Event Organizer Support

You can use the Search Orders function to easily search for uploads and user information based on specific customers, events, or group orders.  Searching order details Log in to your Purplepass promoter dashboardClick the “Search Orders” tab in the top navigation bar Choose which events you would like to search for from the left-hand navigation…

Log in to your Purplepass promoter dashboardSelect “Tools” from the top navigation bar Click the “Custom Questions” icon to load the Custom Questions subsection, where all of your events with custom questions/file requests will appear Choose the event you would like to review from the “Select Events” dropdown bar. The questions included with the event…

Option #1: Viewing uploads and answers in bulk Log in to your Purplepass promoter dashboardSelect “Tools” from the top navigation bar Click the “Custom Questions” icon to load the Custom Questions subsection, where all of your events with custom questions/file requests will appear Choose the event you would like to review from the “Select Events”…

To verify that the event’s custom checkout questions are working, complete the following steps: Log in to your Purplepass promoter dashboardSelect “Events” from the top navigation bar Locate the event you want to view as a customerClick on the event’s name to trigger a preview of that eventAdd tickets to cart to view checkout process…

1. Log in to the Purplepass promoter dashboard 2. Navigate to "My Events" and select the "Map" button for the event map you want to view 3. Launch your event’s seating map 4. Click on the seat that has been sold to review the order details. If seats were sold, they will appear white with…

You can process partial refunds for general admission tickets. Here's how: Log in to the Purplepass promoter dashboardSelect “Search Orders” in the top navigation barFind the order you wish to process a partial refund for Click “Void” or "Refund"Free tickets (e.g. $0.00) will say "Void". Paid orders will say "Refund".A pop up will appear confirming…

We currently do not support partial refunds for assigned seating ticket types. We recommend having the customer place a new order for the correct ticket types. Then, contact your Purplepass client care rep or support@purplepass.com. We will process a full refund, including fees and original order price.

You can do this by going into your account under “Search Orders” Once you locate the customer’s order, you will see a “Reassign” button on their listing Click on this and it will bring up the seating map with their current seats To reassign them, you need to click on the seats they want to…

It's easy to process refunds on assigned seats from with your Purplepass promoter account. In your account, select “Search Orders” Once you locate their order, you will see a button that says “Refund” Click this and this will refund the order. A refund confirmation will be automatically emailed within 24-48 hours and funds will be…

If you want to make sure the customer has access or tickets to the latest or updated event, follow these steps: Log in to your Purplepass promoter dashboardClick “Search Orders” If you want to make sure the customer has access or tickets to the latest or updated event, use the filter tool on the left…

If you would like to notify your customers of changes related to an event and there isn’t an automatic feature available, follow these steps: Log in to your Purplepass promoter dashboardClick “Tools” at the top of the navigation bar Click the “Email Customers” icon either in the left navigation bar or in the center of…

If you want to let your customers know you have cancelled an event, follow these steps: First, you need to cancel your event:  Log in to your Purplepass promoter dashboardSelect “My Events” at the top of the navigation bar if not on that page Locate your event on the main screen and click “Edit” If…

If you would like to process a ticket refund, follow these steps: Log in to your Purplepass promoter dashboardClick the “Search Orders” tab at the top of the dashboard Use the filters to the right of the main screen to locate the order you want to refund In the “Order Actions” column, click the blue…

If you would like to mark tickets as picked up at will call, follow these steps: 1. Log in to your Purplepass promoter dashboard 2. Click the “Search Orders” tab at the top of the dashboard 3. Find the order by using the filters on the right side of the page Under the “Order Actions”…

If you want to transfer one ticket order to another event (swap events), follow these steps: Log in to your Purplepass promoter dashboardClick the “Search Orders” tab at the top of the dashboardFind the order by using the filters on the right side of the page Once the order appears on the main screen, click…

If a customer requests to cancel tickets or reserved seats for an event but has not paid for them yet, you can void them by following these steps: Log in to your Purplepass promoter dashboardClick the “Search Orders” tab at the top of the dashboard Once you have located the transaction, you can click the…

To offer customers the option to reassign seats, do the following: 1. Log in to your Purplepass promoter dashboard 2. Click the "Search Orders" tab at the top of the dashboard 3. Once you enter the necessary information into the filters and the correct order appears in the main window, click “Reassign” to the left…

To resend an email confirmation to the customer, do the following:   Log in to your Purplepass promoter dashboardClick the “Search Orders” tab at the top of the dashboard Once you enter the information into the filters on the page and the order pops up in the main window, click “Resend” located to the right of…

To get a printed copy of order details,  Log in to your Purplepass promoter dashboardClick the “Search Orders” tab at the top of the dashboard Once you’re on the order search page, enter the information regarding the orders you want to retrieve into the filters on the left Once your orders appear, you can isolate…

If you want to edit the details of an order, follow these steps: Log in to your Purplepass promoter dashboardClick the “Search Orders” tab at the top of the dashboard Once you’re on the order search page, enter the information regarding the orders you want to retrieve into the filters on the left 4. Once…

If you want individual, specific details regarding a single order, follow these steps: Log in to your Purplepass promoter dashboardClick the “Search Orders” tab at the top of the dashboard Once you’re on the order search page, enter the information regarding the orders you want to retrieve into the filters on the leftOnce your orders…

If you want to discover the many ways to sort your ticket order search results, follow these steps: Log in to your Purplepass promoter dashboardAt the top of the dashboard in the navigation bar, select “Search Orders” Use the Search option located on the left to get your list of orders to appear in the main…

If you want to leave a memo on a ticket order for reference, follow these steps: Log in to your Purplepass promoter dashboardAt the top of the dashboard in the navigation bar, select “Search Orders” Use the search tool (located on the left) to locate your order Once the order appears in the main window,…

If you want to find out if a ticket or order has been used, follow these steps: Log in to your Purplepass promoter dashboardAt the top of the dashboard in the navigation bar, select “Search Orders” Once you are on the order search page, you can enter the information to filter your search on the…

To search for particular ticket orders, follow these steps: Log in to your Purplepass promoter dashboardAt the top of the dashboard in the navigation bar, select “Search Orders” Once you are on the order search page, you can select a particular event or block of events by highlighting them. They will appear in the upper…

If you are selling tickets yourself as the promoter to a customer directly, follow these steps: Log in to the Purplepass promoter dashboardLocate the event you want to sell tickets forClick on that event. It should open in a new page for purchasing tickets. Add your purchase to cart In the section titled “Billing Info”,…

To resend guest list tickets or if you are modifying guest list entries,  Log in to the Purplepass promoter dashboardClick “Guest List” at the top of the navigation bar In the top left corner, there is a section titled “Guest List Management”. Select the event you want to create a guest list for from the…