Help & Support

Buying tickets

Finding an event

Browse everything on sale at cakepop.io/discover. You can search by name, filter by category, and set your location to see what’s happening nearby. Organizers also link straight to their own event pages, so a link from an artist or venue takes you to the same place.

Checking out

Pick your ticket types and quantities on the event page and continue to checkout. Payments are processed by Stripe; we never see or store your full card number. Some events let you check out as a guest — you give your name, email, and cell number, and your tickets go to that email address. If an event requires an account, you can sign in or create one during checkout.

Your tickets are held for you while you pay, and checkout shows a countdown for how long you have. If the hold runs out before you finish, the tickets are released and you’ll need to pick them again.

What you’ll pay

cakepop charges a flat buyer fee of $1–$4 per ticket, based on the ticket price and capped at $4 — no percentage that grows with the price, and no surprise charge at the last screen. Free tickets have no fee. Sales tax or organizer-set surcharges may also apply and are itemized before you pay. The full breakdown is on our fees page.

My payment didn’t go through

If the payment failed, no tickets were issued and any pending authorization is released by your bank. Check that the card details and billing postal code are right and try again. If your bank shows a charge but you never got a confirmation, email support@cakepop.io with the event name and the email address you used and we’ll track down the order.

Finding your tickets after you buy

Your tickets are issued straight to your cakepop account. Sign in and open My Tickets — they’re grouped by event, and tapping one opens the ticket with its QR code. Receipts and order details live under My Orders. The cakepop mobile app shows the same tickets in the same account.

We also email a confirmation when your order is complete, with your tickets attached. If it hasn’t arrived, check your spam folder and confirm you’re looking at the address you used at checkout.

I checked out as a guest

Guest tickets are emailed to the address you entered, and the confirmation page offers to finish your account by setting a password. Doing that lets you open My Tickets, transfer tickets, and check out faster next time. If you skipped it, you can still set a password later from the sign-in page using Forgot password with that same email address.

Apple Wallet and Google Wallet

Open a ticket and you’ll see Add to Apple Wallet on iPhone or Add to Google Wallet on Android — both appear on desktop too. The pass carries the same QR code as the ticket in your account, so either one gets you in, and a saved pass still scans if the venue has no signal. If you don’t see the buttons, the ticket in your account works exactly as well.

Sending a ticket to someone else

Open the ticket in My Tickets and choose Transfer Ticket. Enter the recipient’s email address, phone number, or both. They get a notification with a secure link to claim it.

• While a transfer is pending, the QR code is hidden so the ticket can’t be used by two people at once.
• Changed your mind, or sent it to the wrong address? Open the ticket and cancel the transfer — the QR code comes straight back.
• The recipient needs a cakepop account to accept; they can sign in or register from the link. Transfers sent to a phone number ask them to verify that number with a code first.
• They can also decline, optionally with a note. The ticket returns to you and you can send it to someone else.
• Once accepted, the ticket moves into their account and the transfer is recorded on it.

Reselling tickets on cakepop isn’t available yet. Transfers are subject to our Terms of Service, and reselling tickets outside the platform may break the law depending on where you are.

Getting in at the door

Bring the QR code — on your ticket in the cakepop app or on the web, or in your Apple or Google Wallet pass. Door staff scan it and see instantly whether it’s valid. Screen brightness up and a downloaded wallet pass both help if venue signal is poor.

If a scan is refused, it’s almost always one of these:

• Already scanned — the ticket has been checked in. If that’s a surprise, the box office can look it up.
• Transfer pending — the ticket is mid-transfer. Whoever sent it can cancel the transfer, or the recipient can accept it, and the QR code comes back.
• Refunded or voided — the ticket is no longer valid for entry.
• Not found — the code scanned wasn’t a cakepop ticket. Check you opened the ticket itself rather than a confirmation graphic.

Doors, age limits, ID requirements, and re-entry rules are set by the organizer and listed on the event page.

Refunds and canceled events

cakepop is the ticketing platform; the organizer runs the event and sets its refund policy. Refund requests go to the organizer first — many event pages list their support email or phone number under “Questions about this event?”. We process approved refunds on their behalf.

If an event is canceled and not rescheduled, you’re entitled to a refund of the ticket face value, and the event page will say it’s been canceled. Watch your email — the organizer will be in touch about refunds. If an event is postponed, tickets normally stay valid for the new date.

Refunds are returned to the original payment method through Stripe and usually appear within 5–10 business days, depending on your bank. The full policy, including how service fees are treated, is in our Refund Policy. If you believe a refund was wrongly denied, or you see a charge you don’t recognize, email support@cakepop.io and we’ll look into it.

Account, sign-in, and password

Sign in at cakepop.io/auth/login with the email address you used to buy your tickets. Forgotten your password? Use Forgot password and we’ll email you a reset link.

Your name, email, phone number, profile photo, and notification preferences are all editable in Account Settings. If you signed up with the wrong email address, or you can’t get into the account holding your tickets, email support@cakepop.io from the address you do control and we’ll help you sort it out.

Deleting your account

You can delete your account at any time. On the web, go to Account Settings, scroll to Delete account, and confirm. In the mobile app, it’s under Profile → Account settings → Delete account.

Deleting removes your personal information and signs you out everywhere. Records of past orders and tickets are kept in de-identified form because we’re required to retain them, and you’ll lose access to any unused tickets — so transfer tickets you still want before you delete. It can’t be undone. If you can’t sign in, you can request deletion by email; the full process is on our Delete Your Account & Data page.

For organizers: getting paid

Payouts run through Stripe. In your organizer dashboard, open Banking and complete the Stripe onboarding — identity and bank details go directly to Stripe. Once your account is verified, payouts turn on.

After that, ticket money releases automatically on your account’s payout schedule once each event has ended — for most organizers, the day after. A percentage of each event’s proceeds may be held as a reserve for a set period afterwards as a refund cushion. Your exact schedule, your reserve terms, and a per-event breakdown of what has released and what is still pending are shown on your Banking page, so you never have to guess. When funds are eligible ahead of schedule, a Get paid early option appears there.

Fees are on our fees page. For anything about your specific account — a payout that looks wrong, a hold you want explained, or a change of bank details — get in touch and we’ll walk through it with you.