Question 1

How do I create an organisation?

Accepted Answer

Sign in and follow the prompt to create your organisation. Add a name, logo and short description. You can invite your team later.

Question 2

How do I manage my organisation?

Accepted Answer

Use Manage organisation in the top navigation. Events, bookings, team and settings all live there.

Question 3

How do I connect Stripe?

Accepted Answer

Open Settings → Stripe onboarding and follow the steps. Stripe will ask for the details it needs to pay your organisation.

Question 4

Do I need a Stripe account?

Accepted Answer

Yes. Ticket money is paid to your organisation's connected Stripe account. Without Stripe you can't accept card payments.

Question 5

How do I know when I'm ready to sell tickets?

Accepted Answer

The Setup checklist in the admin area shows what's outstanding. Once your organisation, Stripe and first event are ready, you can publish and start selling.

Question 6

How do I create an event?

Accepted Answer

Open Manage organisation → Events → New event. Add your event details, then add performances and ticket types.

Question 7

How do I add performances?

Accepted Answer

Open your event and choose Add performance. Set the date, time, venue and seating details.

Question 8

How do I create ticket types?

Accepted Answer

Open your event and choose Ticket types. Add options such as Adult, Concession or Child, then set the price and number available.

Question 9

Can I sell reserved seats and general admission?

Accepted Answer

Yes. Reserved seating uses a seat map so customers pick specific seats. General admission sells against a capacity, with no seat map.

Question 10

How do I set up reserved seating?

Accepted Answer

Build a seat map in Venues once, then any event at that venue can reuse it. No need to redraw it every time.

Question 11

How does MyEventHub prevent isolated single seats?

Accepted Answer

When on, customers can't leave a single empty seat between bookings. It's on by default for reserved seating and can be turned off per event or performance for unusual layouts.

Question 12

How do I publish my event?

Accepted Answer

Open the event and change its status from Draft to On sale. Only published events appear on the public site.

Question 13

Where do I find my public event link?

Accepted Answer

Every published event has a URL like myeventhub.co.uk/events/your-event. Copy it from the event's admin page and share it.

Question 14

How do customers buy tickets?

Accepted Answer

Share your event link. Customers pick their tickets or seats, pay by card and receive their tickets by email straight away.

Question 15

Can customers buy without an account?

Accepted Answer

Yes. Customers can check out as a guest using just an email address. Tickets are emailed to them immediately.

Question 16

How do customers receive their tickets?

Accepted Answer

By email, right after payment. Each ticket has a QR code you'll scan at the door.

Question 17

Where can I see bookings?

Accepted Answer

Open Bookings in the admin area. You can search, filter and open any booking to see its details, tickets and payments.

Question 18

How do I refund a ticket?

Accepted Answer

Open Bookings, choose the booking and select Refund. Pick the tickets to refund, check the amount and confirm. The customer is notified by email.

Question 19

How do I refund an event extra?

Accepted Answer

Open the booking and refund the specific extra. The customer gets an email listing the refunded item.

Question 20

How do I check people in?

Accepted Answer

Open Check-in, choose the performance and scan the customer's ticket QR code. You can also mark someone attended manually.

Question 21

Can I use my phone as a scanner?

Accepted Answer

Yes. Check-in uses your phone's camera. No extra hardware or app needed.

Question 22

Where is my Door List?

Accepted Answer

Open Audience → Door Lists and choose the performance. Search, mark attended and see who has arrived.

Question 23

Can I print or download a Door List?

Accepted Answer

Yes. Download as PDF or CSV from the Door List screen.

Question 24

Can door staff access MyEventHub?

Accepted Answer

Yes. Invite them from Team with the Door staff role. They'll only see Check-in — not finance or other admin areas.

Question 25

What are event extras?

Accepted Answer

Items you sell alongside tickets — printed programmes, drinks vouchers, digital programmes, and so on.

Question 26

How do I create an extra?

Accepted Answer

Open Settings → Add-ons and create a reusable extra for your organisation.

Question 27

How do I add an extra to an event?

Accepted Answer

Open the event, choose Add-ons and attach any extra from your catalogue. Set the price and stock per event.

Question 28

How does stock control work?

Accepted Answer

Set a stock limit on each extra. Sales stop automatically when it's reached, so you never oversell.

Question 29

How do I collect pre-ordered programmes or other extras?

Accepted Answer

Open Check-in and switch to Extras. Scan the customer's collection QR code, then mark the items as collected.

Question 30

Can I provide a digital programme after the event?

Accepted Answer

Yes. Upload a digital programme PDF and it becomes available in My Tickets to customers who bought it.

Question 31

How do I issue complimentary tickets?

Accepted Answer

Open Bookings and choose Complimentary booking. Select the performance and tickets, enter the recipient's details and send the offer.

Question 32

What happens after I send a complimentary offer?

Accepted Answer

The recipient gets an email and can accept or decline in My Tickets. Tickets only become valid for entry after they're accepted.

Question 33

What happens if the recipient declines or the offer expires?

Accepted Answer

The seats are released immediately and become available for public sale.

Question 34

Can the recipient return complimentary tickets?

Accepted Answer

Yes, from My Tickets, as long as the tickets haven't been scanned. Returned seats become available for sale again.

Question 35

Can I cancel a complimentary offer?

Accepted Answer

Yes. Open the booking in Bookings and cancel the offer. The seats are released straight away.

Question 36

Do complimentary tickets count as revenue?

Accepted Answer

No. Complimentary tickets are free and don't appear in ticket revenue. Reports show them separately.

Question 37

How much does MyEventHub cost?

Accepted Answer

There's no subscription and no commission on ticket sales. Customers pay a small booking fee at checkout, usually £1 per ticket.

Question 38

Does MyEventHub take commission?

Accepted Answer

No. Your organisation keeps 100% of the ticket price. The customer's booking fee supports MyEventHub and covers card processing costs on ticket sales.

Question 39

What is the booking fee?

Accepted Answer

A small fee added to each ticket at checkout, usually £1. Customers pay it, not organisers.

Question 40

Who pays card processing costs?

Accepted Answer

For tickets, MyEventHub covers them from the booking fee. For extras, the sale price paid to your organisation is reduced by the card processing cost on that extra.

Question 41

How do I receive my money?

Accepted Answer

Payments go directly to your organisation's connected Stripe account, on Stripe's normal payout schedule.

Question 42

Where can I see my sales?

Accepted Answer

Open Finance in the admin area for ticket sales, add-on sales, refunds and payouts.

Question 43

What can I see in Reports?

Accepted Answer

How your events are performing — ticket sales, occupancy, add-on sales and complimentary ticket activity.

Question 44

What's the difference between Finance and Reports?

Accepted Answer

Finance is about the money — sales, refunds and payouts. Reports is about the events — how they're selling and how they're performing.

Question 45

Can I see ticket and add-on sales separately?

Accepted Answer

Yes. Reports splits ticket sales, add-on sales and refunds into separate figures.

Question 46

Can I download reports?

Accepted Answer

Yes. Reports and Door Lists can be downloaded as CSV or PDF from the relevant screen.

Question 47

What is the People section?

Accepted Answer

A list of everyone who has booked with your organisation, with their booking history and attendance in one place.

Question 48

Who can see customer contact details?

Accepted Answer

Only members of your organisation with the right role, and only for your organisation's events.

Question 49

How do I add people to my organisation?

Accepted Answer

Open Team, invite them by email and choose their role. They're added once they accept.

Question 50

What can each role do?

Accepted Answer

Owners and event managers can create and manage events, bookings and finance. Door staff can only use Check-in. Full role list is on the Team page.

Question 51

What should I do if I need help?

Accepted Answer

Email hello@myeventhub.co.uk with your organisation name, the event affected and a short description of the problem.

Organiser help

Getting started

Creating events

Selling tickets

Managing bookings

Check-in & Door Lists

Event extras

Complimentary tickets

Money & payments

Reports

Audience

Team & access

Support