This article provides troubleshooting steps for common ticketing issues.

On this page:

I don’t see the option to sell tickets.

If you’re on a paid Splash plan and you don’t see the option to create a ticketed event page, then reach out to your Customer Success Manager.

Access to Splash’s ticketing functionality for paid Splash plans requires a contract addendum, so be sure to loop in your team’s admin. 

I created tickets but I don’t see them.

If your tickets aren’t appearing in the ticket purchase form — or your purchase page isn’t appearing — it may be the result of one of the following:

(1) Missing Payout Method: A payout method refers to how Splash will pay you for your ticket sales. If you haven’t set up a payout method, your tickets won’t appear in the form. 

To complete this required step:

1. Go to your Tickets tab or Ticket Editor touchpoint.
2. Click the Payouts tab.
3. Click Select a Payout Method.

(2) Limited Availability Settings: If your ticket is limited to a tracking link then it will only appear on that tracking link. It won’t be visible from main event page.

To check your ticket’s availability settings:

1. Go to your Tickets tab or Ticket Editor touchpoint.
2. Click Edit on the ticket.
3. Locate the Availability section.

I need help with Stripe.

Refer to Splash’s Getting Paid with Stripe guide for information on common Stripe questions and troubleshooting steps.

For assistance with pending Stripe accounts, payouts, disputes, and general Stripe Merchant dashboard, log in to your Stripe account, then contact their support team.

I don't see all my guests’ information in the RSVPs tab.

To view all of your guests:

1. Click on the RSVPs tab.
2. Click the Filter Responses dropdown.
3. Locate the Group By section and choose Every Ticket.

This displays each individual guest and their specific RSVP information.

My guests are missing a ticket type.

Your guests will not be associated with a ticket type if they were added via the Splash Host app for Android and iOS. 

The only information that will appear for these guests is first name, last name, and email address and any potential notes collected on-site.

My event has oversold tickets. 

If you're reviewing your event and see that more tickets are sold than you had available, this is likely a result of the time-to-purchase setting found under the ticket and multiple guests purchasing tickets within that window. With every ticket type, you can determine if your guests have 5 min, 15 min, 30 min or 60 min: 

This setting allows for your guests to take time filling out and submit their ticket purchase. This creates a pending ticket for your event. Since the ticket isn't purchased at that time though, there are still the same number of tickets available. This leaves a window of possibility for another guest to purchase that ticket. If the expiration time isn't met, then there is a potential that both guests purchase a ticket creating an oversold event. 

The best way to avoid this is to set the lowest expiration time of 5 mins and leaving room for a few additional tickets in your set quantity.