Troubleshooting
All plans
When something is not behaving — a guest cannot book, an email never landed, a ticket refuses to check in — start here. Each section below is the first set of checks for a common event, invitation, booking, export, or check-in problem, all inspectable from your own admin. If they do not resolve it, contact support with the event name and the affected guest or link — but never a password or API token.
A booking page is not accepting bookings
- Confirm the event is Published and bookings are not paused.
- Check Settings → Availability for a current or future slot.
- Check slot capacity and the total quantity of each active ticket.
- Confirm at least one ticket is active.
- Open the exact invitation or booking link in a private browser window.
A private event or collection must be opened through a valid personal invitation or booking link — its general page is not public.
Guests see Sold Out but nobody has booked
Guests can see your Sold Out Message when nobody has booked. With Enable Waitlist on, the same full event shows FULLY BOOKED and lets them queue for a place. A blank Total quantity is unlimited. Check the following, in order:
- Open Settings → Availability and confirm a current or future slot. A slot stays bookable until it ends. Once it has ended, it leaves the booking page.
- See whether Limit Capacity is on, and what Capacity per Slot is. Leave Capacity per Slot blank for no limit. With Limit Capacity off, slot places are unlimited.
- On every active ticket, check Total quantity. Blank means unlimited. The tickets alone fill the event only when every active ticket has a Total quantity and all of them have run out, even with Limit Capacity off. A ticket with a blank Total quantity never runs out.
- Compare Guests per ticket and Min per booking with the places left. A leftover place smaller than the smallest booking still on sale counts as full. A pair ticket (Guests per ticket of 2) cannot take a single leftover place, even when Min per booking is 1.
- Check the invitation’s Use limit, and a booking link’s Max Guests. A used-up invitation shows the Invite Used Message. A full link shows its Custom Max Usage Text, or We are sorry, this link has been fully used.
- Open the exact invitation or booking link in a private browser window.
One thing to be aware of: a Golden invitation books past a full event. See When the event is full.
An invitation has not reached the guest
Creating an invitation leaves it Pending; it is not sent automatically. Open the invitation and send it, or copy the personal link and share it through another channel. Check that the guest has a valid email address and that the invitation has not reached its send limit (5 sends through ARTSVP).
Capacity looks wrong
Four separate controls decide how many guests can book: slot capacity, ticket total quantity, guests per ticket, and allocation limits. Check each one that applies. Reducing capacity after bookings exist does not cancel or shrink those bookings.
A ticket will not check in
- Confirm the ticket belongs to an event available to the scanner profile.
- Check the booking is confirmed: cancelled, pending and waitlisted bookings are refused.
- A Single Entry ticket cannot be checked in again without first removing the existing check-in.
- When a QR code is damaged, type at least three characters of the name or email in Search all guests… on the browser check-in page instead.
An export has not arrived
Exports run in the background and are emailed to your signed-in account. Confirm that address, check spam, and retry with a smaller filtered scope if the export is very large.
Keep reading: Publishing and sharing · Dates and availability · Invitations · Check-in