Frequently Asked Questions
Find clear answers about buying tickets, seating, organizers, payments, refunds and event entry.
General
Q What is MatesEvent?
Answer:
MatesEvent is an online event ticketing platform that helps customers discover and book events and helps organizers create events, sell tickets and manage attendees.
Q What types of events can be listed on MatesEvent?
Answer:
Organizers can list many types of events including concerts, theatre, dining, family events, cultural events, parties, conferences and other legitimate events.
Q Do I need an account to use MatesEvent?
Answer:
You can browse events without an account. An account may be required to purchase tickets, manage bookings or create events.
Q Is MatesEvent available internationally?
Answer:
Yes. MatesEvent is designed to support events and customers internationally, subject to available payment methods, currencies and local requirements.
Customer Accounts
Q How do I create a customer account?
Answer:
Use the registration option on MatesEvent and provide the requested account information.
Q What if I forget my password?
Answer:
Use the Forgot Password option on the login page and follow the instructions sent to your registered email address.
Q Where can I see my purchased tickets?
Answer:
Log in to your customer account and open My Tickets to view your bookings and available ticket details.
Q Can I update my account information?
Answer:
Where available, you can update your account details from your profile settings.
Buying Tickets
Q How do I buy a ticket?
Answer:
Open the event, select the required ticket type, quantity and seating where applicable, then continue through checkout and payment.
Q Can I buy more than one ticket?
Answer:
Yes, subject to the quantity limits set by the organizer and ticket availability.
Q How do I know my booking was successful?
Answer:
After successful payment, your ticket should appear in your MatesEvent account and a confirmation may also be sent by email.
Q Can ticket prices change?
Answer:
Yes. Organizers control ticket pricing and may change prices or ticket availability before purchase.
Q Can I use a discount or coupon code?
Answer:
If the organizer has enabled a valid coupon or discount, enter the code during checkout where the option is available.
Seats & Tables
Q Can I choose my own seat?
Answer:
Yes, when the event uses an interactive seat map. Available seats can be selected before checkout.
Q What does a held seat mean?
Answer:
A held seat is temporarily reserved while another customer completes a booking. If the booking is not completed, the hold may expire and the seat can become available again.
Q Can I book an entire table?
Answer:
Yes, when the organizer has configured a table to be sold as a whole table.
Q Can tables be sold by individual seats?
Answer:
Yes, where the organizer has configured the table for individual-seat booking.
Q Why did the seat I selected become unavailable?
Answer:
Another customer may have completed payment first or the temporary hold may have changed while you were booking.
Tickets & Check-In
Q Where is my ticket QR code?
Answer:
Your ticket QR code is available with your ticket details and may also appear on the ticket sent to you by email.
Q What should I show at the event entrance?
Answer:
Show the QR code or ticket provided by MatesEvent so authorized event staff can scan it.
Q Can the same ticket be scanned more than once?
Answer:
Check-in limits are controlled by the event ticket settings. A ticket that has already reached its permitted number of check-ins may be rejected.
Q What happens if my QR code does not scan?
Answer:
Event staff can verify the booking using the available ticket, order or guest information.
Q Can I view my tickets from my phone?
Answer:
Yes. You can access your MatesEvent account from a supported mobile browser and show your available ticket or QR code.
Organizer Accounts
Q How do I become an organizer?
Answer:
Create or access an organizer account and complete the required organizer information and approval process.
Q Why does my organizer account need approval?
Answer:
Approval helps MatesEvent protect customers, reduce fraudulent events and maintain platform security.
Q Can an organizer manage multiple events?
Answer:
Yes. Approved organizers can create and manage multiple events from their organizer account.
Q Who is responsible for the event?
Answer:
The organizer is responsible for the event itself, including event information, venue arrangements, licences, operations and attendee obligations.
Event Creation & Ticketing
Q How do I create an event?
Answer:
From the organizer dashboard, create a new event and provide its name, description, date, time, venue, images, ticket information and other required details.
Q Can I create different ticket types?
Answer:
Yes. Organizers can create ticket options with different prices and availability where supported.
Q Can I offer free tickets?
Answer:
Yes, organizers can create free ticket types where the event configuration allows it.
Q Can I edit an event after publishing it?
Answer:
Yes, subject to platform controls. Important changes should be communicated clearly to existing ticket holders.
Q Who controls ticket prices?
Answer:
The organizer sets the ticket price for their event.
Seat Maps & Venue Layout
Q Can organizers create a seating layout?
Answer:
Yes. Events using the seat map system can have seating layouts containing chairs, rows and tables.
Q Can I create curved or angled seating rows?
Answer:
The seat map editor supports positioning and layout adjustments for venue seating.
Q Can I see which seats have been sold?
Answer:
The organizer seating system is designed to distinguish availability, held seats and sold seating.
Q Can I sell a complete table for one price?
Answer:
Yes. A table can be configured for whole-table sales where supported by the event setup.
Guest Management & Scanners
Q Can organizers see who purchased tickets?
Answer:
Yes. Organizer sales and guest information can show buyers and their associated tickets where available.
Q Can organizers search for a guest?
Answer:
Yes, guest and ticket information can be used to locate a customer or booking where the organizer tools provide search.
Q Does MatesEvent support ticket scanning?
Answer:
Yes. Authorized event staff or scanners can verify ticket QR codes for event entry.
Q Can organizers create scanner access for staff?
Answer:
MatesEvent includes scanner management functionality for authorized event staff.
Payments & Fees
Q What does MatesEvent charge organizers for domestic Australian card payments?
Answer:
MatesEvent charges 4% on domestic Australian card transactions. Stripe card-processing costs are included within this fee.
Q What does MatesEvent charge for international card payments?
Answer:
MatesEvent charges 5.5% on international card transactions. Stripe card-processing costs are included within this fee.
Q How does MatesEvent determine whether a card is domestic or international?
Answer:
For Stripe card payments, the card issuing country reported by Stripe is used to determine whether the transaction is domestic Australian or international.
Q Are Stripe processing fees charged separately on top of the MatesEvent percentage?
Answer:
No. Under the current MatesEvent pricing, Stripe card-processing costs are included within the applicable 4% domestic or 5.5% international fee.
Q Does MatesEvent charge a monthly organizer subscription?
Answer:
MatesEvent pricing is primarily transaction-based unless a different arrangement is specifically offered or agreed.
Q Are free tickets charged the normal ticket-sale commission?
Answer:
Free tickets do not generate a normal paid-ticket commission.
Q Can MatesEvent change its fees in the future?
Answer:
Pricing may be updated in the future. Current applicable fees should be displayed or communicated by MatesEvent.
Refunds & Cancellations
Q Can I get a refund for my ticket?
Answer:
Refund eligibility depends on the event terms, organizer policy and applicable law. Contact the organizer or MatesEvent support if you need assistance.
Q What happens if an event is cancelled?
Answer:
The organizer is responsible for communicating event cancellations and handling refunds or other remedies in accordance with the event terms and applicable requirements.
Q What happens if an event is postponed?
Answer:
The organizer should provide updated event information and explain whether existing tickets remain valid or whether other options are available.
Q Are payment-processing costs always refundable?
Answer:
Refund treatment can depend on the payment provider, transaction circumstances, organizer policy and applicable law.
Troubleshooting & Support
Q I paid but cannot see my ticket. What should I do?
Answer:
First refresh your account and check My Tickets and your email. If the payment succeeded but the ticket is still missing, contact MatesEvent support with your booking details.
Q I did not receive my ticket email. What should I do?
Answer:
Check your spam or junk folder and confirm the email address on your account. Your ticket may also be available directly inside My Tickets.
Q My payment failed. Was I charged?
Answer:
A failed payment normally does not create a completed ticket order. Check your payment provider or bank and contact support if a charge appears without a completed booking.
Q The event page is not loading correctly. What should I do?
Answer:
Refresh the page, try a supported browser or device and check your internet connection. Contact MatesEvent support if the problem continues.
Q How do I contact MatesEvent support?
Answer:
Use the official MatesEvent support contact information or support options provided on the website.