Support centreFrequently asked questions
Answers for customers and ticket holders first, followed by business FAQs for organisers, venues, hospitality operators, brands, promoters and partners using Klap.life.
Important noteKlap.life provides the online platform for ticketing, bookings, reservations, access control and business tools. Unless clearly stated otherwise, the organiser, facility, venue, operator or seller remains responsible for the event, experience, service, description, admission policy, cancellation policy and local legal compliance.
Customers & ticket holders
Use this section if you bought, booked, reserved or received a ticket through Klap.life.
Buying tickets, bookings and reservations
What can I buy or book on Klap.life?
Depending on the organiser setup, Klap.life can be used for event tickets, reservations, bookings, tours, experiences, classes, subscriptions, memberships, seated entries, free reservations and paid access titles. The exact offer, date, time, price, capacity and conditions are defined by the organiser or facility shown on the event page.
Is Klap.life the organiser of the event or experience?
No. Klap.life is the platform used to distribute tickets, bookings and reservations and to provide access-control tools. The organiser or facility is responsible for the event, experience, schedule, location, service quality, admission rules and any information published on the event page.
Do I need an account to buy or receive a ticket?
In most purchase flows the important requirement is that you enter a valid email address and the requested buyer or attendee details. Some services, subscriptions, memberships or business-related features may require an account or login. Always use an email you can access because the ticket or order confirmation is normally delivered there.
Why do I need to enter name, email, phone number or attendee details?
These details are used to deliver your order, identify the booking, help support locate the transaction, allow the organiser to manage admission and, where required, comply with traceability, security, venue or local authority requirements. Enter accurate information because incorrect data can delay support or entry.
The event has several dates or time slots. Which one am I buying?
For calendar-based or ongoing events, check the selected date, time, booking day, ticket type and quantity before paying. Your confirmation normally refers to the date, session, service or calendar item selected at checkout. If the event page offers multiple dates, the organiser controls availability and conditions for each one.
How do seats, sectors or interactive maps work?
If the organiser uses seat maps or sector-based capacity, you may be asked to choose an area, seat, table or ticket category. Availability can change quickly while other customers are booking. Your final confirmation and QR code are the reference for the selected ticket or booking.
Receiving and recovering tickets
Where is my ticket after purchase?
After a successful purchase or booking, Klap.life normally sends an email confirmation with the ticket, booking details, QR code or order information. Check your inbox, spam, promotions and junk folders. Search for Klap.life, the event name, the organiser name or the email address used at checkout.
I paid but I did not receive the email. What should I do?
First check that the payment was completed and that you are checking the same email address used during checkout. Then check spam and promotions folders. If you still cannot find the ticket, contact support with the event name, order number if available, payment date, payer email and any payment receipt. This information helps locate the booking faster.
Can Klap.life recover my ticket?
Klap.life can help with issues concerning the sale and delivery of tickets or bookings. Recovery is easier when you provide the original buyer email, order number, ticket code, payment reference, event name and approximate purchase time. If the issue concerns event details, admission rules or organiser decisions, Klap.life may redirect you to the organiser.
I entered the wrong email address. Can it be corrected?
Contact support as soon as possible and provide proof of purchase, event name and the correct email address. Email corrections may require verification to protect the buyer and prevent ticket fraud. For personalised tickets, the organiser may also need to approve changes.
What is the order number or booking token used for?
The order number, ticket code, booking token or QR code identifies the transaction and helps support, the organiser and scan operators verify the booking. Keep it private and do not publish it online.
Entry, QR codes and ticket validity
What do I show at the entrance?
Show the QR code or e-ticket on your phone or printed ticket if accepted by the organiser. For personalised, traceable, age-restricted, membership, seated or special-entry tickets, the venue or organiser may also request identification or additional documents.
What happens after a ticket is scanned?
Once a ticket is scanned and accepted at entry, it is normally marked as used. Do not share screenshots, QR codes or ticket files because the first valid scan may be treated as the used entry. Scanned-in tickets cannot normally be refunded.
Can I transfer my ticket to another person?
It depends on the ticket type and organiser rules. Some tickets can be transferable, while personalised, traceable, membership, subscription or COVID/local-compliance tickets may not be transferable. Ticket name changes are not covered by Refund Protection and may require organiser approval.
Can I enter late?
Late admission depends on the event, venue, safety rules and organiser policy. Some events may admit latecomers only at a suitable break or may not guarantee late entry. Check the event description and contact the organiser for event-specific rules.
Can I use a ticket bought from someone else?
Use authorised channels only. A ticket can be refused if it is counterfeit, duplicated, already scanned, refunded, cancelled, personalised to another attendee or not compliant with the organiser conditions.
Payments, prices and service fees
Which payment methods are available?
Payment methods depend on the country, event, organiser setup and payment gateway enabled for that checkout. The available payment options are shown during checkout before you complete the transaction.
Why are there service fees or pre-sale fees?
Service, platform, payment, transaction or pre-sale fees support the online booking, ticket delivery, payment processing, access-control and platform services. Under the Klap.life terms, Klap.life service fees and commissions are not refundable unless a specific official policy says otherwise.
My payment failed or I was charged twice. What should I do?
Check whether you received a ticket or order confirmation. If no confirmation arrived, the payment may have failed or remained pending with the payment provider. For possible duplicate charges, contact support with payment receipts, dates, amounts, payer email and event name so the transaction can be checked.
Can I receive an invoice or receipt?
The confirmation email is the usual order reference. Tax invoices, fiscal documents or business receipts depend on the seller, organiser, country and payment setup. Contact the organiser or seller if you need a specific invoice or fiscal document.
Refunds, cancellations and Refund Protection
Can I get a refund after buying a ticket?
Tickets and bookings are generally not exchanged or refunded after purchase unless required by law, stated by the organiser, connected to an official cancellation or covered by an applicable Refund Protection claim. The organiser controls the event cancellation and refund procedure, while Klap.life handles ticket distribution and platform processing.
What happens if an event is cancelled, postponed or changes location?
The organiser is responsible for communicating event-specific options and procedures. Depending on the case, this may include a refund, credit, new date, direct organiser refund or another remedy. Follow the procedure communicated by the organiser because missing the required steps can affect the right to obtain reimbursement.
What is Refund Protection?
Refund Protection is an optional protection, when available and purchased, intended to cover specific personal reasons that prevent attendance, such as accident, bodily injury, illness or death of the attendee or an immediate family member. It does not cover every situation and does not replace the organiser cancellation policy.
How do I claim Refund Protection?
Claims must be made within the deadline stated in the Refund Protection Policy and require supporting documents, such as a doctor note, relevant certificate, incident report, original ticket or order number and proof of identity. Once a refund claim is accepted, the related ticket is voided and cannot be used for entry.
What is not normally covered by Refund Protection?
Examples of exclusions include transport delay, strikes or civil commotion, adverse weather preventing attendance, work commitments, another event at the same time, refusal at entrance by stewards or security, pre-existing illness, pregnancy discovered after purchase and ticket name changes. Always read the full Refund Protection Policy before relying on coverage.
Can I use a refunded ticket?
No. Refunded, voided or cancelled tickets are not valid for admission. If you receive a refund or your ticket is voided after a claim, do not attempt to use the original QR code.
Privacy, cookies and communications
How does Klap.life use my data?
Klap.life uses submitted information to provide the services selected, deliver tickets and bookings, operate the website, support customers, detect fraud, resolve disputes, improve products and communicate administrative or service information. Some data may be shared with the organiser, facility, payment provider, authorised partners or local authorities where required.
Does Klap.life use cookies and analytics?
Yes. Cookies can remember country, session and cart information and support parts of the website that may not work correctly without cookies. Analytics and eCommerce tracking may be used to understand page views, device type, search activity, purchases, refunds and other anonymous or aggregated usage patterns.
Can I opt out of marketing or update my data?
Registered users may be able to update preferences from their profile or a service administration area. You can also contact Klap.life using the privacy contact shown in the Privacy Policy for assistance with changing, deleting or updating previous selections where applicable.
Refunds & protection
Tickets and bookings are generally not exchanged or refunded after purchase unless required by law, stated by the organiser, connected to an official cancellation or covered by an applicable Refund Protection claim. The organiser controls the event cancellation and refund procedure, while Klap.life handles ticket distribution and platform processing.
Business, organisers & partners
Use this section if you publish events, sell tickets, manage bookings, run venues, activate promoters or use Klap.life as an operating platform.
Platform and business use cases
Who is Klap.life for?
Klap.life is built for organisers, venues, hospitality operators, nightlife, tours and experiences, sport associations, classes, membership businesses, brands, promoters and partners that need ticketing, bookings, reservations, subscriptions, access control, CRM, marketing activation and analytics in one platform.
Can Klap.life be used as marketplace, SaaS or white-label infrastructure?
Yes. Klap.life can support public marketplace-style distribution, business tools for a single organiser or venue, embedded widgets, partner workflows and white-label configurations depending on the commercial setup, payment gateway model and operational requirements.
Which fragmented tools can Klap.life replace or connect?
Depending on configuration, Klap.life can reduce the need for separate tools for event ticketing, booking calendars, QR access control, promoter/PR attribution, customer lists, email marketing, campaign tracking, search analytics, CRM, subscriptions, seat maps and reporting.
Creating events, tickets, bookings and subscriptions
What can a business publish?
A business can publish single events, multi-date events, ongoing calendars, booking slots, reservations, tours, experiences, seated events, subscriptions, memberships, classes and other access products depending on the enabled modules.
What ticket or SKU settings are supported?
Ticket and SKU setup can include names, categories, quantities, prices, currencies, presale or total price logic, pax rules, sales opening and closing times, refundable flags, entry-before rules, drink or add-on information, promo codes, UPC/EAN references and calendar-specific sub-SKUs for ongoing events.
Can we use seat maps or interactive layout maps?
Yes. Events can use uploaded maps, sectors or interactive layout mapping where ticket categories or ongoing SKUs are linked to shapes and coordinates. This helps manage tables, areas, seats, sectors or capacity blocks visually.
How are ongoing events and calendars managed?
Ongoing events can use calendar-based dates and sub-SKUs so each date or session can have its own availability, pricing, booking rules and operational settings. This is useful for experiences, venues, tours, recurring events and activities with repeated sessions.
Can event content be multilingual?
The platform supports multilingual content through language files and translated event descriptions. Where enabled, AI-assisted event analysis can help structure event information, detect ticket types and generate or translate event descriptions for supported languages.
Payments, payouts, fees and refunds
Can a business use its own payment gateway?
Payment setup depends on the commercial agreement, country and enabled integrations. Some businesses may operate with their own gateway setup, while marketplace or managed setups may use the gateway configuration provided through Klap.life. Available gateways and settlement logic should be confirmed before launch.
Who is responsible for refunds?
The organiser is responsible for event-specific refund rules, cancellation procedures and direct customer communication about event changes. Klap.life can process eligible platform refunds within the technical and payment-provider time limits. After those limits, the organiser may need to refund customers directly.
Is there a time limit for platform-processed refunds?
According to the Klap.life terms, organiser-issued refunds through Klap.life for credit card and PayPal payments can be processed only within the stated 90-day period from the original transaction date. After the defined period, disputes and refund requests become the organiser responsibility and may need to be handled directly.
Are Klap.life fees refundable to customers?
Klap.life service fees, commissions and some transaction or bank fees are not refundable under the standard terms unless a specific official policy says otherwise. Organisers should make refund conditions clear in the event description and customer communications.
What should an organiser do if an event is cancelled or postponed?
Publish a clear public update, contact ticket holders, explain the available remedy, state deadlines and tell customers exactly how to request a refund, credit or date change. The event description and official communication should be consistent because customers rely on those instructions.
Access control, scanning and operations
Does Klap.life support QR-code access control?
Yes. Klap.life supports digital ticket delivery and QR-based access control so organisers or scan operators can validate entry, reduce duplicate use and monitor admissions.
Can external scan operators or staff be linked to an event?
Yes. Scan operators can be linked to events where the module is enabled, allowing staff or trusted operators to manage check-in without giving them unnecessary access to unrelated business data.
Can tickets be personalised or traceable?
Yes. Klap.life can support personalised or traceable ticket flows where required by organiser policy, venue security or local regulations. Organisers remain responsible for using the required configuration and explaining the conditions to customers before purchase.
Can we control capacity and availability?
Capacity can be managed through ticket quantities, calendar availability, sector capacity, seat maps, SKU limits and sales opening or closing rules. The correct configuration depends on whether the business sells general admission, tables, seats, time slots, subscriptions or multi-date bookings.
Marketing, CRM and analytics
What analytics does Klap.life provide?
Klap.life can track event views, referral visits, conversions, cart activity, tickets sold, PR and promoter attribution, search analytics, email campaign performance, UTM sources and revenue by event or campaign depending on the enabled modules and available data.
Can we send marketing emails from Klap.life?
Where enabled, businesses can send event marketing emails, track opens and clicks, append UTM tracking, exclude unsubscribed recipients and avoid contacting customers who already purchased the same event. Delivery configuration depends on the sender and SMTP setup.
How does the promoter and PR network work?
Promoters and PRs can be linked to events so traffic, event clicks, referrals and sales can be attributed to the correct partner. This helps organisers understand which PRs, profiles, campaigns and entry points are producing bookings or ticket sales.
Does Klap.life include CRM tools?
Klap.life can support CRM-style account and contact management, customer lists, imported contacts, mailing-list consent, segmentation and campaign reporting depending on the active business modules.
What is search analytics?
Search analytics helps businesses understand what customers search for, which results are shown, which searches convert and which events or keywords may need better content, availability or promotion.
Compliance, content and responsibilities
What is the organiser responsible for?
The organiser is responsible for event organisation, descriptions, pricing, admission rules, cancellation policies, venue operations, customer communication, local compliance, rights, licenses, taxes, collecting-rights society duties where applicable and any content uploaded to the platform.
Who owns or is responsible for uploaded content?
Businesses remain responsible for the accuracy, legality, quality, intellectual property rights and permissions for the content they upload, including images, videos, audio, text and event descriptions. Klap.life may remove content that violates policies or creates risk.
Which support questions does Klap.life handle?
Klap.life can assist with ticket sale and delivery issues. Questions about event times, locations, age restrictions, entry conditions, service quality, programme changes, cancellations or organiser decisions should be answered by the organiser as soon as possible and before the event starts.
What data and privacy duties should businesses consider?
Businesses should collect only the information needed, keep customer data secure, respect opt-outs, maintain accurate event data and ensure their use of customer information follows applicable privacy laws and the Klap.life Privacy Policy. GDPR rights and privacy contact options are described in the Privacy Policy.
Embedding, partners and integrations
Can Klap.life be embedded on another website?
Yes. Klap.life widgets can be embedded on partner or brand websites where the integration is enabled. The widget approach lets businesses sell or promote events from their own site while keeping booking, ticketing and operational data connected to Klap.life.
Does Klap.life support integrations or APIs?
Klap.life has been developed around unified API and integration work for subscriptions, medical certificate workflows, SKU logic, payment gateways, reporting and secure internal services. Available integrations depend on the active project, business model and technical scope.
How should a business start?
Start by defining the sales model: tickets, bookings, reservations, subscriptions, seated access, recurring calendars or a mixed setup. Then confirm payment gateway, refund rules, staff access, language requirements, analytics needs and whether the event should be distributed through the Klap.life marketplace, an embedded widget or a partner/white-label flow.
Policies and useful links
These FAQs summarise the most common operational questions. The official terms, refund protection policy and privacy policy remain the reference documents.
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