Ticketing Service Questions

Because we know you have many...
Setting Up Tracktivity Ticketing
At present, we sell tickets at the venue only, why should we move to digital ticketing?
There are many reasons but, in our opinion, the most important are:

/ Going digital enables you to sell tickets well in advance of the event which means you are able to sell tickets over a longer period of time and that means you are going to sell more tickets. This is a statistically proven fact.

/ Going digital gives you many more channels to the market. Your visitors can buy tickets anytime and anywhere, using their mobile devices or computers.

/ With a digital ticketing system you get 24/7 access to your sales data. This lets you adjust your sales strategy anytime. You can decide if it's time for that "early bird special" or any other discount, and all available tickets, though all sales channels are updated instantly.

/ Going digital helps you reduce lines at the venue on the day of event. Your visitors already have tickets when they reach the venue, they get scanned at the gate and are in.

/ Going digital means you can eliminate costs associated with printing, shipping and disposing of paper tickets. While visitors can still print their tickets at home, you move that responsibility (and cost) to them.

/ Going digital means you can sell tickets directly to your visitors - eliminating ticket agents either at your venue or at other points of sale.

/ All transactions are credit card based meaning you eliminate the issues and costs related to handling of cash at the venue.
How is Tracktivity Ticketing Service different from other solutions?
Tracktivity ticketing service is a "concierge" style service - providing you with a completely hassle-free experience:

/ We manage your event information and ticket structure in Tracktivity up to date as a free service

/ You get a dedicated Tracktivity Regional Coordinator assigned to your venue

/ You inform your Regional Coordinator about which events you want to activate or deactivate for ticketing and the changes are reflected in Tracktivity within seconds

ALSO

/ You can sell your tickets through your webpage, your mobile app, Tracktivity iOS and Android apps, Tracktivity webpage as well as from your Facebook or Twitter accounts. Or even from e-mail!

/ Super easy and seamless ticket buying experience for your visitors

/ There is no upfront investment required, no monthly fee, no setup fee, we don't require exclusivity. You can use the service whenever you want for whichever events you want

/ You can inform your visitors about short notice event changes, cancellations, rain-outs, ec. via Race Control feature which is fully integrated into Tracktivity

/ All you need to scan tickets is an iOS or Android device with a camera (iPhone, iPad or iPod Touch), no dedicated scanning (and expensive) equipment required

/ If you need to, you can refund your visitors with just a mouse click

/ Robust security and encryption in place, providing for a secure transfer of funds after each transaction directly to your merchant account
Can I use Tracktivity ticketing in addition to the system I use today?
Absolutely! For example, you can stick to selling "classic" tickets at your ticket counters and in addition you can enable sales through multiple digital channels using the Tracktivity solution.

Or, if you already use another digital ticketing solution, you can try out Tracktivity by assigning a few tickets to it and have someone at the gate with the Tracktivity Venue app for scanning. As you grow into the Tracktivity solution, you can assign more tickets to it. You don't even have to scan the tickets - you can print out a master list of all ticket purchases and then name check your visitors at the gate. Every Tracktivity ticket is issued to a name - this name is visible on the digital ticket as well as the printed copy.
Can I use the Tracktivity service to sell tickets through ticket agents at my venue or elsewhere?
Tracktivity was designed to be a highly efficient, "personal", mobile first ticketing solution where visitors purchase tickets with their mobile devices or computers directly from the venue, through a multitude of digital channels. However, you can also sell your tickets over the phone through agents or with your staff at the venue.
How much does Tracktivity digital ticketing cost?
See the pricing HERE.
What investment is required for me to start using Tracktivity ticketing service?
There is no initial investment - no sign up fee, no set up fee and no membership fee to use Tracktivity ticketing. When a visitor purchases a ticket, we charge a small fee for each transaction made through our platform.

If you want to scan tickets at the gate, each staff member checking in visitors will need to be equipped with a working iOS or Android device and the Tracktivity Venue mobile app (free download).

If you do not wish to scan tickets at the gate, you can print out the list of visitors who purchased your tickets and name-check them instead. Both digital and printed Tracktivity tickets include the buyers name for easy identification.
Do I need to enter event information into yet another system?
No! Our ticketing is natively built into Tracktivity database and there is no need for you to enter event information anywhere else. There is only one place where all the information is kept and any changes made to the information are reflected wherever that information is accessible - mobile apps or webpages. Think of it as an airline or hotel reservation system - there is only "one version" of the truth but visible through many channels.

Besides, we do all the updates for you anyway, it's a free service!
Selling Your Tickets
How do I request the Tracktivity ticketing service for my venue?
  1. Request Tracktivity ticketing service by submitting us your details.
  2. Receive an e-mail with a link to connect your Stripe account to Tracktivity ticketing system. If you don't have a Stripe account yet, you can open one HERE, it only takes a few mins.
  3. Your venue will now be connected to the Tracktivity ticketing system. No tickets will be visible or available for sale yet. You will have plenty of time to decide which events you want ticketing activated for, to set ticket prices, etc.
NEXT STEPS:

/ Working closely with you, your Regional Coordinator will set up the ticket structure (tickets types, prices, etc.) for your events

/ You can change any of the parameters at any time during the process

/ When ready, just let your Regional Coordinator know which events you want to activate for sale and with one mouse click those tickets will appear for sale in all channels - mobile apps, Facebook, Twitter, your web, etc.

/ As part of our service, your Regional Coordinator will keep all information up to date. "Live" tickets can be turned off and any of the information edited at any time.

/ You can use Tracktivity ticketing for visitor tickets, driver fees and registrations, banquets...any tickets!
What kind of tickets can I sell through Tracktivity?
Any tickets! Spectator tickets, parking tickets, competitor tickets, even banquet tickets. There is no limitation to what kind of tickets can be sold through Tracktivity.
I want my visitors to pay the Tracktivity service charge, how much is a ticket actually going to cost the visitor?
A) Lets say the ticket costs $10, you choose the 3.5% + $0.40 pricing and let the visitor pay the Tracktivity service charge. In that case the ticket price for the visitor will be $10.75 ($10 + $0.75 Tracktivity service charge)

B) Lets say the ticket costs $35, you choose the 2.5% + $0.70 pricing and let the visitor pay the Tracktivity service charge. In that case the ticket price for the visitor will be $36.28 ($35 + $1.28 Tracktivity service charge)

C) Lets say the ticket costs $70, you choose the 2.0% + $1.00 pricing and let the visitor pay the Tracktivity service charge. In that case the ticket price for the visitor will be $71.80 ($70 + $1.80 Tracktivity service charge)
Do my visitors need the Tracktivity mobile app to buy and use digital tickets?
No! Your visitors can buy tickets through your Tracktivity page, receive tickets by email, print them out and take them to the venue. At the venue, their printed ticket will be scanned the same way as a digital ticket stored in the Tracktivity app.
Can I refund my visitors if I decide to do so?
Yes, if you take a decision to refund your visitors, you can do so at anytime, provided you have the required funds on your Stripe account. All you have to do is notify your Tracktivity Regional Coordinator who will then execute the refund. Visitors who purchased tickets to your events will receive a full refund, including the Tracktivity Service fee if it was changed to them when they purchased their tickets.
On Race Day
What equipment is required to scan the tickets at the gate?
A working iOS or Android device, loaded with Tracktivity Venue mobile app is required for ticket scanning. Tracktivity Venue is a free download from the Apple Appstore. The newer the iOS device, the better as newer devices have dramatically better cameras, allowing for much faster scanning times. Tracktivity Venue requires the device to run on iOS 8.3 and higher.

Only users authorized by the venue can scan event tickets. The staff member has to login to the app with his/hers Tracktivity credentials. The app will determine if he/she has been authorized by the venue to scan the respective tickets and they are good to go. Scanning a ticket only requires pointing the camera at the barcode. A ticket is typically scanned in under 1 second.
Do we have to scan the tickets?
Ticket scanning is optional. Every Tracktivity ticket includes the buyer's name, visible on all version of the tickets. You can print out the list of visitors who purchased your tickets and name-check them at the gate. This is particularly useful for VIP tickets.
Can I print a "master list" of all those who purchased tickets for my ticket agents?
Yes!
Who can scan Tracktivity tickets?
Only staff members authorized by the venue can scan event tickets. Just notify your Tracktivity Regional Coordinator about who is authorized to scan your tickets and we will enable those accounts for scanning.
How long does it take to scan a ticket?
Within a blink of an eye! Or, in other words...with the latest iOS devices and under normal light conditions, scanning a ticket takes under 1 second.
What is the difference between a digital ticket available in the app and a printed ticket?
None! It is the same ticket and it is scanned the same way - by pointing the device camera at the barcode.
What exactly happens when a Tracktivity ticket is scanned at the gate?
When a ticket is scanned with Tracktivity Venue, the following checks are performed:

/ It will check if the ticket is valid - if it exists and if it is consistent with the one that was purchased

/ It will display the ticket type, event name, event date and the ticket holder

/ It will check if the ticket has already been scanned previously

/ If the ticket has already been scanned previously, the app will indicate the date/time of the last scan

/ If the ticket hasn't been scanned previously, it will mark the current ticket as scanned

/ All of the checks above are performed with Tracktivity cloud. For this purpose, the device running Tracktivity Venue must be connected to the internet.
What happens if a ticket has already been scanned previously?
If a ticket has already been scanned previously, the staff member scanning the ticket will be notified about this by the app, including a time stamp showing the last time the ticket was scanned.
My event was a rainout. What now?
All tickets will be still good and remain valid. If you want to honor the tickets for the event held at a different date, the system will accommodate that, no action required from you. If you want to refund all paying visitors, you can do that too.
How can I use Tracktivity to communicate to our visitors that my event was cancelled, postponed or changed?
Tracktivity provides a great feature for this - Race Control. It is a communication channel for important messages. Typical examples of Race Control messages include:

/ Short notice event date/time changes

/ Event results

/ Important track news

/ Event promotions/invitations

Whenever a Race Control message is posted, the message will be published in the Race Control window for all users following your track. In addition, users will receive a corresponding push notification to their device.

Tracktivity does not employ an algorithm which determines what appears in users timelines and what doesn't. All messages posted into Tracktivity will be delivered to the users.
Getting Paid!
How do I receive the funds from my ticket sales?
Tracktivity is build on Stripe online payment technology. If you don't have a Stripe account yet, you can open one for free. Funds from your ticket sales will be available for you to see in your Stripe account within seconds after each transaction was made. All transactions will be accumulated for you by Stripe and then transferred to your bank account every 2-5 business days. You can also choose to do manual instead of automatic transfers - this approach is ideal if you want to leave funds on your Stripe account in case you will want to process refunds.
What is Stripe and why do I need an account?
Basically, from the moment the user inputs credit card details into Tracktivity until the money reaches your account, all money movements are handled by Stripe technology. This allows us to process online payments in a very fast, secure and transparent manner.
Can Tracktivity ticketing service connect to my existing Stripe account?
Yes!
How do I open a Stripe account?
Click HERE and follow the instructions to set up your Stripe account.

Or, if you don't feel like going through the guided tour, start HERE.
What is the cost of having a Stripe account?
There is no setup cost or subscription cost, Stripe changes a small fee from every transaction processed through its "pipes".

Here is the current Stripe pricing:

USA: https://stripe.com/us/pricing

CAN: https://stripe.com/ca/pricing

AUS: https://stripe.com/au/pricing

These fees include the credit card processung fees.
What information is required to open a Stripe account?
It depends on the country you are in but typically it requires the following information:

/ Your business information

/ Your personal details

/ Your banking details
Do I need to change any of the settings from the Stripe dashboard?
Once you set up your account you don't need to change any of the standard setting. Funds from your ticket sales will be automatically transferred to your bank account every few days.
How long will it take for me to see transactions in my Stripe account?
When a ticket is purchased, you will see that transaction in your Stripe account within seconds. The funds will be available for withdrawal after a few business days, typically 2 - 5 days.
When will the funds from my ticket sales be available to me for withdrawal?
When a ticket is purchased, you will see that transaction on your Stripe account within seconds. The funds will be available for withdrawal after a few business days, typically 2 - 5 days.
When is the Tracktivity service charge deducted from the charged amount?
After each transaction is made and before the funds reach your account.
When are the Stripe fees deducted from from the charged amount?
After each transaction is made and before the funds reach your account, Stripe will deduct their charges.
Can I have my visitors pay the Tracktivity service charge?
Yes, of course. During setting up your service we will ask you to specify who do you want to pay for the Tracktivity service fee. You can change this at any time later.
Will there be more fees charged to the funds I received on my Stripe account?
No, all fees are deducted when the transaction is made and so the funds you receive are net of fees.
How do I process refunds for my visitors?
If you take a decision to refund your visitors, you can do so at anytime, provided you have the required funds on your Stripe account. All you have to do is notify your Tracktivity Regional Coordinator who will then execute the refund. Visitors who purchased tickets to your events will receive a full refund, including the Tracktivity Service fee if it was changed to them when they purchased their tickets.
Question?
Type it here and we will get back to you!