FAQ

Do you have a question concerning Eventim.Light? Here is where you'll find frequently-asked questions and our answers.

Didn't find the right answer? Please use our contact form.

Registration

How can I change my bank details?

Changes to your address or bank details should be sent via the contact form to our support team.

How quickly will my events be on sale?

After submitting your registration, our sales team will process your request ASAP. In the meantime, please ensure you have added your bank details to your account for swift event settlement. As soon as you receive confirmation of your registration from us, you can publish your events for sale.

I have created my event, but what data do you still need?

In order to settle your ticket monies, we will need you banking details. You can add and save your bank details in the 'My Profile' section. To do this, click on your user name in the menu or directly on 'My Profile'. Here you will find the data for your registration request and information needed for settlement. Your information is securely stored at all times. 

Create Events

Which data must be stored in the event information area?

In the first step of creating an event, you define the framework data and description of your event. Event title: In addition to the title, you can also use the header and subtitle for further information such as the programme title, presenters, etc.

To make the initial creation easy for recurring events, you can use images and text data from your event series.

How do I set the date and time of an event?

When creating your event, you will find the date and time section under 'Schedule'. You can also define an access time at this stage, if required. 

How do I add a new venue?

Adding a new venue couldn't be easier! First check whether your venue is already available in the list. To do this, simply enter the name or city into the search box and the results will be displayed.

Can't find your venue? Then click "Create new venue" and enter the desired address.

Please note: You can't change the location once your event has been published. 

 

Can I add different ticket types?

In addition to the "Full price", you can also add other ticket types and their individual designation for discounts. Up to ten ticket types are available.

For each ticket type you can individually set up a maximum number of available tickets or define a limited sales period.

How does price calculation work?

The basic prices you define form the basis of the ticket fees and settlement after the event. Enter the basic prices and the sales prices are calculated completely automatically. Sales tax: Please select the sales tax defined for your event. This does not have any effect on the price calculation of the individual tickets.

What do I need to be aware of when uploading images?

When uploading your image material to www.eventim-light.co.uk, please ensure that you unequivocally hold the required rights for the intended purpose of the image (e.g. through a contractual agreement with the relevant rights holder). You will be prompted to confirm this when uploading an image. 

Which image formats are the most suitable?

Create an image for each event which you upload as a png or jpg file, ideally in the 16:9 format. The largest image size supported is 1920 x 1080 pixels.

How do I publish an event?

After you have completed all of the event details, simply click on 'Publish' and check all information to make sure that everything is correct. Should you need to change anything, you can simply return to Edit the event. 

Click on 'Confirm' to start selling your event. 

Sell Events

When is the event, including the picture and descriptive text, available on eventim.co.uk?

As soon as you have published the event and enabled the Eventim network option, the event is processed promptly by our e-commerce team, which includes a (quality) check of the content. It is important that your image allows square cropping and that you have not integrated any text into it. If the rights of use have also been specified correctly, your event will become bookable online as quickly as possible.

Where can I find the Eventim logo and how can I use it?

If you sell tickets to your event via our EVENTIM network, you are allowed to use the Eventim logo on your promotion material (i.e. poster, flyer, banner ads or your website).

Please contact us directly and we will provide you with the necessary images you require. 

When will tickets be available by the Eventim network?

As soon as you have published the event and enabled the Eventim network option, the tickets will be approved by our e-commerce team once a (quick) validation check has been passed. 

How can I stop sales for an event?

To stop sales manually, click on 'Edit event'. In the 'Schedule ' area, you can set dates for 'Sales start' and 'Sales end'. You can choose a time just a few minutes in the future and save these changes. Sales will stop once that time has been reached. 

How can I stop sales temporarily?

Select the event you wish to block from the list of "Published events" and open the event details page. Reverse the release of this event by clicking on "Stop Sales", select the status "Pause Sales" and confirm. If sales can be restarted, select the "Published" status on the event detail page. 

How can sales be started?

If you have provided all of the information about the event and tickets, you can use the "Publish" button to start sales via your online shop. If the Eventim network is enabled simultaneously, the event will also be available to outlets after a brief update period. Processing by our e-commerce team therefore takes place in real time, so that your event can also be booked on eventim.co.uk.

What sales channels are available?

In addition to the ticket shop,you can also take advantage of the selling power of the Eventim network, which includes the online and call centre sales. 

Edit Events

How can the number of tickets on sale be changed?

Select the relevant event from the list of "Published events" and open the event details page. Click on the drop-down list for the "Edit event" button at the top right and select "Edit prices". On the "Ticket information" page, you can change the number of tickets for each area / ticket type as applicable.

How can information be changed after an event has been published?

Select the relevant event from the list of "Published events" and open the event details page. Clicking the "Edit" button at the top right shows first of all the event information and then clicking "Save and continue" shows the ticket information. Changes are  possible, however they do not apply to tickets that have already been sold. This should especially be taken into consideration when making subsequent price changes.

Please note: should you make fundamental changes such as door time, start time, or the date, please ensure you contact Eventim so we can inform all existing customers as applicable. 

 

 

How can I move my event to a different date?

To move your event to another date, select the relevant event from the list of "Published events" and open the event details page. Click on the "Edit" button at the top right and simply change the event date within the 'Schedule' area.

Additionally please add a message to your sales note: *PLEASE NOTE, THIS EVENT HAS BEEN RESCHEDULED FROM XXX TO XXX. ALL SOLD TICKETS WILL REMAIN VALID.*

After saving the changes, please contact Eventim and we will inform all customers about the change to the date. 

How can I change my event to a different venue?

To change your event to a different location, please proceed the following steps:

  1. Set the status of the event to "Pause sales" via the Button "Stop sales" so that no further tickets can be sold.
  2. Add a hint like „Location changed to XXX“ to the event title
  3. Add another hint to your sales not „Attention, the location of this event was changed to XXX. All tickets remain valid“.
  4. Please create a new event in the new location and publish that.
  5. Contact us via email to <link>operations@eventim-light.de to let us know about the change. Afterwards we will inform your customers.

Please note: We can not contact customers who bought their tickets at a box office to inform them.

What do I need to be aware if I cancel my event?

If your event cannot go ahead and has to be cancelled, please take the event off sale immediately. Select the event affected from the list of "Published events", open the event details page, click on "Stop sales" in the top right corner and select the status "Cancel event".

Once this status changes, any tickets already sold can be cancelled and the customer refunds triggered.

Please ensure you contact Eventim immediately where we can begin issuing refunds on your behalf. 

Ticketshop

How is the online shop integrated into your website?

After publishing your event, the "To the online shop" button takes you directly to the relevant event page in your online shop. Simply integrate this link into your website and sales can begin. Alternatively, you can also integrate the list of all events as a summary (see top left on the event page).

Which types of delivery are available in the online shop?

Once a customer has purchased their tickets, they will receive a print@home ticket as a PDF file via e-mail or also directly for downloading on the order confirmation page.

Which payment types are available?

Your customers can pay by credit card (Visa, MasterCard/EuroCard).

Who can my customers contact, if they have questions about their order?

For enquiries about order and payment processing, your customers can contact our support team via the contact form in the online shop.

Event Settlement

What happens after the event?

Once your event has finished, you will need to give us your approval to start the settlement process. To do this, choose the relevant event from the list of "Expired events", open the event details page and set the status to "Finished".

When the event is finished, no further bookings, and in particular cancellations, are possible and our finance team will be able to issue you your settlement. 

When will my event be settled and paid out?

If you have set the status of your event to "Finished", settlement will take place within 5 working days. You can download the report on the event page by clicking the button "Download settlement". We will use your bank details which you have stored under "My Profile".

Cancelled or postponed events are not included in this and will only be billed once any cancellation claims on the part of ticket buyers have been resolved.

Where can I download the settlement?

You can download the report on the event page by clicking the button "Download settlement".

Who should I contact if I have queries about settlement?

If you have any queries about settlement and pay-outs, our support team will be happy to help. Simply send us your enquiry and event details via the contact form.

Event Series

What is an event series?

You can use an event series if you have identical or multiple events on different dates. With this feature you can automatically apply event information in each of the event dates without any manual tasks. For example. you can either apply event description and / or the event image across all events.

You can decide which of these elements may be applied to every event and then edit as necessary into each event. 

Which events should be created in an event series?

This feature helps you to organise recurring events that take place on different dates. You only need to fill in the event details once and can apply them to all event dates within that series. 

Admission via Scan-App

How do I configure the Scan-App?

First click on 'Admission' and download either the config PDF of a specific event or of all your events within the next 30 days. Then open the EVENTIM.Access Scan App on your mobile device and scan just one of the recently downloaded QR codes with each device.

Please note: After the configuration has been successful, you need to synchronise the ticket data. This process can only be started within 12 hours before the event date. For downloading ticket data, your mobile device has to be connected to the internet.

How does the validation process work?

Once you have configured the Scan App and synchronised the ticket data (barcodes) you have to scan every customers ticket at the entrance in order to validate their entry.

While scanning the ticket the app checks the status. If the ticket is valid, a message will appear to authorise the entry. 

Is it possible to scan offline?

Sure, there is no need to have an internet connection while scanning. But please note, that it’s necessary to be online within the configuration process.

Please note: If you are scanning offline with more than one device, the devices won’t be able to synchronise the already scanned tickets to each other.

When can I start synchronising the ticket data?

The synchronisation can only be done within 12 hours before the event starts. To make sure that the process will succeed, please connect your mobile device to a WiFi

If you prefer to scan offline, please make sure you do not synchronise before the ticket sales are finished.