check a single ticket type and this ticket is of another type. Go back to the SweeScan home screen and choose All Tickets or the right type. See Scan tickets.

SweeScan shows “Inexisting event”

The logged-in account no longer has access to the event, for example a collaborator removed from the event. See Get your team scanning.

“An error occurred, please retry later!” when logging in to SweeScan

This message also appears when the email or password is wrong. Check your credentials: they are the same as for the dashboard.

Artificial intelligence

“You have reach your AI limit!”

You have used all of this month’s AI uses (25 on Advanced, 50 on Agency). The counter resets to zero on the 1st of the following month. See AI in Sweescape.

AI ticket generation says there is not enough data

The AI relies on your sales over the last 12 months and requires at least three ticket types sold. This attempt does not count as a use. See Generate tickets with AI.