How can we help?
Most questions are answered in the docs below. For everything else you get a real person. How fast depends on your plan, and anything about an event happening today comes first whatever plan you are on.
Find your answer in the docs
Buying tickets and lost your order email? Start with Finding your tickets. It covers the most common request we get.
Support by plan
Every organiser can email us and every organiser gets an answer. What the plan buys is where you sit in the queue, and an event running today is never in a queue at all.
Self-service support
Starter
The docs, the in-product guidance and email. Questions are answered in turn, so allow a couple of working days when we are busy. Anything touching an event happening today jumps the queue regardless.
Standard support
Pro
Email support answered ahead of the self-service queue, usually the next working day, and often the same one.
Priority support
Max and Enterprise
Answered first, same working day wherever we can, and you can ask for a call rather than typing out a long thread.
Bought a ticket, or trading at someone’s market? You are always welcome to contact us and it costs you nothing, though where a decision is the organiser’s (refunds, stall fees, who gets a pitch) we will point you at them rather than pretend it is ours to make. See what else the plans change.
Contact support
Tell us what’s going on and include order references or event links where you can. It usually saves a round trip.
- Response time
- Depends on the support level your plan includes (see below). Buyers and traders always get an answer from us free of charge, whatever the organiser is on.
- Refund questions
- Refunds are decided by event organisers under their stated policy. We can chase, but we can’t overrule a policy you agreed to at checkout. See how refunds work.
- Service status
- Checking whether something is down? See the status page.