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Event troubleshooting tips

  • Updated

These are common questions that come up when managing a GoFundMe Pro event.

Why are tickets not appearing?

There are a couple of reasons why tickets will not appear for attendees to purchase.

Ticket availability date

A ticket will not appear for purchase if the ticket’s availability is set to a date in the future or if the date has expired. To fix this:

  1. Edit your campaign, select Details, and then select Tickets or Registrations
  2. On the ticket that is missing, select Edit Details
  3. Adjust the date range to set the availability to a current time frame
  4. Select Save Changes

Tickets are sold out

A ticket will not appear on your event’s page if that ticket is sold out. First, verify the remaining quantity of your tickets by viewing the Tickets table on the campaign’s Overview page.

image of a chart breaking down each ticket type and the amount that have been sold and the amount remaining

If the ticket shows 0 remaining, then it has sold out. To allow more attendees to purchase the ticket:

  1. Edit your campaign, select Details, and then select Tickets or Registrations
  2. Increase the Quantity of the ticket
  3. Select Save Changes

Why are registrations unavailable?

There are three main causes why registrations might be unavailable for your event.

Event end date

If your event’s end date has passed, attendees cannot select the Register (or Get Tickets for ticketed campaigns) button on your event page. To fix this:

  1. Edit your campaign and select Details
  2. Select About
  3. Under Day of the event adjust the End Date to a date in the future, or select No end date.

Registration status

Registrations will not be available if the registration status is set to Closed. You can change this by going to your campaign’s Fundraising Settings and toggling the Registration status setting to Open.

image of fundraising settings in a campaign and the registration status

Registration availability date

Registrations will not appear to your supporters if their availability dates have expired or are set in the future. To fix this:

  1. Edit your campaign, select Details, and then select Registrations
  2. On the registration that is missing, select Edit Details
  3. Adjust the date range to set the availability to a current time frame
  4. Select Save Changes

How do I add attendees to an existing ticket?

There is no way to add attendees to a completed ticket transaction. Instead, add the attendees to your event through an offline ticket. To do this:

  1. Create a free, hidden ticket in your event
  2. In GoFundMe Pro, go to Campaigns and select the specific campaign
  3. Under Add to campaign, select Offline ticket to enter the purchaser and attendee information

How do I delete attendees?

You cannot delete an attendee in GoFundMe Pro. But, you can either archive the attendee or change their RSVP status to remove them from reporting.

Learn more about removing attendees.

How do I create sponsor or group tickets?

If you have event sponsors who need a way to pay for a group of tickets, create a ticket with more than one attendee and set the price to include the total cost.

For example, you can create a group ticket for 8 attendees. To do this:

  1. Create a ticket in your event and title it “Table of 8”
  2. Change the Attendees per ticket to 8 attendees
  3. If the cost of an individual ticket to your event is $100, then set the cost of this ticket to $800 (or any other amount that makes sense for your event)

Now, your sponsor can purchase this ticket and fill in the data for the other seven attendees during checkout.

What happens if a ticket purchaser doesn't have all the information for each attendee they are registering?

If you use Salesforce integration, unique placeholder information must be entered for each attendee to create a Contact record correctly. We strongly recommend that directions are placed in the details of each ticket/registration asking the donor to use a placeholder First Name and Last Name for each attendee.

For example, if Alex Harjo wants to register three attendees, they can use the mostly the same info for each person, but name their guests’ first names Alex1 and Alex2.

This ensures Salesforce creates a unique Contact record for each of the attendees. You can always update the attendee records later on.

To learn more about how Contact records can be created from attendees, see our guide.

How can I stop fundraising pages being created?

Turn off the option to create fundraising pages or teams in your campaign settings. To do so:

  1. Edit your campaign and select Details
  2. Select Fundraising Settings
  3. Set the status to Closed and save changes

Can I remove a button on the landing page?

You can’t completely remove a button, but you can make it transparent so it is not visible on the landing page of your event. To hide the button:

  1. Edit your event and select Pages > Landing Page
  2. Scroll through the settings and find the color and style options for the donate button
  3. Select the color circle for the button
  4. Enter RGBA (0, 0, 0, 0) into the color field
  5. Change the button style to any of the Wire options
  6. Scroll back to the top of the page and select Save & Update Page

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