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 account details be changed?

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

From when can events be sold?

After submitting your registration, our sales team will process your request. In the meantime, please add your bank details in your account and therefore prepare everything for later event settlement. As soon as you receive confirmation of your registration from us, you can publish your events for sale.

Which data still needs to be added?

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 the input form for your bank details.

Create Events

Can I create a seat map?

No, within EVENTIM.Light creating a seat map is not possible. But you can set up different areas / categories like "block a", "block b" etc..

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 inherit images and text data out of your event series.

How to set event date and time?

Define the date and time of your event. You can also define an access time.

How simple is adding a venue?

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 display the results. 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.

How can different ticket types be defined?

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 specifying rights of use?

When uploading your image material to www.eventim-light.de, tell us the full name of the copyright owner (photographer, designer, etc.). Please ensure that you unequivocally hold the required rights for the intended purpose (e.g. through a contractual agreement with the relevant rights holder).

Which image formats will be best?

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 to publish an event?

After you provided all the event details, simply click on „publish“ and check all information to make sure that everything is fine.

Click on „confirm“ to start the pre sales of your event.

Sell Events

Where can I find the eventim.de 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.de logo on your promotion material (i.e. poster, flyer, banner ads or your website).

Please find more information here:

http://www.eventim.de/tickets.html?fun=tdoc&doc=feature/partner/plakatGuide

 

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

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.

From when are tickets available in the outlets?

As soon as you have published the event and enabled the EVENTIM network option, the tickets will also be available to the reservation offices after a brief update period.

How can sales be stopped?

To stopp sales manually, click on „Edit event“. In the „Schedule“-Area, you can set dates for „Sales start“ and „Sales end“. Now you choose a time-slot just a few minutes in the future and save these changes. The sales will now be automatically stopped by reaching that time.

How can sales be blocked 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 setting the status from "Published" to "Blocked" in the drop-down list at the top right and confirming your action. If sales can be restarted, select the "Published" status in the same way.

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.de.

What sales channels are available?

Use beside the ticket shop the selling power of the EVENTIM network, which includes the eventim.de Internet platform and all of the familiar reservation offices nationwide.

Edit Events

How can the number of tickets for 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.

How can data be changed even 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 basically possible, however they do not apply to tickets that have already been sold. This should especially be borne in mind when making subsequent price changes.

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 limit of available tickets equal to the number of actual sold tickets.
  2. Add a hint like „Location changed to XXX“ to the event title
  3. Add another hint in the beginning of your event text „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 the contact form 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.

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 drop-down list for the "Edit event" button at the top right and simply change the event date within the „schedule“ area.

After saving the changes, we will inform all customers that can be reached about the changes.

What do I need to be aware of if an event is cancelled?

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 and in the drop-down list at the top right set the status to "Cancelled". Once this status changes, any tickets already sold can be cancelled and the customer refunds triggered. Once this status changes, any tickets already sold can be cancelled and the customer refunds triggered.

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?

Immediately after their booking, your customers 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 or Giropay.

Who can your 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?

After holding your event, 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" in the drop-down list at the top right. When the event is finished, no further bookings, and in particular cancellations, are possible.

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". For pay-outs, 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

How can I change the venue of an event within a series?

To change the venue for your event, please proceed to "How can I change my event to a different venue?" in the "edit event" section.

Where can I set up the location for an event series?

The location can only be set up in the individual event itself.

What is an event series?

You can use an event series if you have an indentical event on different dates. With this feature you can automatically apply several event data in each of the event dates without any manual tasks. Therefore you can either apply event description and / or the event image.

You personally decide which of these elements may be applied to every event.

Which events should be created in an event series?

Basicly this feature helps you to organize 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.

Admission via Scan App

Can I print a list of all sold tickets?

Yes, you can download and print a full list of all sold tickets for a specific event to be on the safe side for managing your access.

The list includes:

  • Barcode-Number
  • Ticket-Status
  • Ticket-Area
  • Ticket-Type
  • Price
  • Sales-Channel

To finde this list, open the specific event and click on "Download access data" at the bottom of the page. Afterwards please download the excel sheet and print this.

When can the tickets be scanned?

After the successfull configuration of the Scan-App you are able to scan tickets 12h before and after the defined access period.

How does access control work?

Every ticket has a unique barcode or QR-Code, that can be scanned with our free Scan App. After scanning a ticket, there will be a pop up that shows you whether the ticket is valid or not.

What are the system requirements for the app?

Android: At least Android 4.0
iOS: At least iOS 7.0

How to configurate 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.

Attention: After the configuration succeeded, you need to synchronize the ticket data. This process can only be startet within 12 hours before the event date. For downloading ticket data, your mobile device has to be connected to the internet.

How does the ticket validation process work?

After configuration the Scan App and synchronizing the ticket data / barcodes you have to scan every consumers ticket at the entrance.

While scanning the ticket the app checks the status. If the ticket is valid, the message: „Ok, Zutritt gewährt“ will appear.

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 prozess.

In addition to that: If you are scanning offline with more than one device, the devices won’t be able to synchronize the already scanned tickets to each other.

When can I start to synchronize the ticket data?

The synchronization can only be done within 12 hours before the event start. 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 not to start the synchronization before the ticket sale is finished.