Get help

Look in the help center first. If your answer isn’t there, send us a message, or write to support@daytona-lab.com.

If you bought a ticket

Include these four things and we can usually answer in one reply instead of three:

• The order reference, which looks like E-3K9WQ2M.
• The event name and its date.
• The email address you bought the ticket with, not a different one you also use.
• What you expected to happen, and what happened instead.

The email address matters more than it sounds: an order is filed under the address that bought it, so a message from a second address is a message about an order we cannot find.

Your ticket has not arrived

Your ticket is emailed as soon as the payment clears. It carries a QR code, a link to the ticket, and the same code in text so it still works when your email client blocks images.

• Check spam and any promotions tab first. That is where most of them are.
• If you were signed in to the Encore app when you bought, the ticket is already in the app under Tickets and does not depend on the email arriving. Buying as a guest does not link the order to an account, so in that case the email or the ticket link is how you reach it.
• If you have the ticket link from anywhere (a browser tab, a message to a friend), it still works. The link is the ticket.
• Otherwise email us with the four details above and we will send it again.

Refunds

The organizer running the event is the merchant of record. Your payment goes to their payment account, not to Encore. We never hold the money. An ordinary refund is the organizer’s decision and comes out of the organizer’s Stripe balance. If the organizer cancels the event, we start the refunds for every buyer from that balance. The full position, including what happens to Encore’s fee, is on the refund policy.

• Contact the organizer first. Their name is on your ticket and on the event page.
• The organizer decides the amount. Partial refunds are possible; so is refusing one, if that is their policy for the event.
• Once a refund covering the ticket price goes through, the ticket stops working at the door and any pass you saved to a phone wallet expires. You do not need to do anything.
• If the organizer does not respond, email us. We cannot issue the refund, but we can reach them and tell you where it stands.

The event was cancelled or moved

The organizer owns that decision and the announcement. If you have heard nothing and the date has moved, email us with the event name and we will find out what is happening.

Deleting your account

You can delete your Encore account from inside the app: Profile → Delete my account. It is immediate and it cannot be undone. You do not need to email us and you do not need to ask.

What is destroyed

• Your sign-in. The account stops existing and the address can no longer be used to sign in.
• Your name, email address and phone number, wherever we hold them.
• The organizers you follow.
• Any queued emails or texts we had not yet sent you.

What is kept, and why

Records of orders and payments are kept. We are required to hold them for tax and accounting, and for the period in which a payment can be disputed with a bank. What is removed from them is you: your name, address and account id are replaced with a reference that does not identify anyone and cannot be turned back into you. What that means in data-protection terms is set out in the privacy policy.

Tickets you already bought stay valid. Deleting an account is not a refund, and we are not going to quietly confiscate something you paid for. An unused ticket will still scan at the door.

Two cases the app cannot finish on its own

Both are rare, both tell you so in the app, and both end with an email to us:

• You own an organizer. Deleting the account would take the venue’s events and its payment setup with it, along with tickets other people have bought. Transfer ownership to another member of your team first, then delete the account.
• Your account is named on a payment audit record. Those records cannot be altered or removed by design. Email us and we will complete the deletion by hand.

For either one, write to support@daytona-lab.com from the address on the account.

If you run events

Payouts

Money from your ticket sales is charged to your own connected payment account, not to Encore. We never hold your funds.

• If checkout tells buyers your payment setup is not ready, your onboarding with the payment provider is incomplete. Finish it and checkout opens on its own.
• If charges are working but the money has not reached your bank, open your payment provider’s dashboard: it shows the current state of every transfer and names anything it is still waiting on from you, usually an identity or a bank detail.

Refunding a buyer

Because the charge is on your account, you can issue the refund from your own payment provider dashboard. It comes out of your Stripe balance.

You do not need to tell us afterwards. We are notified automatically, and we void the ticket so it cannot be used at the door. For a partial refund, we void the number of tickets the refund covers.

The door

Scanning happens at /scan or in the app. Whoever is on the door must be signed in with an account that belongs to your organizer. An anonymous device cannot admit anyone. Three answers account for nearly every question we get:

• Already used: the ticket has been scanned before. Each ticket admits one person once, and that is enforced when the scan is recorded, not by the phone. Two people at two doors cannot both get a ticket through.
• No active ticket for this code: the ticket was refunded or voided, or the code belongs to another organizer’s event.
• You are not staff for this event: the signed-in account is not a member of the organizer that issued the ticket. Add them to your team, or sign in as someone who is.

Reporting something urgent

A security problem, a payment that looks wrong, or anything involving someone else’s data: email support@daytona-lab.com and put what it is in the subject line so it is not read as a ticketing question. Please do not post the details publicly first.