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Help Center
Get help with bugs, requests, and event operations.
Open a ticket for problems or feature requests, then track status updates from the Athena.live support team.
Questions and Answers
Before you submit
Where do I find tickets I ordered?
Sign in with the same email address used at checkout, then open your ticket wallet or account tickets area. If the order is not visible, check for a confirmation email and make sure you are using the exact purchase email.
What should I do if my ticket email never arrived?
First check spam, promotions, and any inbox rules for messages from Athena.live. If the confirmation is still missing, open a support ticket with the event name, order email, and approximate purchase time so staff can look up the order.
Can I get a refund for an event ticket?
Refund availability depends on the organizer's policy and the event status. Sign in, open the order, and send the organizer a refund request when that option is available. If the event was cancelled or materially changed, include that context in your request.
Who approves refunds?
Organizers control their own event policies and usually review attendee refund requests first. Athena.live staff can help investigate payment or platform problems, but organizer policy still determines most refund decisions.
How long do refunds take after approval?
Once a refund is approved and processed, the bank or card provider may need several business days to post the credit. Processing time varies by payment method, currency, and issuing bank.
How do I contact the event organizer?
Open the event page or your order details and use the available contact option. Include your order email, ticket type, and a clear question so the organizer can respond without extra back-and-forth.
Can I update attendee information after registration?
If the organizer allows edits, you can update registration details from your order or ticket wallet. For locked fields, contact the organizer or open a support ticket and explain what needs to change.
Can I transfer a ticket to someone else?
Transfers depend on event settings. When transfers are enabled, use the order tools to change the attendee details or recipient. If transfers are disabled, ask the organizer whether they can make an exception.
What happens if an event is cancelled or postponed?
Watch your email and the event page for updates from the organizer. If a new date is announced, your ticket may remain valid. If the event is cancelled, review the organizer's refund instructions or submit a support ticket if the order needs platform review.
Why is my order showing as pending?
Pending orders usually mean payment confirmation, organizer approval, or registration processing has not finished. Wait a few minutes, refresh your ticket wallet, and contact support if the status does not change.
How do I publish an event on Athena.live?
Sign in as an organizer, create an event, add the venue or online details, ticket types, schedule, imagery, and registration questions, then review the public page before publishing.
Can I edit an event after it is published?
Yes, organizers can update most event details from the event management area. If attendees have already registered, avoid changing essential details without sending a clear update to ticket holders.
How do ticket types work?
Ticket types let organizers control price, quantity, sale windows, access level, and add-on details. Use separate ticket types for admissions, VIP access, discounted groups, and limited-capacity experiences.
How do I check attendees in at the door?
Use the organizer check-in tools to search attendees or validate tickets as guests arrive. Keep a fallback list available for low-connectivity venues and sync updates as soon as service is stable.
Can multiple people help manage one event?
Event owners can add co-organizers or assign team members where the event settings allow it. Give each person the minimum access they need for publishing, check-in, orders, or analytics.
When do organizers receive payouts?
Payout timing depends on the payment processor, account verification, event timing, and risk review. Make sure payout details and tax or business information are complete before ticket sales begin.
How do promo codes work?
Promo codes can discount eligible ticket types or unlock special pricing for selected audiences. Set clear limits, expiration dates, and names that your team can recognize in order reports.
Why did Athena.live create an account for my ticket email?
Athena.live connects orders to the email used at checkout so attendees can retrieve tickets later. Finish setting a password or sign in with that email to manage the order.
What if I used the wrong email address?
Open a support ticket with the event name, incorrect email, correct email, and any order details you have. For security, staff may ask for extra proof before moving ticket access.
Where can I ask about accessibility or venue accommodations?
Check the event page for venue notes first, then contact the organizer with the accommodation request and arrival details. If the organizer cannot be reached, open a support ticket so Athena.live staff can help route the question.
When should I open an Athena.live support ticket?
Open a ticket for checkout problems, missing tickets, account access issues, event setup questions, suspected bugs, billing questions, or feature requests that need staff review.
What information helps staff solve a ticket faster?
Include the event name, order email, ticket type, browser or device, screenshots when useful, what you expected, what happened, and the time the problem occurred.
Can I track a support request after submitting it?
Yes. Signed-in users can return to the help center to see ticket status, priority, staff responses, assignee details, and the latest update time.