Frequently Asked Questions About Ticketing for Event Organizers

Once you’ve submitted and confirmed your registration, our sales team will handle your request. In the meantime, please log in and add your bank details to your account so that everything is ready for prompt event billing. As soon as we’ve activated your account, you’ll receive a notification from us and can publish your events for sale.

Please send any changes to your address or bank information to our support team using the contact form.

Note: Please note that the account holder is always the company. This cannot be changed. However, the account holder’s name can be added. Please use our contact form for this purpose.

You can enter and save your bank details in the "My Profile" section. To do so, click on your username in the menu or go directly to "My Profile." There you will find the details from your registration request and the form for entering your bank details.

Go to your event overview via the menu and click on “Create Event.” You’ll be guided step by step through the entire event setup process. Be sure to read the notes in each section—they offer valuable tips. In the first section, “Event,” you’ll also find a video tutorial that shows you exactly how to create an event. 

To help you manage your venue, we provide a comprehensive list of pre-registered addresses. Simply select your venue from this list. If it’s not already listed, add a new venue. If your event is taking place exclusively online, click “Create Online Event” so that “Online Event” appears as the venue for your customers.

Note: Please note that a location cannot be changed after your event has been published. Additionally, events taking place abroad cannot be activated for the EVENTIM network. For further information, please contact our support team via the contact form.

If your venue has more than one section, you can create different price categories here, such as standing room, VIP section, or wheelchair access. If a ticket for a wheelchair user also includes an accompanying person in the price, please select “Wheelchair User + Companion.” You can either select the predefined labels we provide or enter your own. When creating a seating chart, assign the seats to the respective section here as well.

In addition to the "regular price" for each price category, you can add additional discount tiers with custom names. You can either use our predefined names or enter your own. These discount tiers can be used, for example, for early-bird tickets or special promotions. You can set up to 100 different discount tiers per event. Additional information about each discount tier can be included in the sales notes.

Optionally, each discount level can be offered with a limited duration or a freely selectable ticket allocation.

Specify here which sales channels your tickets should be sold through. You can choose from: your own ticket shop, the EVENTIM network, and the box office.

Please enter any information here regarding VIP tickets, discounts, or accessibility. Please also note here whether tickets for wheelchair users include a companion.

When uploading images for your event, please always include the full name of the respective creator (photographer, designer, etc.).

Please ensure that you have been granted the necessary rights for the intended use beyond any doubt (e.g., through a contractual agreement with the respective rights holder).

In the "Media" section, upload an image for your ticket shop and for display on the EVENTIM network as a JPG or PNG file. The image should have a square aspect ratio. For optimal display, the image must be at least 444 x 444 pixels. If your image is rectangular, you can also crop it during upload and select a square section.

After you’ve entered all the event details, click “Publish.” You can review all the information one more time. Your event won’t be published until you click “Confirm.” Ticket sales can begin in your ticket shop immediately.

Alternatively, you can publish a saved event by setting the status to “Published” on the event details page.

If you’ve set an advance ticket sales start date for your event, customers won’t be able to buy tickets until that time. It’s best to publish your event right after creating it so you can focus entirely on the rest of the planning—ticket sales will then start automatically at the scheduled time without you having to do anything manually.

Note: Advance ticket sales start automatically only for events with the status “Published.”

Once you've published your event, you can no longer make changes in the seating chart editor. This means you can no longer add or remove seats. However, you can easily change the capacity of the standing area in the "Areas" section of the event settings. 

Each event organizer must create their own floor plans. Once you've created a floor plan for a venue, you can easily reuse it for other events.

Immediately after booking, your customers will receive a ticketdirect as a PDF file via email. Alternatively, they can download the ticket directly from the order confirmation page and save it to Google or Apple Wallet on their smartphone.

If your customers have any questions about the purchase or payment process, they can contact our support team via the contact form linked in your EVENTIM.Light ticket shop.

First, you’ll need your own Google Analytics account. Create a new property for your EVENTIM.Light ticket shop and set up the data stream. Then, simply enter your Google Measurement ID in your EVENTIM.Light account under “Shop > Tracking” and save it. You can find detailed instructions in your EVENTIM.Light account under “Help.”

After publication, you can either embed the ticket shop directly into your website using an iFrame or include a link to the ticket shop on your page. Under the "Shop" menu item, in the "Shop Integration" tab, you’ll find both the link to your ticket shop and the HTML code for iFrame integration. All new events will be automatically added to your shop.

In the “Shop Design” tab, you can also customize the design of the ticket shop to match your brand.

Your customers can pay via PayPal, PayPal Express, Apple Pay, Google Pay, and credit card (Visa, MasterCard/EuroCard).

Yes, you can create ticket-related questions using the event setup tool. For example, you can use this feature to ask your customers about their menu preferences. If you’d like to use this feature, please contact our support team via the contact form, and we’ll enable it for you.

Use the series feature if you're scheduling the same event on multiple days. This feature lets you save specific content that you can then apply to each event date without having to copy it in manually.

Basically, this feature makes it easier for you to manage any event that includes recurring content. You only need to enter this content once, and it will then be automatically applied to each individual event date.

If all events in a series take place at the same location, please select “Recurring events at the same location” under “Series type” in the event series setup. This allows you to set the location once for the entire series, and it will then be applied to all events in the series.

If the events take place at different locations, select the option “Series with different locations” in the event series setup. This allows you to specify a different location for each individual event.

Additionally, under “Series Type,” you can also select “Online Events” as an option if all events in the series take place exclusively online.

To change the location of a single event in the series, please follow the instructions in "What should I keep in mind when moving an event to a different location?" in the "Edit Events" section of the FAQ.

To change the location for a series with a recurring location, please proceed as follows:

1. Click "Stop Sales" in the series so that no further tickets can be sold.
2. Add a note to the series title indicating where the event has been moved.
   Example: *Moved to Hall XY*
3. Also, add this note about the relocation at the beginning of the sales notice: *ATTENTION: THE EVENT HAS BEEN MOVED TO HALL XY. ALL PURCHASED TICKETS REMAIN VALID.*
4. Create a new series with the new location and publish it.
5. Please also send an email to operations@eventim-light.de with a note regarding the relocation.

Note: We are unable to contact ticket buyers who purchased their tickets at a ticket outlet and therefore cannot inform them of the change of venue.

Yes, that’s possible if it’s a recurring event at the same location, such as city tours, a circus, or an amusement park. In that case, you can easily select the days of the week and times for your time slots by setting up an event series and publish them all at once. Your ticket buyers will then see all available dates in a convenient calendar overview.

With the Event Bundle, you can combine multiple individual events into a single package and sell it as a season ticket, subscription, or festival pass, for example.

Once you’ve created your individual events, set up your bundle in the “Event Bundle” section. Add up to 30 individual events or dates from an event series and follow the step-by-step setup process. You can decide whether your event bundle includes a fixed set of events or whether your ticket buyers can choose, for example, 8 out of 10 events.

No, the event bundle draws on the ticket allocations for each individual event. This means you can only purchase the event bundle as long as there are still enough tickets available for all the selected individual events. This way, you retain full control.

Yes, you can customize both the general title and the description in your ticket shop. To do this, either go to the "Shop" section and select the "Shop Design" tab, or use the link at the very top of the event bundle setup page and enter your alternative title.

Once you’ve entered all the information about the event and the tickets, you can start selling them immediately through your online ticket shop by publishing the event. Alternatively, you can schedule the sale to start at a later date. If you also activate the EVENTIM network, your event will be available to ticket outlets after a short update period. Our e-commerce team will process this just as quickly, so your event will also be bookable on eventim.de.

With EVENTIM.Light, you can easily set up your own ticket shop and seamlessly integrate it into your website. In addition, with our box office module, you can sell your tickets through your own box office, such as your office or at the door. You also have the option to activate the EVENTIM network and sell your tickets via eventim.de and 10,000 ticket outlets throughout Germany.

If you sell your tickets through our EVENTIM network, we’ll be happy to provide you with logo materials for your posters, flyers, or online promotional materials (such as banners or your website).

You can find more information and download the EVENTIM logo here:

https://www.eventim.de/campaign/partner-logos/
https://www.eventim.de/campaign/partner-plakatguide/

Once you publish the event and have enabled the EVENTIM network, the tickets will be available to ticket outlets shortly after a brief update period.

Select the event in question from the "Published Events" list and open the event details page. Now click the "Stop Sales" button in the top-right corner, select "Pause Sales" in the dialog box that opens, and confirm. Your event will now be marked as "Locked." When sales can resume, click "Publish" on the event details page and confirm.

To manually end advance ticket sales, navigate to the desired event and click "Edit Event." In the "Schedule" section, set the "Sales End" date to a time a few minutes in the future, and save the event. Advance ticket sales will then automatically stop when that time is reached.

Promotions are marketing campaigns that allow you to offer your customers special prices. To do this, you can generate promotion codes, for example. These codes unlock the prices you’ve predefined when tickets are purchased. You can use promotion codes for a marketing campaign or send them via newsletter as a thank-you to your most loyal customers.

Create a new promotion under the menu item of the same name in your EVENTIM.Light account. Here, you can set all the relevant details, such as the maximum number of tickets, the validity period, and whether a code can be redeemed once or multiple times. Then generate the promotion codes that ticket buyers will enter when purchasing your tickets.

Note: If you use the EVENTIM network, the name of the promotion entered here will be displayed there.

After you've created a promotion, go to the event setup as usual. In the "Ticket Price" section, select the relevant price or create a new one, and then choose the desired promotion under "Advanced Settings."

If you create a promotion with a code, the promotional price will only be visible once the ticket buyer enters the promotional code in the designated field. In this case, only customers who receive a promotional code from you can purchase tickets at the promotional price. If you create a promotion without a code, the promotional price will be visible to all ticket buyers.

A promotion can be applied to multiple pricing options for a single event or to various prices across different events. The limit is set within the promotion by specifying the maximum number of tickets. This way, you always have control over the number of tickets sold at the promotional price.

Under the "Promotions" menu item, you'll find an overview of all active and inactive promotions. When you click on a promotion, you'll see all the details about it and the events where it's being used. There, you can also download a report on the usage of individual promo codes.

You can edit your events at any time by clicking “Edit Event” and adding new information, changing prices, text, or images, or adjusting the event date.

Changes are generally possible, but do not apply to tickets that have already been sold. This is particularly important to note in the case of subsequent price changes. All changes made will be reflected on eventim.de after a delay.

If your event cannot take place and must be canceled, please remove it from sale immediately. To do so, select the event in question from the "Published Events" list, open the event details page, click "Stop Sales" in the top-right corner, and select the "Cancel Event" status in the dialog box that opens. 

After this status change, any tickets already sold through the shop will be canceled by our team, customers will be notified (with the exception of those who purchased through a ticket agency), and refunds to end customers will be processed.

If the event date has already passed, please contact our Operations Team at operations@eventim-light.com to cancel the event and notify your ticket buyers. Note: Do not use the event status 'Completed' if the event did not take place.

Once canceled, events cannot be republished.

Select the event in question and open the event details page. Click the "Edit" button to edit the event information.

You can now either set a limit for the respective price tiers in the "Ticket Price" section or set a limit for the entire section in the "Sections" section.

Note: If you are working with price tier limits, always check the allocated quotas for the price tier and section when increasing the quota.

Yes, this is possible in the "Sections" section of the event management interface, but only for unsold seats.

If your event needs to be moved to a new location, please follow these steps:

1. Edit event: First, click “Edit” for the event in question.
2. Move event to a different location: In the “Location” section, click the “Move event” link to start the process.
3. Update location: Enter the new location for your event.
4. Adjust capacity: Check and adjust the event’s capacity, taking into account the remaining available seats.
5. Save changes: Save the event once all details have been updated.

After saving, a new event with the updated location will be created. Ticket sales for the original event will be automatically suspended, and it will no longer be displayed in your ticket shop. However, all previously purchased tickets remain valid, and customers will be informed of the new location.

Note: We cannot contact ticket buyers who purchased their tickets at a ticket outlet and therefore cannot inform them of the change of venue.

If your event is still in the future, please follow these steps:

1. As soon as an alternative date is set, please change the event date once* in the event system.
2. If you do not yet have a replacement date at this time, please go to the event management system once and enter a fictitious date (one that is far in the future) and update the event title to “POSTPONED TO UNKNOWN.” If this causes the title to exceed the allowed character limit, please shorten the original title so that the addition "POSTPONED TO UNKNOWN" is fully visible. If you wish to end advance sales for the time being, please adjust the event’s sales period. Navigate to the desired event and click on “Edit Event.” In the “Schedule” section, set the “Sales End” date to a time a few minutes in the future and save the event. As soon as a replacement date has been found and you want to put your event back on sale, you’ll need to adjust the sales period again accordingly.

*Of course, we want to inform your ticket buyers as soon as possible and will follow your changes. Therefore, please make the changes only once to avoid confusion among your customers.

If the date of your event is already in the past, please proceed as follows:

Please contact our Operations Team at operations@eventim-light.de with information about the rescheduling. We will process your event accordingly and ensure that your ticket buyers are informed. Note: Please do not use the event status 'Completed' if the event did not take place.

Have you found a replacement date?

As soon as a specific date is set, remove “POSTPONED TO UNKNOWN” from the title, correct the date, and publish the event. Another rescheduling email with the final dates will be sent to your ticket buyers.

Note: We cannot reach customers who purchased their tickets through a ticket agency.

Since we do not have any contact information for these customers, we are unfortunately unable to reach them. These customers can return their tickets to the ticket office where they purchased them.

When creating a new event, simply check the "Walk-in" box in the price option you want to enable for walk-in tickets.

In the order overview, click the delete icon (trash can) next to the relevant order. An overview of the order will then open. Click the "Cancel All" button to cancel all tickets in this order. If you only want to cancel individual tickets from the order, check the boxes next to the tickets you want to cancel and click "Cancel Selection."

All ticket sales from online sales and the box office will be listed in your standard event report. Once an event has been processed, you can download the report as usual from the event details page in your account. As the event organizer, you collect the money for tickets sold at the box office directly. The fees for the sale of these tickets will be billed to you and collected from the bank account we have on file via SEPA direct debit.

The box office is another sales channel that allows you to sell tickets on-site via a web application within EVENTIM.Light. In addition to your online ticket shop, you can, for example, use your office as an advance ticket sales location or sell tickets at the box office on the day of the event.

To request access to the box office, simply open the “Box Office” section via the menu in your EVENTIM.Light account and start the activation process. We will review your request immediately and notify you as soon as the box office has been activated for you (processing time: approx. 2 business days). Please note that we can only activate the box office for you if you have provided complete bank details in your account. Once activated, you can start selling tickets directly at your box office. Under ‘Help,’ you’ll also find a tutorial video that walks you through using the box office step by step.

Yes, that's possible. Simply create another price option in the "Prices" section by clicking "Add free ticket." This price option is only available at the box office and must be activated separately.

Yes, you can print a ticket either as a PDF using a standard A4 printer or as a receipt ticket using your own receipt printer. Our box office module is currently compatible with the Epson TM-m30III receipt printer, which includes Wi-Fi. You can find instructions on how to connect your printer to the box office in your EVENTIM.Light account under "Help."

When you're in the Box Office module, click the ticket icon in the top-right corner. There, you'll see an overview of all orders placed through the box office.

If necessary, you can also reprint tickets. To do so, click on the ticket you want to reprint in your order overview (ticket icon). You can reprint either a specific ticket or an entire order.

Each ticket has a barcode or QR code that you can scan using our free EVENTIM.Access Scan app. Immediately after scanning, our app will let you know whether the person can be admitted or if the ticket is invalid.

Once you've successfully set up the scanning app, you can scan tickets 12 hours before and after the entry time you specified.

Android: Android 8.1 or later

iOS: At least iOS 13

Yes, you can print out a summary of the tickets sold for your records.

It contains the following information:

• Barcode number
• Ticket status
• Ticket section
• Price tier
• Ticket price
• Sales channel

To download the list, open the respective event and click on "Download Admission Data." Then download the Excel file and print it out.

Google Play Store (Android): https://play.google.com/store/apps/details?id=de.eventim.mobile.app.access

App Store (iOS): https://apps.apple.com/us/app/access-scan-app/id1050612187 

In the "Admission" section of your EVENTIM.Light account, you can download a PDF containing a QR code for configuring the EVENTIM.Access scan app, as well as step-by-step instructions. After downloading the scan app from the App Store or Google Play Store, you can configure it in a single step by scanning the QR code. 

Note: The app can be configured up to 30 days before the event. The barcodes for sold tickets can only be synced within 12 hours before the event starts. To do this, the device must be connected to the internet during this period, at least for the duration of the download.

Once the barcodes have been successfully configured and downloaded, your scanning app will contain the ticket information for all ticket purchasers. During the scanning process, the app checks whether the ticket is valid and whether it has already been redeemed. If the ticket is valid and has not been redeemed yet, the message “OK, access granted” will appear on the screen.

If the barcode is unreadable, you can also enter it manually. To do this, simply tap the keyboard at the top of the app, then enter the barcode manually and confirm with “Ok.”

Yes, if there is no Wi-Fi or cellular network available, the scanning app can still work offline. Of course, you must first sync your ticket purchases before using the app.

Please note, however, that in offline mode, if more than one scanning device is used, already redeemed tickets cannot be synchronized between the devices.

Ticket purchases can be synchronized with the configured scanning app no earlier than 12 hours before the scheduled start time of the event on the day of the event.

Ideally, connect the scan app to Wi-Fi so that it can continuously sync with our servers. If you want to use offline mode, make sure to perform the synchronization only after the sales period has ended to ensure that all ticket buyers are accurately recorded.

Once your event has been held properly and in full, change the status on the event details page to “Completed.” This gives us the go-ahead to process billing. From this point on, no further bookings or cancellations will be possible. Once the status is changed, we will begin processing billing.

Once you’ve changed your event’s status to “Completed,” payment will be processed within five business days. We’ll use the bank account information you’ve provided in your profile to make the payment. Cancelled or rescheduled events can only be settled after any cancellation claims from ticket buyers have been resolved.

Our support team is happy to assist you with any questions you may have regarding billing and payments. Simply send us your question and your event details using the contact form.

Once you've marked your event as "Completed," you'll see a "Download Invoice" button on the event details page.