Frequently Asked Questions

To create your first event: 1. Go to **Events** in the sidebar 2. Click **New Event** 3. Fill in event details (title, date, venue, description) 4. Add ticket types with pricing 5. **Publish** when ready to start selling Before you can receive payments, you'll need to connect your Stripe account.

To connect Stripe: 1. Click **Connect Stripe** from your dashboard or event page 2. You'll be redirected to Stripe to create or connect an account 3. Complete Stripe's verification (business info, bank details) 4. Once connected, you can start selling tickets **Note:** In test mode, you can sell tickets without completing Stripe verification. In live mode, Stripe must verify your account before you can accept payments.

Loop charges a default platform fee of **€0.50 per ticket** on all sales. This fee can be negotiated for high-volume organizers. The fee is automatically collected from each transaction. Stripe also charges their standard processing fees separately. Contact us if you'd like to discuss custom pricing for your organization.

Events start as **drafts** and aren't visible to the public until published. To publish: 1. Go to your event 2. Make sure you've added at least one ticket type 3. Click **Publish** in the event header You can set an **On Sale Date** to publish immediately but delay when tickets become available for purchase.

Yes, you can edit most event details after publishing: - Title, description, images - Venue information - Ticket types and pricing - Add or modify presales Changes take effect immediately. Be careful changing dates or venues—attendees won't be automatically notified.

During onboarding you can add: - **Tagline** — A short description of your organization - **Website** — Link to your website You can update these anytime in **Settings**. Your profile helps fans recognize and trust your events.

Payouts are handled directly by Stripe according to your Stripe account settings. Typically: - Funds are available in your Stripe balance after the payment is confirmed - Stripe transfers funds to your bank on your payout schedule (daily, weekly, or monthly) You can view and manage your payout schedule in your Stripe Dashboard.

To issue a refund: 1. Go to your event's **Orders** page 2. Find the order you want to refund 3. Click **Refund** 4. Confirm the refund **Important:** You cannot refund orders where any ticket has been scanned. The full order amount is refunded to the customer's original payment method.

There are two types of fees on each transaction: 1. **Platform fee:** A platform fee on ticket sales, which may include a percentage and/or a fixed amount per ticket. Fee structures can be negotiated — contact us for details. 2. **Stripe processing fee:** Stripe's standard rates apply You can view a breakdown of all fees in **Earnings** → **Platform Fees**.

Your **Earnings** dashboard shows: - **Overview:** Total revenue, fees, and net earnings - **Platform Fees:** Detailed fee breakdown - **Tax Reports:** Exportable reports for tax compliance - **Invoices:** Platform fee invoices Filter by date range to see earnings for specific periods.

Your bank account is managed through Stripe: 1. Go to your Stripe Dashboard 2. Navigate to **Settings** → **Bank accounts and scheduling** 3. Add or update your bank details Changes to your payout destination are handled entirely within Stripe.

You can create two types of presales: **Code-based presales** - Create codes that fans enter to unlock tickets - Good for fan clubs, email lists, or partners **Loop Verified presales** - Automatically unlock for fans based on their profile - Target fans who follow specific artists or attended past events - Helps reward your most engaged audience

To create a presale code: 1. Go to your event 2. Click **Presales** or **Access Codes** 3. Create a new code 4. Set which ticket types it unlocks 5. Configure validity dates and usage limits Share the code with your intended audience via email, social media, or your website.

Loop Verified lets you target presales to fans based on their engagement: - Fans who follow specific artists - Fans who attended previous events - Fans with high engagement scores This helps ensure your most loyal fans get first access to tickets, reducing scalping and rewarding genuine supporters.

The Analytics page shows presale metrics: - **Signups by tier** — How many fans unlocked each presale level - **Conversion rates** — From unlock to purchase - **Rejection reasons** — Why some fans didn't qualify Use these insights to refine your presale strategy for future events.

To create a promo code: 1. Go to your event 2. Click **Promo Codes** 3. Click **Add Promo Code** 4. Set the code, discount type, and value 5. Configure limits and validity dates (optional) Fans enter the code at checkout to receive the discount.

You can offer two types of discounts: **Percentage off** — e.g., 20% off the order **Fixed amount** — e.g., €10 off You can also configure: - **Per ticket** or **per order** application - **Minimum purchase amount** required - **Maximum discount cap**

Yes, you can set two types of limits: - **Total uses** — Maximum times the code can be used by anyone - **Per customer** — Maximum times each customer can use it For example, you could create a code that's limited to 100 total uses with a max of 2 per customer.

Yes. When creating a promo code, you can select which ticket types it applies to. This lets you offer discounts on specific tiers (e.g., "VIP only" or "General Admission only") without affecting other ticket types.

Yes. Each promo code can have: - **Valid from** — When the code starts working - **Valid until** — When the code expires This lets you run time-limited promotions like "Early bird pricing ends Friday" or "Flash sale this weekend only."

On the Promo Codes page, you can see: - How many times each code has been used - Remaining uses (if limited) - Whether the code is currently active You can also deactivate codes at any time to stop them from being used.

Yes. For each event, you can configure: - **Enable/disable transfers** — Allow or block all transfers - **Transfer cutoff** — Stop transfers X hours before the event - **Max transfers per ticket** — Limit how many times a ticket can be transferred These settings help you balance flexibility for fans with control over your event.

To combat scalping, you can enable: - **Purchase cooldown** — Prevent immediate transfers after purchase - **Transfer rate limits** — Limit how many tickets a user can transfer in a period - **Per-user transfer limits** — Maximum transfers per person These controls make bulk scalping operations impractical while still allowing legitimate transfers.

Yes. You can enable "Freeze at doors open" which automatically disables transfers when your event starts. This prevents last-minute transfers that could cause confusion at entry and ensures the person who enters is the current ticket holder.

Transfer activity is tracked in your event analytics: - Total transfers completed - Transfer rate over time - Individual ticket transfer history You can also see transfer details in the attendee/orders view to understand who currently holds each ticket.

To invite a team member: 1. Go to **Settings** → **Team** 2. Click **Invite Member** 3. Enter their email address 4. Select a role 5. Send the invitation They'll receive an email to join your organization.

Built-in roles include: - **Owner** — Full access including billing and Stripe Connect - **Organization Manager** — Manage team and events, view earnings - **Event Manager** — Create and manage events, cannot access financials - **Box Office Staff** — View orders, process refunds, scan tickets - **Marketing Coordinator** — View analytics, manage presales and access codes - **Scanner** — Only scan tickets at events - **Viewer** — Read-only access to events and analytics You can also create custom roles in **Settings** → **Roles**.

Yes. Go to **Settings** → **Roles** to create custom roles with specific permissions. You can control access to: - Creating and editing events - Viewing and managing orders - Processing refunds - Managing team members - Accessing billing and payouts - Viewing analytics

Yes. You can assign **event staff** with specific permissions for individual events: 1. Go to your event 2. Click **Staff** 3. Add team members with event-specific permissions Event staff permissions include: - Scan tickets - Process refunds - Manage event - View analytics This is separate from organization-level roles.

To remove a team member: 1. Go to **Settings** → **Team** 2. Find the member you want to remove 3. Click the remove/delete option 4. Confirm the removal They'll immediately lose access to your organization.

Yes. To change a team member's role: 1. Go to **Settings** → **Team** 2. Find the member 3. Select a new role from the dropdown Changes take effect immediately.

The event analytics dashboard shows: **Live KPIs** - Total revenue - Tickets sold - Check-ins **Ticket breakdown** - Sales by ticket type - Remaining inventory **Activity feed** - Real-time orders and refunds - Scan activity Analytics update in real-time as sales and check-ins happen.

To export attendees: 1. Go to your event 2. Click **Attendees** or **Orders** 3. Look for the export option You can download a list of all attendees with their ticket information for door lists or follow-up.

Tax reports are available in **Earnings** → **Tax Reports**. You can: - Select a date range - Download reports in CSV or PDF format - View itemized ticket sales for tax compliance

Platform fee statements are in **Earnings** → **Platform Fees**. Each statement shows: - Total ticket revenue - Platform fee - Net earnings You can download statements as PDF or CSV for your records.

If you use Loop Verified presales, the analytics page shows: - **Tier breakdown** — Signups by presale tier - **Conversion rates** — From presale unlock to purchase - **Rejection analytics** — Why users didn't unlock access - **Affinity scores** — User engagement levels This helps you understand which fans are most engaged.

Yes. The analytics dashboard updates in real-time as: - New orders come in - Refunds are processed - Tickets are scanned You'll see live activity without refreshing the page.

To scan tickets: 1. Go to your event and click **Scan** 2. Use your phone's camera to scan QR codes 3. The screen shows green for valid, red for invalid or already used Multiple team members can scan simultaneously—just make sure they have the Scanner role or event staff permissions.

If a ticket won't scan: 1. Try adjusting the angle or distance 2. Make sure there's enough light on the QR code 3. Manually enter the ticket code if needed You can also look up attendees by name or email in the Orders section to verify their ticket.

Yes. Any team member with scanning permissions can scan simultaneously from their own device. The system syncs in real-time, so a ticket scanned on one device immediately shows as used on all others. This prevents double-entry even with multiple scan points.

If you need to manually check someone in: 1. Go to your event's **Orders** or **Attendees** list 2. Find the person by name or email 3. View their tickets 4. Mark as checked in manually This is useful for damaged QR codes or technical issues.

Yes. The Analytics page shows live check-in data: - Total attendees checked in - Check-in rate over time - Activity feed showing recent scans This helps you monitor entry flow and identify any bottlenecks.

The scanner immediately shows that the ticket has already been used: - Red screen indicating "Already Scanned" - Shows when and where it was first scanned - Prevents re-entry with the same ticket Staff should deny entry for already-scanned tickets to prevent unauthorized access.