Frequently asked questions about ticketing for organisers

After you have sent and confirmed your registration, our team will take care of your request. In the meantime, please log in and add your bank details to your account so that everything is already prepared for a speedy event settlement. As soon as we have activated your account, you will receive a notification from us and can publish your events for sale.

Please send any changes to your address or bank details to our support team using the contact form.

Note: Please note that the organisation, bank account and company registration number (Y-tunnus) must match. 

You can add and save your bank details under 'My profile'. To do so, click on your user name in the navigation bar or directly on 'My profile'. There you will find the data of your registration request and the fields to enter your bank data.

Yes, you can easily create your own seatmap with our seatmap editor. Offer your ticket buyers the option to choose seats directly from the seating map or use best seat booking. Simply activate the seatmap feature in the “Venue” section when creating the event.

Go to your event overview via the menu and click on "Create event". You will be guided step by step through the entire event creation process. Pay attention to the notes in each section. They will give you valuable tips. In the first section "Event" you will also find a video tutorial in which we show you exactly how the event creation works.

We provide you with an extensive list of registered addresses. You can simply select your location from this list. If it is not yet available, add a new location. 

Please note that events must always take place in Finland.  

If your venue has more than one area, you can create different areas or price categories, e.g. general admission, VIP area or wheelchair users. If a ticket for wheelchair users also includes the accompanying person, please select 'Wheelchair user+B'. You can either select the predefined designations or enter your own. If you create a seating plan, please also assign the seats to the respective area.

In addition to the full price, you can add further price levels with individual designations. Either use our predefined descriptions or enter your own. These price variants can be used, for example, for student tickets, Early Bird tickets or discounts. Also create a separate ticket for any promotional campaigns you attach to the event. You can store up to 100 different price levels per event. 

Optionally, each price level can be offered with a limited duration (e.g. Early Bird) or a freely selectable ticket contingent.

Specify here, through which sales channels your tickets are to be sold. For instance, you may want to sell promotional campaign tickets only in your own webshop to a select audience, and have higher-priced last minute tickets on sale at the door.  You can choose between: your own ticket shop, the Lippu.fi network and your own box office.

Enter information regarding VIP tickets, reductions or accessibility in this section. Please also add if the accompanying person for a wheelchair user is included in the ticket price.

PLEASE NOTE: The text entered in this field will be shown directly to sales outlets as well as in your own lippu.light online shop. Please make sure to include all important information also in the actual event description text, so that the details are visible to your customers in the lippu.fi online shop as well.
 

When uploading images for your event, please always include the full name of the respective copyright holder (photographer, designer, etc.).

Please make sure that you have been granted the necessary rights for the intended use (e.g. through a contractual agreement with the respective rights holder).

In the Media section, upload an image for your ticket shop and for lippu.fi. The image can be square originally or you can crop it when uploading it. Allowed formats are png or jpg.

If you have set a sales start time for your event, customers will only be able to purchase tickets once the sales period has started. You can therefore safely publish the event as soon as you have created it — if ticket sales are intended to start later, this will happen automatically based on the sales start time you have set.

Please note: The event must have the status “Published” for ticket sales to begin.

If you have added a pre-sale start date to your event, customers can only buy tickets from this date. It is best to publish your event immediately after creating it so that you can take care of the rest of the organisation - ticket sales will then start automatically at the set time without you having to intervene manually.

Please note: Advance sales only start automatically for an event with the status "Published".

Once you have published your event, you can no longer make changes in the seating plan editor. You can therefore no longer add or remove seats. However, you can easily change the capacity of the general admissions area in the Price categories & ticket types section when editing your event, or release previously created seats to sale. 

Every event organiser must create their own seating plans. Once you have created a seating plan for a location, you can simply reuse it for other events.

Customers purchasing tickets through your Ticket Shop will receive their tickets immediately by email as a PDF file after completing their purchase. They can also download their tickets directly from the order confirmation page and save them to Google Wallet or Apple Wallet.

Delivery methods available in the lippu.fi online store can be found on the lippu.fi website.

For queries regarding purchase and payment processing, your customers can reach our support team. The contact information can be found on the lippu.light webshop in other online sales channels. 

First of all, you need your own Google Analytics account. Set up a new property for your lippu.light ticket shop and set up the data stream. You then only need to add your Google Measurement ID to your lippu.light account in the "Shop > Tracking" area and save it. Detailed instructions can be found in your lippu.light account under "Help".

After publication, you can either integrate the ticket shop directly into your website via iFrame or embed the link to the ticket shop on your page. In the menu item Shop you will find the link to your ticket shop as well as the HTML code for the iFrame integration in the tab Shop integration. All new events are automatically added to your shop.

In the Shop Style tab, you can also customize the design of the ticket shop to suit your brand.

In your own lippu.light webshop, your customers can currently pay via Finnish Bank transfer, MobilePay and credit / debit cards. Check your webshop for the options. 

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.

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

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 contact us, our team will activate it for you.

An event series is a convenient feature when you are organizing the same event on multiple days, such as a summer theatre production. You can also use an event series when creating a season’s games for a sports team or putting different Stand Up Club performances on sale.

With this feature, you only need to enter certain information once, and it will automatically be applied to every event in the series without the need to manually copy the details. You can also edit individual events within the event series.

Generally, this function facilitates ticketing for any event with recurring content. You only have to set up this content once and can then automatically transfer it to your individual event dates.

If all events of a series take place in the same location, please select 'Events recurring at the same location' under 'Type of series' when creating the series. In this way, you define the location in the event series once and it will then be used for all events in the series.

For different locations, select the option 'Series with different locations'. This way you can specify a different location for each individual event.

In addition, you can also select 'Online events' as an option under 'Type of series' if all events in the series take place exclusively digitally.

If you want to change the venue of an individual event within an event series, you need to change the venue separately for each event, meaning this cannot be done in bulk. Follow these steps:

1. Find the event series and click the name of the individual event. Select Edit.
2. Go to the Venue section and select Start the location process.
3. Read the instructions carefully.
4. If tickets have already been sold, contact Partner Support immediately using the contact form so that you can arrange customer communication and handle any possible refund requests.

If you have also enabled Lippu.fi sales channels for your event and your event has been published and is on sale, it will soon also be published in the lippu.fi online store once it has been reviewed manually. Normally, publication in the lippu.fi online store takes place within the same business day, or within two business days at the latest. Please see the Help site for more detailed instructions.

Tip: If you want to set a separate announcement date, you can create and publish the event in advance while setting a publication date. This gives our team enough time to prepare the event for the lippu.fi online store without making it visible before the specified date.

Once you have entered all the information about the event and the tickets, you can start selling them immediately via your online ticket shop. Alternatively, you can plan the start of sales for a later date. If you activate the Lippu.fi network at the same time, your event will also be available to the advance booking offices after a short update period. The processing by our client support team will also take place promptly so that your event can also be booked on lippu.fi.

With lippu.light you can easily create your own ticket shop, which you can simply integrate into your own website. You can also sell your tickets via your own box office. In addition, you can activate the Lippu.fi network and sell your tickets via lippu.fi and dozens of ticket agencies throughout Finland.

If you sell tickets to your event through our Lippu.fi network, you are allowed to use the Lippu.fi logo on your promotion material (i.e. poster, flyer, banner ads or your website).

Please find more information here: Lippu.fi graphic instructions. 

As soon as you have published the event and enabled the Lippu.fi network option, the event is processed promptly by our team, which includes a (quality) check of the content. It is important that your image allows square cropping and that you have not integrated any text into it. If the rights of use have also been specified correctly, your event will become bookable online as quickly as possible.

Once you have published the event and selected Lippu.fi channels as a sales channel for at least one ticket type, tickets will be available for sale at sales outlets immediately after the event is published.

An exception applies to ticket types with scheduled sales settings, in which case the tickets will go on sale according to the defined schedule.

Select the event you wish to block from the list of Published events and open the event detail page. Block this event by clicking on the button Stop Sales, select the status Pause sales and confirm. By doing so, your event will receive the status Blocked. If sales can be restarted, click on the button Publish on the event detail page and confirm.

To end sales manually, click on Edit event. In the section Schedule, change the date and time for Sales end. Enter a time slot just a few minutes in the future and save these changes. Sales will now be automatically stopped when reaching that time.

Promotions enable you to offer your customers special prices. For example, you can generate promotion codes which activate special prices for ticket purchases. You can use the promotion codes, for example, for an advertising campaign or to integrate sponsors.

1. After publishing your event go to the event detail page and click Create Facebook event. First, connect your lippu.light account with your Facebook account and choose the Facebook page to publish your event. You need to choose at least one page to make sure the connection works.
2. Next, you need to give lippu.light the right to access your page. Set the button to Yes so that the connection can function flawlessly.
3. Now you can edit the image and event description for Facebook. Choose the Facebook event category, where you want your event to be found. Next, click on Create Facebook event.
4. Facebook will send you an e-mail to the e-mail address that is connected with your Facebook account for confirmation. Please confirm here that you are the co-host of the event. Only then will it be published on your Facebook page.

You can simply publish an event that you created in lippu.light directly on Facebook. Just connect your lippu.light account with Facebook. All data you input in lippu.light will be automatically transmitted to Facebook. Your customers will then be forwarded from Facebook directly to your ticket shop where they can buy tickets for your event.

You need a valid Facebook account. And you also need an active organisation Facebook page connected to that account, e.g. your promoter page. You need to be administrator of that Facebook page to be able to publish your event on it.

It means that you delete the connection between your lippu.light and your Facebook account. In this case your events will no longer be visible on Facebook. If you just want to pause editing your event, just click on Log-out. The connection with your Facebook account will stay active and your events remain visible on Facebook. To continue editing your event, just log back in.

If you make changes within your event, you need to synchronise lippu.light and Facebook again. Click on Update Facebook event to submit the updated information from lippu.light to Facebook.

In this case nothing changes on Facebook. Your event will remain visible with an active link to your ticket shop. Your customers will see in the ticket shop that tickets are no longer available.

1. Cancellation on Facebook
When cancelling an event on Facebook, your customers will also be notified there. You keep access to your Facebook event page, but you cannot edit it anymore. The cancellation will be documented on your Facebook event page within lippu.light. Changes are no longer possible here either. Cancelling your event on Facebook neither affects the status of your event in lippu.light nor the purchasing process of tickets.

2. Deletion on Facebook
If you delete an event on Facebook, you no longer have access to it. This does not affect the status of your event in lippu.light and does not lead to a cancellation within lippu.light.

3. Cancellation in lippu.light
If you cancel an event within lippu.light, it does not affect your Facebook event. You need to cancel your Facebook event separately.

Go to the menu Marketing → Promotions in your lippu.light account. Here you can create a promotion and define all the relevant data such as maximum amount of tickets, validity period and if a code is redeemable once or multiple times. Then you generate the promotion codes that your customers will use when buying a ticket to your event.

Please note: If you use the Lippu.fi network as sales channel, the name of your promotion will be displayed there.

First, you need to create a promotion, and then link it to the desired ticket type. In the event’s Price Categories and Ticket Types section, create a separate ticket type for the campaign and set its price. Click Advanced Settings and select the desired campaign from the dropdown menu.

If you create a promotion with a code, the special offer price is only visible after the customer enters the promotion code. Therefore, only those customers who received a promotion code from you, e.g. as part of a campaign, can buy tickets at the special offer price. If you create a promotion without a code, the special offer price is visible and available to all customers.

You can apply a promotion to several ticket types within one event or to different ticket types of several events. A limitation is implemented through the data within the promotion such as the maximum number of tickets. That way you are always in control of the number of tickets sold at a special offer price.

Go to Promotions in the menu bar. Here you will find an overview of all active and inactive promotions. When you click on one promotion, the detail page shows you all relevant information including the events where the promotion is used. Plus, you can also download a report to see how many promotion codes have already been used.

You can edit your events at any time by clicking on Edit. Information that can be changed includes event name, image, text, capacity, and ticket prices; as well as add new ticket areas and ticket types. 

Changes are possible in principle, but do not apply to tickets that have already been sold. This should be noted in particular for subsequent price changes. All changes made will be available immediately in your own lippu.light webshop, and after a delay on lippu.fi.

If your event cannot be held and needs to be cancelled, immediately remove it from sale to prevent any additional tickets from being sold by mistake. To do this, go to the event page and select Stop Sales. In the next step, you can choose whether to temporarily suspend sales or cancel the event completely. Please note that a cancelled event cannot be reopened for sale. If the event is fully cancelled, select Cancel Event.

Please contact Partner Support immediately if your event is cancelled. Together with Partner Support, you will agree on how ticket buyers will be informed and how refund requests will be handled. As a rule, Partner Support will notify all ticket buyers about the cancellation and provide instructions on the next steps.

If you want to cancel an event whose date has already passed, please contact Partner Support.

PLEASE NOTE! Do not close the event and send it for settlement if the event has not taken place.

Select the event and go to the edit view. You can limit the number of available tickets either by defining restrictions for individual ticket types or for an entire price category / area.

Please note: If you adjust the maximum number of tickets, make sure that the ticket quantities match the capacities defined for the price categories. For example, you cannot put 100 VIP tickets on sale if the capacity of the VIP area has been set to 50.

Yes, this is possible during event editing in the Price categories & ticket types section, but only for unsold seats.

If you want to change the venue of an individual event. Follow these steps:

1. Find the event and click Edit.
2. Go to the Venue section and select Start the location process.
3. Read the instructions carefully.
4. If tickets have already been sold, contact Partner Support immediately using the contact form so that you can arrange customer communication and handle any possible refund requests.

If your event is postponed, please follow these steps:

1. As soon as you know the replacement date, update it in the event details. Please note that you should only change the date once, as multiple changes may create uncertainty among ticket buyers.

2. If you do not yet know the new date, select a fictional date far in the future and add “POSTPONED, NEW DATE TBC” to the event name. If the character limit is exceeded, shorten the original name but keep the above text included. Until the new event date is confirmed, it is recommended to suspend ticket sales. To do this, set the sales end time to a few minutes from the current time. (You can do this by selecting the event and editing the schedule, specifically the sales end time.) Once the new event date has been confirmed and you want to resume ticket sales, remember to adjust the sales period accordingly.

3. If you previously postponed the event to an unknown date, now replace it with the correct date, remove the text “POSTPONED, NEW DATE TBC”, and edit the event name if necessary. Adjust the sales times if needed and publish the event. Check that the event appears correctly in your own lippu.light Ticket Shop and, within a couple of business days at the latest, also in the lippu.fi online store.

If for some reason you have not updated the date of a postponed event before the original event date has passed, contact Partner Support immediately.

Please note: Do not mark the event as completed if it did not take place on the date specified in the system.

If you must cancel your event, please get in touch with the client support team. Depending on the sales channel, Lippu.fi has the customer's email or phone number, and can thus contact them. Information about the cancellation will also be uploaded to the webshop. 

When you create a new event, select box office as sales channel for each ticket type that you want to activate for this channel.

Find the order in the order overview that you would like to cancel and click on the delete symbol (trash bin). An overview of the order in question will be opened. Click on Cancel all to cancel the entire order. If you only want to cancel specific tickets from the order, just select the tickets in question and click on Cancel selected.

All sales from online and box office sales are shown in the reports in lippu.light. After processing your event you can download the report as usual from the event page within your account.

The proceeds of the tickets sold through the box office will be collected by you directly. We will charge you with the fees of those tickets and retract the amount via SEPA direct debit mandate from the bank account you provided us with in your lippu.light account.

The box office is a web application within lippu.light that enables you to sell tickets yourself. This way you have the option to use your office as a local booking office, for example, or you can use it to sell tickets at the box office on the day of the event.

Click Box Office in the top banner, carefully read the information provided there, and request activation for the Box Office feature. Partner Support teams will usually activate the feature within the same business day, or within a couple of business days at the latest. You can find more information about using the feature in the Help section.

Yes, you can. When creating or editing an event, do not add a regular ticket type. Instead, select Add free tickets. If this option is not visible, please contact Support.

Complimentary tickets can only be used in your own sales and are not available in online stores.

Yes, you can print the tickets you sold yourself. 

Open the box office application and click on the ticket symbol in the top right corner. You will then see an overview of all orders that you sold through the box office.

You can reprint tickets if necessary. To do so, click on the ticket you want to reprint in your order overview (ticket icon). You can either reprint a specific ticket or an entire order.

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

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

Android: Android 8.1 

iOS: Vähintään iOS 13

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 event and click on Download access data at the bottom of the page and print the list.

Google Play Store (Android): https://play.google.com/store/apps/details?id=de.eventim.mobile.app.access

App Store (iOS): https://itunes.apple.com/us/app/access-scan-app/id1050612187?mt=8

In your lippu.light account in the "Admission" section, you can download a PDF with QR codes for configuring the EVENTIM.Access scanning app and step-by-step instructions. Once you have downloaded the scan app from the App Store or Google Play Store, you can configure it in one step by scanning a QR code.

Note: The configuration of the app can be done within 30 days before the event. The barcodes of the tickets sold can only be synchronised within 12 hours before the start of the event. For this purpose, an internet connection must be established on the device during this period at least for the time of the download.

After successful configuration, you have the ticket data of all ticket purchasers in your scan app. During the scanning process, the app checks whether the ticket is valid and whether it has been redeemed before. If the ticket is valid and has not been redeemed before, the message "Ok, access granted" appears on the screen.

If the barcode is illegible, you can also enter it manually. To do so, simply tap on the keyboard at the top of the app, then enter the barcode manually and confirm with "Ok".

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

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

Ticket purchases can be synchronised with the configured scan app at the earliest on the day of the event 12 hours before the set start of the event.

Ideally, you should connect the scan app to Wi-Fi so that a permanent synchronisation with our servers can be carried out. If you want to use the offline mode, you must ensure that you only synchronise after the end of the sales period so that you can record all ticket purchases.

Once your event has taken place, close it in lippu.light by selecting Mark as complated. By doing so, you confirm that the event has been held and can be sent for settlement. After this, tickets can no longer be sold or cancelled for the event. Once you have changed the status, the event will move to the settlement process.

Once you have marked the completed event as finished, the settlement will be paid to the bank account specified in your details within 7 business days. For cancelled or postponed events, settlement will only take place after any ticket buyer refund requests have been processed.

Our support team will be happy to answer any questions you may have about billing and payment. Simply send us your question and your event data via the contact form.

Once you have set your event to 'Finished', we will process your settlement and deliver the invoice to you via the contact details in your profile.  

The base prices you define form the basis for the ticket fees and for the settlement after the event. Enter your base prices when creating the event and the sales prices are calculated automatically so that you can see directly what the end customer is paying. You can choose between: "Base price excl. fees" and "Ticket price incl. fees". Or use our price calculator to calculate your ticketing costs.

Please note that it is not possible to change the fee model (incl. fees or excl. fees) once an event has been published.