FAQs – UNATION

TICKET FAQs

It’s really easy.

To get started, you just have to join UNATION, which takes about a minute. Right now we are letting people join through the iPhone App, Android App or unation.com.

How do I create my first event?

It’s really easy.

Again, really easy. Just tap the + on the bottom menu of the mobile Apps, or the + on the left hand menu of the desktop version. From there, just start editing the fields you would like to include in your event. It’s all in line and very easy to navigate.

So how do I add my ticket?

As you input content when you are creating an event, one of the options as you scroll is “Add Ticket.” Just tap that button and you will be directed to fill out your ticket information, like price, promo codes, etc. Really couldn’t get much easier.

One thing however, you will have to link your bank account the first time (one time only) you try and create a ticket with a dollar amount. This is so we can pay you.

Do I need to charge sales tax for my event?

Each State has different laws regarding how sales tax is collected. The best way for you to handle any taxes you may owe for your sales is by working directly with a tax advisor. UNATION cannot tell you if you need to charge tax or how much you need to charge if you do. If you’re not sure if you might be responsible for taxes on your sales, your State’s department of revenue website is a good place to start learning more.

Is linking my bank account secure?

Absolutely! UNATION has no access to your bank account, it is done through Stripe, which is a secure payment processor. If you would like to learn more about Stripe, you can visit www.stripe.com.

To that point, you will have to set up an account with Stripe, which only takes a couple minutes. It’s free and easy as well. And as you earn money from your tickets, Stripe securely holds that money in your Stripe account and then releases funds to your Bank as often as every day that tickets are sold.

No need to worry about setting up a Stripe account now, we will link you to the Stripe sign up form when the time comes in the ticket creation process.

Can I edit my bank account once it’s linked?

Yes, you can edit your bank account by signing into your account on stripe.com and clicking the “Balance” option on the left menu of your dashboard. Next, select “Settings” and from there you can edit your bank account information.

I’m not a techie, is this difficult?

Not hard at all. In fact it is really easy and we pride ourselves on making this whole process as painless as possible for our users. If you can post on Facebook or write an email, you will have no problems understanding how to create an event and add a ticket on UNATION. The most advanced section is linking your Stripe account, but that too is pretty pain free. But if you would still like to see the exact steps — check out this link.

How do I share my event on UNATION with my attendees?

Again, really easy. If you create a public event then you will have a public URL that you can share. You can also invite people over email and share the event to all of your favorite social channels.

If it’s a private event, you will need to invite your guests over email and there will be a cookie attached to the link in their email that grants them permission to view the event, but they won’t have the ability to share.

As an added bonus, if you create a public event on UNATION and put that event into relevant categories, your event will be in front of all the UNATION users searching for things to do.

Can people in other countries use UNATION to buy and sell tickets?

When a user on UNATION sets up their account to sell tickets for the first time, they will be asked to set up or link their Stripe account. Stripe is the payment portal linked to UNATION that processes all ticket transactions. Setting up or linking a Stripe account is a one time thing, simple to do, and can be done in less than 5 minutes. Stripe allows transactions in over 20 countries. To view the list of supported countries, you can click here.

If you have any other questions, you can email [email protected]

How much does UNATION cost?

It’s free, and will always be free, to join and use UNATION.

Using UNATION, you can create both free events and charge admission to your events. When you create an event where you are charging people, there are two fees associated – Stripe charges 2.9% + 30 cents on the checkout price, while we charge a small flat fee per ticket depending on the ticket price that will never exceed $5.95:

Free Event –> No Fee
$1 ~ $34 –> $0.99*
$35 ~ $74 –> $1.95*
$75 ~ $124 –> $2.95*
$125 ~ $199 –> $3.95*
$200 ~ $249 –> $4.95*
$250 & UP –> $5.95*
*UNATION service fee per paid ticket

With UNATION, you can choose to pay one or both fees yourself, or pass the fees on to your customers with their ticket price. This can be adjusted during the event creation process.

In the example above, if the price for your event is $30 per ticket, UNATION’s service fee would be $0.99 per ticket, while the Stripe processing fee would be $1.23 per ticket (2.9% of $30 + 30 cents). If you then chose to pass both of these fees onto your customers, they would pay $32.22 ($30 + $1.32 + $0.99) and you would make $30 per ticket.

On the other hand, if you chose to not pass on the fees and pay both fees yourself, your customers would pay $30 and you would make $27.81 ($30 – $1.23 – $0.99) per ticket sold.

Feel free to play around with these numbers during the ticket creation, the calculator will change accordingly!

How can I start accepting payments for my paid event?

Before you can begin accepting money, we need to know two things:

1) Who is receiving the money (legal name not just display name)

2) Where the money is being sent (your bank account)

Contact Information: This Contact Information needs to be the legal name and email address of the individual who will be receiving the money. This is for your protection as well as ours. NOTE: This is NOT the same as the event contact. When you create your event, you will have the opportunity to enter a different contact name for the event itself.

Billing Information: UNATION is not a bank and we do not want to be in the business of holding your money. We don’t even want to see it! We let our Secure Payment partners do that for us. Right now we are using only one partner: STRIPE (more to come)

If you have an account already, all you need to do is link your account to your UNATION account. This is quick and easy. You will be prompted to do this when you begin to create a non-free ticket level inside an event. Follow the instructions to log in and link your account. That’s it. You’re ready to create and sell event tickets!

If you don’t have an account with Stripe, you will need to sign up for one to make sure your money and information is kept safe and secure. Creating an account is easy, just make sure that you have your banking information handy.

General

What does the physical ticket for my event look like?

Here is an example of what your printable e-ticket would look like:
How to enable an e-ticket for your event: When creating or editing an event there will be an “Add Ticket” button. By clicking this button you will be able to create as many price levels of tickets as you wish. For everyone who registers for your ticketed event, an e-ticket will automatically be generated and sent to them for access to your event. E-tickets can also be free and used simply for registration purposes.

How do I know when someone has registered for my event? (Confirmation Emails)

Every time someone successfully registers for your event, both you and the registrant will automatically receive a confirmation email containing their registration details (a receipt, basically). You will receive a copy of each confirmation email that gets sent out to your customers.

Here’s an example of what the confirmation email looks like:

The information in this confirmation email is automatically generated based on the details of your event.

By default, the organizer’s email address associated with his or her UNATION account will be the one who receives these confirmation emails.

How can I email people who have registered for my event?

Email is the primary way for event organizers to keep in touch with their attendees, and we’ve made it super simple and easy to do so with yours. Here’s how:

From your Admin Dashboard (the first page you see after logging in), find the event with the attendees you wish to email, and click the “Details” button to the right of it.

On the next page, click the “Send Email” button near the top. Note: if your event does not yet have any registrations, you will not see this button.

After clicking “Send Email”, you’ll see the below form for sending emails:

As you can see in the section labeled “Send to:” in the image above, you have the following email recipient options:

All registrants: Everyone who has registered and is paid in full. For example, if the start time of your event changed, or you have to cancel the event due to bad weather, this is how you would tell people.
AllProspects: People who started but never finished registering. These are very “warm” sales leads and emailing them can be a great way to boost your registrations!
Results from report: All the people included in areport you previously created.

Once you’re done crafting your message’s content in the “Body” section, click the “Send the Email” button at the bottom to send it to your selected recipients.

On the other hand, if you’d like to only email an individual registrant or prospect, you can do so from the Registration Details page for that customer.

How can I re-send a registrant’s confirmation email?

There are a lot of reasons you might have to resend a registrant’s confirmation email:

The registrant mistyped their email address when registering, and they never got the automated confirmation email.
The registrant did receive it originally but accidentally deleted it or can’t find it anymore, and would like to receive it again.
You, as the organizer, would like to resend it to someone besides the registrant. For example, to yourself for your own official records, or to another administrator for your event.

Resending someone’s confirmation email is easy.

First, after logging in to UNATION, find the event that your customer registered for and click the “Details” button to the right of it.
Next, find the customer in question by scrolling through the list(s), or use the search bar.
Once you’ve found the customer, click the “View” button to the right of their name.
On this page titled “Registration Details”, click the “Actions” button in the top right corner and then click “Resend Confirmation” in the dropdown menu.

In the “To:” field, you will see the email address that the registrant submitted when registering for the event. You have two options here: (A) You can leave the email address as-is to re-send the confirmation email to the registrant, or (B) you can change the email address in the box to someone else’s email address, for example your own or a fellow administrator’s.

NOTE: If you do (B), then you’ll notice that after sending the email to a different email address, if you come back to this screen, the email address will be reverted back to the original registrants’ email address. This is normal.

How can I print an attendee’s tickets?

Assuming the attendee is already registered for your event, printing their ticket is simple.

First, after logging in to UNATION, find the event in question and click the “Details” button to the right of it.

Next, find the attendee in question (by scrolling or via the search bar) and click the “View” button next to their name.

On the attendee’s “Registration Details” page, click the “Actions” button in the top right corner, and then click “View Ticket” in the dropdown menu to open the PDF.

Payments

I’m an event organizer. How can I start using UNATION?

Step 1: Sign up for UNATION

Signing up for UNATION is fast and FREE – All you need to create a UNATION account is a valid e-mail address and a password of your choosing.

Go to https://www.unation.com/#/auth/signOn to sign up if you haven’t already! OR download the app from either the App Store or the Google Play Store.

Step 2: Create your first event

*It is recommended that you create your Brand before you create events. That way when people discover your event they can find more about you or about your business! To do this see, “How to create a Brand”

To create your first event, log in to your account and click the grey create event plus sign (+) that you see on the bottom tool bar.

You’ll be taken to the event creation where you’ll see the following sections to fill out:

Event Information

* Required

After you click “Publish”, congratulations! Your event is now live! If you made it public, people will be able to find your event, buy tickets, and share your event across tons of platforms. If it is a private event, the only people that will know it exists are the people that you invite and the event cannot be shared.

To learn more about privacy check out “What is the difference between a Public and Private event?”

Step 3: Link your bank account

This step is necessary if you’re planning a paid event. (Hosting a free event on UNATION is FREE!)

If you have not linked your bank account you will be prompted to do so if/when you try to save a ticket level other than Free. When prompted, click Stripe and follow the steps to linking an account. More on that at “How can I start accepting payments for my paid event?”

Oh, and if you are going to want to “check” people in for the event, you can do that right from the UNATION Check-in app. You can find the Check-in app in the App Store only! (sorry not in the Play Store)

What are the technology requirements to use UNATION?

Anyone with an internet connection and a web browser and/or an iPhone or Android can use UNATION!

What that means is that you absolutely do NOT need any programming or design skills to use our product. As one of our customers so aptly said, “If you can run a Facebook page, you can use UNATION.”

UNATION works on all modern browsers, but if you are using version 8 (or lower) of Internet Explorer, you may not be able to use all the functionalities of UNATION. For an optimal user experience, we recommend upgrading to Internet Explorer 9 or higher, or Chrome 10 or higher. For the mobile app, you should be using iOS 7.1 or later, Android requires 4.2 and up.

How do I edit an existing event?

It is all too easy. Once you find the event that you would like to edit, open it up. In the upper right is a pencil that will make the event editable. Just make sure you tap publish after you finish your changes so your event will be saved!

Where can I see the details for someone who registered for my event?

Here’s how to view the payment and registration details for any customer that registers for your event:

After logging in to UNATION, find the event that your customer registered for and hover over the theme (on the web) or tap the theme on the phone. Select Registration.
Next, find the customer in question by scrolling through the list(s), or use the search bar to locate the registration for your customer
Once you’ve found the customer, click the “View” button to the right of their name.
On this page, titled “Registration Details”, you can see:
- Payment info:Amount, Status, Date & Time, and Notes
- Status:This will be either “Registered” or ” Prospect”
- Confirmation Number:A unique ID number assigned to that registrant
- Registration Info:All the information the registrant filled out and submitted including their name, email, and whatever other information you asked for on your registration form

There are several actions you can take on a given registration:

Click the “Actions” button in the upper right-hand corner to:

Request Payment:Automatically send an email to the customer with a link to submit their credit card information for the requested amount
Receive Payment:Input a payment you received from this customer outside of the UNATION system. This may include taking cash or other forms of payment at the door of the event.
Send Email:Email the customer through UNATION
Resend Confirmation:Automatically resend the confirmation email that was originally sent to the customer when they registered for your event
Move to Prospect:Change the customer’s registration status from “Registered” to “Prospect”.
View Ticket:View a downloadable version of the customer’s ticket (for non-ticketed events, this option will not be shown).

Click the “Edit” button to the right of the registration to edit a customer’s registration info

What does the PROSPECT label mean?

After a few people have registered for your event, you may notice that some of “REGISTERED” label next to their name, while some have “PROSPECT” label. REGISTERED means that the customer has successfully completed the registration process all the way through and is paid in full.
PROSPECT means that that person started filling out your registration form, but did not pay and complete the process through to the end.

You can sort your customers by “REGISTERED” or “PROSPECT” by clicking on “STATUS” at the top of the column.

What’s great about the PROSPECT label is these are people who have expressed a strong interest in your event, and are really strong sales leads. A great way to boost your ticket sales is to re-market to these people by sending them an email asking them to complete the registration process.

Is there any way for me to scan tickets and check people in on the day of my event? (iPhone app)

Yes, there is!

We have a mobile app that works on any iOS device (iPhone, iPad, or iPod Touch). The app is very simple and allows you to:

Scan tickets at the door
Process a payment for a previously created registration

Not only that, you can have multiple people using the app on multiple devices at the same time, to get attendees into your event more quickly! Download the app free in the App Store!

How do I delete an event once it’s finished?

This can be done in the Event Edit process. Find the event that you want to delete, either tap or click the Edit Pencil and at the bottom you will see a Delete button. BUT WAIT… Why delete an event when you can use the event to market for future events? If you had a great turnout and added some photos showing off what a great time your guests had, you can use this event to help entice others to come to your next event in the future.

You can also make the event PRIVATE so that it’s hidden from public view and people can no longer register for the event. This way, you have all the benefits of deleting an event (hiding it from view and preventing new registrations), as well as the benefits of not deleting it! Keep the valuable event, customer, and/or payment data you might have collected to refer back to in the future. (You never know…).

Events

What is the difference between a Public and Private event?

If you make the event public, people can and will find it based on its categories and location…and if it’s interesting enough, they may even follow it. If you make your event private, only the people you invite will know it’s happening.

How to create a Profile?

Everyone can make their very own profile. This is the page that people see when they click on your profile pic. So, put your best face forward, people talk. : )

Tap the profile icon on the bottom menu, tap the edit button, and have at it. Make sure to feature your best content (photos and events) below your brand image.

How much does UNATION cost?

It’s free, and will always be free, to join and use UNATION.

Using UNATION, you can create both free events and charge admission to your events. When you create an event where you are charging people, there are two fees associated – credit card companies charge 2.9% + 30 cents per ticket, while we charge a small flat fee per ticket depending on the price of the ticket that will never exceed $5.95:

Free Event –> No Fee
$1 ~ $34 –> $0.99*
$35 ~ $74 –> $1.95*
$75 ~ $124 –> $2.95*
$125 ~ $199 –> $3.95*
$200 ~ $249 –> $4.95*
$250 & UP –> $5.95*
*UNATION service fee per paid ticket

With UNATION, you can choose to pay one or both fees yourself, or pass the fees on to your customers with their ticket price. This can be adjusted during the event creation process.

In the example above, if the price for your event is $30 per ticket, UNATION’s service fee would be $0.99 per ticket, while the credit card processing fee would be $1.23 per ticket (2.9% of $30 + 30 cents). If you then chose to pass both of these fees onto your customers, they would pay $32.22 ($30 + $1.32 + $0.99) and you would make $30 per ticket.

On the other hand, if you chose to not pass on the fees and pay both fees yourself, your customers would pay $30 and you would make $27.81 ($30 – $1.23 – $0.99) per ticket sold.

Feel free to play around with these numbers during the ticket creation, the calculator will change accordingly!

How and when will I get paid?

Every Friday, payments for your ticket sales from the previous week will be automatically deposited into your account* minus any applicable fees i.e. the credit card processing fee and UNATION service fee**.

You will also receive an email confirming the payout and the amount. The email will be from [email protected] and will say “Payment from UNATION” in the subject line.

The money is deposited directly to your bank account for the transactions that took place in your account during the most recent payout period.

The weekly payout period is from Tuesday 7:00 PM (Easter Standard Time) until the following Tuesday 7:00 PM. (During Daylight Saving Time, the payout period would be from Tuesday 8:00 PM until the following Tuesday 8:00 PM). That means if someone pays you on Monday, those funds will be included in the deposit on Friday of the same week i.e. 4 days later. However, if someone pays you on Thursday, those funds will be included in the deposit the following Friday i.e. 8 days later.

Transfers are sent via ACH (direct deposit) to your linked bank account. Funds are automatically deposited into your account and usually available within 1~2 business days.

What are “Reports” and how do I use them?

Put simply, Reports allow you to sort, filter, and/or categorize your attendees and their registrations. They also show you payment for tickets, and ticket sales.

What can I do with UNATION?

Too many things to list here, but here are just some of the functionalities we offer:

Create free online landing pages for your brand and your events
Customize your landing page images and design to match your brand
Accept online (and offline) registrations & payments safely and securely
Create promo codes and complimentary tickets to promote your event
Get paid every week via direct deposit
Get paid in 139 different currencies
Gain access to information on your event attendees
Process 1-click refunds yourself, right from your UNATION account
Communicate with your current and potential customers and event attendees
Share your events to your social media pages
…and more!

Attendees

How can I start accepting payments for my paid event?

Before you can begin accepting money, we need to know two things:

1) Who is receiving the money (legal name not just display name)

2) Where the money is being sent (your bank account)

Is my banking information secure?

First, we take the security of your data very seriously, and we take extra care to ensure that the data collected is done so in a responsible and secure manner. This includes the use of SSL encryption on all pages which receive information from either the event organizer who creates an event on the UNATION platform, or an event registrant.

The personal information we collect in the form – legal name, and email, etc. – is to verify the identity of a person (any person) who is associated with the bank account, in compliance with the Patriot Act.

Banking information you submit allows us to securely direct deposit funds into your bank account. We never actually see your banking information since everything is collected securely and separately by our partners.

Once again, because it bears repeating, you can rest assured knowing that:

Your data is protected by SSL encryption
We maintain full Payment Card Industry (PCI) compliance throughout the process of collecting and processing credit card payments on the UNATION platform
We never actually see your bank account information

Where can I get a receipt for my paid registration?

As an organizer, every time someone successfully completes a registration and buys a ticket for your event, both you and the registrant will automatically receive a confirmation email containing their registration details. This confirmation email doubles as a receipt. You (the organizer) will receive a copy of each confirmation email that gets sent out to your registrants.

When someone pays for an event on UNATION, what does the charge look like on their credit card statement?

QUESTION #1: Does the charge should look something like this? “Businessname City State”

QUESTION #2: Did you or a family member recently register online for an event?

If you answered “yes” to both questions, the organizer of the event you signed up for was using UNATION Ticket Admin to process your payment.

So if you attended an event that was hosted by an organization called “ABC Organization”, the charge on your credit card statement would look like this: ABC Organization City State

If you’re still concerned, you can give us a call at 813-349-2020 and we’ll gladly look into it for you. To help us look up the charge, please have the following information on hand when you get in touch with us:

Date the charge posted to your account
Description of the charge, as shown on your statement
Amount of the charge

Why was my credit card declined?

Unfortunately when the payment processing company declines a transaction on behalf of your bank or card issuer, it does not tell us why.

You will need to contact your bank or card issuer to find out the specific reason your card was declined, since they are the one declining the transaction, and not us.
Your card may have been declined by your bank or card issuer for a variety of reasons; common reasons include:

There are not enough funds available to process the transaction.

If you recently deposited funds to your debit or prepaid card, sometimes those funds are not available right away. Likewise, if you recently made a payment to your credit card, your payment may not have been applied to your account yet. Also, if another merchant has placed a “hold” on your account, this may unexpectedly reduce your available balance. Contact your bank or card issuer, or log into your account on their website to check your balance.

Prepaid cards and gift cards (i.e. any cards that are temporary and without your personal information) may or may not be accepted.

Some prepaid card and gift card issuers allow you to register your card, typically through their website. In some cases, registering your card and entering your name and mailing address will enable the card to work. Information on how to register the card is usually listed on the back of the card or the packaging the card came in.

Some electronic cards may work, but others may not.

This will depend on the issuer of the card and whether our payment processing company supports that card type. Unfortunately not all electronic cards are supported.

Your bank has aggressive fraud detection measures and is blocking the transaction.

Some banks and card issuers will block any transaction they feel is not normal for your spending habits. This is usually based on what you have purchased in the past and what they expect you to purchase in the future. You would need to contact your bank or card issuer and explain that you are trying to make a purchase and request they remove the block.

The card is issued outside the U.S. and is for “domestic use only” or does not allow international transactions.

Some cards issued outside the United States that are marked for “domestic use only” or something similar usually won’t work because those types of cards are typically not connected to the international payment network and only work locally. Some banks offer two cards; one that can only be used locally, and one that works worldwide. Ask your bank or card issuer if your card can be used internationally for internet transactions.

Your card issuer or bank has disallowed internet transactions.

Although not typically seen on cards issued in the U.S., some foreign card issuers and banks disable internet transactions. Contact your bank or card issuer to make sure you can use your card for internet purchases. Sometimes all you need to do is request that it be enabled. Other banks issue more than one card with different features and may ask you to upgrade to a different card type.

You are trying to pay with an unsupported card type.

We accept MasterCard, Visa, Discover Network, American Express, JCB and Diners Club International. Some other card brands may work, since they may have an alliance with one of these major brands. You can always try your card and see if it works.

Your bank or the payment processing company’s network may be experiencing technical difficulties or be down for maintenance.

This does not happen very often, but it does happen from time to time, often when there are large numbers of transactions flowing through the system, such as during the holidays. If the payment processing company cannot reach your bank to approve the transaction, they will typically decline the transaction in the bank’s place. In this case, the only thing to do is try again later when the system is back up.

These are only possible reasons why your card was declined. Since the bank or card issuer did not tell us why, you will need to contact them for the reason your transaction failed.

Are international currencies supported on UNATION?

You can accept payments in your supported currencies from almost any credit card and debit card, no matter where your customer lives. Customers in other countries may be charged additional fees by their individual bank.

If you’d like to charge international customers in their local currency, we’ll automatically convert funds,

US and Europe

Currently, businesses in the US and Europe can create charges in the following 139 currencies. Some of these currencies are zero decimal currencies that require an amount in regular denomination (as opposed to in cents for all other currencies) when creating a charge, because of the conversion equation.

Please note that some currencies are unsupported for American Express cards.

(*) Unsupported by American Express.

Transfers in the US

In the US, we’ll automatically convert any foreign currencies and transfer your funds in USD to a bank account in the US.

Transfers in Europe

We’ll automatically convert your funds to your default currency so they can be paid out to your local bank account in either USD, EUR, or GBP:

USD can only be transferred to a bank account based in the US.
EUR funds can be transferred to any supported EUR bank account in one of the European countries
GBP can be transferred to a bank account in the UK and bank accounts in Ireland that support transfers via BACS.

Canada

You can charge in Canadian dollars (CAD) and US Dollars (USD).
We can transfer your CAD funds to Canadian bank accounts and USD to bank accounts in the US or Canada.

If you don’t have a supported bank account for a given currency, we’ll automatically convert your funds to your default currency so they can be paid out to your local bank account.

How do I issue a refund?

Issuing a refund for a customer is simple and can be done from within your UNATION account!

First, go to your Ticket Admin (from the left hand menu). Find the event the customer signed up for and hover over the theme to select Registrations.

Next, you’ll have to find the specific customer who needs a refund. You can do this by scrolling through the list, or by entering the customer’s name or confirmation number in the search bar at the top of the page. Once you’ve found the customer, click the “View” button to the right of their name.

On the next page, you will see the customer’s Registration Details. Scroll to find the transaction that you want to refund. NOTE: You can only refund credit card transactions in this way. Click the orange Refund button below the customer’s transaction information.

When you’re finished, click the Save button. After submitting the refund details, the transaction will be immediate and the customer will receive an email notifying them of the refund.

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TICKET FAQs

General

Payments

Events

Attendees

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