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How to Cancel Your Event

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Before You Begin

Review the event times, refund or reschedule option, and attendee notification before confirming cancellation. Payment-processing fees may still apply.
  • For General Admission, select an event time that has not ended and has at least one attendee. Flex Pass cancellation applies to the whole event.
  • Available options depend on whether you select one event time or several.

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Step-by-Step Cancellation Guide

  1. Log in to Manager Portal
  2. Locate Your Event
    • Click “Events” in the top navigation rail.
    • Find and click on the event you need to cancel.
  3. Begin the Cancellation Process
    • In the left-hand navigation, click “Order Management.”
    • Select the “Event Cancellation” button.
      Account Owners and Admins can use the event cancellation flow. If you have one of these roles and do not see the button, contact SimpleTix Support for help.
  4. Choose your event times Select the eligible event times you want to cancel. Flex Pass events skip this step because cancellation applies to the whole event.
  5. Choose your event cancellation method
    If you select multiple event-times at once you will only have the option to refund to Square Gift Card. To reschedule multiple event-times you have to go through the flow for each event-time individually
    Rescheduling options are available for General Admission events only. For Reserved Seating and Flex Pass, the only cancellation option is a refund to Square Gift Cards. Gift-card refunds require Square as your payment processor and Square Gift Cards enabled under Settings → Order Form.
    1. Refund to Square Gift Cards
      • Review the gift card amount before confirming.
    2. Switch Tickets to a New Event Time
      • Convert all tickets to match a new time slot.
    3. Ask Attendees to Choose a New Time
      • Attendees receive instructions to select from available time slots corresponding to their current ticket types.
    Refunding to gift cards or asking attendees to choose a new time turns off sales for the selected event times. When switching tickets to a new time, review sales availability separately.
  6. Notify Attendees
    • The Event Cancellation flow will allow you to send an email and a short text message to all attendees letting them know that the event has been cancelled.
    • If letting attendees choose a new time, ensure that you leave #CHANGETIMESLOTURL# in the email as that will auto-populate with the link for them to reschedule

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Refund Selected Orders With Bulk Refund

For General Admission and Reserved Seating events, an account Owner with Bulk Refund enabled can refund selected orders from Order Management → Bulk Refund, including eligible orders for a past event time. Choose one event time and select the orders on the current page. Review refund rules, amounts, exclusions, and the destination before verifying by email and initiating. See the Bulk Refund guide for the complete steps and batch reports.
Bulk Refund is separate from Event Cancellation. It does not stop ticket sales or send a cancellation announcement, and it does not automatically select every order for the event. Event Cancellation refunds only to Square Gift Cards. To refund to the original payment method, use Bulk Refund.
If Bulk Refund is unavailable or the event type is not supported, contact SimpleTix Support from the account Owner’s email with the event and refund details.