Support

The door has stopped working. Right now.

Do these in order. The first two work with no signal, and none of them waits on a reply from us.

• Keep scanning. Once the door link has been opened with signal, the guest list is on the phone and the scanner decides on its own without the internet. An Offline notice is not a stopped door: it says “offline, still working” for exactly this reason.
• Search the name instead. The box on the scanner screen takes a name, an email, a ticket code or the last four of the code, and checks people in by hand. That covers a dead phone, a cracked screen, and a guest who cannot find their ticket.
• Hand the door to another phone. Open the door link for the event on any phone with signal and enter the six digit door code. The new phone picks up where the old one stopped.
• Use the printed list. Event page, then Printable guest list, then PDF. (From the guest list itself the same thing is the Printable list button.) It includes guests imported from another platform. Print it before doors, every time.
• Door staff: press Get help. It is on the scanner once they have entered the door code, under If something goes wrong. It needs signal to send. It tells Vessa, and the organizer’s phone too if they have turned on alerts in Settings. The organizer’s own scanner has no such button, because the organizer is who it would be calling.

Email us

hello@vessatickets.com is the way to reach Vessa, for organizers, door staff and Scouts, and a person reads it. A night an event is running comes first, ahead of everything else in the inbox.

If the door is what has gone wrong, do not wait on a reply. Scanning and the name search keep working with no signal, and none of the steps at the top of this page waits on us.

Tell us the event name and the email on the account. If it is about one guest, the guest’s name gets us there quickest.

Bought a ticket? Ask the organizer first. They run the night and decide refunds, names and entry, so they are the one who can actually fix it. Their contact is on the event page and on your ticket, under Questions about this event. If the ticket itself is what you cannot find, Find my tickets re-sends it and Help covers the rest. A wrong charge, or a refund we owe you that has not arrived, is ours: email the address above with the email you bought with.

Getting paid

Your share is paid out to your Stripe payout account within two days of each event ending, and Stripe then pays it to the bank account you connected on its usual schedule, normally within two business days. Your first payout is also checked once by a person. Before anything can be released you need a verified Stripe account and to have accepted the current organizer agreement, under The agreement in Settings. It takes a minute, and your sales keep adding up either way. The agreement says exactly when money is held and when daily payouts begin.

If a payout has not arrived, check Money first: it says which stage each one is at, and what is holding anything back.

Tickets, refunds and transfers

Ticket holders: everything about refunds, cancellations and sending a ticket to somebody else is on the refund policy page, and refunds are the organizer’s to give. You do not need this app to use a ticket because your ticket arrives by email, and Find my tickets will send it again to the address you bought with.

Organizers: refunding an order, changing a name and comping somebody in are all yours to do, from the event’s guest list. That is deliberate: you are the one your guests can reach, and you should not have to wait on us to act.

Reporting an event or an organizer

Every event page carries a Report this event link at the bottom, and every organizer page a Report this page link. A report reaches us straight away and does not need an account. Tell us what is wrong and, if you have one, a link or a screenshot. Taking an event down stops its sales at once; cancelling it also refunds every card payment in full, service fee included.

Deleting your account

Settings, then Delete my account, inside the app. You type DELETE to confirm. It is permanent and it does not need an email to us. If you have money that has not been paid out yet, or an event that has not happened, the app will tell you which one is in the way. We will not delete an account out from under guests holding tickets to a night that has not happened.

Privacy and terms

Privacy policy · Terms · Organizer agreement · Copyright

Somebody claiming to represent Vessa

Vessa Scouts are independent people who introduce promoters to us. They are not employees and they do not speak for us. If one has told you something about Vessa that turns out not to be true, or is using our name in a way that looks wrong, tell us: hello@vessatickets.com. Say who it was and where you saw it. We keep a record of every report and what came of it.

Who we are

Vessa is made by Vessa Technologies LLC. Write to hello@vessatickets.com and a person reads it.