ORGANIZER QUESTIONS

Event Details:

How do I upload a main event photo?

You upload a main event photo by clicking the box under main event photo and either dragging a photo into place or by uploading your own photo. Please note the photo must be within the recommended size of 1600px x 500px or the picture will auto adjust.

What do I do if my event is multiple days?

If your event is multiple days, you will click the "add event day" button.

What do I do if my photo does not fit the recommended size?

If your photo does not fit the recommended size, the photo will be stretched to the correct size. Therefore, the picture may be shifted to fit the correct parameters of 1600px x 500px.

Where does the content block appear?

The content blocks appear on the event page for the attendees to view.

Are content blocks required?

No, content blocks are not required. But, the three content blocks of "text," "ticket type," and "map" are presented as options as these are important pieces of information for attendees. You can delete these suggested content blocks by clicking the "x" in the top right of each content block.

Why are there different widths and locations?

There are different widths and locations to make the event page your own. When you select half page for the width of a content block, you can select which side of the page you would like this content block to appear.

Can two content blocks have the same position?

No, two content blocks can't have the same position. You select the position by choosing a number for each content block based on the order you would like them to appear on the event page.

What is the difference between stack and grid in the content block style?

The stack and grid options in the content block style are for picture positioning. The grid style displays all of the pictures at once while the stack style lets attendees scrolls through the pictures. This option allows you to make your event unique.

How do I upload pictures and videos in the content block?

You upload a picture or video by selecting the content box and either dragging a photo/video into place or by uploading your own photo/video. Please note the photo must be within the recommended size of 1600px x 500px or the picture will auto adjust.

How do I add another content block?

You can add another content block by selecting the "add content block" button at the bottom of the page.

How do I select a Start/ End Date and Time?

Select the box and choose the correct time and date for your event. Please note, if your event is one day but runs into the next day (i.e. 10:00 PM-2:00 AM) this is still considered one day).

How do I add another ticket type?

You can add an additional ticket type by selecting the "add ticket type" button at the bottom of the page.

 

Tickets:

How do I check attendees into an event?

You will first need to download the Hello Events App and sign in using the same credentials for your online account. Then, you can search for attendees and check them in manually or you can scan the QR codes on tickets.

Ticket Description

This does not show up on the actual ticket, but appears on the web for attendees to see. For example, the description may say “This ticket gets you in the door plus a t-shirt and entered into a raffle.”

 

Attendee Info:

What are the differences between collecting information from individual attendees compared to purchasers only?

If you select purchaser only, you will only receive information about the purchaser. With this option, the purchaser will receive all of the tickets and must send each attendee's ticket to their email addresses. But, if you select individual attendee, you will receive information on each attendee. With this option, tickets will be emailed to each attendee.

Do I need to add a custom question?

No, custom questions are optional. But, custom questions provide additional information. For example, a custom question may be “what is your t-shirt size” or “how did you hear about us?”

How do I add an additional custom question?

You can add an additional custom question selecting the "add custom question" button at the bottom of the page.

Why do the custom questions not show up in the export?

The custom questions will not appear in the export. But, custom question data can be retrieved by emailing support@helloevents.co or calling 888-709-5115.

Where do I find a file an attendee uploaded?

Contact the Hello Events Support team by calling 888-709-5115 or emailing support@helloevents.co.

If I do a file upload, where do I get this data?

You can access this data by calling 888-709-5115 or emailing support@helloevents.co.

 

Advanced:

Where do I find the URL?

The URL link can be found in both the organizer dashboard screen under link and under the advanced tab in the edit section.

Can I change the text in the URL extension?

Yes, you can change the last portion of the URL to match your event name.

Can I send more than one reminder email to attendees?

No, you can only send one reminder email to attendees. You will find the sample email under the advanced tab in edit events.

Can I customize the reminder email?

No, you can't customize the reminder email. You will find the sample email under the advanced tab in edit events.

Why would I want to require a password for an event?

You may want to require a password for an event if an event is private or a secret and should not be viewed by individuals outside of the attendees.

Do I need a promo code for a price break?

No, you do not need a promo code for a price break. You create promo codes and price breaks separately.

How do I add another price break? 

You can add another price break by selecting the "add price break" button at the bottom of the page. An example of a price beak would be “buy three tickets, receive the fourth ticket free” or “buy one full-access ticket and receive a general admission ticket for half price!”

How do I "publish" an event?

Your event becomes active by clicking the "Publish" button on the top right of your page. This makes your event published and ready for attendees to purchase tickets.

What is the checkout banner?

This is a message to attendees as they come to your page to purchase.

Why would I want to use the checkout banner?

The checkout banner will notify attendees about potential price breaks or also maybe notices such as early bird pricing.

 

Refunds:

How do I give a refund for a ticket?

To give a refund for a ticket, you will go to the "attendees and orders" tab and search an attendee's name. Once you find the name, click the refund button.

How many days after my event until I can collect the money?

Two days after the event is closed, the money will be calculated. If you have an ACH, the money will be deposited the next day. Otherwise, a check will be mailed the next day.

Chargeback

If for any reason an attendee charges back their ticket amount, this amount will be charged to the organizer.

 

Promo Codes:

How do I create a promo code?

As an organizer, you can create a promo code for your event by selecting the "promo code" tab and click the "create promo code" button. Then, you will enter the name, amount, number of tickets, and additional information about your promo code. You can run these across all your events or create specific promo codes for each event.

 

Comp:                                     

How do I comp a ticket?

You will comp a ticket by selecting the "create an order" button in the "attendees and orders tab." After selecting the event and inputting an individual's name, you will select comp and comp his or her ticket.

Where do I go to comp a ticket?

To comp a ticket, you will choose the "attendees and orders" tab and click the "create an order" tab on the top left of the screen.

 

Attendees and Orders:

What does create an order do?

Create an order is a feature for organizers that allows them to either buy or comp a ticket for an attendee. This button is located in the "attendees and orders" section."

How does an organizer buy a ticket for an attendee?

An organizer can buy a ticket for an attendee by selecting the "create an order" button in the "attendees and orders tab." After selecting the event and inputting an individual's name, you will select purchase.

How do I export a CSV?

Under both "attendees and orders" and the "users" tab, there is an export CSV button in the top right hand corner.

What is the CSV?

This is a spreadsheet that holds information such as the purchaser, purchaser email, date purchased, type of ticket purchased, if a coupon was used, the total paid, the fees, the attendee, and the attendee email.

How do I search for an attendee?

You can search for an attendee by choosing the "attendees and orders" tab and then typing an attendee's name in the master field or by using the filter.

 

Promoting an Event:

What is the URL?

The URL is to direct attendees to the event page where you will be selling tickets.

Can my event have a sponsor(s)?

Yes, this is at the organizer's discretion.

How do I add a sponsor?

If you would like to show sponsors, you may add a gallery content block and add images of sponsors here. 

 

Hello Events Check-In App:

Using Multiple Devices to Check-in Attendees

The best way is to go to the "user" tab in the dashboard online and create a user with check-in access only. Then, this user will only have access to check-in the event. Then, these users need to download the Hello Events App to check-in attendees.

Checking in Attendees

You will first need to download the Hello Events App and sign in using the same credentials for your online account. Then, you can search for attendees and check them in manually or you can scan the QR codes on tickets.

 

Payment and Fees:

Choosing Your Payment Gateway

You can use Hello Events, Authorize.net or your PayPal account as your payment gateway. Hello Events charges 3.99% + .99/ticket. Authorize.net charges 1.0% + .99/ticket. PayPal charges 1.0% + .99/ticket. Hello Events will send you a check after the event or you can setup ACH. Also, you may be invoiced the 1% and the ticketing fees depending on the gateway you choose. For example, if you choose to accept payments using your own PayPal account, but you choose the attendee to pay the fees, you will be collecting the 1.0% and .99/ticket that Hello Events will be invoicing you for.

How do I connect my payment gateway?

Under the financial tab, you can connect Hello Events, Authorize.net, or your PayPal account as the payment gateway. You will click the accept payments button, fill out the information required in the form, and submit the form.

Can I change my payment gateway?

Yes, you may change your payment gateway as long as you are not registered for a live event.

Choosing Who Pays Hello Events Fees

As an organizer, you can decide to pass the fees to an attendee or pay them as the organizer. This decision applies to all tickets. The fees included in this are both ticket fees and credit card processing.

 

Financial:

How do I request a report?

You can request a report by contacting Hello Events Support by either calling 888-709-5115 or emailing support@helloevents.co.

 

Reports:

Accessing Your Order Report

This report is under the "attendees and orders" tab and you can export the CSV which includes this report.

Accessing Your Attendee List

This report is under the "attendees and orders" tab and you can export the CSV which includes this report.

 

Unpublished:

Duplicate Events

If you have an event that is repeated, you can change the dates to apply to this new event. There is a "duplicate events" button found on the events home page where you can copy the information from a past event into a new event.

Sending Invites

To send invites to attendees, copy and paste the URL into an email and send to potential attendees.

Canceling/Un-Publishing an Event

We do not recommend unpublishing an event. If you need to cancel/unpublish an event, click the “Publish” button in the home screen and this will unpublish your event. ***Please note that if the event is cancelled, any tickets purchased will need to be refunded.

Payments Accepted at the Door

Currently, the way to accept payments at the door is to go to the "attendees and orders" tab and create an order for the attendee to purchase tickets at the door.