Hi there, Haunt enthusiasts!
We're so excited for the fall season to begin, and we're here to make sure your event is set up for success. Our expert team put together this resource manual so your ticket sales and onsite admission go off without a hitch. For more tips and tricks on setting up your event series, check out our live Leap Classrooms.
Ticket sales
Onsite sales
To reduce queuing, place posters with a QR code to your online event listing in your box office line. Use an online QR code generator to convert your event page link into a QR code. Customers can then buy tickets on their mobile devices and skip the line.
Exchanges
Will you allow customers to exchange their tickets for another date and time if they cannot make their original date? If so, we encourage you to take advantage of our self-service exchange feature.
These articles cover how self-service exchanges work and how to enable them:
High-volume sales
If you use your own merchant processor, contact your provider before you go on sale. Confirm your account is prepared for high-volume transactions over a short period. For certain merchants, the sudden onset of mass transactions — like on opening night — can trigger fraud alerts.
For Authorize.net customers specifically, double check your velocity filters to make sure your account isn't limiting transactions by hour or day.
Two-factor authentication for ticket buyers
To better protect your customers' accounts and their tickets, My Tickets now uses two-factor authentication (2FA) at sign-in.
Here's what your customers can expect:
- Go to the My Tickets login page and enter their email address and password as usual
- Receive a 6-digit authentication code by email, sent to the address on their account
- Open that email, then enter the 6-digit code on the My Tickets screen to finish signing in
If the code doesn't arrive
Your customer will see a 30-second countdown on the login screen. Once it finishes, a link appears to send a new code. Before requesting another one:
- Check their spam or junk folder
- Confirm they're checking the email address on their My Tickets account — the address they used to buy their tickets
- Note that only the most recent code works. Requesting a new code stops any earlier codes from working
If they've requested a new code and still aren't receiving anything, clear their browser's cache and cookies, then try signing in again.
Hardware
If you still need hardware from Leap, note that it takes four weeks to arrive once requested. All hardware requests are based on availability. To submit a request, email clients.ticketing@leapevent.tech.
If you don't have rented equipment from us, don't fret:
- You can use your own devices. We recommend testing all equipment at least two weeks before your first event.
- We also have a trusted hardware rental company, Vernon, who can assist you with hardware rental needs
A Leap Client Support Rep can recommend the right equipment for your specific needs.
Scanning tickets
Download Leap's free ticket scanning app, Axess, from the Apple App Store or Google Play Store. Log into the app with your Leap credentials, or create additional users specifically for scanning. Creating a separate user for each scanner lets you report on data per device, which shows where most of your traffic is.
These guides cover everything you need to know about using the app:
Box office sales
You can access the Box Office through your web browser, or download our Sold Out! app on your iPad or Android tablet. Our Box Office support guide covers getting started.
Operations
Now that you've got your equipment, let's make sure you're fully set up to operate.
Charge your devices
This is an incredibly important, yet sometimes overlooked, step. We recommend plugging your devices into their chargers, then into a surge protector. Devices can take a few hours to fully charge, so don't wait until the last minute.
Check WiFi
Make sure you have a good WiFi connection. All of your devices need WiFi to function properly. If you can't connect to WiFi, you'll need to use a mobile hotspot.
To test your WiFi connection:
- Set your ticket scanner in the area you'll be scanning tickets
- Process an order in the Box Office, wherever your box office window will be
- Scan the ticket you purchased where you've placed the scanner
This confirms your WiFi is strong enough to keep the scanners syncing new ticket purchases.
Set up hardware
Open and test all your hardware:
- Set up scanner users, if you have individual users for each scanner
- Log into all of your scanners
- Test that you can scan newly purchased tickets
- Open the Box Office interface by logging into admin.leapevents.com and selecting the Box Office tab
- Check that all of your ticket types are priced correctly and available for sale
- Set up and test your Boca printer, if you'll be printing thermal tickets
- Install the correct printer driver on your computer before you print. Driver download links are in Setting up a thermal printer.
- Make sure Sidekick, the application that helps you print thermal tickets, is up to date. See Printing tickets with a thermal printer and Using Sidekick for thermal printing.
- Having trouble setting up your Boca or printing tickets? Check our thermal printing troubleshooting guide.
- If you're using credit card swipes in your Box Office setup, do a test run to confirm they're still compatible with your merchant account
- Magswipe devices are no longer officially supported by Leap for clients across all merchants. Box office transactions can still be performed, but most card info must be typed manually.
- To comply with industry standards, we recommend an EMV or M2 reader so all card details populate through the card reader.
- See our EMV terminal setup guide and video.
Questions
If you have questions, email clients.ticketing@leapevent.tech.