Frequently asked questions

Very simple. On our platform the visitor picks their tickets (and optionally add-ons such as drink cards). At checkout the visitor is redirected to Stripe, the secure payment platform that handles the payment (Bancontact, iDEAL, credit card…). After that they return to our platform and can print the tickets immediately. The same tickets are also sent by email with the QR codes attached. Payment not completed after 10 minutes? The system sends a single friendly reminder email with the direct payment link so the visitor can still complete the purchase.

You pay a one-off setup fee per production and €0.20 per online ticket sold. Tickets you sell yourself in cash mode (box office at the door, presale in your venue or via board members) are 100% free — not a cent goes to us. Want an exact calculation for your situation? Use our cost simulator — you immediately see what it costs and how we compare to other ticketing platforms.

Stripe pays the revenue directly to your own bank account — we don't sit in the money flow, you stay in control. A short Stripe onboarding is required (KYC: a few details about the group and bank account). Don't worry: it's simple and we'll guide you through it step by step. On every payout Stripe automatically withholds their transaction fees as well as our fee. After your last performance, your production gets locked. In our dashboard, you can then download the invoice of all costs (payment completed).

No installation required. Log in to ToneelTickets on your smartphone, go to your production and launch the scan app from there — works out of the box on all modern smartphones with a camera. You can scan with multiple people simultaneously at different doors, and centrally monitor the scans on an iPad or laptop if you wish. Internet is required, but that shouldn't be an issue these days.

Pretty complex. The Sportpaleis won't work, but we've already drawn halls with tables, balconies and separate zones. Yes, you can do it all yourself — we have a complete design studio where you can lay out your seating plan nicely: seats, rows, tables, stage, entrance, colours, lines, zone labels and more. Your audience instantly recognises their usual spot. Don't feel like drawing? We're happy to make it for you based on a sketch or photo.

Stripe typically pays out automatically every two weeks to your own bank account (frequency is configurable in your Stripe dashboard, e.g. weekly or daily). The revenue therefore goes directly to you — we don't sit in the money flow. After your last performance we send a single clear invoice for the setup fee + €0.20 per online ticket sold.

Yes, you have full control. On the production itself you can set a start date & time at which the production goes online automatically — useful if you want your communication/press release to land at an agreed moment. Until then you can show a waiting message to visitors, e.g. "Sales for the 2026-2027 season open on 15 September at 7pm." You can also put individual performances online or offline, individually or in bulk. So you can release just a preview first, or temporarily hide a sold-out performance — while the rest stays live.

Yes, you can cancel tickets — with or without an automatically generated voucher. Important: we don't issue refunds via Stripe ourselves. A voucher is by far the easiest option: no hassle with bank details and the visitor can use it for a future performance. If you do want to refund in cash, you arrange that yourself with the visitor (cash or bank transfer).

Yes, for each performance you can download an Excel with all the details — useful for the reception desk or for accounting afterwards.

Sometimes an email ends up in a spam filter or a wrong address was entered. You can correct the email address from the admin panel and resend the tickets.

Yes, with fixed discount codes that you create yourself. For each code you set: a fixed amount (€) or a percentage (%), the number of times it can be used (e.g. 1× for a complimentary ticket or unlimited for sponsors), and whether the code is publicly visible on the sales page or hidden (only via a link or word of mouth). You also get a clear tracking system: for each code you see live how many times it's been used, by whom and for which performance — so everything stays transparent.

Yes. At the top of every ticket sits your own header image (logo or poster). At the bottom you can add a sponsor image. Practical detail: without a sponsor image 3 tickets fit on one A4 sheet, with a sponsor image it's 1 ticket per A4 — so your sponsor gets the attention they deserve.

Yes. A buyer chooses their own seats and can therefore leave a seat in between. A bit of an adjustment if you come from a manual system — but in practice it works out: a lone seat tends to get filled by someone coming alone.

No. No subscription, no contract, no obligations. You use the platform per production — if you skip a year that's no problem, and if you stop you owe us nothing.

Yes. For each production you can add your own text that goes into the email to the buyer — e.g. practical info, directions, parking, bar, or a personal message from the committee.

No. Each ticket has a unique QR code and can only be scanned once. On cancellation the original ticket automatically gets a new QR code, so old copies become invalid — that way you prevent fraud with forwarded or photographed tickets.

As soon as a visitor adds tickets to the cart, they're reserved with a default timeout of 15 minutes (fully configurable per production). A clear timer runs at the top of the screen so the visitor knows how much time they have left. Cart not paid within those 15 minutes? The order is automatically cancelled and the seats become available again. After checkout (= continuing to Stripe) the buyer has another 1 hour to actually complete the payment. If that fails too, the tickets are released again. That way seats aren't blocked unnecessarily.

It covers our personal support. Many groups simply email us their new poster every year with the message "put us back online" — we handle the configuration, the seating plan, the prices, getting the images right and the practical setup. You handle communication to your audience, but we're happy to help with images and updates to your website. No technical headaches for you.

Bancontact, iDEAL, credit card and debit card. All via a secure Stripe payment page.

No, you can also create events with general-admission tickets, without a seating plan. For theatre though we recommend using a seating plan — it makes access control easier because you know exactly who sits where.

We can get you online in half an hour. We usually do this together in a Teams meeting where we set up your first production.

Yes, there is a box-office module that lets you sell tickets without online payment. The system assumes you receive the money in cash yourself. Cash sales are completely free.

As soon as payment is completed the customer receives the tickets by email within 5 minutes. For box-office sales only if an email address was provided.

Of course. You log in and see who bought what and who sits where (if there's a seating plan). You get a full overview and can export Excel lists.

For every production you get a direct link and a QR code. Place it on your own website, on your poster, in your newsletter or on flyers — visitors land straight on the right sales page. You can also use a general QR code for your webshop (overview of all running productions), or a specific QR code per production when you want to promote a single show. It can't get simpler.

Each ticket carries a QR code that you scan with our scan app. Those who use a seating plan can choose not to scan — after all you know exactly who sits where.

That's probably the most-asked question. The answer is in the box-office module: e.g. run a physical sales point in your venue alongside online sales. You can also block rows for box-office only, so people with limited vision, hearing or mobility can sit up front. Unsold seats can be released back to online sales later.

Very reliable. Our platform runs on a modern Kubernetes infrastructure with a load balancer in front, so traffic is automatically spread across multiple servers and peak moments (the first minute after sales open, for example) are handled without issue. If something unexpectedly fails, another node automatically takes over — no single point of failure. The payments themselves run via Stripe, one of the most reliable payment platforms in the world. For amateur companies this is amply over-dimensioned: your sales are safe.

Definitely. We plan an online meeting and set up your production together. After that we remain reachable by email for any questions.

No. Most amateur theatre groups don't have a VAT number and that's perfectly fine for us. We invoice you as a factual association or non-profit — we only ask for your basic details. You don't need to give us a bank account number: your own account is configured directly with Stripe during onboarding, and the revenue automatically lands there.

Yes, you can add your own text on the ticket. Handy for house rules, parking info, or a friendly message your audience only reads once they're in the venue.

Yes. During the sales process you can offer add-ons (drink cards, food vouchers, programme booklets, T-shirts…). Discount codes apply to these too. Nice bonus: extra revenue with no extra work at the box office.