FAQs
I added a booking calendar and time slots to my event, but I don’t see them on my public page.
Last Updated: May 21, 2026When a booking calendar is enabled, the calendar does not appear on the first step of the public event page. Instead, customers will see it later in the checkout process. The checkout flow works as follows: The customer selects their ticket(s). The customer enters their contact information. The customer selects a date and time from...
Square says the online processing fee is 3.3% + 30¢, but your website says it’s 2.9% + 30¢. Why?
Last Updated: May 19, 2026Square recently updated their pricing structure and now offers multiple subscription plans with different processing rates. Current Square online processing rates are: Square Free – $0/month Online processing fee: 3.3% + 30¢ Square Plus – $49/month Online processing fee: 2.9% + 30¢ Square Premium – $149/month Online processing fee: 2.9% + 30¢ If you are...
Can I publish my event without connecting a merchant account?
Last Updated: May 17, 2026No, a connected merchant account is required before an event can be published and made visible to the public. If you are selling paid tickets, the merchant account is needed to process customer payments and deposits. However, even if your event only offers free tickets and no payments are collected, a merchant account is still...
How can I have each ticket show a different attendee name?
Last Updated: April 24, 2026By default, all tickets in one order use the purchaser’s name. This means if someone buys multiple tickets, the same name will appear on all of them. If you want each ticket to have its own attendee name, you can collect that information during checkout using Custom Questions. Here’s how to set it up: Log...
Why are fees added to cash payments on Square Stand, and how can I avoid them?
Last Updated: September 22, 2025If you have Pass Fees On selected in your POS settings, our system adds fees to cover Square’s credit card processing costs. TicketsCandy does not charge fees on Square Stand orders. However, with Square Stand, the payment method (card or cash) is chosen after the order is sent to Square. This means our system cannot...
How do I change the event time format to 12-hour format?
Last Updated: September 9, 2025When you create an event, the start and end dates are entered in 24-hour format in your dashboard. However, on the customer-facing event page, the times will automatically display in 12-hour format. No additional settings or changes are needed.
How can I create a pass for multiple events happening throughout the year?
Last Updated: September 8, 2025To create a single pass that grants access to multiple events, follow these steps: Create a “System Event” In TicketsCandy, create a new event that will act as the central event to manage the pass. This will be the event where the pass is hosted, even if you are running multiple separate events. Create a...
Why are my booking time slots greyed out (unavailable) for today even though they haven’t ended yet?
Last Updated: September 1, 2025If your time slots appear unavailable before they should, check the following: 1. Verify the Time Zone If a time zone is not configured, the system defaults to UTC (0), which can cause slots to appear locked. To fix this: Go to your event dashboard. Navigate to Event Settings > General. Under Timezone, select your...
Will tracking links work for a widget embedded on my own website?
Last Updated: September 1, 2025No, the Tracking Links app only works with our hosted event pages, since that’s where the tracking scripts run. When you create a tracking link, it points directly to your event page. Unfortunately, it will not track sales through an embedded widget on another website.
What should be the dimensions of the main event image?
Last Updated: September 1, 2025The recommended size for the event featured image is 1200px x 490px. This ensures the image displays properly without being cropped. You can upload the featured image in your event dashboard under Sell Online > Event Page.