Upgrade tickets at the door

Move a buyer's tickets to a higher-priced ticket type from the door scanner or the box office and collect only the difference, by card or cash.

Who can do this: Anyone who can scan: paired door phones, and team members with the Door, Box office, Manager, Admin or Owner role.

Before you start

The order must be paid.
The event needs a higher-priced ticket type with tickets left.
The phone needs a connection. Upgrades do not work offline.

Part 1Choose the tickets and the new type

1From the box office: click Box office in the sidebar, open the event, and click Upgrade a ticket under the tickets. Type the order number or a ticket code and click Find order. Looking an order up here never checks anyone in.
2From the door scanner: on a paired phone it is already open, or click Door in the sidebar. Type the buyer's order number in the box and tap Check. Scanning one of their tickets works too, but that also checks the ticket in.
3Tap Upgrade tickets in the order panel.
4Untick any tickets under Tickets to upgrade that are staying as they are. Every ticket that can be upgraded starts ticked.
5Choose the new type under Upgrade to. Only higher-priced types are listed, each with its price and how many are left.
6Read the summary: the difference, any tax on the difference and, for reserved seating, the new seats.

For reserved seats, the best seats together in the new section are picked for you. You cannot choose them by hand.

Part 2Take payment by card

1Tap Buyer pays by card. The button shows the total, which includes card processing on the difference.
2Show the buyer the QR code on your screen. Have them scan it with their phone camera and pay.
3Wait. The screen updates by itself. The new seats or spots are held until the buyer pays or you cancel.
4Look for the green Upgrade complete box, then tap Done.
5Tap Cancel upgrade instead if the buyer changes their mind before paying.

Part 3Take payment in cash

1Tap Paid in cash. The button shows the cash total.
2Collect the cash from the buyer first.
3Tap the button that starts I collected and shows the amount. The tickets are upgraded straight away, and the cash is recorded under your name.
4Tap Done.

Tips

The buyer's QR codes stay the same after an upgrade. There is nothing to resend. If the order has an email address, the buyer also gets an email confirming the upgrade.
The buyer pays the new type's price today, including a box office price if one is running, less what they actually paid for their ticket. No service fees are charged again.
Tickets that are already checked in can still be upgraded, which is handy for someone inside who wants to move to VIP.
A single-day ticket can become a full-event pass. A full-event pass cannot become a single-day ticket, and a ticket cannot move to a different day.

If something goes wrong

The panel says There is no higher-priced ticket type these tickets can move to.

Upgrades only go up in price, within the same event and the same day. Check that a pricier ticket type exists for this event and that it has not sold out.

A ticket is grayed out with Multi-day bundles cannot be upgraded. or Add-ons and donations cannot be upgraded.

Those tickets cannot be upgraded at the door. If the buyer wants something different, sell them a new ticket at the box office and refund the old order if your policy allows.

You see There are not enough seats together, with the hint Try fewer tickets.

The new section has no block of seats that size side by side. Untick a ticket or two and upgrade the group in smaller parts, or choose another section.

Cancelling shows The buyer may have just paid. Wait a moment and check again before cancelling.

The payment may be going through. Wait a few seconds. If the screen turns to Upgrade complete, the upgrade is done. An unpaid upgrade also appears later under Waiting for card payment, where you can tap Cancel it.