Support
Get help when you need it
Get Support
We're here to help! Choose the best way to reach us.
Contact Methods
📧 Email Support
Response Time: Within 24 hours
Available: 24/7 (responses during business hours)
Best for: Non-urgent questions, detailed issues
Include in your email:
- Order/ticket number
- Event name
- Clear description
- Screenshots if applicable
- Steps to reproduce (for bugs)
💬 Live Chat
In Dashboard: Click chat icon
Available: Monday-Friday, 9 AM - 6 PM EST
Best for: Quick questions, urgent issues during events
📞 Phone Support
Available for: Premium & Enterprise plans
Hours: Business hours (9 AM - 6 PM EST)
Contact: See your dashboard for number
🚨 Emergency Support
For active events only
Available: 24/7 for critical issues during events
Email: emergency@tixfin.com
Include: "URGENT" in subject, event details
Emergency support is for active events only (scanning issues, checkout down, etc.). For general questions, use regular support.
Self-Service Resources
📚 Documentation
Browse comprehensive guides:
❓ FAQ
Check Frequently Asked Questions for instant answers to common questions.
🎥 Video Tutorials
Watch step-by-step guides:
- Creating your first event
- Setting up ticket types
- Using the scanner app
- Managing refunds
💡 Help Center
In-app help:
- Click "?" icon in dashboard
- Search for topics
- Get instant answers
Support by User Type
For Event Organizers
Need help with:
- Creating events
- Managing tickets
- Financial reports
- Team management
- Marketing advice
Best contact: Email or live chat
Helpful docs: Event Organizer Guide
For Staff Members
Need help with:
- Scanner app issues
- Checking in attendees
- Handling invalid tickets
- Box office sales
Best contact: Live chat during event
Helpful docs: Staff Guide
For Attendees/Customers
Need help with:
- Purchasing tickets
- Finding your tickets
- Refund requests
- Apple Wallet issues
Best contact: Email
Helpful docs: Attendee Guide
For Developers
Need help with:
- API integration
- Webhooks
- Authentication issues
- Custom implementations
Best contact: api@tixfin.com
Helpful docs: API Documentation
Support Plans
Standard (Free)
✅ Email support
✅ 24-hour response time
✅ Documentation access
✅ Community forum
Premium
✅ Everything in Standard
✅ Live chat support
✅ Phone support
✅ 4-hour response time
✅ Priority ticket handling
Enterprise
✅ Everything in Premium
✅ Dedicated account manager
✅ 1-hour response time
✅ 24/7 emergency support
✅ Custom onboarding
✅ Training sessions
Before Contacting Support
Help us help you faster:
✅ Check FAQ first - Your question might be answered
✅ Search documentation - Use the search bar
✅ Gather details - Order numbers, error messages, screenshots
✅ Try basic troubleshooting - Clear cache, try different browser
Common Issues & Quick Fixes
Can't Log In
- Reset password
- Check email verification
- Try incognito mode
- Clear browser cache
Tickets Not Sending
- Check spam folder
- Verify email address
- Resend from dashboard
- Whitelist noreply@tixfin.com
Scanner Not Working
- Update app
- Check permissions
- Test internet connection
- Restart device
Payment Failed
- Check card details
- Try different card
- Contact your bank
- Try different payment method
Bugs & Feature Requests (GitHub)
For bugs, feature requests, and general questions, our primary channel is GitHub — not email. Open an issue on tixfin/tixfin-issues using the template that matches your report:
- 🐛 Bug / Error Report — something broke
- ✨ Feature Request — suggest a new feature or improvement
- 🛠️ Staff / Internal Report — TixFin staff only
- ❓ Support / Question — general questions
See Reporting Issues & Requesting Features for a full walkthrough of which template to pick, how to write a good issue, and the tracking workflow (Backlog → Triage → In Progress → In Review → Done).
Security vulnerabilities, account/billing details, or anything with personal data should never go in a public GitHub issue. Email us instead — see When to Email Instead.
What happens next:
- We review and triage all issues
- Popular/critical ideas get prioritized
- You'll be notified via GitHub when it's picked up or shipped
- Shipped changes are announced in the Changelog
System Status
Check service status:
status.tixfin.com
Subscribe for updates:
- Email notifications
- SMS alerts (critical only)
- Status page RSS
Community
Forum
Connect with other organizers:
- Share tips and tricks
- Ask questions
- Showcase events
- Network
Social Media
Follow us for updates:
Business Inquiries
Sales
Interested in Enterprise?
Email: sales@tixfin.com
Phone: [See website]
Partnerships
Agency or venue partnerships:
Email: partnerships@tixfin.com
Press & Media
Media inquiries:
Email: press@tixfin.com
Feedback
How are we doing?
We value your feedback! After each support interaction, you'll receive a short survey. Your input helps us improve.
Leave a review:
Can't find what you need?
📧 support@tixfin.com - We're here to help!