Your account, your team and getting help

Where do I log in?

At Studio login, top right of any page on this site.

Can I add my team, and can I control what they see?

People and Members both have their own sections in Studio.

Tell us what each person needs to do, such as managing sales or working the door. We'll confirm the access available for your account before your team starts using it.

How do I get hold of a real person?

Email support@ticketsoft.com. Include your organisation, event name and what you need help with. For a ticket refund request, use refunds@ticketsoft.com and include the order number and booking email.

How do I cancel or postpone an event?

Tell TicketSoft promptly so the event information, attendee communications and refund arrangements can be coordinated. For a full cancellation without a replacement event, the policy provides for refunds once cancellation is verified and TicketSoft holds or receives the funds needed. For a rescheduled event, tickets normally remain valid and any refund options and deadline will be communicated. A postponement without a replacement date is handled under the postponement policy.

How do refunds work?

The organiser is responsible for its event and the refunds it owes. TicketSoft administers refunds under the applicable policy and funding arrangements. Your event can offer a more generous refund policy, but it cannot remove customer rights. For a partial refund or help processing a request, contact refunds@ticketsoft.com. After TicketSoft submits a refund, it usually reaches the original payment method within five to ten working days; the payment provider and bank control the final timing.

What happens to my data, and who controls it?

You are the controller for your attendees' data, and TicketSoft processes it for you. The Privacy Notice on this site covers what we collect through this website, and the platform Privacy Notice covers the ticketing platform itself.