If your event appears as sold out unexpectedly, follow the guide below to understand why and troubleshoot.
Is there a message on your event listing page?
If your event listing page displays a “ticket sales have ended” message, it means your event has stopped sales.
To resume normal sales:
Open your event via the events tab
Click the menu . . . button in the top right (next to unpublish/publish)
Click resume sales
If your event listing page displays a "sold out" message, it means your event has been set to show as sold out.
To resume normal sales:
Open your event via the events tab
Click the menu . . . button in the top right (next to unpublish/publish)
Click remove sold out
Marking an event as “sold-out” or “stopped sales” is a great way to manually end ticket sales across your entire event, regardless of whether tickets are actually available. This is a common setting that will be carried over when an event is duplicated.
A ticket type has enabled “sold-out override”
You can manually mark individual ticket types as "sold out" regardless of whether tickets are actually available.
A ticket marked as sold out will appear with a “sold out” message below the ticket type name.
To resume normal sales for this ticket:
Open your event via the events tab
Head to tickets > ticket types
Click the settings ⚙️ icon to the right of the ticket type(s) appearing as sold out
Click advanced settings
Ensure the sold-out override toggle is “OFF”
Click save
The event has reached its capacity limit
"Total event capacity" is the maximum number of tickets you can sell for your event. It is designed to prevent overselling an event and is particularly useful when your venue has a capacity limit.
The total event capacity overrides all ticket type capacities and grouped capacities.
To review, navigate to the overview page and compare your total event capacity against the total number of tickets sold.
If you have sold the same number of tickets as the figure set for the total event capacity, it means your event has reached its capacity limit, which means your event should now appear as "sold out".
If this is not intended, increase the capacity limit to sell more:
Open your event via the events tab
Head to tickets > ticket types
Increase the total event capacity figure in the bottom right
Click save
If your event does not have a capped capacity, you can set a big nominal figure as the "Total event capacity".
A grouped capacity has reached its limit
"Grouped capacity" is the maximum number of tickets you can sell for a collection of ticket types. It is designed to prevent overselling that collection and is particularly useful when your venue has complex capacity limits over certain ticket types but not across all of them.
The grouped capacity will override the ticket type capacities within the collection. However, grouped capacities are still limited by the total event capacity.
"Grouped capacity" is not "Ticket Groups". Ticket groups categorise your tickets into several groups for better accessibility and visual representation. Read our guide for more information: Ticket Groups
To review, navigate to tickets > grouped capacity on the left-hand menu bar
Review the capacity and the ticket types included in your grouped capacity
If you believe you do not require a grouped capacity or have created one by accident, click the bin icon to the right to remove it.
💡For our full guide on using and managing a grouped capacity, click here: Grouped capacity
A ticket type has reached its capacity limit
"Ticket type capacity" is the maximum number of tickets you can sell for a particular ticket type. It is designed to prevent overselling a ticket type.
Ticket type capacity is limited by any grouped capacities that include that ticket type. Ticket type capacity is also limited by the total event capacity.
To review, navigate to the overview page and scroll to the "Earnings by ticket type" section to compare your ticket type capacity against the number of tickets sold for that ticket type.
If you have sold the same number of tickets as the figure set for the ticket type capacity, it means your ticket type has reached its capacity limit, which means this ticket type should now appear as "sold out".
If this is not intended, increase the capacity limit to sell more:
Head to the tickets > ticket types page of your event
Increase the ticket type capacity figure entered for the ticket type
Click save
Is there a "Join waitlist" button?
If you have enabled a waitlist for your event, a "Join waitlist" button will appear when a ticket type or the event sells out. Newcomers will be prompted to join the waitlist.
As soon as your waitlist starts to fill up for a ticket type, this ticket type will always prompt newcomers to join the waitlist regardless of whether you increase the ticket type capacity. This is designed to protect the people on the waitlist and prioritise ticket sales for them over the general public.
To resume normal sales, you have two options:
If you want to honour the people on the waitlist...
Send an offer for tickets to those who have joined the waitlist to ensure they are the ones to get first access:
Head to manage attendees > waitlist
Under the manage waitlist tab, click check ticket status
Ensure the ticket you want to offer has the "ready to offer" status. If not, you will first need to increase the ticket type capacity (show me how)
Select the waitlist member(s) you would like to offer tickets to
Click offer tickets
You can also offer tickets automatically to those who join the waitlist. This option is enabled under the settings tab.
💡 For more information on using the waitlist for your event, we recommend checking out our complete guide here: Set up a waitlist for your event
If you want to ignore the waitlist...
Put all tickets "back on sale" so that everyone can buy tickets:
Head to the manage waitlist tab
Click put back on sale in the bottom right
Tickets will now go back on sale and continue to sell until their ticket capacity is reached again. Members on the waitlist will NOT be notified of tickets going on sale if using this method. If you’d like to inform them, we recommend using the “offer tickets” tool to send them a notification to buy tickets, then put all tickets back on sale
