Accessing the Support Hub
The Support Hub allows customers to manage their own orders directly without contacting the store owner. They can download tickets, request refunds, list tickets for resale, change ticket holder names, and switch ticket types.
In the ticket store, click Support in the main navigation menu.
Select Manage Order from the left-hand menu.
Enter the Order Reference Number (starts with TS-) and the email address used at purchase, then click Next.
If a customer has lost their Order Reference, they can click Find your order and enter the email used at purchase along with their postal code instead.
Navigating the Support Hub
Once logged in, the Support Hub has three tabs:
Your tickets — shows all tickets in order, with action buttons for each.
Event details — shows the event information for the order.
Support — shows FAQs to help customers troubleshoot common issues.
Under Your tickets, each ticket displays a QR code and up to three action buttons depending on what the store owner has enabled: Download, Refund, and Sell tickets. It also includes the order management functions "Change names" and "Change tickets".
Note: If users do not see the Name Change, Ticket Change, and Ticket Resale functions in the Support Hub, it means the organizer has not enabled them.
Order Management Functions in Support Hub
Change Ticket Holder Name
If a customer wants to transfer their ticket to a friend, they can update the ticket holder's name directly in Support Hub. First-time changes are free. Any subsequent changes are subject to a $5 administration fee (the fee currency will depend on your default event or store currency).
Select the ticket(s) to edit.
Enter the new name.
Submit the change.
Sell Your Tickets (Ticket Resale)
If the store owner has enabled Ticket Resale for a ticket type, the Sell tickets button will appear on the relevant ticket card in the Your tickets tab.
Note: Customers will receive the face value of their ticket only—booking fees are not refunded. Funds are typically received within 7–10 working days of the resale.
How to List Tickets for Resale
Click Sell tickets on the relevant ticket card.
The 'What is Ticket Resale?' screen will appear, explaining the process and showing the payout per ticket.
Select the ticket(s) you want to list for resale.
Click Confirm.
A success banner will confirm that the tickets have been added to the resale queue. The tickets will be marked as Listed for Resale with a resale icon overlay on the QR code. A Cancel option will appear if the customer changes their mind before the ticket sells.
Remember: Ticket Resale is only available if the store owner has set up a resale tier for that ticket type. Learn more about how Ticket Resale works.
Change Tickets
Customers can switch to a different ticket tier if needed — for example, if they can no longer attend on the original date or want to upgrade their access level.
Click the Change tickets button.
Tick the checkbox next to the ticket you want to change.
Select the appropriate event and ticket type from the dropdown menus.
Click Confirm and complete any additional payment if required.
If you have questions, get in touch with the Eventcube Support Team via the chat function within your dashboard or visit help.eventcube.io.
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