Check the email that arrived after checkout, spam folder included — the link in it opens your tickets again. If the address on the order had a typo that email went somewhere you cannot open, so write to support@gatekeepers.app with the event name, the purchase date and the name on the order. At the door, staff can check you in by name if you bring ID that matches.
Ask support for a new ticket linkNothing was charged, and the tickets you picked are still held for you — a hold lasts 10 minutes from the moment the order is created. Try the card again, or Apple Pay, inside that window and you keep the same tickets; most declines come from the bank rather than from us. Once you have reached the payment page the hold stays yours until those 10 minutes are up, and before that, changing the cart frees the tickets straight away and starts a new hold when you continue.
How payments workRefunds are the organizer’s decision, and when they have written a refund policy it sits on the event page beside their contact address. Canceling an event notifies guests but does not refund anyone automatically, so ask the organizer for the refund either way. If they don’t answer, email support with the order number and the event name.
Email support about an orderPayouts run through Stripe and land on the arrival date shown on your payouts page. If Stripe still needs an ID document or bank details from you, the payout waits until that is done, and the request appears on your dashboard under “Needs your attention”.
Check your payout statusThat ticket has been admitted once already, and the result shows the time it happened. If it was a recent mis-scan, open the guest list and undo the check-in there to put the ticket back. An order with several tickets shows how many of that party are already in.
How scanning worksFree events are free. Paid tickets carry a 9% + $0.99 service fee per ticket, plus 1% when text updates are enabled, whether or not any texts are sent. You choose whether the buyer pays it on top of the price or you absorb it out of the ticket price. Either way, every price a buyer sees already includes the fee.
See a worked exampleEmail support@gatekeepers.app with the event name and the email address on your order.
