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Frequently Asked Questions

  
Event Management
 
  
How do I edit the sales page?
 
  
You must be logged in as client user to manage the sales page for your event listing. If you are not logged in do so before continuing. 1) Select Events > Current Events from the top Navigation Bar 2) Click the Manage icon for your event 3) Go to Event Listing > General Info on the left navigation panel 4) Make your changes and click Save at the bottom
I want to use SmartTix to sell tickets for my event.
 
  
SmartTix will gladly ticket all types events.   For more information and to get started today  please click on the red TICKET WITH US link on our home page under our blue logo or you can click here:http://http://www.smarttix.com/aboutus.aspx   
Ticket Prices, Discount Codes, Comps, Holds and Special Offers
 
  
My discount code isn't working. Help!
 
  
SmartTix doesn’t create or manage event’s discount codes.  Presenters are responsible for setting up and managing their own discount codes in the SmartTix system. Codes often change, expire or are discontinued by presenters and on occasions some codes are advertised when not properly build in our system.   If the code isn’t working as advertised the SmartTix staff will have no way to assist you so we suggest you reach out to the presenters directly if you are having code issues.  
Order Managment
 
  
Can I get a refund of my purchase if I can’t attend the show?
 
  
Policies set forth by our clients, including producers, promoters, and venues, prohibit SmartTix from issuing refunds after a ticket has been purchased.  You may be able to exchange tickets for another date if you contact us prior to 50 hours before the performance time.
How do I exchange my tickets for a different date or time?
 
  
Many of our clients allow us to process an exchange for tickets to the same show on a different date, as long as you contact us 48 hours or more before the original performance date/time.    There will be a small fee charged to you for this service.    If you need to make an exchange please email customerservice@smarttix.com and we will give you further instructions.   
Marketing and Advertising
 
  
How do I link directly to my event?
 
  
Please log into your account manager and go to the dashboard for your event.    1)Select Events > Current Events from the top Navigation Bar 2) Click the Manage icon  for your event 3) Go to Tools and Resource > Get Event Deep Link on the left navigation panel 4) The direct link to your sales pages will be displayed on the page that pops up.   If you want to link directly to specific occurrence or performance you can do so by adding ocode=[occurrenceCode] to the end of the link with the bracketed occurrencede replaced by the actual occurrencecode.  An example would look something like this:   http://www.smarttix.com/show.aspx?showcode=ABC&ocode=ABC123
How do I order SmartTix web advertisement?
 
  
Web ads are a great way to increase exposure for your event.   When you order a web ad, our system will pull the main event image from your listing and display it on the home page for all our visitors to see.  Just imagine how many more people will see info about your show each day!     To order SmartTix web advertising please  email Clientservices@smarttix.com.  Include the startdate,  enddate, showname Make sure you have a great main image on your event listing at 300px x 300px      
User Account Settings
 
  
I've lost my password, now what do I do?
 
  
        1) Begin your ordering process as normal (select show, dates, tickets, etc.) 2) When you get to the page to login select "I forgot my password." 3)  Enter the email address you used to register. 4)  A temporary password will be e-mailed to you and you can then log in from there.
Can I make an order without creating an account?
 
  
You do not need to create an account prior to making an order. When you first use our website to order tickets, you will be prompted to create a password at the end of the order.  This will allow you to have expedited check out next time you order on line.
You do not need to create an account prior to making an order. When you first use our website to order tickets, you will be prompted to create a password at the end of the order.  This will allow you to have expedited checkout next time you order online.
Buying Tickets
 
  
Is there a way to not have my credit card information saved in your site?
 
  
When you order tickets with us, your information is saved in the system.  Your credit card is encrypted and the only portion of your credit card number that remains visible is the ending 4 digits.  When you order again you can reuse this card without the card number being displayed but you will need to re-enter the CCID security code.  The card cannot be used without that code. Currently, we are unable to delete that encrypted information.
How do I create an account to buy tickets?
 
  
You do not need to create an account before buying tickets.  We will collect your information during the purchase process.      1) Go to the home page > enter the name of the event you want to attend into the Search field.      2) Choose the ticket date/time/price/quantity > click Find Tickets.      3) Once the tickets are in your shopping cart > click Continue.      4) The next page will offer the option to, create a new account. Choose that.      5) Enter your information as prompted > continue submitting your order.
How can I change my seats?
 
  
When an event is assigned seating, you can change your seats before you purchase your tickets and complete the transaction. Some shows will allow you to change your seats by going to your shopping cart and clicking the pencil icon to the right of the tickets in your cart.   If you selected the wrong date, and noticed it before purchasing your tickets, you can click on the title of the show on either the Delivery Method page or on the Final Review page. This will take you back to the event sales page. Click on the date and time you want. The seating chart will load, and you can now select different seats.   You have the option to delete previous seats for the same date and time on the page immediately following the seating chart. Or you can delete previous dates on the Delivery Methods page by clicking the red X icon next to the line item order in your shopping cart
Can I reserve seats now and pay later?
 
  
Unfortunately, we are unable to hold tickets for you without payment.  
What payment methods are accepted?
 
  
We accept all major credit cards at SmartTix – Visa, Mastercard, American Express, and Discover.  If you wish to pay with cash, you may do so by purchasing your tickets at the venue's box office. 
I need accessible or wheelchair seating.
 
  
For an assigned seating event, click on the date and time you would like. A seating chart will load. Any wheelchair designated locations will be appear as a wheelchair icon on the seating chart. Accessible seats for patrons with canes or walkers, are usually on an aisle near the wheelchair locations.   If the event is general admission, then we will not have a seating chart online for that venue. Near the top of the event sales page, you can click on the venue tab to get more information about the theater. The information listed under that tab usually mentions if the location is ADA compliant.
How can I see a seating chart?
 
  
1) Go to the sales page of the event that you want to see. 2) On the right hand side of the page, you will see price and seating information. If the seating says General Admission then the seats are first come, first serve. There will be no seating chart available for that event. If the seating says Assigned Seating then you can view a seating chart. 3) Click on a date and time for the event, or hit the Select Seats button if it is a one-time event. 4) A seating chart will load for that particular performance.
Where can I get venue information, such as accessibility, parking, etc.?
 
  
1) Go to the sales page of the event that you want to see. 2) Towards the top of the page you should see a tab marked Venue. 3) Click the tab to get extra information that the venue has provided, such as train info, parking, ADA accessibility, and whether or not the building has A/C.
I haven’t received my email confirmation. What should I do?
 
  
If you’ve checked your inbox, as well as your spam folder and it’s not there, please click the link on the support page to contact support and we will happily resend your order confirmation to you.
I haven’t received my Etix. What should I do?
 
  
Etix are delivered in an email following your order confirmation email.  If you haven’t received it in your inbox, please check your spam folder.  If you don’t find it in your spam inbox, please click the contact support link and we will happily resend your Etix to you.
My shipping address differs from my billing address. Which address should I apply to my account if I want my tickets shipped to me?
 
  
Our software will allow you to enter separate shipping and billing addresses. Tickets will be sent to the shipping address.
Why do you need my telephone number?
 
  
Your telephone number is required in case we need to contact you if your event is cancelled or postponed, or in case there are problems with your order.    
Am I required to provide my email address?
 
  
When you order tickets via the website you are required to supply a valid email address. This address is used to send you an email confirmation, and in some cases, your tickets.  It may also be used to reach you in the case of an event cancellation.  When ordering over the phone you are not required to provide an email address, but you are encouraged to do so for the reasons stated above.  
Can I have my friend pick up my tickets?
 
  
Most venues require the card holder to be present to claim the tickets.  Once claimed, some venues will permit you to leave tickets for members of your party who have yet to arrive. But that is up the box office employee at the time of the pick up.   If you know in advance you will want your friends to use the tickets, you can change your delivery to E-tickets and forward those E-tickets to your friends when you receive them in your email.
Other
 
  
How do I phone the venue directly?
 
  
Many venues have retained SmartTix to provide phone support for their customers. Thus they do not have staffed call centers nor do they take public phone calls in their box offices.   As a result, our staff and operators do not have phone contact information for the venues. 
What does will call mean?
 
  
Will call means that instead of having ticket sent to you, you will pick up your tickets at the venue's box office on the day of the performance. 1) When you arrive at the box office give them your name that the order was placed under. 2) Please have your order confirmation, and the credit card you used to make the purchase along with a form of ID to pick up your tickets.

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