Help
Answers for people buying tickets and for people selling them.
Ask MOO answers from MOO’s own help. Questions about a particular event go to its organiser; MOO can’t see or change your bookings from here.
I bought tickets
Your tickets are in the confirmation email. Lost it? We can send your ticket links again to the address you used.
Find my ticketsQuestions about the event itself, or a refund, go to the organiser, who is named at the bottom of your ticket email.
I want to sell tickets
MOO Tickets is opening to promoters in stages. Send a short request and we’ll set up your organiser account.
Request an organiser accountI run events on MOO
Sign in to see your events, orders and payouts. In your dashboard, Help answers with your own account’s details.
Sign inA payment or ticket delivery problem, or something else for MOO? Email support@mootickets.com.
All questions
Buying tickets
Where are my tickets?
On the confirmation page you saw after paying, and in the email we sent to the address you gave at checkout.
Lost the email? “Find my tickets” sends your ticket links again to the same address. Your order page lists every ticket in the order.
I haven’t received my email
Check your spam or junk folder first, then use “Find my tickets” with the address you used at checkout. It sends your ticket links again.
If the address was mistyped, the organiser can correct it on your order and resend your tickets. If the tickets still never arrive, tell the organiser: they can see whether the email was delivered.
Can you resend my tickets?
Yes. “Find my tickets” emails your ticket links again to the address you used. The organiser can also resend them from their dashboard.
Can I transfer my ticket?
If the organiser allows it, your ticket page has a Transfer option. The new holder gets their own ticket with a new QR code, and your copy stops working.
Not every event allows transfers — it is the organiser’s choice. A group ticket leaves its group when one of its tickets is transferred.
Can I change the name on a ticket?
If the ticket is for someone else, use Transfer (when the organiser allows it): the ticket is reissued to them. For a spelling correction, contact the organiser.
Can I sell my ticket to somebody else?
MOO has no resale marketplace. If the organiser allows transfers you can transfer a ticket to someone, but any payment between you happens outside MOO, and the organiser’s terms may not allow resale.
My QR code isn’t working
Turn your screen brightness up and hold your phone still. Door staff can also find your ticket by your name or the ticket reference.
Each ticket admits once. A refunded, cancelled or transferred ticket no longer admits — after a transfer, only the new holder’s ticket works.
Can I screenshot my ticket?
Yes, a screenshot of the QR code works at the door. Keep it private: anyone with the code can use it, and it admits only once.
If the ticket is later transferred or refunded, the screenshot stops working too.
Can I print my ticket?
Yes. Open your ticket or order and use “Download PDF” or Print. A printed ticket works at the door like the one on your phone.
Do I need an account?
No. You buy with just an email address; your tickets are links sent to that address and work without signing in.
My checkout expired
Your tickets were held for the time shown at checkout. When it ran out they were released and nothing was charged. Start again from the event page if tickets are still available.
Who do I contact about the event?
The organiser. Their name and contact details are on the event page and in your ticket email.
Selling tickets
How do I add ticket types?
Open the event → Tickets → Add ticket type. Each type has its own name, price, quantity and sales dates.
Can I offer free tickets?
Yes — set the price to 0. Free tickets use no credits and carry no MOO fee.
Can I create early bird tickets?
Yes. Add a ticket type named, say, “Early bird” with a lower price and a sales end date or a small quantity; when it ends or sells out, buyers see the next type.
Can I limit ticket quantity?
Yes: each ticket type has its own quantity, the event can have an overall capacity, and each type can set a minimum and maximum per order.
Can I use access codes?
Yes. A ticket type with an access code is unlocked on the event page by entering the code — useful for presales, members and guest lists.
How do I edit a customer email?
Orders → open the order → Correct email. The tickets are sent to the new address and the old links stop working.
How do I transfer a ticket?
Orders → open the order → Transfer a ticket. The new holder gets their own ticket and QR code; the old one stops working. Buyers can transfer from their ticket page if you allow transfers.
Why does my event say sales are paused?
New paid sales stop when something needs attention — for example your payment account, your plan, or your organisation’s status. Tickets already sold and scanning are never affected.
Payments
My payment failed
Nothing is taken when a payment fails. Your tickets stay held while the checkout timer runs, so you can try again with the same card, another card, or Apple Pay or Google Pay where your device offers them.
Your bank decides whether to approve a payment. If it keeps failing, your bank can tell you why — MOO and the organiser cannot see the reason beyond what the payment provider reports.
I don’t know whether I paid
If you reached the confirmation page or received the confirmation email, you paid and your tickets are valid. If not, use “Find my tickets”: any completed order’s tickets are sent to that address.
A payment that did not complete is not taken. If your bank shows a charge but no tickets arrive, see “I was charged but don’t have tickets”.
I was charged but don’t have tickets
First use “Find my tickets” with the address you used — the tickets may simply be in another inbox. If there are none, contact MOO Support with the date, amount and the last four digits of the card.
Occasionally a payment arrives for an order that can no longer be completed — for example when the last tickets went at the same moment. MOO then refunds that payment automatically and it is not a ticket. A refund usually reaches your account within 5–10 working days, depending on your bank.
Why is there a booking fee?
Some organisers pass a booking fee on to buyers. Prices before checkout already include it, and checkout shows it as its own line.
Whether a fee is passed on, and how much, is the organiser’s choice.
What card types do you accept?
Most debit and credit cards, through Stripe, MOO’s payment provider. The card form shows which card it recognises as you type.
Can I use Apple Pay?
Where your device and browser support it, an Apple Pay button appears above the card form at checkout. You can always pay by card.
Can I use Google Pay?
Where your device and browser support it, a Google Pay button appears above the card form at checkout. You can always pay by card.
Is payment secure?
Yes. Card details go straight to Stripe, MOO’s payment provider, over an encrypted connection. MOO never sees or stores your full card number.
Who do I contact about my payment?
For refunds, contact the organiser. For a technical payment problem — charged with no tickets, or checkout not working — contact MOO Support.
How do booking fees work?
Set a booking fee (a fixed amount, a percentage, or both) and choose whether buyers pay it or you absorb it. A fee passed on is included in every price shown before checkout, and itemised at checkout.
UK rules on drip pricing mean headline prices must include fees buyers have to pay. A default fee is copied into new events; changing it never re-prices existing events or orders.
Where does my ticket money go?
Straight to your own Stripe account: buyers pay you directly, and Stripe pays out to your bank on your Stripe payout schedule.
How do I connect Stripe?
Settings → Payments → Connect. You create or sign in to your own Stripe account; MOO checks with Stripe that it can take payments.
Why is Stripe not connected?
Usually Stripe still needs something from you — details, a document or bank information. Settings → Payments shows what Stripe is asking for.
Only Stripe’s own status counts: coming back from Stripe’s pages does not make an account ready until Stripe says it is.
Events
Do I need identification?
That depends on the event and the venue. Any age restriction is on the event page; ask the organiser if you are unsure what ID to bring.
Can children attend?
If the organiser set an age restriction it is on the event page and your ticket. Otherwise, ask the organiser.
Is the event accessible?
Access information is on the event page when the organiser has added it. For anything else, ask the organiser before the event.
Can a carer attend?
Companion or carer tickets are the organiser’s decision. Check the event page’s access information, or ask the organiser.
Where is the venue?
The venue and its address are on the event page under “Good to know”, with a link to open it in maps, and in your ticket email.
What time are doors?
When the organiser has set a doors time, it is on the event page and on your ticket. The times shown are always in the event’s own time zone.
What time does the event finish?
If the organiser set an end time it is on the event page. Otherwise, ask the organiser.
Can I buy at the door?
Online sales close at the event’s end time, or four hours after it starts. Whether tickets are also sold at the door is up to the organiser.
The event was cancelled
Tickets for a cancelled event no longer admit. Refunds are made by the organiser — they usually email ticket holders about what happens next.
Cancelling an event does not refund orders automatically; the organiser refunds them. A refund goes back to the card you paid with.
The event date changed
The event page always shows the current date and time. Your tickets stay yours; if you can’t make the new date, ask the organiser about a refund.
How do I create an event?
Events → Create event. One screen takes the name, artwork, venue, date and time, ticket price and capacity, then Publish event.
Everything else — tagline, FAQ, refund policy, terms, more ticket types — waits under Advanced options or in the event’s editor afterwards.
How do I publish an event?
Open the event and use Publish. MOO lists anything still missing first — a date, a venue, a ticket type, and for paid tickets a ready payment account.
How do I make an event private?
Set it to Private: it sells only through its private link, and never appears on your box office or in discovery.
The private link can be rotated if it is shared too widely; the old link then stops working.
Why can’t I publish my event?
The event’s page lists exactly what is missing — for example a date, a venue, a ticket type, a ready payment account, accepted terms or two-step sign-in. Ask MOO in the dashboard reads your event’s real reasons.
How do I change the time zone?
Your organisation’s default is in Settings → Organisation & branding; each event has its own under Date & venue → Time zone. Event times are always shown in the event’s time zone.
How do I add questions and answers to my event?
In the event’s editor → Event page → Questions and answers. Suggested questions for your event’s category can be added with one click; you write every answer.
Refunds
Can I get a refund?
Refunds are decided by the event’s organiser. Their refund policy is on the event page; ask them using the contact details there or in your ticket email.
When an organiser refunds you, the money goes back to the card you paid with and the refunded tickets stop working.
How long will a refund take?
Once the organiser has refunded you, it usually reaches your account within 5–10 working days, depending on your bank.
The refund goes to the card you paid with. We email you when a refund is made. If it is longer than 10 working days, your bank can trace it.
I accidentally bought twice
Each completed order is a real purchase. Contact the organiser with both order references: refunds are theirs to make.
What happens after a refund?
The buyer’s money goes back to their card from your payment account, and refunded tickets stop admitting. If a credit covered a ticket that is fully refunded and cancelled, the credit comes back to you.
How do refunds work?
Orders → open the order → Refund. Choose the tickets, give a reason, and confirm. The money goes back to the buyer’s card from your payment account and those tickets stop working.
Large refunds ask for your two-step sign-in code. A refund the provider has not answered yet stays pending until it does — it is never marked failed by guesswork.
Scanning
What can door staff see?
Door staff can scan tickets and search the door list for the events they can access. They see a ticket holder’s name, ticket type and reference — not payments or other buyer details.
How do I scan tickets?
Open Check-in on any phone and choose the event: the camera reads QR codes. Green admits; red shows why not.
What does ALREADY USED mean?
That ticket has already been scanned in, and the scanner shows when. Each ticket admits once.
What does REFUNDED mean at the door?
The ticket was refunded, so it no longer admits. The buyer can see the refund on their order page.
Can more than one phone scan tickets?
Yes. Any number of phones can scan the same event; the server admits each ticket once, so two phones can never let the same ticket in twice.
Does scanning work on mobile?
Yes — Check-in runs in your phone’s browser using its camera. It needs an internet connection: the server decides every admission.
There are no offline admissions: if the connection drops, door staff can search the door list once it is back.
Marketing & tracking
How can I customise my box office?
Settings → Box office: a hero (your image or colour), a short headline, a featured event and optional figures. Your logo, colours, fonts and links are in Organisation & branding.
How do I upload my logo?
Settings → Organisation & branding → Logo. PNG, JPEG or WebP, at least 200 × 200 pixels.
How do I change my colours?
Settings → Organisation & branding → Primary colour. MOO checks it is readable on buttons; a colour that is too light or mid-tone is refused so buyers can always read the button.
How do I feature an event?
Settings → Box office → Featured event. It appears first and larger. If it stops being live, your box office features the next event on sale.
Can I use my own domain?
Not yet. Your box office lives at MOO’s address (/o/your-name), and you can link to it from your own website or embed your events with the website embed.
How does Meta tracking work?
Add your Pixel ID and Conversions API token in Settings → Meta tracking. MOO then sends ViewContent, InitiateCheckout and Purchase to Meta — only for buyers who allow advertising cookies.
Purchase is sent from MOO’s server once a payment is confirmed, never from the browser. A buyer who chooses “Only necessary” sends nothing to Meta.
What is Meta CAPI?
The Conversions API: MOO sends events to Meta from its server, so sales are counted even when a browser blocks the Pixel. Consent still applies — server-side never means without consent.
How does MOO avoid duplicate conversions?
When the browser and the server both send an event, they share one event ID, so Meta counts it once. Purchase is sent once per order, from the server only.
How do I add my Pixel?
Settings → Meta tracking → paste your Pixel ID (and your Conversions API token). MOO checks the format; the token is stored sealed and never shown again.
How do I see which ad sold a ticket?
Reporting shows sales by source: each order keeps the campaign link that brought the buyer (UTM tags, Meta and Google click IDs).
How do UTMs work?
Add utm_source, utm_medium and utm_campaign to the links you share. MOO keeps the first and the latest campaign link for each buyer, for 30 days, and every order records them.
A buyer who chooses “Only necessary” is not tracked by campaign links either.
Does MOO support Google Analytics?
MOO does not load Google Analytics or other third-party scripts on its pages. Google click IDs (gclid) on your links are kept with each order for your own reporting.
Account & security
How do I add staff?
Settings → Team → Add staff. Enter their name and email, choose a role (administrator, event manager or door staff) and which events they can work on: all events, selected events (only those; later events are not added) or selected venues (including later events there). They get an email to set their own password. Edit, resend or remove from the same page; removing signs them out everywhere at once.
How do I contact MOO support?
Use Help in your dashboard: Ask MOO answers first, and “Send this to MOO Support” sends a summary you review before it goes.
How do I report a bug?
Help → “Send this to MOO Support”, describe what happened and include the error reference if a page showed one.
How do I secure my account?
Turn on two-step sign-in, use a password you use nowhere else, and give each team member only the role they need.
How do I enable two-factor authentication?
Settings → Two-step sign-in: scan the QR code with an authenticator app, enter the code, and keep your recovery codes somewhere safe.
Owners who take payments through their own Stripe account must use it, and some actions — large refunds, payment changes — ask for a fresh code.
Plans & credits
How much does MOO cost?
The current plans and fees are on the Pricing page. Free tickets are free.
What are credits?
Prepaid MOO credits: one credit covers the MOO fee for one paid ticket. On MOO Pay as you go, an order your credits cover in full pays no MOO fee.
Credits cover a whole order or none of it — never part of one — so an order either uses credits or pays the per-ticket fee, never both.
How do I buy credits?
Settings → Plan & credits → choose a pack and ask for an invoice (the account owner can do this). The credits are added when MOO marks the invoice paid.
Do credits expire?
Yes, 12 months after they are added. The credits that expire first are used first, and Plan & credits shows when each batch expires.
What happens when I run out of credits?
On MOO Pay as you go, an order your credits cannot cover in full simply pays the normal per-ticket MOO fee. Sales never stop because credits ran out on that plan.
On a plan metered by credits, new paid sales pause until credits are added; tickets already sold, and scanning, are never affected.
API & integrations
How do API keys work?
Settings → Integrations → API keys. Choose what the key may read (events, orders, customers, reports); the key is shown once, so store it safely. Keys are rate limited.
The v1 API is read-only today. Every error carries a request ID you can quote to support.
How do webhooks work?
Settings → Integrations → Webhooks: give an https address and choose the events. MOO signs every delivery, retries failures, keeps a delivery log, and lets you send a failed one again.
How do I revoke an API key?
Settings → Integrations → API keys → Revoke. It stops working at once. Rotate instead if you want a new secret with the same name and scopes.
International & currencies
Why am I seeing a different currency?
Each event is priced in the currency its organiser chose (pounds, euros or US dollars), and you pay in that currency. MOO does not convert prices.
If your card is in another currency, your bank converts the amount and may charge a fee for it.
Can I see the event page in my language?
Event pages, checkout, tickets and ticket emails are available in ten languages: they follow your browser, and the language menu at the foot of the page changes it.
The organiser’s own words (event description, FAQs, terms) are shown as they wrote them. Legal documents are in English.
What currencies does MOO support?
You can sell in pounds (GBP), euros (EUR) or US dollars (USD). Each event has one currency, and buyers pay in it.
Can I sell outside the UK?
Free events, yes. Paid events can be published only where MOO is enabled — the UK today. Settings → Tax shows each of your venues’ countries and whether paid events are available there.
MOO enables a country only after reviewing it. Knowing a currency or a language never enables one.
How are taxes handled?
MOO does not calculate tax on your tickets: your prices must already include any tax you owe. MOO’s own fee has UK VAT added. Your accountant or tax adviser can confirm your position.
Settings → Tax records your declared tax position; MOO does not verify tax IDs yet. This is not tax advice.
Does MOO calculate VAT?
Not on tickets — any VAT on your ticket prices is yours to include and account for. MOO adds UK VAT to its own fee only.
How do languages work?
Buyer pages — event page, checkout, tickets and ticket emails — appear in the buyer’s language (ten languages). Your own words are shown as you wrote them. The dashboard is in English.
MOO’s translations were machine-assisted and are being reviewed by native speakers. Legal documents stay in English.
Answers reviewed against the product on 2026-10-07. Legal documents and this Help Centre are in English.