// Support
Help & Support
Answers to what people ask most. If yours is not here, email us and a human will reply.
// Contact
We aim to reply within two working days. Include your username and, for anything about a ticket, the event and the date.
Account
I cannot sign in
Use the same method you signed up with. If you created your account with Google, or with Apple in the app, use that rather than a password. If you signed up with an email and password, use the reset link on the sign-in screen, or ask for a one-time sign-in link to your email. If the reset email does not arrive within a few minutes, check spam, then email us.
How do I change my email address?
Open Edit Profile, scroll to Account, and enter the new address. We send a confirmation link to that address. The change only takes effect once you open the link, so the old address stays active until then.
How do I delete my account?
See Delete your account. Deletion removes your profile, portfolio and personal details straight away. Conversations, invoices and tickets you share with other people stay for them, with your name shown as “Deleted user”. If a commission is in progress, an event you organise has tickets sold, or a payout is still owed to you, you'll be asked to finish or cancel it first. Records we are required to keep for tax or accounting are handled as described in the Privacy Policy.
Tickets and events
Where is my ticket?
In the app, open your profile and go to Tickets. On the web, it's under My Tickets on your profile. Bought without an account? Open the link in your ticket email, or sign up with the same email address to see it alongside the rest. Each ticket carries its own QR code, which is what gets scanned at the door. You do not need to print anything. If a purchase went through but no ticket appeared, email us with the date, the event and the phone number or email you paid with.
My payment was taken but I did not get a ticket
Email us the same day if you can. Include the event, the amount and the number or email used to pay. We can trace the transaction with our payment provider and either issue the ticket or return the money.
Can I get a refund?
Yes, whenever the event changes. If it's cancelled, you're refunded automatically, to the account you paid with. If the date or venue changes, or the event is postponed, you can request a refund from your ticket on the website or in the app, until doors open. Bought without an account? Sign up or sign in with the same email address to request it. The refund is the ticket price; the platform fee and payment processing charge are not refunded. The full details are in our Refund Policy.
Can someone else use my ticket?
A ticket admits the number of people shown on it. If you bought for a group, it's one QR code for everyone, and door staff admit your party from it, together or as people arrive. Once all its admissions are used, it stops working. Some events check ID against the name on the ticket.
Hiring and commissions
How does hiring someone work?
Open a creative's profile and tap Commission Work. You describe what you need, when you need it, and roughly what you can spend. That opens a thread with them. They reply with a proposal covering scope, price, deposit, delivery date and revisions, and you agree the terms there.
Does STAGD handle the payment for commission work?
No. Commission payments are settled directly between you and the creative, off the platform, and STAGD does not take a commission on what they earn. The app is where you agree the terms and keep the record of them.
What is the base rate on a profile?
A starting point, not a fixed price. It is the lowest a creative would take for a typical job. The real number is agreed per project once they have seen the brief.
What do the badges mean?
A blue tick means STAGD has verified the account; verification is granted by our team, not applied for in the app. A yellow star means the creative is one of the Founding 50, a group of creatives we invited and onboarded personally when STAGD launched.
For organisers
What is the Organizer Portal?
Your workspace for running events on STAGD. Each event gets one place for sales, attendees and check-ins. You also get tracking links for your posters and partners, messages to your audience, and a payout timeline for every event. The portal works on the web, and the STAGD app handles event creation, promo codes, door staff and scanning. More on the organisers page.
How do I get access?
Apply from the Organizer Portaland we'll get back to you. Organisers who have run two successful events on STAGD get access automatically. You don't need the portal to list an event: anyone with a verified account can create one and sell tickets.
What does it cost to sell tickets?
Nothing for organisers. You keep the full ticket price you set. Buyers pay a platform fee and a payment processing charge on top, shown at checkout.
When do I get paid?
Payouts are prepared from 72 hours after your event ends and sent by bank transfer to the account you add. You can follow each one on its timeline in the Organizer Portal.
How do door staff and scanning work?
Add your team as door staff by username or email. They scan tickets in the STAGD app, which keeps working if the venue's internet drops, or on the web. One ticket can admit a group, and you can see who let each guest in. Staff can also sell at the door: the buyer scans a QR code and pays on their own phone.
Can I message people who bought tickets?
Yes. You can message everyone holding a ticket to your event, and send updates to past buyers who chose to hear from you at checkout. You never see their email address or phone number. To keep inboxes respectful, STAGD reviews these messages before they go out, and each person gets a limited number of updates a week.
Safety and reporting
How do I report someone or something?
Every profile has a menu with a report option, and reviews can be reported individually. Reports reach our team directly. You can also block an account from its profile, which stops them messaging you.
I found a bug
Use the “Something broken?” link in the app or on the web, which sends the report straight to us with the page you were on. We reply in the app.
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