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Support Hub on Eventcube: An Overview

How to use the "manage orders" function to change tickets, transfer names, and list tickets for resale - Eventcube Support Hub.

Trischa avatar
Written by Trischa
Updated over a week ago

Support Hub Portal

1. In the ticket store, navigate Support page in the main menu.

2. Select Manage Order from the left side of the page. The ticket holder/customer should enter their Order Reference Number (starts with TS-) and email address to log in.

3. Click ‘Next’.

4. The Support Hub contains all tickets purchased within the same order.

5. If a customer forgets their Order Reference, they may instead click "Find your order" and enter the email used upon purchase and their postal code.

6. Click 'Get Order'.

5. Two major navigational tabs are available in the portal: “Your Tickets" and “Support”.

6. In “Support”, you will find all frequently asked questions (FAQs). This is perfect if you want to help customers troubleshoot basic issues while waiting for the organizer to respond to your query.

7. Under “Your Tickets”, you will find various ticket functions enabled by the store owner.

If a ticket tier is eligible for resale, the Sell Ticket button will be available in Support Hub.

If the organiser enabled the “Named Ticket Holder” function, you would find an option to change the name on your ticket.

Order Management Functions in Support Hub

Change Ticket Holder Name

This comes in handy if a customer is unable to attend their booked event and wants to give their ticket to a friend. They can change ticket holder names in the Support Hub.

  1. Select the ticket/s to edit.

  2. Enter your friend’s name.

First-time changes are free. Anything more is subject to a £5 administration fee.

Put Your Ticket Up for Resale

If Ticket Resale is enabled for a particular ticket, the “Sell Tickets” button will be available in the order portal, allowing the customer to put their ticket(s) up for resale.

Note: You’ll only receive the face value of your ticket, not the booking fee.

How to Resell Tickets using Support Hub

  1. Click “Sell Tickets”

  2. Select the tickets you want to list for resale.

  3. Click Confirm.

Once complete, the ticket (s) will be disabled and marked as “listed for resale”.

Remember: Ticket resale is only possible if the store owner creates a resale ticket tier.

Change Tickets

Sometimes, customers purchase tickets in advance only to find they're unavailable on the date they booked, or they simply want a different ticket tier.

Support Hub can assist with these ticket changes.

To edit your ticket, you can:

  1. Click the “change tickets” button.

  2. Tick the checkbox next to the ticket you want to change.

  3. Select the appropriate event you want to attend in the dropdown menu.

  4. Then, choose your ticket type.

  5. Click confirm and continue to pay.

Support Hub is continually being developed to include additional order management features. If you have suggestions, feel free to shoot us a message at support@eventcube.io.

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