FAQ

Do you have a question concerning oeticket.Light? Here is where you'll find frequently-asked questions and our answers

Didn't find the right answer? Please use our contact form.

General

When is oeticket.light suitable for selling my event(s)?
  • Event up to 2000 tickets
  • Free seats

Are you unsure? Please contact us contact form.

Can I create a seat map?

Yes, with our seat map editor you can create your own seating plan. You can offer your customers to choose a seat in the seating plan or to benefit from the best seat booking option. Simply activate the seat map toggle in the section ‘Venue’.

Registration

How can account details be changed?

Changes to your address or bank details should be sent via the contact form to our support team.

From when can events be sold?

After submitting your registration, our sales team will process your request. In the meantime, please add your bank details in your account and therefore prepare everything for later event settlement. As soon as you receive confirmation of your registration from us, you can publish your events for sale.

Which data still needs to be added?

You can add and save your bank details in the «My Profile» section. To do this, click on your user name in the menu or directly on «My Profile». Here you will find the data for your registration request and the input form for your bank details.

Create events

What is an event series?

Basicly this feature helps you to organize recurring events that take place on different dates. You only need to fill in the event details once and can apply them to all event dates.

If all events take place in the same location, please choose ‘Events recurring in the same location’ in the section “Type of series”. This way your chosen location will be applied to all events of the series. 

If the events take place in varying locations, select ‘Series with different locations’. Now you can add a different location to each event individually. 

You can also select ‘Online events’, if all events of the series take place digitally.

To change the venue for one event out of the series, please proceed to "How can I change my event to a different venue?" in the "Edit events" section. 

Which data must be stored in the event information area?

In the first step of creating an event, you define the framework data and description of your event. Event title: In addition to the title, you can also use the header and subtitle for further information such as the programme title, presenters, etc.

To make the initial creation easy for recurring events, you can inherit images and text data out of your event series.

How to set event date and time?

In the section „Schedule“ you can set the date and time of the start of the event. You also have the option to define an admission period, e.g. to allow admission after the start of the event. You can also set a sales period to precisely schedule your pre-sales.

What do I have to consider when creating a multi-day event?

Sale period: For multi-day events, the sale ends on the 1st day of the event, unless you set an alternative end of sale under the "Schedule" heading (e.g. the last day of the event).
Admission period: Even for a multi-day event, the ticket is validated with the first scan. If someone comes back on the second day with the same ticket, the message "Already in the finish area" comes up. If the card is only valid for one day, create each event day as a separate event and not as a multi-day event.

When scanning, the following applies in principle: each ticket can only be validly scanned once, any further scans will then no longer be accepted with "already in the finish area". This is independent of how long the event lasts.

Case: multi-day event - the card should only be valid for one day of the event
Create each event day as a separate event and not as a multi-day event.

Case: multi-day event - the card should be valid on any day of the event
Create a multiday event.
Note: Even for a multi-day event, the ticket is validated with the first scan. If I come back on the second day with the same ticket, the message "Already in the finish area" comes up.

How simple is adding a venue?

First check whether your venue is already available in the list. To do this, simply enter the name or city into the search box and display the results. Can't find your venue? Then click "Create new venue" and enter the desired address. If you plan a completely digital event, click on "Create online event", so it will show "Online event" under Location in your ticketshop. 

Please note: You can't change the location once your event has been published. Moreover, events that take place outside of Germany cannot be activated in the oeticket network. For more information please contact our support team through our contact form

Can I define different ticket areas within one location?

If your venue has several areas, you can define different ticket areas such as VIP area, standing room or wheelchair users. If the accompanying person of a wheelchair user is included in the ticket price, please name the ticket area accordingly and include a note in the sales info. You can either use our predefined names or enter your own.

How can different ticket types be defined?

In addition to the "Full price", you can also add other ticket types and their individual designation for discounts in the section "Prices". You can either use the pre-defined names or enter your own. Up to ten ticket types are available. Further information regarding the different ticket types can be entered in the sales info. 

For each ticket type you can individually set up a maximum number of available tickets or define a limited sales period.

How does price calculation work?

The basic prices you define form the basis of the ticket fees and settlement after the event. Enter the basic prices and the sales prices are calculated completely automatically. Sales tax: Please select the sales tax defined for your event. This does not have any effect on the price calculation of the individual tickets.

What do I enter in the sales info?

Enter information regarding VIP tickets, reductions or accessibility in this section. Please also add if the accompanying person for a wheelchair user is included in the ticket price.

What do I need to be aware of when specifying rights of use?

When uploading your image material tell us the full name of the copyright owner (photographer, designer, etc.). Please ensure that you unequivocally hold the required rights for the intended purpose (e.g. through a contractual agreement with the relevant rights holder).

Which image formats will be best?

Create an image for each event which you upload as a png or jpg file, ideally in the 16:9 format. The largest image size supported is 1920 x 1080 pixels.

How to publish an event?

After you provided all the event details, simply click on „publish“ and check all information to make sure that everything is fine. 

Click on „confirm“ to start the pre sales of your event.

Publish event despite giving start of advanced selling?

If you have added a date for the start of advance selling to your event, customers can only buy tickets from this time on. You should therefore publish your event ideally immediately after completing your entry, so that you can deal completely with further organization – ticket selling will then start automatically at the set time without any need for manual intervention on your part.

Important: Advance selling will only start automatically for an event with the status «Published»!

Promotions

What is a promotion?

With the promotion feature you can offer your customers special offer prices. You just need to generate promotion codes. These are used to unlock prices you previously defined. Use these codes for example in an advertising campaign, or you could reward your most loyal customers by sending them promotion codes via newsletter.

How do I create a promotion?

Go to the menu ‘Promotions’ in your oeticket.Light account. Here you can create a promotion and define all the relevant data such as maximum amount of tickets, validity period and if a code is redeemable once or multiple times. Then you generate the promotion codes that your customers will use when buying a ticket to your event. 

Please note: If you use the oeticket network as sales channel, the name of your promotion will displayed there. 

How do I add a promotion to an event?

After creating a promotion and generating promotion codes, create an event in the usual manner or edit an existing one. Then you need to create a new ticket type in the section ‘Prices’ and choose the promotion you want to add under ‘More options’. This way, the new ticket type will only be bookable by entering a promotion code.

Will the special offer price be visible for everyone?

No. The special offer price is only visible after the customer entered the promotion code. Only those customers, who received a promotion code from you e.g. as part of a campaign, can therefore buy tickets at the special offer price.

Can I use a promotion multiple times?

You can apply a promotion to several ticket types within one event or to different ticket types of several events. A limitation is implemented through the data within the promotion such as the maximum number of tickets. That way you are always in control of the number of tickets sold at a special offer price.

Where can I find an overview of my promotions?

Go to ‘Promotions’ in the menu bar. Here you will find an overview of all active and inactive promotions. When you click on one promotion, the detail page shows you all relevant information including the events where the promotion is used. Plus, you can also download a report to see how many promotion codes have already been used.

Sell events

Where can I find the oeticket.com logo and how can I use it?

If you sell tickets to your event via our oeticket network, you are allowed to use the oeticket.com logo on your promotion material (i.e. poster, flyer, banner ads or your website). 

Please find more information here: www.oeticket.com/campaign/logo-download

When is the event, including the picture and descriptive text, available on oeticket.com?

As soon as you have published the event and enabled the oeticket network option, the event is processed promptly by our e-commerce team, which includes a (quality) check of the content. It is important that your image allows square cropping and that you have not integrated any text into it. If the rights of use have also been specified correctly, your event will become bookable online as quickly as possible.

When is the event available at oeticket.com?

As soon as you have published the event and enabled the oeticket network option, the event is processed promptly by our e-commerce team, which includes a (quality) check of the content. 

As a rule, your event will appear on oeticket.com the following day, and it can be booked from that date.

When are the tickets available in the local ticket outlets?

As soon as you have published the event and enabled the oeticket network option, the tickets will also be available to the reservation offices after a brief update period.

How can sales be started?

If you have provided all of the information about the event and tickets, you can use the "Publish" button to start sales via your online shop. If the oeticket network is enabled simultaneously, the event will also be available to outlets after a brief update period. Processing by our e-commerce team therefore takes place in real time, so that your event can also be booked on oeticket.com.

What sales channels are available?

In addition to your own ticket shop, you can benefit from the sales power of the oeticket network, which includes the platform oeticket.com and all of the known reservation offices nationwide. Through our box office module you also have the option to sell through a box office on the night of the event or use your office as reservation office.

How can sales be blocked temporarily?

Select the event you wish to block from the list of "Published events" and open the event detail page. Block this event by clicking on the button "Stop Sales", select the status "pause sales" and confirm. By doing so, your event will receive the status "Blocked". If sales can be restarted, click on the button "Publish" on the event detail page and confirm.  

Note: If your event has the status "Blocked", you cannot execute admission via the scan app because all tickets will be reported as invalid.

How can sales be ended manually?

To end sales manually, click on „Edit event“. In the section „Schedule“, change the date and time for „Sales end“. Enter a time-slot just a few minutes in the future and save these changes. Sales will now be automatically stopped when reaching that time.

Box Office

What is the box office?

The box office is a web application within oeticket.Light that enables you to sell tickets yourself. This way you have the option to use your office as a local booking office, for example, or you can use it to sell tickets at the box office on the day of the event.

How can I use the box office?

Before first use, send us a request via e-mail at oeticket.light@oeticket.com. We will process your request and inform you once you are activated for the box office (may take up to 2 work days). Please keep in mind that we can only activate it for you, if your complete bank details are provided within your account. After activation, you will find the box office application in the navigation of your oeticket.Light-account.

How do I determine the ticket types for the box office?

When you create a new event, select box office as sales channel for each ticket type that you want to activate for this channel.

Can I book free tickets through the box office?

Yes, that is possible. Just add a new ticket type by clicking ‘Add free tickets’. This ticket type can be added for the sales channel box office only.

Can I print tickets myself?

Yes, you can print the tickets you sold yourself. Keep in mind that only print@home-tickets can be printed.

Where do I find an overview of the box office orders?

Open the box office application and click on the ticket symbol in the top right corner. You will then see an overview of all orders that you sold through the box office.

How can I reprint tickets?

If you need to, you can also reprint tickets. Go to your order overview (ticket symbol in the top right corner) and click on the ticket that you would like to print again. You can either reprint a specific ticket or an entire order.

How can I cancel tickets sold through the box office?

Find the order in the order overview that you would like to cancel and click on the delete symbol (trash can). An overview of the order in question will be opened. Click on 'Cancel all' to cancel the entire order. If you only want to cancel specific tickets from the order, just select the tickets in question and click on 'Cancel selected'.

How does the settlement of the box office sales work?

All sales will be listed in your regular event settlement report. 

The proceeds of the tickets sold through the box office will be collected by you directly. We will charge you with the fees of those tickets. 

Ticketshop

How is the online shop integrated into your website?

After publishing your event, you can integrate the ticket shop directly into your website via iFrame or simply post a link to your ticket shop. In your oeticket.Light account under “Shop” and “shop integration” you will find the link as well as the HTML code for the iFrame integration. All new events will be automatically added to your shop. 

Under “Shop design” you can also change the style of your ticket shop and adapt it to your individual brand.

Which types of delivery are available in the online shop?

Immediately after their booking, your customers receive a print@home ticket as a PDF file via e-mail or also directly for downloading on the order confirmation page.

Which payment types are available?

Your customers can pay by credit card or "Sofort".

Who can your customers contact if they have questions about their order?

For enquiries about order and payment processing, your customers can contact our support team via the contact form in the online shop.

What is the order-related question?

You can create a question in your ticket shop to ask your customers for further information, for example “How did you hear about us?”. You can provide a free text field for the answer or use the multiple-choice option. This question will be shown in the check-out of all events that are published in your own ticket shop.

Will the order-related question be visible at oeticket.com?

No, the question will only be visible in your own ticket shop.

Can I also create a question for certain events only?

Yes, it is possible to create an event-related question when you set up the event. This feature can be used, for example, to ask your customers about special menu requests. If you would like to use this feature, please email us at oeticket.light@oeticket.com, our team will activate it for you.

Edit events

How can the number of tickets for sale be changed?

Select the relevant event from the list of «Published events» and open the event details page. Click on the drop-down list for the «Edit event» button at the top right to edit all event information. 

Now you can either limit the various price levels (save under «Prices») or limit the entire area (find it under «Location»).

Important: If you are working with a limit on price levels, always check the saved allocations in the price level and location if you are increasing the allocation.

How can data be changed even after an event has been published?

Select the relevant event from the list of «Published events» and open the event details page. Clicking the «Edit» button at the top right shows first of all the event information and then clicking «Save and continue» shows the ticket information. Changes are basically possible, however they do not apply to tickets that have already been sold. This should especially be borne in mind when making subsequent price changes.

How can I change my event to a different venue?

To change your event to a different location, please follow the following steps:

  1. Contact us via the contact form to let us know about the change. Afterwards we will inform your customers.
  2. Add another hint in the beginning of your event text «Attention, the location of this event was changed to XXX. All tickets remain valid».
  3. Set the limit of available tickets equal to the number of actual sold tickets.
  4. Please create a new event in the new location and publish that.

Please note: We can not contact customers who bought their tickets at a box office to inform them.

How can I move my event to a different date?

To move your event to another date select the relevant event from the list of "Published events" and open the event details page. Click on the "Edit" button at the top right and simply change the event date within the „schedule“ area. 

Additionally please add a hint to your sales note: *ATTENTION THIS EVENT WAS SHIFTED TO ANOTHER DATE (xx.xx.xxxxx). ALL SOLD TICKETS WILL STAY VALID.* 

After saving the changes, we will inform all customers that can be reached about the changes.

What do I need to be aware of if an event is cancelled?

If your event cannot go ahead and has to be cancelled, please take the event off sale immediately. Select the event affected from the list of «Published events», open the event details page and in the drop-down list at the top right set the status to «Cancelled». 

Once this status changes, any tickets already sold can be cancelled , the customers informed (except for customers who bought tickets via an advanced ticket office) and refunds made to end customers.

Cancelled events cannot be published again.

 

How can customers of advanced ticket offices return their tickets if an event is cancelled?

Unfortunately, because we do not have any contact data for these customers, we cannot reach them. Customers can return the tickets at the ticket office.

Admission via Scan App

What are the system requirements for the app?

Android: At least Android 5.1
iOS: At least iOS 9.3

Where can I download the Access Scan App?

Google Play Store (Android): play.google.com/store/apps/details?id=de.eventim.mobile.app.access 
App Store (iOS): itunes.apple.com/us/app/access-scan-app/id1050612187?mt=8

When can the tickets be scanned?

After the successfull configuration of the Scan-App you are able to scan tickets 12h before and after the defined access period. If no dedicated admission period is specified, you will be able to  scan tickets on the entire day of the event (from 00:00h – 23:59h).

How to configure the Scan App?

In your oeticket.Light account under „Admission“ you can download a PDF with QR codes for the configuration of the app as well as a step-by-step guide. Once you have downloaded the EVENTIM.Access Scan App from the App Store or the Google Play Store, you can easily configure the app by scanning one of the recently downloaded QR codes with each device. 

Attention: After the configuration succeeded, you need to synchronize the ticket data. This process can only be startet within 12 hours before the event date. For downloading ticket data, your mobile device has to be connected to the internet. 

How does the ticket validation process work?

After configuration the Scan App and synchronizing the ticket data / barcodes you have to scan every consumers ticket at the entrance. 
While scanning the ticket the app checks the status. If the ticket is valid, the message: „Ok, Zutritt gewährt“ will appear.

When scanning, the following applies in principle: each ticket can only be validly scanned once, any further scans will then no longer be accepted with "already in the finish area". This is independent of how long the event lasts.

Is it possible to scan offline?

Sure, there is no need to have an internet connection while scanning. But please note, that it’s necessary to be online within the configuration prozess. 

In addition to that: If you are scanning offline with more than one device, the devices won’t be able to synchronize the already scanned tickets to each other.

When can I start to synchronize the ticket data?

The synchronization can only be done within 12 hours before the event start. To make sure, that the process will succeed, please connect your mobile device to a wifi. 

If you prefer to scan offline, please make sure not to start the synchronization before the ticket sale is finished.

Can I print a list of all sold tickets?

Yes, you can download and print a full list of all sold tickets for a specific event to be on the safe side for managing your access. 
The list includes:

  • Barcode-Number
  • Ticket-Status
  • Ticket-Area
  • Ticket-Type
  • Price
  • Sales-Channel

To finde this list, open the specific event and click on "Download access data" at the bottom of the page. Afterwards please download the excel sheet and print this.
 

Event settlement

What happens after the event?

After holding your event, give us your approval to start the settlement process. To do this, choose the relevant event from the list of «Expired events», open the event details page and set the status to «Finished» in the drop-down list at the top right. When the event is finished, no further bookings, and in particular cancellations, are possible.

When will my event be settled and paid out?

If you have set the status of your event to «Finished», settlement will take place within 5 working days. For pay-outs, we will use your bank details which you have stored under «My Profile».

Cancelled or postponed events are not included in this and will only be billed once any cancellation claims on the part of ticket buyers have been resolved.

How do I get my settlement?

We will send you your settlement via email to the emailadress stored unter «My Profile».

Who should I contact if I have queries about settlement?

If you have any queries about settlement and pay-outs, our support team will be happy to help. Simply send us your enquiry and event details via the contact form.

Facebook Events

What is a Facebook event?

You can publish an event created in your oeticket.light account directly on your Facebook page. Simply connect your oeticket.light account with Facebook. All data about your event that you have already entered in oeticket.light will be automatically transferred to Facebook. Your customers will be redirected directly from Facebook to your ticket shop.

What do I need to use it?

You need a valid Facebook account. An active Facebook page must be linked to this account, e.g., your promoter page. You need administrator rights for this Facebook page to be able to publish your event there.

How do I create my Facebook event?

After publishing your event, go to your event detail page and click the 'Create Facebook Event' button. First connect your oeticket.light account with your Facebook account. Then select the Facebook page where you want your event to be published. At least one page must be selected for the link to Facebook to work. In the next step, give oeticket.light permission to manage your page. Set the button here to 'Yes' so that the link with Facebook works properly.

Now you can upload an image and enter an event description specifically for Facebook. Select a Facebook event category in which you want your event to be found. One last click on 'Create Facebook Event' and you are done.

What does ‘Revoke connection’ mean?

It means that you delete the connection between your oeticket.light and your Facebook account. In this case your events will no longer be visible on Facebook. If you just want to pause editing your event, just click on ‘Log-out’. The connection with your Facebook account will stay active and your events remain visible on Facebook. To continue editing your event, just log back in.

How do I update my event after publishing?

If you make changes within your event, you need to synchronise oeticket. Light and Facebook again. Click on ‘Update Facebook event’ to submit the updated information from oeticket.light to Facebook.

What happens if I pause sales in oeticket.light?

In this case nothing changes on Facebook. Your event will remain visible with an active link to your ticket shop. Your customers will see in the ticket shop that tickets are not available.

What do I need to consider when cancelling an event?

Cancellation on Facebook: When cancelling an event on Facebook, your customers will also be notified there. You keep access to your Facebook event page, but you cannot edit it anymore. The cancellation will be documented on your Facebook event page within oeticket.light. Changes are no longer possible here either. Cancelling your event on Facebook neither affects the status of your event in oeticket.light nor the purchasing process of tickets.

Deletion on Facebook: If you delete an event on Facebook, you no longer have access to it. This does not affect the status of your event in oeticket.light and does not lead to a cancellation within oeticket.light.

Cancellation in oeticket.light: If you cancel an event within oeticket.light, it does not affect your Facebook event. You need to cancel your Facebook event separately.