FAQ - Ticket Management - Event Organizer Questions

Find answers to frequently asked questions and situations related to ticket management.

On this page:

• Event Settings

• Refund

• Check-in (event)

• Complimentary ticket (partners/guests/sponsors)

Event Settings

In this section, you will find answers to questions related to event settings, such as changing event data, location, creating a new batch, duplicating an event, among other information.

- When creating a new batch, is the Checkout link I am using on my sales page automatically updated to the new link?

No. When creating a new batch, the checkout link generated for the new batch is different from the previous link, meaning that when creating a new offer or duplicating the created offer, the checkout link changes.

In addition, the system does not automatically update the link on your external pages, and you will need to copy the new Checkout link and manually replace it in all locations where the old link was being used.

- How do I issue a new batch of tickets for the same product?

To issue a new batch of tickets for the same event, you must duplicate the first batch (duplicate offer) of tickets created.

To do this, you must access the Productssection, select the created e-ticket product, click on the E-ticket product Offer, i.e., the offer of the batch you want to duplicate, and then click on Duplicate offer.

When Duplicating the e-ticket product offer, you can change the necessary information, such as the item's name and value. When editing the duplicated offer's information, you will need to activate the offer's status so that the EXCLUSIVE Checkout URL is generated.

- is it possible to duplicate an e-ticket product to create a new event?

Yes, it is possible. To do this, you must access the Productssection, then locate the ticket (event) whose batch you want to duplicate, and click on Duplicate.

When duplicating an event, the already configured settings (such as images, descriptions, and payment settings) will be copied while a new independent record is generated. After duplication, you must access the product copy to change the specific information of the new event, such as the date and address, for example.

When duplicating an e-ticket type product, you can configure and adjust the event dates of the duplicated product, and maintain the other settings of the existing product.

- Can I change an event's address after it's created?

Yes, you can change the address after creating it. Simply access the created event and change the information. The event address will be automatically updated on the generated tickets.

- Can I change an event's date after it's created?

You can change the date. To change the date, you must access the created event and modify the already filled information.

You can change the date to the day before the informed event date, for example,

• the event is scheduled to start on July 10th, and on July 8th you want to make a change. In this case, you can change the date to July 9th, but you cannot change the date to July 8th - this will be possible and, when changing the date, it will not be necessary to generate a new ticket, as they will be automatically updated.

THE event start date is the date when theaccreditation modewill be " open. ". If you scan the QR Code before the event date, an error will appear. Therefore, the accreditation mode can only be performed on the event's opening date.

- How are credits deducted from tickets?

Each Guru credit corresponds to a transaction registered on the platform, regardless of the payment status . as soon as a sale is registered, 1 (one) credit is deducted from the Guru account balance, meaning sales with any form of payment, including boleto and Pix without confirmed payment, and even abandoned sales consume credits on the platform.

In the case of tickets, for each sale (transaction) made, 1 credit will be deducted, meaning if you make a sale with 10 tickets, 1 credit will be deducted from the transaction. This also applies to complimentary tickets, where 1 credit will be deducted per transaction upon issuance.

Refund

In this section, you will find answers to questions related to refund operations.

- I refunded a ticket sale, does the ticket cancel automatically or should I cancel it?

THE ticket will be canceled automatically. As soon as you refund a ticket, its status will appear as canceled.

Check-in (event)

In this section, you will find answers to questions related to the check-in of participants/guests.

- How can I check in a ticket for a participant/guest?

You can check in manually or through accreditation via QR Code. Check-in can only be performed if the participant/guest has filled out the registration form.

- is it possible to accredit two different e-tickets for the same participant at the same event?

Yes, it is possible. For this, the option Assign different tickets to the same participant's email needs to be activated, so you can accredit multiple tickets for the same participant.

Complimentary ticket (partners/guests/sponsors)

In this section, you will find answers to questions related to complimentary tickets (partners/guests/sponsors)

- How to generate complimentary tickets for partners, guests, or sponsors?

To generate a complimentary (free) ticket for guests, partners, or sponsors, you must Generate E-ticket for the contact.

To generate tickets for a contact, you must access your Guru account, click on the Contact menu and select the contact for whom you want to generate the complimentary ticket. Then, click on the E-ticketstab, and then click on Generate E-tickets and inform which product (ticket) and offer you want to generate the e-tickets for.

To Generate the complimentary e-ticket, access:

1. THE menu, Contacts, select the contact who will receive the complimentary ticket - if the contact is not yet registered, click on Add new contact and fill in the basic data;

2. In the Contact selected, click on the E-tickets tab and then click on Generate E-ticket; and

3. Configure the ticket issuance - select the Product (event), the Desired Offer, inform the Quantity of tickets you wish to issue for this contact andassign (if necessary) the ticket to the contact automatically (optional).

Upon configuration, tickets will be issued to the selected contact. Guru will send an email to the contact, so they can send invitations to participants through the My Orders.area.

- How does the guest receive and access the sent complimentary ticket?

To access the complimentary ticket, the contact (to whom the complimentary ticket was issued) must access the my Orders Area and send the ticket invitation to a participant/guest.

How the process works in practice:

1. THE Contact must send the Invitation to the guest/participant: after you generate the complimentary ticket in Guru (associating the e-ticket with a contact), the ticket will be available for that contact:

   1. THE contact (who received the complimentary ticket) must access the My Orders area - an email will be sent with the information to access the My Orders area; and

   2. Locate the desired ticket and click on send the invitation to the final guest/participant - if the ticket is for personal use, you must send the invitation to your own email.

2. THE Guest/Participant receives an Email:

   1. as soon as the invitation is sent, through the My Ordersarea, the guest/participant receives an automatic email containing the invitation, and in this email, there will be a link to confirm registration.

3. Access and Ticket Generation (QR Code):

   1. after clicking on the confirmation link received by email, the guest/participant validates their data, then the system generates the ticket (E-ticket) with the QR Code; and

   2. THE ticket is available for consultation in the Tickets menu of the client portal, where it can be viewed or presented at the event entrance.

On the day of accreditation at the event, you will need to have the ticket printed or on your mobile device.

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