Answers for buyers and organisers — and how to reach us when you need a human.
Buyers
- Where is my ticket? Check the email used at checkout and your GidiSquare account. Search for “GidiSquare”.
- Can I get a refund? If the event is cancelled, we refund the ticket face value from held funds. If the event is still going ahead, ask the organiser first. See the Refund policy.
- The QR code will not scan. Open the ticket, raise screen brightness, or show the ticket code to door staff.
- I was charged twice. Email support@gidisquare.co.uk with the order time and last 4 digits of the card. Do not send the full card number.
Organisers
- When do I get paid? After the event, when the hold period ends and there are no open disputes. First events are held longer.
- Stripe still needs information. Open Manage payout account and finish Stripe's form. We cannot skip Stripe checks.
- My event is in review. There is no review step — if publish is refused, read the message on screen: it names exactly what to fix (usually a missing cover, tier, or Stripe verification).
- How do I cancel? Email support. Cancelling freezes payouts so buyers can be refunded.
Contact
We aim to reply within 2 working days.
Say whether your message is about Events or the Marketplace.