DocumentationTutorials, scenarios & features
Discover our expansive knowledgebase and learn how to get the most out of Citizen Ticket.
Tutorials
- Getting started
- Create an event, set up your venue and set the date
- Create and customise your organiser landing page with your brand identity
- Adding team members to your profile
- Advanced ticketing
- Managing early bird tickets
- Enforcing a mandatory ticket with ticket purchases
- Understanding automatic capacity management
- Using Passes - Annual Memberships, Bundles or Passes
- Configuring your time slots for private party experiences
- Working with many dates
- Customer management
- Data & Reporting
- Traffic & tracking
- Exporting data to be used off-platform
- Themes
Scenarios
- Refunds and Cancellations
Features
- Account Details
- Account Help
- App
- Box Office
- Email Centre
- Event Setup
- Create and manage early bird tickets
- Dates how do I cancel or postpone my event
- Dates how do I create multiple sessionstime slots for an event
- Dates how do I use multidate mode
- Dates how do I use the time slots power settings
- Donations how to add a donations option at checkout
- Duplicate event how do I duplicate my event
- Embed widget how do I embed a buy tickets form to my event website
- How do I make event buckets
- How do I pin an event
- How do I schedule a date to publish my event
- How do I set up a waiver form
- How do I set up gift vouchers
- How to activate exchanges
- How to set up exchange all tickets in a sale
- How to set up tentative bookings
- Images how do I add a promotional video to my event page
- Images media tile how do I embed a spotify link
- Location how do I delete a venue
- Location how do I set a location or change a location
- Location how do I set up an online event
- Location how do I set up my event when I havent secured a venue
- Multievent tools what are multievent tools
- Releases sidebar
- Sales digest notify me when my event or a timeslot sells out
- Title description how do I hide my event from public view
- Title description how do I set my event type
- Finance
- General Queries
- Livestream Events
- Livestream Hybrid Events
- How do I change the sales end date for a live stream event with watch again enabled
- Live stream events how do I make sure my events live stream broadcast is of high quality
- Live stream events how do I stream a thirdparty conference call to my live stream
- Livestream studio can I add an alternative viewing link to my livestream event
- Livestream studio can people watch my camera if I havent gone live
- Livestream studio how do I customise my events live stream page
- Livestream studio how do I end the live stream for my event closing your broadcast
- Livestream studio how do I send a broadcast message to viewers
- Livestream studio how do I set up my streaming software for my live stream event
- Livestream studio how do I start my livestream or go live
- Livestream studio how to download the recording after the livestream
- Livestream studio what happens if access opens and I havent gone live
- Livestream studio what is broadcast message
- Livestream studio what is livestream embed
- Livestream studio what is streaming software
- Livestream studio what stream quality will my viewers receive
- Livestream studio when should I enable watch again after my live stream has finished
- Livestream studio where do I find the live stream server url and key
- Location how do I create a hybrid event location
- Location how do I create a live stream event location
- Tickets can I create a free live stream ticket
- Tickets how do I create a live stream ticket type
- Tickets how do I create live stream ticket types for a watch again or rental period
- Tickets how do I create ticket types for a hybrid event
- Manage Booking
- Customer fringe by the sea how do I apply for a refund for an event or return a free ticket
- Customer greenwich market grotto danson house how do I exchange my tickets to another datetime slot
- Customer how do I add my events to my personal calendar
- Customer how do I apply for a refund for an event or return a free ticket
- Customer how do I exchange my tickets for a tentative booking
- Customer how do I exchange my tickets to another datetime slot
- Customer how do I send a ticket as a gift to someone
- Customer I havent been sent cant find my eticket request ticket wallet
- Customer I purchased the wrong tickets how do I change my tickets for the correct event
- Customer I want to transfer my ticket to a friend or family member
- Customer my event has been cancelled
- Marketing
- After sale pop up how do I send a message to customers after they purchase a ticket
- Can I talk to somebody about marketing my event
- Continue shopping how do I allow customers to continue shopping for tickets to events on my organiser profile
- Discount codes how do I create a discount code for my event
- How do I capture customer data
- How do I create an access code for my event
- How to write a marketing optin message
- Marketing checkout settings
- Reward referrer how do I set up rewards for customers who refer my event to others
- Seo sharing how do I use seo sharing
- Super trolley how do I create add ons for my event e
- Super trolley traffic and tracking
- Traffic tracking how to add a moment
- What are urchin tracking module parameters
- My Account
- My Tickets
- Other
- Reporting
- Attendees guests how do I view my attendeesguests
- Attendees guests seating plan
- How to export attendees and guests reports across multiple events
- How to export sales revenue reports across multiple events
- Sales digest how do I get weekly sale updates for my event
- Sales revenue how do I view my ticket sales
- Traffic tracking what is the traffic tracking tool
- Ticket Purchase
- Customer archerfield walled garden the santa experience how do I purchase a ticket
- Customer borders book festival general public how do I purchase a ticket
- Customer greenwich market grotto danson house grotto 2023 how do I purchase a ticket
- Customer how do I purchase a ticket
- Customer how do I search for an event
- Customer how do I use my gift voucher
- Customer how to fill out a waiver form
- Customer I am struggling to get my transaction through
- Customer my event is sold out can I join a waiting list
- Customer one time codes
- Customer the checkout times out in less than 10 minutes
- Customer treasure island how do I purchase a ticket
- Customer where do I put my access code
- Customer where do I put my discount code
- Ticket Setup
- Activate ticket b when ticket a sells out
- How can I make a ticket type mandatory
- How can I ringfence some tickets for my event
- How do I absorb fees
- How do I activate the transfer functionality
- How do I create a custom wallet button with a link for a thirdparty conference call
- How do I set up a pass
- How do I stop all ticket sales for an event
- Tickets how can automatic quantities handle family tickets
- Tickets how can I create a ticket that allows customers to set their own price
- Tickets how do I activatedeactivate a ticket type for sale at a later date
- Tickets how do I collect the delivery addresses of my ticket purchasers
- Tickets how do I control the ticket ownership per person for my event
- Tickets how do I create a free ticket type
- Tickets how do I hide a ticket type
- Tickets how do I set my refund policy
- Tickets what is a foundation ticket
- Tickets what is ticket grouping
- Waiting list what is the waiting list feature
My event has been cancelled
If your event has been cancelled by the organiser, you will receive an email from Citizen Ticket informing you of the specific steps you need to take. There are several types of cancelled events:
- Event cancelled - Refunded automatically
- No action required from you (the customer)
- Please allow 14 working days for refunds to appear back in your account.
- All refunds go back to the card that was used for the original purchase.
- Event cancelled - Offered option of exchanging to another alternative date OR a refund
- Please follow the instructions in the email to exchange to another date.
- Your wallet will update automatically with your new tickets
- Please follow the instructions to opt for a refund:
- Please allow 14 working days for refunds to appear back in your account.
- All refunds go back to the card that was used for the original purchase
Where can I find the Exchange Option?
Your tickets might be exchangeable to another date or timeslot (depending on the event organisers T&Cs). Not all organisers use the Exchange feature. If this feature is active for your tickets, it will appear as a blue button in your Ticket Wallet. Please note that some organisers set a cut off period for exchanges. If unsure, please contact support@citizenticket.co.uk
N.B: Tickets can only be exchanged by the original purchaser. If you are not the original purchaser of the tickets please see the section at the bottom titled: I am not the original purchaser of the tickets - how can I do the exchange?
- To exchange your ticket, please sign in to your Citizen Ticket account - https://www.citizenticket.co.uk/signin/ and go to the "Receipts” tab.
- On the “Receipts” tab, you can pick your relevant receipt ID then on the right hand side, click on the “Options” dropdown menu then click “Exchange Dates”.
- Select the boxes of the tickets you would like to exchange and click the blue "Find eligible dates" button.
- Choose your new date and time slot on the calendar widget and add/type the correct amount of tickets in the box you have, to match the amount exchangeable.
- Confirm your booking by clicking the blue "Exchange tickets" button and your ticket wallet will update with the new date/time slot (your updated ticket wallet will be sent to your email).
- Note - If you exchange your timeslot / date and you have already answered custom questions set by the organiser, you will be prompted to answer the questions again.
Where can I find the Refund Option?
- To get a refund, please sign in to your Citizen Ticket account at https://www.citizenticket.co.uk/signin/ and go to the "Receipts” tab.
- On the “Receipts” tab, you can pick your relevant receipt ID then on the right hand side, click on the “Options” dropdown menu then click “Instant Refund”.
- Please allow 14 working days for refunds to appear back in your account.
- All refunds go back to the card that was used for the original purchase.
I am not the original purchaser of the tickets - how can I do the exchange?
Only the original purchaser can exchange tickets or apply for a refund.
To transfer the tickets back to the original purchaser, please make them aware that you are doing so.
Please see this article on how to transfer the ticket(s) back to the original purchaser who can then either exchange them for you or they can opt for the refund. If they exchange the date / time slot for you, they can then transfer them back to you using the same Transfer Feature.
Please see this article:Transfer my tickets to a friend or family member