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.

The email change link did not arrive or has expired

Your current address stays active until you click the link sent to the new address: keep logging in with it. Check the spam folder of the new address. The link is valid for 1 hour: to get a new one, enter the new address again in Settings, Update account information card, then click Update. 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: log in again. In SweeScan, the session renews on its own when you open the app within the 12 hours before it expires. Once it has expired, the Session expired alert appears: log in again. See Install the SweeScan app.

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 invoicing details. See Connect Stripe.

A window offers to move up to a higher plan

The feature requires a higher plan, you have reached the number of brands in your plan (Stripe accounts, ticketing domains, sending domains) or the number of collaborators on this event, or your AI credits for the month are used up. 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: an activated Stripe account, the billing details of that account, 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: the message This page contains a block that is no longer available, for example from an extension removed from this event. Delete this block in the page builder, then save again. appears. Open the editor, delete the extension’s block, then save. See Install and activate an extension.

My domain stays on “Waiting for DNS”

Note

As long as the domain is not live, its status is checked again each time you open the event in the dashboard. After a DNS change, click Check now to check right away.

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.

My domain shows “Failed”

The domain could not be activated, or it no longer points to your ticketing page. Check with your domain provider that the record shown by Sweescape is still in place, then click Check now. If it still fails, remove the domain and connect it again.

“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 created the PDF ticket in Canva without saving a background before, that the export from Canva has finished: the design is only saved on export.

After Edit with Canva, the PDF ticket keeps its previous background until the export finishes: invitations go out with the old design in the meantime.

If some sendings failed, a red box says so at the top of the Invitation tab: check the contact details of the attendees who did not receive their invitation, then send it again.

See Design the PDF ticket and Send invitations.

“Domain is not verified! …” on the invitation email

The invitation’s sender address uses a sending domain whose verification is not finished. This message appears when you save the invitation email; when sending, the message The domain of the custom sender is not verified. Verify it in the settings or stop using the custom sender. appears for the same reason. Finish verifying the domain, then send the invitations again. See Send from your own domain and Customize the invitation email.

My invitation SMS is refused

The invitation SMS must fit in a single message, invitation link included (it is added automatically and takes about twenty characters): 160 characters from the SMS alphabet, or 70 as soon as it contains an emoji or a character outside that alphabet, such as ç, ê, â, á or the curly apostrophe ’. The € sign, square brackets and curly brackets count double. Line breaks are accepted, variables are not. A message under the field reports the problem: shorten the text, or replace special characters, for example ’ 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 10 MB or less: above that, a message says so as soon as you drop it.

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 or a QR code that is not a Sweescape ticket.

SweeScan shows “Refunded ticket”

The ticket was refunded: it is no longer valid and the person must not come in with it. You can check the attendee’s row in the Participants tab, marked Refunded. See Refund a ticket or an order.

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.

“Incorrect email or password, please try again!” when logging in to SweeScan

The email or password is wrong. Check your credentials: they are the same as for the dashboard. If “An error occurred, please retry later!” appears instead, the problem lies elsewhere, for example the internet connection: try again a little later.

Artificial intelligence

“You have reached your AI limit!”

You have used all of this month’s AI credits (25 on Advanced, 50 on Agency). The counter resets to zero on the 1st of the following month. This message appears in SweeAnalytics; in the dashboard, the subscription window opens on AI credits used up instead. Without an active subscription, AI is not available. See AI in Sweescape.

AI ticket generation says there is not enough data

The AI relies on your paid 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.