What does the ticket buyer see?

The customer's ticket page — QR codes, live check-in status, Apple and Google Wallet passes, the refund policy and self-cancellation.

After buying, the customer gets a ticket email linking to their personal ticket page — the thing they show at the door. On paid orders, if the venue has entered its VAT number on Settings → Payouts and Stripe, the email also carries a small "Prices include VAT" line with that number (free and complimentary tickets never show it).

Buying

The public event page opens with the event itself — its name, then the date and time, where it is and the price (the all-in price, with the booking fee inside it when the venue passes the fee on), with the event's own refund rule beside it (for example "Free cancellation with a full refund until Wed 7 Oct, 19:30 — 48 hours before."; a free event never mentions refunds). The description, any menu and the address sit underneath. Buying takes three short steps: Tickets (the ticket type, How many tickets? up to the per-order cap, and any paid add-ons — the booking fee is for tickets only), Your details (email first — a returning customer can use a code to fill in their saved details — then name, mobile, any notes and, when the event uses per-guest check-in, everyone else's first names; a signed-in customer's saved allergy is never filled into the notes — they're asked "Your saved allergy: Sesame. Is it for this booking?" and must answer Yes (it's added to the ticket's notes) or No (it isn't) before they can go on), and Check and pay, which lists the order line by line before anything is charged. At an event where guests choose their table, a Your table step comes after Tickets: a plan (or a list) of the event's tables, each table's extra, and a way to let the page choose; continuing holds the table for 15 minutes (How do guests choose their own table at an event?). If the venue runs promotions or takes gift cards, one Have a promo code or gift card? row sits on that step ("Have a promo code?" when gift cards aren't accepted) — an applied code shows its discount as its own line, and a code or gift card that covers the whole order skips the card step entirely. Continue to payment opens the card form in the same step, and the button at the bottom then shows the amount (Pay £…). While the tickets are held for the guest (15 minutes), the payment step shows how long is left ("Held for you · 14:32 left"); if the time runs out before they pay, the card form stops and Try again holds the tickets again if they're still free. Payment is by card, Apple Pay or Google Pay, and goes directly to the venue's own Stripe account. A free event has just two steps — Tickets and Your details — and ends with Get 4 free tickets (the count follows the order). On a phone the step's button and the order's total sit in a bar at the bottom of the screen; on a computer they sit beside the step with the summary.

When tickets can't be bought, the page says why and gives a way on instead of a form: "Sold out" (with a button to call the venue about returns, and See what's on), "Tickets go on sale on Mon 28 Sep at 10:00" (the real date and time, with Add a reminder to my calendar), "Ticket sales have closed for this event", "Online ticket sales aren't available right now", or "This event has ended".

After buying, the confirmation says how many tickets were bought and shows the ticket code, what was paid and — for a group ticket — the QR itself ("This QR admits 4 people"), with the Apple and Google Wallet buttons, Add to calendar and Open your tickets beside it. A per-guest order has one QR each, so the confirmation sends the buyer to their tickets page to see them all.

The ticket page

The ticket page puts the event and its pass first — on a computer in the left column, with the customer's cards on the right; on a phone they stack in that order. After the event, the review card leads the page and the Wallet, calendar and cancel cards go away.

The pass itself is laid out like the wallet pass — the venue's event pass design (colours, logo, banner) styles it, so the web ticket matches what lands in Apple or Google Wallet.

• QR code(s) — normally one QR covers the whole order, and the page, the confirmation email and the wallet pass all say so: "This QR admits 4 people", under a "Show this at the door" line. If only some of the group have come in, the page shows "2 of 4 in" and the same QR still admits the rest; once everyone is in it shows "Checked in · 4 of 4" with the time. With per-guest check-in on, every named guest gets their own QR (each admits one person), each marked "Show at the door" or "Checked in".
• Live status — the page updates in real time when a ticket is scanned at the door.
• Save your tickets — the Apple Wallet / Google Wallet buttons save the ticket as a wallet pass (shown based on the guest's device). With per-guest check-in, the order's button adds every guest's own pass in one go — on Apple and Google alike — and each guest's own button adds just theirs. The pass's front carries the door line ("This QR admits 4 people", or "2 of 4 in — this QR still admits the other 2" part-way through), the start time on the venue's own clock and the venue's address. Add to calendar saves the event to the guest's calendar. Signed-in customers find the same Wallet buttons beside each upcoming ticket in My account.
• Your order — the ticket code, the name on the booking, how many tickets and which ticket type, and when the event is.
• Your table — when a table appears: one the guest chose (or a friend's link saved them) always shows here, in the ticket email, on the Wallet pass and in the reminder; one the venue's team gives before the night shows only if the venue tells guests their table in advance; one the door gives on arrival is never sent to the phone — the door tells them. When no table shows, the page says what happens instead (for example "You’ll be shown to your table when you arrive."). A buyer whose table has spare chairs also gets a "Save seats for friends" link here.
• The policy — the refund and cancellation policy exactly as it stood when the ticket was bought (Cancellation policy & terms). A later policy change never rewrites an existing ticket's terms.

Cancelling a ticket

If the venue allows self-cancellation, the page's Can't make it? card has the cancel button, and it says it cancels the whole order: Cancel my ticket for a single ticket, "Cancel all 4 tickets" for a group of four. To confirm, the customer types the email they booked with. Whether money comes back follows the event's refund policy and cut-off, and the policy line on the page is personalised to the customer's ticket right now: inside the window it confirms "you're currently within the refund window", and once the cut-off has passed it says the full-refund window "has now passed — you can still cancel, but your ticket won't be refunded", so nobody cancels expecting money back that isn't coming. Cancellation is blocked once any ticket in the order has been checked in. If the venue doesn't take online cancellations, the card says "You can't cancel online — contact" the venue, with its phone number. If the venue moves the event, ticket holders are emailed and may be offered a full-refund cancellation regardless of the usual cut-off.

After cancelling, a Your refund card names only the money actually returned — for example "Returned: £45.00 to your payment card." — and, while a card refund is still waiting for the payment provider, a Check refund status button.

Customers can also find all their tickets under My tickets in the venue's customer portal, where the venue offers customer accounts (every plan, or the paid Tickets product — not Tickets Free on its own).

Related: How do I publish an event and sell tickets? · How do I check tickets at the door? · What can customers do in the customer portal? · How do I cancel an event or refund a ticket?

When a cancelled ticket was partly or fully paid with a gift card, the ticket page distinguishes returns to the payment card, the original gift card and a linked replacement gift card. The venue can provide replacement access when the original card cannot receive the returned gift value. The replacement keeps the original expiry; it is not an extra gift-card purchase. Any amount still awaiting return stays visible separately.