Do you have a question about EVENTIM.Light?

Do you have a question concerning EVENTIM.Light? Here is where you'll find frequently-asked questions and our answers

Didn't find the right answer? Please use our contact form.

Registration

How quickly will my events be on sale?

After submitting your registration, our sales team will process your request ASAP. In the meantime, please ensure you have added your bank details to your account for swift event settlement. As soon as you receive confirmation of your registration from us, you can publish your events for sale.

How can I change my bank details?

Changes to your address or bank details should be sent via the contact form to our support team.

How can account details be changed?

Changes to your address or bank details should be sent via the contact form to our support team.

Which data still needs to be added?

You can add and save your bank details in the "My Profile" section. To do this, click on your user name in the menu or directly on "My Profile". Here you will find the data for your registration request and the input form for your bank details.etails.

Create Events

When are the tickets available in the local ticket outlets?

As soon as you have published the event and enabled the EVENTIM network option, the tickets will also be available at the local ticket outlets after a brief update period.

How can different ticket types be defined?

In addition to the "Full price", you can also add other ticket types and their individual designation for discounts in the section "Prices". You can either use the pre-defined names or enter your own. Up to ten ticket types are available. Further information regarding the different ticket types can be entered in the sales info.

For each ticket type you can individually set up a maximum number of available tickets or define a limited sales period.

Can I define different ticket areas within one location?

If your venue has several areas, you can define different ticket areas such as VIP area, standing room or wheelchair users. If the accompanying person of a wheelchair user is included in the ticket price, please name the ticket area accordingly and include a note in the sales info. You can either use our predefined names or enter your own.

How do I publish an event?

After you have completed all of the event details, simply click on 'Publish' and check all information to make sure that everything is correct. Should you need to change anything, you can simply return to “Edit the event”. 

Click on “Publish” to start selling your event. 

Which image formats are the most suitable?

Create an image for each event which you upload as a png or jpg file, ideally in the 16:9 format. The largest image size supported is 1920 x 1080 pixels

What do I need to be aware of when uploading images?

When uploading your image material to www.eventim-light.com/se, please ensure that you unequivocally hold the required rights for the intended purpose of the image (e.g. through a contractual agreement with the relevant rights holder). You will be prompted to confirm this when uploading an image. 

How does price calculation work?

The basic prices you define form the basis of the ticket fees and settlement after the event. Enter the basic prices and the sales prices are calculated completely automatically. Sales tax: Please select the sales tax defined for your event. This does not have any effect on the price calculation of the individual tickets.

How do I add a new venue?

Adding a new venue couldn't be easier! First check whether your venue is already available in the list. To do this, simply enter the name or city into the search box and the results will be displayed.
Can't find your venue? Then click "Create new venue" and enter the desired address.
Please note: You can't change the location once your event has been published. 

Which data must be stored in the event information area?

In the first step of creating an event, you define the framework data and description of your event. Event title: In addition to the title, you can also use the header and subtitle for further information such as the program title, presenters, etc.

To make the initial creation easy for recurring events, you can use images and text data from your event series.

I have created my event, but what data do you still need?

In order to settle your ticket monies, we will need you banking details. You can add and save your bank details in the ‘My Profile’ section. To do this, click on your user name in the menu or directly on ‘My Profile’. Here you will find the data for your registration request and information needed for settlement. Your information is securely stored at all times. 

Can I create a seat map?

Yes, with our seat map editor you can create your own seating plan. You can offer your customers to choose a seat in the seating plan or to benefit from the best seat booking option. Simply activate the seat map toggle in the section ‘Venue’.

How simple is adding a venue?

First check whether your venue is already available in the list. To do this, simply enter the name or city into the search box and display the results. Can't find your venue? Then click "Create new venue" and enter the desired address.

Please note: You can't change the location once your event has been published. Moreover, events that take place outside of Sweden cannot be activated in the EVENTIM network. For more information, please contact our support team through our contact form.

Which data must be stored in the ticket information area?

In the second step of the event creation process, define the designation, the price and number of tickets.

Ticket area: Choose from a list of suggestions the designation for the ticket. In addition to the "Full price", you can also add other ticket types and their individual designation for discounts. Up to ten ticket types are available.

Number of tickets: You define the number of tickets available for sale for each area. You can set up to 1,900 tickets for sale per event.

Sell Events

What do I need to be aware of when specifying rights of use?

When uploading your image material to www.eventim-light.com/se, tell us the full name of the copyright owner (photographer, designer, etc.). Please ensure that you unequivocally hold the required rights for the intended purpose (e.g. through a contractual agreement with the relevant rights holder).

What sales channels are available?

In addition to the ticket shop, you can also take advantage of the selling power of the Eventim network, which includes the online and call center sales. Through our box office module, you also have the option to sell through a box office on the night of the event or use your office as reservation office.

How can sales be started?

If you have provided all of the information about the event and tickets, you can use the "Publish" button to start sales via your online shop. If the Eventim network is enabled simultaneously, the event will also be available to outlets after a brief update period. Processing by our support team therefore takes place in real time, so that your event can also be booked on eventim.se.

When will tickets be available by the Eventim network?

As soon as you have published the event and enabled the Eventim network option, the tickets will be approved by our e-commerce team once a (quick) validation check has been passed. 

Where can I find the Eventim logo and how can I use it?

If you sell tickets to your event via our EVENTIM network, you are allowed to use the Eventim logo on your promotion material (i.e. poster, flyer, banner ads or your website).
Please contact us directly and we will provide you with the necessary images you require. 

How can sales be stopped?

Select the relevant event from the list of "Published events" and open the event details page. Click the “Stop sales” button at the top right, choose “Cancel event” and confirm.

Note: This status cannot be undone.

Edit Events

How can customers of local ticket offices return their tickets in case of a cancellation?

Unfortunately, we can't contact them because we don't have any of their contact information. These customers should contact the EVENTIM customer service via telephone of e-mail.

How can I change my event to a different venue?

To change your event to a different location, please proceed the following steps:

  1. Set the status of the event to "Pause sales" via the Button "Stop sales" so that no further tickets can be sold.
  2. Add a hint like „Location changed to XXX“ to the event title
  3. Add another hint to your sales not „Attention, the location of this event was changed to XXX. All tickets remain valid“.
  4. Please create a new event in the new location and publish that.
  5. Contact us via email to <link>operations@eventim-light.de to let us know about the change. Afterwards we will inform your customers.

Please note: We can not contact customers who bought their tickets at a box office to inform them.

How can I move my event to another date?

To move your event to another date, select the appropriate event from the "Published Events" list and open the event details page. Click the "Edit event" button at the top right, and simply change the date of the event in the 'Schedule' area. 

In addition, please add a message to your sales note: * PLEASE NOTE, THIS EVENT WAS MOVED TO ANOTHER DATE (XX.XX.XXXX). ALL SOLD TICKETS REMAIN VALID. * 

After saving the changes, we will inform all customers that can be reached about the changes or inform you on how you can communicate it to your customers. 

How can information be changed after an event has been published?

Select the relevant event from the list of "Published events" and open the event details page. Clicking the "Edit" button at the top right shows first of all the event information and then clicking "Save and continue" shows the ticket information. Changes are possible, however they do not apply to tickets that have already been sold. This should especially be taken into consideration when making subsequent price changes.

How can the number of tickets on sale be changed?

Select the relevant event from the list of "Published events" and open the event details page. Click on the drop-down list for the "Edit event" button at the top right and select "Edit prices". On the "Ticket information" page, you can change the number of tickets for each area / ticket type as applicable.

How can I change my event to a different venue?

To change your event to a different location, please proceed with the following steps:

  1. Set the status of the event to "Pause sales" via the Button "Stop sales" so that no further tickets can be sold.
  2. Add a hint like „Location changed to XXX“ to the event title
  3. Add another hint to your sales “Attention, the location of this event was changed to XXX. All tickets remain valid”.
  4. Please create a new event in the new location and publish that.
  5. Contact us via email at support[at]eventim[dot]se to let us know about the change. Afterwards, we will inform your customers.

Please note: We cannot contact customers who bought their tickets at a box office to inform them.

What do I need to be aware of if an event is cancelled?

If your event cannot go ahead and has to be cancelled, please stop sales for this event immediately. Select the affected event from the list of "Published events", open the event details page, click on "Stop sales" in the upper right corner and select the status "Cancel event". 

Once this status changes, any shop tickets already sold will be cancelled, customers will be informed or we will inform you on how you can communicate it to your customers (except those, who bought tickets at a local ticket booth) and the customer refunds will be refunded by our support team. 

Ticketshop

Can I also create a question for certain events only?

Yes, it is possible to create an event-related question when you set up the event. This feature can be used, for example, to ask your customers about special menu requests. If you would like to use this feature, please email us at support[at]eventim[dot]se and our team will activate it for you.

Will the order-related question be visible on eventim.se?

No, the question will only be visible in your own ticket shop.

What is the order-related question?

You can create a question in your ticket shop to ask your customers for further information, for example “How did you hear about us?”. You can provide a free text field for the answer or use the multiple-choice option. This question will be shown in the check-out of all events that are published in your own ticket shop.

Who can my customers contact if they have questions about their order?

For enquiries about order and payment processing, your customers can contact our support team via the contact form in the online shop.

Which payment types are available?

Your customers can pay via card (Visa, Mastercard).

Which types of delivery are available in the online shop?

Once a customer has purchased their tickets, they will receive a print@home ticket as a PDF file via e-mail or also directly for downloading as a print@home ticket as a PDF or Apple Wallet on the order confirmation page.

How is the online shop integrated into your website?

After publishing your event, you can integrate the ticket shop directly into your website via iFrame or simply post a link to your ticket shop. In your EVENTIM.Light account under “Shop” and “shop integration” you will find the link as well as the HTML code for the iFrame integration. All new events will be automatically added to your shop.

Under “Shop design” you can also change the style of your ticket shop and adapt it to your individual brand.

Event Settlement

Who should I contact if I have queries about settlement?

If you have any queries about settlement and pay-outs, our support team will be happy to help. Simply send us your enquiry and event details via the contact form.

Where can I download the settlement?

You can download the report on the event page by clicking the button "Download settlement".

When will my event be settled and paid out?

Held events are calculated and settled by Eventim within 2-10 working days after the event date.

  1. Ticket revenue is paid to the organizer when the accounts are closed and are limited to the actual payments made by ticket buyers or debited by the ticket offices. Eventim issues actual bank statements in connection with this
  2. Once the revenue has been collected, Eventim first deducts the fees to which Billetlugen is entitled in accordance with the applicable price list, and the remaining amount is transferred to the organizer. The ticket fee must be paid when the ticket is booked. Eventim also has the right to settle any other amounts that the organizer owes in the remaining amount. 
     
  3. Cancelled or postponed events are not included in this and will only be billed once any cancellation claims on the part of ticket buyers have been resolved. 
What happens after the event?

Once your event has finished, you will need to give us your approval to start the settlement process. To do this, choose the relevant event from the list of "Expired events", open the event details page and set the status to "Finished".
When the event is finished, no further bookings, and in particular cancellations, are possible and our finance team will be able to issue you your settlement. 

Event Series

How can I change the venue of an event within a series?

To change the venue for a series with a recurring location, please follow these steps:

  1. Click on the button "Stop sales" within the series, so that no further tickets can be sold.

  2. Add an info like “Location changed to XXX” to the series title.

  3. Add another info to your sales info “Attention, the location of this event was changed to XXX. All sold tickets remain valid!

  4. Please create a new event series with the new location and publish it.

  5. Please send us an email to support[at]eventim[dot]se to let us know about the change. Afterwards we will inform your customers.

Please note: We cannot contact customers who bought their tickets at a box office.

Where can I set up the location for an event series?

Where can I set up the location for an event series?

If all events take place in the same location, please choose ‘Events recurring in the same location’ in the section “Type of series”. This way your chosen location will be applied to all events of the series.

If the events take place in varying locations, select ‘Series with different locations’. Now you can add a different location to each event individually.

Which events should be created in an event series?

Basically, this feature helps you to organize recurring events that take place on different dates. You only need to fill in the event details once and can apply them to all event dates.

What is an event series?

You can use an event series if you plan on having an identical event on different dates. This way you can automatically apply certain data to each of the event dates without any manual tasks.

Admission via Scan App

When can I start synchronizing the ticket data?

The synchronization can only be done within 12 hours before the event starts. To make sure that the process will succeed, please connect your mobile device to a WiFi

If you prefer to scan offline, please make sure you do not synchronize before the ticket sales are finished.

Is it possible to scan offline?

Sure, there is no need to have an internet connection while scanning. But please note, that it’s necessary to be online within the configuration process.

Please note: If you are scanning offline with more than one device, the devices won’t be able to synchronize the already scanned tickets to each other.

How does the ticket validation process work?

Once you have configured the Scan-App and synchronized the ticket data (barcodes), you have to scan every customer’s ticket at the entrance in order to validate their entry.

While scanning the ticket, the app checks the status. If the ticket is valid, a message will appear to authorize the entry. 

How do I configure the Scan-App?

In your EVENTIM.Light account under “Admission”, you can download a PDF with QR codes for the configuration of the app as well as a step-by-step guide. Once you have downloaded the EVENTIM.Access Scan-App from the App Store or the Google Play Store, you can easily configure the app by scanning one of the recently downloaded QR codes with each device.

Attention: After the configuration succeeded, you need to synchronize the ticket data. This process can only be started within 12 hours before the event date. For downloading ticket data, your mobile device has to be connected to the internet.

Where can I download the Access Scan App?

Google Play Store (Android)

App Store (iOS)

How does access control work?

Every ticket has a unique barcode or QR-Code, that can be scanned with our free Scan-App. After scanning a ticket, there will be a pop up that shows you whether the ticket is valid or not.

When can the tickets be scanned?

After the successful configuration of the Scan-App, you are able to scan tickets 12h before and after the defined access period.

Can I print a list of all sold tickets?

Yes, you can download and print a full list of all sold tickets for a specific event to be on the safe side for managing your access.

The list includes:

  • Barcode-Number
  • Ticket-Status
  • Ticket-Area
  • Ticket-Type
  • Price
  • Sales-Channel

To find this list, open the specific event and click on "Download access data" at the bottom of the page. Afterwards please download the excel sheet and print this.