Postponing or Rescheduling your event

No one likes to have to do it but sometimes it happens! A speaker gets sick, the venue isn't available anymore or, as we've seen in 2020, government advice around events may restrict your options and give you no choice.

If you have to postpone or reschedule your event we want to make it as easy as possible as we're sure you'll already be under the pump and maybe a little stressed (understandably) 

To get started:

1. Log in to your INTIX Account of the Management Console

First we want to stop any new sales if you're unsure of the new date for the event:

1. Go to SET UP > EVENT INFORMATION > DATES
2. You want to change the Ticket Sales End Date to now (or a time in the past) this will show bookings closed on your live ticketing page and this will stop any new sales coming through
3. Click Save

Next we want to let fans and customers know what's happening:

1. Go to SET UP > EVENT INFORMATION > SUMMARY
2. Add a big, bold heading to the top of your summary to let people visiting your ticket page know what's going on
3. Click Save

Note: Info we recommend including in the Summary:

• The new date, if you know it, or the fact that the date is temporary and info will be released when a new date is set
• If there are tickets left let customers know they will be available for sale at a later date if you've turned off sales as you don't know the new date
• Where your customers can get extra info such as your socials, if you're sending out an EDM or your website
• Ticket info - will tickets be transferred to the new date? Can ticketholders request a refund?
• Don't forget to thank your customers! For their understanding, their past support and future support!

Finally you want to edit your event date. This is important, even if you're unsure of the new date yet, as it's very hard for us to recover your event and ticketholder info once an event passes and moves to your Past Event listing! If you know the new date then great! Move your event to that date. If you don't then estimate when you will know and move it forward a few weeks, a month or however long you need to work it out and include that info in the summary update you did above. 

To edit your event date:

1. Go to SET UP > EVENT INFORMATION > DATES
2. Change the Event Start and End Dates to your new date or a date in the future (this can be updated again later if you're unsure of the new date)
3. Click Save

If you know the new date then you will need to change all event dates. You need to do this at event level, ticket category level and ticket level so make sure you check all three places:

1. Event level - SET UP > EVENT INFORMATION > DATES > Event Start and Event End dates as well as Ticket Sales Start and End dates
2. Ticket category - SET UP > TICKET CATEGORIES > Select each category one at a time > DATES > Ensure your Sales Start and End dates match your new dates
3. Tickets - SET UP > TICKETS > Select each ticket one at a time > DATES > Ensure your Sales Start and End dates match your new dates and you update the Ticket Valid On date to the new time for the ticket to show

We also suggest contacting ticketholders directly to communicate what is happening. You can do this with the INTIX EDM function, your own mail system, text system, social pages etc.

If you don't want to postpone but need to cancel altogether (we feel for you!) Click here to see how.

If you need a hand then reach out to your INTIX account manager! We are here to help so let us know if there's anything else you need or anything we can do to help. We can also share announcements about your events on our social pages so let us know if you need to make changes to an event that you'd like announced on our pages.