Maybe I’m weird, but I love being on Tito support duty.
Part of that is down to the fact that we have a lot of really lovely customers who I enjoy interacting with (some of whom have been with us right from the start).
But mostly it’s because, when someone comes to us with a problem or question, we can usually offer a solution or at least a suggested workaround to make their day a little easier. It’s super satisfying.
As we work on putting the finishing touches on Dashboard (the highly anticipated new version of Tito), I’ve been working on updating and filling in the gaps in our help documentation. So now feels like a good time to share the most common queries we hear, and provide some quick and easy answers.
1. How do I duplicate an event and what gets duplicated?
This is a pretty common question our Tito support team sees. Duplicating an event saves you a lot of set up time, and it’s really easy to do. If you’re using the current version of Tito, open up the event you want to duplicate and head to Customize > Basics. There’s a blue duplicate button at the top. If you’re using a preview of Dashboard, click on Create A New Event on the homescreen, and you’ll be prompted to either create a new event from scratch or choose to duplicate an existing event.
When you duplicate an event, you’re essentially copying everything about the event, (details, ticket types, connected payment gateways, etc.) except any orders or attendees. So if you run a lot of similar events, it’s a good idea to create a basic event template with all the settings you need, and then duplicate it each time.
2. Why can’t I publish my event?
First off, you should make sure you’ve at least either added some tickets (or enabled the Register Interest form) and attached a payment gateway (unless all your tickets are free).
When you use Stripe as your payment gateway, we’re able to take our Tito fee at the time of transaction via the integration. But for other payment processors including PayPal, this is not currently possible.
So for events that accept other payments we also ask organisers to add a credit card on file so that we can charge it for Tito fees on any orders completed using payment gateways other than Stripe. We do it by showing you this message on the event dashboard:
Click on the “add payment card” button to proceed. Once you’ve added a card to file, you’ll be able to publish your event.
3. How can I pass on booking fees to attendees?
By design, Tito doesn’t have an option for passing booking fees on to customers. We wrote a post a few years back explaining our reasons for this. In short, we think it makes for a bad user experience and we value transparency. The price the attendee sees is the price they pay, with no sudden surprises.
So instead, we’d suggest factoring in the booking fees to your final ticket price. You can then add descriptions to tickets, explaining that this price is inclusive of fees, if you wish.
4. How can I find my Tito invoices?
If you’re logged in to Tito, you can head to https://billing.tito.io/ to see a list of all your invoices, with links next to each to download the PDF and see all linked payments and associated fees.
5. How can I benefit from Tito’s charity/non-profit rates?
Tito’s standard fee is 3% per ticket, capped at €25 per ticket. Free events are free on Tito. For events run at cost by registered charities and non-profits, we offer a discounted rate of 1% per ticket. And for events where 100% of ticket income goes to a registered charity (i.e. fundraiser events), we’ll waive our fee completely. In all cases you need to apply for a discounted rate by completing this short form before you start selling tickets.
Tito works with several different payment gateways including Stripe and PayPal. They charge a separate payment processing fee (more details here).
6. Why can’t I see my bookings?
Started receiving emails saying that people are registering for your event, but can’t see them in Tito yet? There’s a good chance you have Test Mode enabled!
If so, live transactions won’t show up in this view, just as test transactions don’t show up in the live view. You can control your settings under Customize > Test Mode.
If you’re in live mode but certain orders aren’t showing, check to see if you have any filters applied (using the filter option in the search bar).
If neither of the above help, drop us the Tito support team a line at email@example.com and we’ll take a look.
7. How do I add times to my event?
It’s a little bit hidden at the moment (we’re working on changing that in Dashboard!), so we’ve heard this a few times from customers reaching out to Tito support. However, you can set the start and end times using Activities. It’s a sometimes misunderstood feature so I made a video tutorial to help clear things up:
8. Why are my tickets locked?
Usually, tickets become locked if people have added all the available tickets to their basket but not yet completed their order. Ticket locking kicks in to ensure you don’t accidentally oversell your tickets and go over capacity.
Customers have 15 minutes to complete their registration and if they don’t do it within the allocated time, the tickets will become available again. You can read more about locked tickets here.
If you’re concerned that your tickets have been locked for a while, drop us a line at firstname.lastname@example.org.
9. How can I remind attendees to complete their tickets?
The flow in Tito is a little different to what you might be used to. We’ve always asked for minimal information up front, because we believe this makes for a better user experience.
Of course, as an event organiser you may wish to add your own custom questions. Attendees will be prompted to fill these out right after purchasing and assigning their ticket, and most of them do it right away. But some won’t, either because they don’t have time or they don’t have the correct information to hand.
This means that sometimes you’ll want to send reminder emails to people who have not yet completed their ticket. You can do this using our Messages feature (contact email@example.com to enable it, if you haven’t already).
To send reminder emails, you simply need to select ticketholders and then check the box to filter your recipients to those who have not yet completed a ticket (including the person who placed the order if they didn’t fill in an email address).
10. When do I receive my funds?
Your funds are sent directly to you by your chosen payment gateway and this means we can never hold or delay your money.
The exact time it takes to reach you depends on the payment gateway.
Stripe will transfer your funds to you on a rolling basis in as little as 2 days in the US (except businesses in higher-risk industries) and Australia, increasing to 7 days for all other countries except Japan, where they are made weekly. Note: there will usually be a 7 to 10 day delay in the first payment made with Stripe. For more information see https://stripe.com/docs/payouts.
If you’re using PayPal, funds received from ticket sales show in your PayPal account immediately. It will then take a few days to transfer these funds to your bank account depending on your region. For more information see https://paypal.com
I hope you found this post useful! If you have any queries about the above or anything else in Tito, drop the Tito support team a line at firstname.lastname@example.org and we’ll get back to you as quickly as we can.
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