Frequently Asked Questions
Find answers to common questions about Purple Cow Tickets.
General
What is Purple Cow Tickets?
Purple Cow Tickets is a Canadian ticketing platform built specifically for comedians and musicians. We offer the lowest fees in Canada (1.85%) and let performers keep 100% of their ticket price.
Why is it called Purple Cow Tickets?
In a field of ordinary brown cows, a purple cow stands out. We built this platform to help remarkable performers stand out and connect with their audiences. Just like a purple cow is memorable and worth talking about, we want every show on our platform to be an experience worth sharing.
Is Purple Cow Tickets available outside Canada?
Currently, we only support events in Canada with Canadian dollars (CAD). We plan to expand to the United States in a future update.
How do I contact customer support?
You can reach us at [email protected]. We respond to most inquiries within 24 hours. For urgent issues related to an event happening today, include "URGENT" in your subject line.
For Performers
How much does it cost to use Purple Cow Tickets?
Our platform fee is just 1.85% per ticket - the lowest in Canada. There are no monthly fees, no setup fees, and no hidden charges. Payment processing (Stripe) adds 2.9% + $0.30 per transaction. All fees are paid by the ticket buyer, not you.
When do I get paid?
Payouts are automatically initiated 3 days after your event. Funds typically arrive in your bank account within 1-2 business days after that. Compare this to other platforms that hold funds for 1-2 weeks.
How do I receive payments?
You'll connect your bank account through Stripe Connect during onboarding. Stripe is a trusted payment processor used by millions of businesses. Payouts go directly to your bank account - no checks, no delays.
Can I run events with multiple performers?
Yes! When creating an event, you can add other performers (who also have Purple Cow accounts) and set revenue split percentages. Each performer automatically receives their share when payouts are processed.
Can I create promo codes or discounts?
Absolutely. You can create percentage or fixed-amount discount codes, set usage limits, and expiration dates. Great for early bird specials, friends and family, or promotional campaigns.
What if I need to cancel my event?
If you cancel your event, all ticket holders receive a full refund including all fees. We absorb the payment processing costs - you don't pay anything extra for refunds.
What if I need to postpone my event?
You can change your event date from your dashboard. All ticket holders will be automatically notified. They can choose to keep their ticket for the new date or request a refund.
Can I offer free tickets?
Yes! For $0 tickets, there are no fees at all - no platform fee, no processing fee. Perfect for open mics, community events, or promotional shows. We limit free tickets to 4-6 per email address to prevent abuse.
My Stripe verification is taking too long. What should I do?
Most Stripe verifications complete within 1-2 business days. If it's taking longer, check your email for requests for additional documents. You can also log into your Stripe dashboard directly to see what's needed. If your status shows "Restricted", Stripe needs more information from you.
How do I scan tickets at my event?
Download our free Purple Cow Scanner app (available on iOS and Android). Add staff accounts in your dashboard under Venues > Staff, then have staff log in with their credentials. The app scans QR codes on tickets and shows you whether to admit attendees.
Can I host a private or invitation-only event?
Yes! When creating an event, set the visibility to "Private" and add the email addresses of people you want to invite. They'll receive invitations via email with a unique link. Only invited emails can purchase tickets.
What happens if my scanner loses internet connection?
The scanner app works offline! Scans are stored locally and automatically sync when your connection is restored. You can also download your attendee list as a backup before the event.
How do I allow re-entry at my event?
Enable re-entry in your event settings and set a time window (e.g., 60 minutes). Attendees who exit can have their ticket scanned again within that window. The scanner will show "Re-entry OK" in yellow.
For Fans
Do I need an account to buy tickets?
No. You can check out as a guest. However, creating a free account lets you view all your orders in one place, get faster checkout, and manage your notification preferences.
How do I receive my tickets?
Tickets are delivered instantly via email and SMS after purchase. Just show the confirmation on your phone at the door - no printing needed.
Can I get a refund?
Refund policies are set by each event creator. Check the event page for the specific policy. If the event is cancelled by the creator, you'll receive a full refund including all fees automatically.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express) through Stripe. Your payment information is encrypted and never stored on our servers.
Is my payment information secure?
Yes. We use Stripe, a PCI DSS Level 1 certified payment processor (the highest level of certification). Your card details are encrypted and we never see or store your full card number.
Why do I pay fees on top of the ticket price?
The fees cover our platform service (1.85%) and payment processing (2.9% + $0.30). This model means performers keep 100% of their ticket price. Our fees are still much lower than other platforms like Eventbrite.
How many tickets can I buy?
There's a maximum of 10 tickets per person per event to help prevent scalping. Individual events may have lower limits set by the creator.
I didn't receive my ticket email. What should I do?
First, check your spam/junk folder. If you still can't find it, log into your account and go to Orders to view and resend your tickets. If you checked out as a guest, create an account with the same email and your orders will appear automatically. You can also contact support with your order number.
Can I transfer my ticket to someone else?
Ticket transfers are not currently supported. The ticket is tied to your email and name. If you can't attend, check the event's refund policy or contact the event organizer directly.
What do I show at the door?
Show the QR code from your confirmation email or SMS on your phone. You can also screenshot it ahead of time in case you have connectivity issues at the venue. No printing is required.
I bought tickets but the event was rescheduled. What are my options?
When an event is rescheduled, your ticket remains valid for the new date. If you can't attend the new date, check the event's refund policy or contact the event organizer to request a refund.
How long does a refund take to process?
Refunds are processed immediately through Stripe and typically appear on your statement within 5-10 business days, depending on your bank. You'll receive an email confirmation when the refund is initiated.
Technical
What browsers do you support?
We support all modern browsers including Chrome, Firefox, Safari, and Edge. For the best experience, we recommend keeping your browser updated to the latest version.
Is there a mobile app?
For ticket buyers, our website works great on mobile devices - no app needed. For venue staff scanning tickets at events, we have dedicated scanner apps available on iOS and Android.
I'm having trouble logging in. What should I do?
Try resetting your password using the "Forgot password?" link on the login page. If you're still having trouble, contact us at [email protected].
I'm not receiving the login verification code.
Check your spam/junk folder first. Verification codes expire after 10 minutes, so request a new one if needed. Make sure you're entering the correct email address. If issues persist, try a different email provider or contact support.
My payment keeps getting declined.
First, verify your card details are correct and that the card hasn't expired. Ensure you have sufficient funds and that your bank isn't blocking the transaction. Some banks flag international transactions - contact your bank to authorize it. Try a different card if problems persist.
The page isn't loading correctly.
Try clearing your browser cache and cookies, then refresh the page. If using a VPN, try disabling it. Ensure you're using a supported browser. For checkout issues, try a private/incognito window.
How do I delete my account?
You can request account deletion by emailing [email protected]. Note that we're required to retain some transaction records for tax and legal purposes.
How do I enable two-factor authentication (2FA)?
Go to your Dashboard > Settings > Security and click "Enable 2FA". Scan the QR code with an authenticator app like Google Authenticator, Authy, or 1Password. Save your backup codes somewhere safe in case you lose access to your authenticator.
Privacy & Data
What data do you collect?
We collect the information needed to provide our service: your name, email, phone (for notifications), and payment information (processed securely by Stripe). We don't sell your data to third parties.
Can I opt out of marketing emails?
Yes. You can unsubscribe from marketing emails at any time using the link at the bottom of any email, or by updating your preferences in your account settings. Transactional emails (order confirmations, etc.) cannot be disabled.
Do you share my information with event creators?
When you buy a ticket, the event creator receives your name and contact information so they can manage their guest list and communicate about the event. This is disclosed in our Privacy Policy.
How can I download my data?
Log into your account and go to Settings > Privacy to request a copy of your data. We'll prepare an export and email you when it's ready. This typically takes 24-48 hours.
How long do you keep my data?
We retain transaction records for 7 years to comply with tax and legal requirements. Account data is deleted within 30 days of account deletion. For full details, see our Privacy Policy.
Troubleshooting
I was charged twice for the same order.
This is rare but can happen if you accidentally clicked the payment button multiple times. Check your email for multiple confirmation emails. If you see duplicate charges, contact support immediately with your order numbers and we'll refund the duplicate.
I received someone else's tickets.
This shouldn't happen as tickets are tied to email addresses. If you received tickets you didn't order, contact support immediately - do not attempt to use them. There may have been a typo in the purchaser's email.
The event I bought tickets for no longer appears.
The event may have been cancelled or marked private. Check your email for any cancellation notices. If cancelled, you should have received a refund automatically. Contact support if you haven't received any communication.
I'm a performer and can't create events.
First, ensure you've completed the onboarding process including Stripe Connect setup. Event creation may be temporarily disabled during maintenance. If you've completed onboarding and still can't create events, contact support.
My payout is delayed past the expected date.
Payouts are initiated 3 days after your event and typically arrive within 1-2 business days. If it's been more than 5 business days, check your Stripe dashboard for any holds or verification requests. Contact support if everything looks correct.
The venue staff scanner app isn't working.
First, check that the staff account is active and the login credentials are correct. Ensure the device has a working camera with permission granted to the app. Try force-closing and reopening the app. The app works offline, so internet issues shouldn't prevent scanning.
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