Questions? We've got answers.
Fees, payouts, Apple Wallet delivery, scanning, reserved seating, and how we stack up against popular alternatives. If yours isn't here, reach out - we'll find out or make it happen.
Getting started
How do I get started with TicketSnap?
Book a demo or contact us and we'll set up your account. We handle the onboarding - you just need to connect your payout account and you're ready to build your first event.
Do I need technical knowledge to use TicketSnap?
No. TicketSnap is built for the people actually running events, not IT departments. If you can fill out an online form and set up an email account, you can use TicketSnap. And we're always here to help if you get stuck.
How long does setup take?
Most accounts are live and selling tickets within a few days. If you have reserved seating, add a day or two for your seat map to be configured. We help with all of it.
Can I use my own domain?
Yes. Your event pages can live on a TicketSnap subdomain (e.g., yourorg.ticketsnap.ca) or on your own custom domain. We handle the configuration.
Do I need to sign a long-term contract?
No. There are no long-term contracts. You're not locked in.
Fees & pricing
How does TicketSnap charge?
We charge a fee based on the tickets you sell. There is no monthly subscription fee just for having an account.
Do you charge a fee if I issue a refund?
TicketSnap's service fee is typically non-refundable on cancelled tickets, similar to most ticketing platforms. Payment processing fees are also non-refundable per the processor's standard policy. We'll walk you through how refunds work for your specific setup.
Can I pass the fee to my buyers?
Yes. You choose how fees appear to buyers: built into the ticket price (no separate line item), shown separately, or split between you and the buyer.
Are there any hidden fees?
No. What we tell you the fee is - that's the fee. No facility charges, no delivery fees for digital tickets, no "print at home" fees.
When do I get paid?
Revenue is deposited directly to your connected payout account on a standard schedule. For most Canadian accounts, that's within 5 business days.
Ticket delivery & digital passes
How do buyers receive their tickets?
Buyers receive a confirmation email with their ticket immediately after purchase. From that email, they can add their ticket to Apple Wallet or Google Wallet with one tap.
Do buyers need to download an app?
No. Apple Wallet and Google Wallet are built into iOS and Android respectively - no separate app download required.
What if an event detail changes (time, venue, etc.)?
When you update your event, Apple Wallet and Google Wallet passes update automatically. Ticket holders also receive a push notification alerting them to the change.
Can tickets be shared via screenshots?
No. Each QR code is unique and linked to a specific ticket. Once scanned, the QR code is marked as used and can't be re-used.
Can a buyer transfer their ticket to someone else?
Yes. Buyers can initiate a ticket transfer from their account.
Events & event management
What types of events can I run on TicketSnap?
Pretty much any event that requires tickets or registration - sports games, concerts, festivals, theatre, community events, fundraisers, camps, conferences, and more.
Can I sell different ticket types for the same event?
Yes. You can create multiple ticket tiers with different prices, names, availability windows, and caps. Common examples: Early Bird, General Admission, VIP, Season Ticket Holder, Under-16.
Can I schedule when tickets go on sale and when they expire?
Yes. You can set a start and end date for any ticket tier.
Can I limit how many tickets are sold?
Yes. You can set a ticket cap per tier and a total event cap.
Can I create season tickets or multi-event packages?
Yes. Season ticket packages are a core feature.
Can I run camps or registration-based events?
Yes. TicketSnap supports camp events with registration forms, participant details, payment collection, and player management.
Entry & scanning
How does ticket scanning work on event day?
Your team uses handheld devices (iOS or Android) running the TicketSnap scanner. Valid tickets show green, invalid or already-scanned tickets show red.
Can I use turnstiles?
Yes. TicketSnap supports integrated turnstile gate control for venues that have them
How many scanning stations can I run at once?
Multiple simultaneous scanning stations are supported. Entry counts are tracked in real time across all gates.
What about will-call?
Yes. Will-call ticket management is built in, including signature capture for pickup.
Point of Sale (POS)
Does TicketSnap have a built-in POS system?
Yes. The TicketSnap POS system handles concessions, merch, and extras - all from the same platform as your tickets. No third-party POS subscription required.
Can I run the POS on a phone or tablet?
Yes. The POS system runs on any modern iOS or Android device.
Does POS reporting integrate with my ticket sales reporting?
Yes. All revenue - ticket sales and POS - is tracked in the same reporting dashboard.
Accounts & security
How do I add team members to my account?
Through the admin dashboard, you can add team members and assign them specific roles and permissions.
Can buyers log in with Apple or Google?
Yes. Apple Sign-In and Google Sign-In are both supported.
Support
What if something goes wrong on event day?
We prioritize event-day support. If you're live and running an event and something isn't working, we're available.
Do you offer training?
Yes. We provide onboarding and training as part of your setup. We can do on-site or virtual training sessions.