We have the answers to your event manager questions
We want to say "thank you" for working with us at AttendStar! Your event is very important to us, and good communication is very important to both the success of your event and your satisfaction with AttendStar. Have another question? Here are come common questions we receive from our event managers. Don't see your question here? Drop us a line using the form below and our team will be happy to assist you 7 days a week from 7:00AM to 7:00PM CST.
On the Reports menu, we have a very powerful tool called Report Groups. Report Groups allows you to create reports for a single event, or multiple events, and email them to groups of people you define.
Telephone support hours for event managers are from 9:00 AM to 5:00 PM CST, Monday through Friday. Please call (615) 223-1973. The number for ticket buyers is (615) 223-1008.
After hours, you may send us an email using the form below. We monitor our email from 7:00 AM to 7:00 PM CST, 7 days a week, so we are always available to help. Ticket buyers also have support via email.
Of course. Our Express Service is free! You can get started at Express Setup.
Yes! We send out an email to our 600,000+ ticket buyers every 3 weeks with a link to our current events page, where your event is listed. Events are listed locally, so it's easy for them to check events in their area.
Reserved seating through AttendStar starts at $2.50 per ticket, and goes to $2.95 per ticket. In addition, if you are doing reserved seating, we will only print up to 20% of the house for your printed tickets at .10 each. The balance of your tickets must be sold online, or paid for at the appropriate cost per ticket.
Reserved seating takes additional time to create seating charts for, and makes it more difficult for customers to change seats after buying tickets, so it is priced to reflect the additional cost of work incurred.
Complete online documentation is located at help.attendstar.com for both event managers and ticket buyers. This is the best source of information on AttendStar, and, at busy times, may also be the fastest.
This issue is rare and is usually caused by one of the following:
- The ticket buyer made a data entry mistake
- The dates and times for tickets’ availability are incorrect (please check each ticket’s sale date and time)
- Your payment options are not complete (see Ticket Payment Options)
- A system failure with WePay, Stripe or Authorize.net
Promoting an event is not only hard work, it’s also somewhat of a gamble. There are many factors that play a part in successful events, such as:
- Artist popularity
- Day of the week
- Recent similar events in the area
- Time of the month–people only have so many “entertainment” dollars per month (and at different times of the month)
- Advertising budget
- Venue location
Don’t wait to give us a call for help. We have the privilege of working with thousands of events, and would like to pass along a few tips to you. Please call us at (615) 223-1973.
For events smaller than 3,000 people, we suggest using our AttendStar CheckIn app. It is available for iPhone and Android at no charge. Please select the appropriate version:
For events larger than 3,000 people, we have high-speed scanners available for rent. The cost is $10.00 per scanner per day, with a two-day minimum, plus shipping. You must have a credit card on file. If lost, the scanner replacement fee is $800 per scanner.
We get this question all the time. First, please call us at (615) 223-1973 for promotion ideas. Also, our software has many versatile tools to help you sell, but you must use those tools to increase your chances of success.
If your event is in one of our specialty areas, we can do more to help than you might see at first glance. Events like air shows, church events, and Christian concerts are such specialty areas.
Please make sure you visit the Promotional Menu on the Main Menu to take advantage of our tools and services.
Helping your customers buy is important.
Start by taking full advantage of our Frequently Asked Questions section in the Event Manager. Taking the extra time to answer common questions will save you hundreds of phone calls.
We are unable to answer questions regarding parking, free tickets, advertising, etc. you will get for your event. Filling out your FAQ helps everyone involved.
The Terms & Conditions section is important to complete. You may wish to contact a lawyer in your state for guidance. Terms and Conditions may contain items like:
- Any refund policy
- What happens in case of event cancellation
- What happens if a ticket buyer gets hurt on the property
- Prohibited items, such as guns, food, drinks, cameras, etc.
The Terms & Conditions are created for each ticket type, and can be found in the section where you create your tickets. Optionally, you may also require the buyer to check a box to accept your Terms and Conditions.
These items can be added in the Advanced tab where you create your tickets. For example, if you add $1.20 to our ticket fee of $1.50, the total in the Fees column on the ticket sales page will be $2.70.
It is up to you to make sure this has been done correctly. AttendStar is mostly a self-service system. You should log in and ensure all the details are correct for your event.
A chargeback occurs when a ticket buyer disputes a credit card charge.
It’s important to know that just because you might indicate that no refunds are available, ticket buyers can still complain. It is up to you to defend your position against giving the customer their money back.
VISA and MasterCard are generally easier to work with, whereas Discover and American Express tend to side with the card holder, meaning you may not win the dispute.
Chargebacks are serious, as they can impact your ability to take credit cards for your current event, and possibly even future events.
AttendStar can collect the money from ticket sales to your event, with a credit card processing fee of 3.5%. However, there are disadvantages you might want to consider.
The main disadvantage of having us collect your money is that you will not get paid until 5-10 business days after your event. The reason is, if your event does not happen, or we get complaints, we will have to refund the ticket buyers.
When using AttendStar Payment Processing, we always give refunds to customers. If you do not want ticket buyers to be able to obtain a refund, we encourage you to use Stripe (recommended), WePay, or Authorize.Net.
We also suggest using Stripe, WePay, or Authorize.Net because your company or event name will appear on your ticket buyer’s credit card statement – not AttendStar’s. This cuts down on ticket buyer's not recognizing a charge and filing a chargeback with their credit card company.
Have any questions? Telephone support hours for event managers are from 9:00 AM to 5:00 PM CST, Monday through Friday. Please call (615) 223-1973.
With AttendStar, you have the following graphic options:
- Event banner on your ticket sales page. This image should be 960 pixels wide, and can be from 150 to 350 pixels high. We suggest a file size of less than 1 megabyte, so your page loads faster.
- Ticket logo on your e-tickets, which is 150 pixels wide and 170 pixels high. This helps your ticket and organization appear professional.
- Sponsorship space on the lower left part of the e-ticket. This image should be 350 pixels wide and 600 pixels high.
- Event description on your ticket sales page. Additional graphics, and even videos, can be placed on the event description area of the ticket sales page. Your graphic should be no wider than 620 pixels.
For our full-service clients, we will assist with graphics at no additional cost. Donation ticketing clients must design and upload their own graphics.
Pre-printed tickets may be ordered on this page.
Please remember to order at least 3 – 5 days before you need your tickets.
Also note the delivery time does not start until you approve the proof we send. All orders must be prepaid using the above form.
Getting paid depends on which Ticket Payment Option you have selected:
Stripe (best choice): Every 2 business days. For example, if someone buys on Monday, you get paid on Wednesday. If someone buys on Friday, you get paid on Tuesday.
WePay: Every 3 – 5 business days.
Authorize.Net: Depends on your merchant account provider, but generally every 2 business days.
AttendStar Payment Processing: We do not pay until the event is over - no exceptions. If you need your money (for instance, to pay the artist or other bills) you should choose Stripe or WePay for faster payment. We do not pay until the event is over because we must process refunds if the event is cancelled.
No, not always.
Fees range from $1.50 to $5.00 per ticket, based on the needs of your event. For example, reserved seating will generally range from $2.00 to $2.95 per ticket.
We also offer some expanded telephone support options and promotional service options for some events, and build those into higher ticket fees. Sometimes, depending on the event or the artist(s) performing, we may even use our Donation Ticketing where we have zero fees, or even donate the fee back to the event manager.
Don't see your question listed here? That's ok, we're here to help! Please fill out the form below and we will be happy to assist you 7 days a week, from 7:00AM to 7:00PM CST.