Help

In your account, under My account → Tickets. Nothing to print and no PDF to lose — each admission carries its own QR code and the door scans it straight off your phone.

Check the account you bought with — tickets live there rather than in an email attachment. If you saw You're going. after paying but the tickets aren't there after a minute, email support@kola.fm with the order reference from that page or your confirmation email and we'll sort it. An order marked Pending or Abandoned is a checkout that wasn't finished, and nothing was charged.

Yes, until the show ends. Open the ticket, tap Send to someone else, and enter their name and email. Your copy stops working straight away, so an old screenshot won't get anybody in, and it's theirs once they accept — until then you can take it back from Sent. Once you've sent one, that order can't be refunded.

Accept it: tap Accept my ticket in the email, then Accept ticket at the top of your tickets. It won't get you in until you do. If you're new to KOLA, an account was made for you — the button signs you in, and you add your name, a password and a few details once.

Sometimes — join the waitlist on the event page. Tickets that come back from refunds are offered to the waitlist first, in the order people joined, and held for 15 minutes for each person.

Yes, in full and automatically — ticket price, our service fee, processing and tax. You don't need to ask. It goes back to the card you paid with and banks usually take five to ten business days to show it.

That's the organizer's decision and it varies by event. The event page says which before you pay: refunds available up to a set number of days before the show, or all sales final. Where they're allowed, use Request a refund on your order in Order history and the organizer approves or declines it. Where they aren't, or once the deadline has passed, you can still send the ticket to somebody else, which costs nothing.

Your ticket stays valid for the event as changed, and we'll email you. If it moved to a different day or venue, you can ask for a refund from Order history for two weeks afterwards — even if sales were final. The organizer approves or declines it.

No. A refund gives back everything you paid, our service fee included. We don't keep a fee on a sale that unwound.

Your phone, with the ticket open. Bring ID if the event has an age limit — that's enforced by the venue, not by us.

Talk to the door. They can look you up on the guest list by the name on the ticket or the email it was bought with, which works whether or not your phone does.

No. Each ticket admits one person once, and a scanned code won't scan again. If you bought several, swipe between them under My account → Tickets — each has its own code.

Nothing to set up and nothing monthly. The buyer pays our service fee and card processing at checkout, shown before they pay under Taxes & fees, so neither comes out of your ticket price. Processing is exactly what Stripe charges, and if you refund somebody, our fee goes back to them too.

Sales are charged directly to your own Stripe account, so the money is never held by KOLA. Payouts to your bank are requested by the owner rather than automatic, and by default held until five days after the event — refunds come out of that same balance, so emptying it before the night would mean refunds failing if the show were cancelled. Payments shows what's ready, what's held and when it releases.

Sign up to sell on KOLA, at kola.fm/partners/signup. It takes two minutes, and you're straight into your dashboard. Then connect Stripe under Settings, and you can publish.

Yes, per event. Allow refunds up to a set number of days before the show, or say all sales are final. Whichever you choose is on the event page before anybody pays, and it's fixed once you publish — in either direction.

No. Door staff get the scanner and the guest list for your events that are on tonight or still to come — no orders, no sales, no payouts. Make them a manager if they need those, or Analytics if they only need to see sales.