Help center

Help when tickets, payments, or event day get stuck.

Search common answers, recover an order, or jump to the right guide for buyers, organizers, and vendors.

Payment deducted, no ticket

Send your order reference, payment time, and checkout email. We can trace the payment and reissue tickets if confirmed.

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Gate or scanner issue

Open your ticket from the email or account page. Gate staff can also search by ticket code or buyer email.

Find order

Refund question

Refund timing depends on payment provider. Include your order reference so support can check status quickly.

Ask about refund

Topics

Browse by category

Tickets & entry

QR codes, transfers, gate issues.

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Payments

EcoCash, cards, pending payments.

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Refunds

Cancellations and money back.

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Account & safety

Sign in, transfers, fraud checks.

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For organizers

Publishing, payouts, scanning.

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For vendors

Listing, bookings, payouts.

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Guides

Fast answers by situation

Tickets & Entry

  • Every paid ticket has a unique QR code.
  • Screenshots can work, but the live ticket page is safer because it shows the latest ticket state.
  • Transferred, cancelled, or refunded tickets may stop working at the gate.

Payments

  • Keep the checkout page open until TicketPulse confirms the order.
  • If your wallet or card is charged but the order stays pending, send support the order reference and payment time.
  • Do not pay twice for the same order unless the first payment clearly failed.

Refunds

  • Refunds go back to the original payment method where possible.
  • Cancelled or refunded tickets are invalidated automatically.
  • For event cancellations, watch your email for organizer and TicketPulse updates.

Account & Safety

  • Use the same email at checkout and sign-in so orders are easy to find.
  • Never share your QR code publicly before the event.
  • Only accept transfer links from people you know.

Popular

Most-asked questions

I paid but did not receive my tickets. What should I do?
Check your email spam folder first, then open Orders with the same email used at checkout. If money was deducted, contact support with your order reference, payment phone or card name, event name, and payment time.
How do I transfer a ticket to someone else?
Open the ticket in your account, tap Transfer, and enter the recipient's email. The recipient gets a secure link and the ticket is moved to them once accepted.
My QR code is not scanning at the gate.
Open the ticket from your account or email and increase screen brightness. If it still fails, ask gate staff to use manual lookup with your ticket code or order email.
When will I get my refund?
Approved refunds usually appear in the original payment method within 24 to 72 hours, depending on the provider. EcoCash refunds are often faster.
What if I lose my phone before the event?
Sign in on another device and open your ticket. If you cannot sign in, bring photo ID and the order email to the gate or contact support before arrival.
How do organizers get paid?
Organizers request payouts from their dashboard. TicketPulse deducts the platform fee and transfers the available balance to the selected EcoCash or bank account.
Can I buy tickets for a group?
Yes. Choose the quantity you need at checkout. Each ticket gets its own QR code, so share or transfer tickets carefully before the event.
Are vendor profiles vetted?
Verified vendors have been reviewed by TicketPulse. New or unverified vendors may still be legitimate, but organizers should confirm availability and scope before booking.

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