When customers add tickets to their cart, the system automatically holds these seats for a short period defined by the cart timer. During this period, the seats are temporarily unavailable to other buyers. If an order does not complete within that timeframe, the tickets are released back for purchase.This ensures that the customer has time to get their credit card and checkout without having those seats taken by another buyer

  • Cart Timer Customization:
    You can adjust the cart timer setting under the Order Settings, which can alternatively be found under Settings > Order Form. Change Countdown Minutes to any value that you would like. We do not recommend going shorter than 8 minutes as customer complaints of the cart timing out increase under this threshold.

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Releasing Held General Admission Tickets

If you would like to release held tickets before the cart timer is up, you have the option to clear these held tickets manually:

  1. Navigate to the Orders page in Manager Portal and filter for Order Status Not Complete.
  2. Locate the relevant order.
  3. Click the X next to the ticket to delete it and release the held seat for sale.

This method returns those General Admission tickets for sale, making them available again for customers.

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Reserved Seating

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Two Methods for Unblocking Seats

Method 1: Using the GA Process
Just like in General Admission events, if reserved seating tickets are held for an incomplete order, you can:

  1. Visit the Orders page and filter for not-complete orders.
  2. Locate the order and click the X to delete the ticket.

This releases the held seat back into inventory.

Method 2: Manual Override via Seating Chart
Alternatively, you can directly unblock a seat on the seating chart for a particular event time:

  1. Go to your event and select Times & Tickets. Click on your event time.
  2. Click on Mark Seats On Hold to see the current seating chart.
  3. Select the seat(s) you wish to free.
  4. Click Apply Changes to manually release the seat, making it available for sale.
Manually marking a seat as free using this method will override any seats being held in carts. Use caution because it can also mark seats that have already been sold as free, which if used improperly can cause seats to be double sold.

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