catik help

We don’t organise the events, so if you want more information you should contact the event organiser. You will find their details on the event page. You can also contact them where you saw the event being promoted: like on their social media or website.

We send you an email including your tickets after your purchase. If you can’t see it, make sure to look in your junk mail or spam. Also, try searching for the words “Hey! Here are your tickets” in the search bar.

Once we confirm that an event has been cancelled, we will refund the amount paid for the tickets to the same card with which you made the purchase. The return may take several days. Please only write to us if more than 10 days have passed since the cancellation was announced.

See question ‘My event has been cancelled’.

We do not accept returns or exchanges.

The payment for tickets is made immediately. If you don’t see the payment in your bank, you will have to start the purchase again from the beginning. If you see the payment in your account but you haven’t received the confirmation email, write to us from the email address you used to buy the tickets and include:

The name of the event.
The date and approximate time of purchase.
The amount paid.
The last four digits of the card used.

Sometimes, to finalise the payment process, your bank will ask you to complete an additional step, like entering a code that they send you by SMS, the position on a security card or the username and password for your online banking. If you have problems with this step, you should contact your bank.

You should request it from the event organiser.
You can contact them through their website or their social media.

In the event of problems with making the purchase, make sure that you are using an up-to-date version of Google Chrome or Mozilla Firefox.

It is not possible to modify the name on a ticket.

If the tickets that you have bought aren’t named tickets (the organiser of the event only asked for the name of the person who purchased the tickets, not of every ticket holder) anyone can go. If your tickets are named, see the question ‘I want to change the name on my ticket’.

In this case the event organiser has decided to only ask for the name of the person who made the purchase, so there isn’t any problem, all the tickets are valid.

In this case you should check with the venue where they hold the event. You will find the information on the event page.

You can complete the payment with any Visa or MasterCard debit or credit card. The payment gateway does not accept American Express and some prepayment cards can cause problems at the time of purchase.

You can’t. You can pay with a credit or debit card.

We will refund the amount paid so long as the second purchase was made in error and was not a separate purchase. To do this, email us from the email address you used to make the purchase and include:

The name of the event.
The quantity of the tickets bought in each purchase.
The cost of each purchase.
The date and approximate time of the purchases.
The last four digits of the card you used to buy the tickets.

No.
The email we send you after you make your purchase contains your tickets in passwallet format (valid for Android and iPhone) and in PDF. You just have to show the ticket in any of these formats when arriving at the venue.

Make sure that you have completed all the fields and, above all, that your email address is written correctly both times.

If you can’t find the answer you’re looking for here, write to us at hola@crocantickets.com! The more information you tell us about your situation the easier it will be to help you! We will get back to you as soon as possible! :) Customer Services is available during the following times:

Monday - Thursday (excluding bank holidays): 9am - 5pm
Friday (excluding bank holidays): 9am - 10pm
Saturday: 4pm - 10pm
Sunday: 11am -1 pm

Close the event in your management panel on the website.
Download the mobile application for Android or iPhone.
Open the application.
The application will request that you give the device a name. Choose the name you want.
In your management panel on the website go to your event and click on the button <<lists>> to see the <<Validation APP code>>. You will also find this code in the email we send you when closing the event.
Enter the <<Validation APP code>> in the mobile application.
Now you can use the app to read the tickets’ QR codes to verify that they are valid. You can also access the list of customers and search for a name to validate tickets manually.

Download the application:

From the management panel on the website, click on <<Pending Payments>> to see your event pending payment.
Select the event you would like to invoice.
In the field <<Payment Number>> write the settlement number (you can write a number that is useful to manage your accounts).
Click the button <<Request Payment>>.

From this moment you can go to <<Finance>> → <<Requested Payments>> to see the <<Payment sheet>>, which contains the amount collected for the event and the bill for our service. When we pay you your event it will move to the section <<Paid>> from where you can download the payment sheet.

Every Tuesday we pay the requests that we have received before Monday at 11am.

Select your event from the management panel on the website.
Go to the section <<Close>>.
Click on the button on the right which says <>.
A new window will open asking for the reason for the cancellation. Write <<CANCEL>>.

We take care of letting your customers know and refunding them their money, nevertheless, we recommend that you inform them of the cancellation using the same means you used to promote your event, such as your social media and website.

Email us from the same email address you are registered with letting us know that you want to reopen your event, the link of the event and the new date and time of closing.

If it is an emergency and Customer Services is closed you can always go to your management panel on the website, go to the section <<Events>> → <<Closed>> and create a new session.

Login to the website and go to your management panel.
Click on <<Events>> → <<Open>>
In the event that you want to modify, click <<Edit>>

In the <<Sales>> section you can see sales from the last 30 days. If you have been selling tickets for 31 days or more, change the view by clicking on the <<All>> button on the top right hand side.

Email us at hola@crocantickets.com from the same email address you are registered with on the platform and indicate the event about which you are making the query so that it is easier for us to locate it and we can help you more quickly.

Customer Services is available during the following times:

Monday - Thursday (excluding bank holidays): 9am - 5pm
Friday (excluding bank holidays): 9am - 10pm
Saturday: 4pm - 10pm
Sunday: 11am - 1pm

I have some questions about the event: I want more information or I don’t know if it’s going to go ahead or not.

I haven’t received my tickets, I’ve lost them or I can’t find them.

My event has been cancelled.

I can’t find my refund from the cancelled event.

I want to return my ticket.

I think I haven’t completed the purchase.

I’m having problems making the payment.

I want an invoice for my ticket.

You should request it from the event organiser. You can contact them through their website or their social media.

I can’t make a purchase and I don’t know why.

I want to change the name on my ticket.

Can another person attend with a ticket in my name?

Not all of our names appear on the tickets.

I’m a minor. Can I go to the event?

Supported methods of payment.

You can complete the payment with any Visa or MasterCard debit or credit card. The payment gateway does not accept American Express and some prepayment cards can cause problems at the time of purchase.

How do I pay in cash?

I’ve accidentally bought the same ticket twice.

We will refund the amount paid so long as the second purchase was made in error and was not a separate purchase. To do this, email us from the email address you used to make the purchase and include:

Do I have to print my tickets?

No. The email we send you after you make your purchase contains your tickets in passwallet format (valid for Android and iPhone) and in PDF. You just have to show the ticket in any of these formats when arriving at the venue.

The purchase form says that I have entered incorrect information.

I have another question.

How do I validate the tickets?

How do I request the money from my event?

I need to cancel my event.

My event has closed but I want to continue selling tickets.

How do I edit my event?

The amount I see in the sales and statistics area is not correct.

I have another question.

You should request it from the event organiser.
You can contact them through their website or their social media.

No.
The email we send you after you make your purchase contains your tickets in passwallet format (valid for Android and iPhone) and in PDF. You just have to show the ticket in any of these formats when arriving at the venue.