FAQ / Client

Frequently Asked Questions


How do I create a promo code?

Creating a promo code is easy! Here’s how:

  1. Log into your account
  2. Select Event Management and click Promotions
  3. Select your event and click Add
  4. Fill out necessary fields. You’re done!


What kind of equipment do you use to scan tickets?

We use the newest and most user-friendly equipment and software in the industry. We utilize a smartphone scanning app which works on both the Android and iPhone platforms and is used for our PDF and SMS QR code tickets.


How can I be sure that a ticket has already been scanned?

Our custom mobile application interacts with a single database. Once the barcode/QR code has been scanned, we void any other attempts with the same barcode/QR code in the database.


What alerts us to know if a ticket has already been scanned?

Brightly colored screens that are green when the scan is good and red when the scan identifies an issue with the ticket. For our smartphone scanners the tickets that are good will show up as green (valid) and tickets that have an issue will show up as red (invalid).


How far away can two or more scanners be from each other and still work?

We can set up an area or venue of ANY size that will enable the scanners to work together without issue. For example: fairgrounds, waterfronts or stadiums.


Is the equipment as easy to use as you make it seem?

Yes. You can download the scanning app for free and setup time is minimal. It’s easy as pressing a button to scan a ticket!


How do I create an account?

Fill out the Getting Started form or call us directly at (877) 350-7404. We can get an account set up for you.


Is it possible to give someone else access to my account?

Yes. We understand that event management is often a team process so we make it easy to add additional users to your account. Here’s how:

  1. Log into your Xorbia account
  2. Under the Administration tab, select User Logins.
  3. From there you will see the option to edit, add, and delete users.

Please note that once a user has been added, you’ll need to grant access to the user by going to Administration > Add Permissions.


Can tickets be customized?

Yes. Tickets can be customized to reflect sponsors, important event info, etc. Just send us your 790×190 image and we’ll take care of the ticket customization.


Can the event page URL be changed?

Yes. Here’s how:

  1. Log into your Xorbia account.
  2. Under the Event Management tab, select Manage Events.
  3. Click on the event hyperlink. Under the Event Information tab you’ll see a Custom URL field.
  4. Once you’ve made the change, click on Save Event at the bottom of the page.


What information can be collected from attendees?

Ticket sellers have the option to collect the following data from attendees: full name, email, phone, company, home address, city, state, zip code, gender, birthdate. You can also create as many custom questions as you’d like.

For example, if you’re selling a ticket/t-shirt combo package, you can ask the purchaser what size they want and give a range of options from a drop-down menu. You might also want to know where the ticket buyer heard about your event. In that case, you’d create a custom question with multi-select checkboxes or a fill-in-the-blank text box.


How will I receive payment from the event ticket sales?

We submit payment via ACH the Monday after the event is over. So if your event is on a Thursday, you’ll receive payment the following Monday. Typically it takes between 2-3 business days for the funds to appear in your account.

For events in their second year or more, we offer weekly payment installations with a $1,000 minimum. For example, if you’ve sold $2,300 worth of tickets we will transfer $2,000. For more information, please contact our Sales department at (877) 350-7404.


How do I view payment history?

Viewing your payment history is as easy as logging into your account, clicking on the Administration tab and selecting Event Transactions.


Do I have to handle payment processing for my ticket sales?

No. Xorbia Tickets has a built-in payment processing system.


Can we check to see how many tickets have been purchased?

Absolutely. Once your account has been set up, you’ll have access to a whole host of real-time reports that can be accessed 24 hours a day.


Can we look up a particular attendee if needed?

Again, no problem. There is quite a bit of search functionality in the Xorbia Tickets product.


Can we see how many tickets have been purchased per day?

You’ll be able to see how many tickets were purchased on any particular date, hour of the day, day of the week and more.


How do I export an attendee list?

Downloading your attendee report is fast and easy! Here’s how:

  1. Log into your Xorbia account.
  2. Under the Reporting tab, select Sales Reports.
  3. Click on the event.
  4. Under the Ticket Sale Details tab, click on the link to Export Transactions.
  5. The attendee list with all available information (name, address, ticket type, confirmation number, attendee registration questions/answers, etc.) will be exported to an Excel file that can be saved to your computer.


Can your system handle selling tickets to multiple events at the same time?

Definitely. Our system can handle selling multiple events for the same or multiple locations. Each will have their own link that you can use on your website and promotions.


How do I add images to the event page?

An event image goes a long way in increasing the visibility of your event. We strongly recommend uploading an image to your event page. Here’s how:

  1. Log into your account.
  2. Click on the Event Management tab and select Manage Events.
  3. Click the event link and select Add Event Image.
  4. Upload your 650×400 image. This is the image ticket purchasers will see on the event page.

Please note that under the Event Image you’ll see a place where you can upload a Website Marketing image. This is the image that will appear on the Xorbia homepage. If no image is uploaded, the event will not appear on our homepage (it will still be searchable, however).

If you have trouble uploading your image, please contact Xorbia Support via LiveChat, by e-mail at support@xorbiatickets.com or by phone at (877) 350-7404.


Can I set up an email alert to notify me when tickets are sold?

Yes! Here’s how to go about setting up an email alert:

  1. Log into your account.
  2. Select Reporting > Alerts.
  3. Under “Alert Type” select E-mail.
  4. Choose the frequency at which you wish to receive email notifications of your ticket sales.
  5. Enter your email address and click Add Alert.

And you’re done! If you have any questions about setting up an email alert, feel free to email support@xorbiatickets.com or give us a call at (877) 350-7404.