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.
Customers really get tickets from us 99.9% of the time. The reason they might not get tickets is usually because of the following reasons:
- They cannot recall which email address they used to order.
- They spelled their email wrong
- They accidentally deleted their tickets
- The tickets went to their spam folder
You have three choices, listed in order of speed to help your customer.
- Have the customer go to http://attendstar.com/tickets where they can have them resent, or contact us for help.
- Login to your Event Manager and go to Attendees, then Browse Attendees where you will find a complete list of your customers. There is a link to the right that allows you to resend them tickets to the email they used OR to a new email.
- Have them call (615) 223-1008 from 9 am to 5 pm and we can help them
Yes, we sure do: https://event.attendstar.com/manager/event/lookup
Yes, on the Reports menu we have a very powerful item called Report Groups. Report Groups, as the name suggests, allows you to create reports for a single event or many events and send them to groups of people you define. There are unlimited possibilities with this feature.
Telephone support hours for event managers are from 9 am to 5 pm CENTRAL time Monday – Friday. Please call (615) 223-1973. Ticket buyers must call (615) 223-1008.
After those hours, you may send us an email using the form below. We monitor our email from 7 am to 7 pm, 7 days per week, so we are always available to help.
Ticket buyers also have support 7 days per week via email. It is very important to use the correct phone number when calling us, as different people answer different numbers. Ticket buyers should only be calling (615) 223-1008.
Of course. Our Express Service is free, and you can get started at Express Set-up.
Yes, we do. 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 in the areas where people live so it's quick and fast to check events in their area.
Reserved seats in AttendStar are charged at different prices. Those start at $2.50 per ticket and go 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 $2.50 or $2.95 per ticket.
Reserved seating takes additional time to design seating charts and makes it more difficult to allow people to change seats after being sold so it is priced to reflect the additional cost incurred at our end.
Complete online documentation is located at help.attendstar.com for both event managers and your 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 making a data entry mistake
- The dates and times for tickets’ availability are incorrect (please check each ticket’s date and time for going on sale)
- 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 so many factors that play a part in a successful event, 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
These are just a few of things that play a part in having a successful event. Don’t wait to give us a call for help. We get the privilege of working with thousands of events; maybe we can 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 on iPhone and Android at no charge. Smartphones are everywhere nowadays, and the app works well on them.
For events larger than 3,000 people, we have high-speed scanners available for rent (when they are available). The cost is just $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 for promotion ideas. Also, we have built the software with MANY FREE tools to help you sell, but you must use those tools to increase your chances of success.
If your event is 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. Just like help section, taking the extra time to answer the common questions you get will save you hundreds of phone calls.
We do not answer questions regarding parking, free tickets, advertising, etc. you will get for your event.
The single best thing you can do is answer the telephone.
Also, have an excellent Frequently Asked Questions section of your event's sales page. Ticket buyers will ask all kinds of questions, so please be prepared. We can assist you by giving you commonly asked questions for your type of event to help prepare you.
The Terms & Conditions section is important to complete. You may wish to contact a lawyer in your state for guidance. Terms & 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
- Items that may not be brought into the venue 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 & 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 login 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 to attempt to avoid giving the customer their money back.
VISA and MasterCard are generally easier to work with, whereas Discover and American Express tend to take the card holder “side,” 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.
The main disadvantage of having us collect your money is that you will not get paid until 3 – 5 days after your event.
We must do this because we are responsible for all refunds and 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. You may not want this to happen and we encourage you to use WePay, Stripe (recommended) or Authorize.net.
The other reason we suggest using Stripe or WePay is because refunds are up to you, and your company/event name will appear on your ticket buyer’s credit card statement–not AttendStar’s. Have any questions? Just ask.
With AttendStar you have the following graphic options:
- Event Banner on Ticket Sales Page, which is 960 pixels wide and anywhere from 150 to 350 pixels high. We suggest a file size of less than 1 megabyte so your page loads faster.
- Logo on the ticket, which is 150 pixels wide and 170 pixels high. This helps your ticket and organization professional.
- Sponsorship space on lower left part of the ticket, which is 300 pixels wide and 600 pixels high.
- Description of event, additional graphics and video can also be placed on the Description area of the ticket sales page.
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. 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 have to 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. Events that require the AttendStar team at an event, ticket prices can range from $1.50 to $5.00.
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.