Knowledge Base

Carer tickets let customers who hold a Companion Card bring their carer free of charge. The customer requests the carer ticket while booking and uploads a copy of their card. You then approve or decline the request.

Turn on carer tickets for a ticket type

1. Go to Events, open your event and go to Tickets.
2. Edit the paid ticket type that carers can accompany (for example Adult or Concession).
3. Tick Collect Attendee Name. This must be on before the carer option can be used.
4. Tick Allow Carer Ticket. This lets customers request a free carer ticket (with document approval) when buying this ticket.
5. Save. A free Carer ticket type is created for the event.

Repeat for each ticket type that should allow a carer.

About the Carer ticket type

• It is always free ($0). No booking fee is charged.
• It is not sold directly. It is only issued when you approve a customer's carer request.
• You can change its name, description and label colour.
• For events with sessions, each session has its own carer ticket.
• You can turn carer tickets off again at any time from the ticket configuration.

How many carers can a customer request?

One carer per eligible ticket in the order. For example, 2 Adult tickets with Allow Carer Ticket on = up to 2 carer requests. Carers take a seat, so the number of carers is also limited to the seats still available. The event can never oversell because of carers.

What the customer sees

1. On the ticket step they tick "Do you require a Carer Ticket?"
2. On the next step they upload a photo or scan of their Companion Card (JPG, PNG or PDF), one per carer. For events with sessions, they pick which session each carer is for.
3. After paying, their confirmation says the carer ticket request will be reviewed. They receive a receipt only at this point. Their tickets are sent once the request has been reviewed.

Box office and kiosk

At the box office or kiosk you can also issue carer admission in person. Use the Companion Card payment method (if enabled for your account) after sighting the customer's card.

Next: see Approving Carer Ticket Requests (Event Management).

When a customer requests a carer ticket, their order waits for you to check their Companion Card. Their tickets are not sent until every carer request on the order has been approved or declined.

Where to find requests

• Dashboard: pending carer requests are shown on your dashboard.
• Bookings: use the Carer Requests filter to list paid bookings that have a request waiting.
• Email: you receive a daily email, "You have pending carer requests", listing how many are waiting per event. It goes to the event's summary email address (or your account email if none is set).

Review a request

1. Open the booking. Scroll to Carer Ticket Requests.
2. Click Open to view the uploaded document.
3. Check that:
   • it is a Companion Card (look for the Companion Card logo),
   • the name on the card matches the booking or a ticket holder,
   • the card has not expired (NSW cards do not show an expiry date).
4. Click Approve or Reject.

The booking must be paid before you can approve or reject its requests.

Approve

A free carer ticket is added to the booking. If there is no Carer ticket type for the event (or session), or no capacity left, you will see an error. Fix the ticket configuration and try again.

Reject

The request is marked rejected and the customer is emailed that it could not be approved. The email invites them to contact you, including about a refund. Replies come to your event contact email.

Send the tickets

If an order has more than one request, you will see "Tickets cannot be sent yet" until all of them are processed. Once every request is approved or rejected, a panel confirms the booking is ready. Click the send tickets button in that panel to email the customer their tickets.

• All approved: the customer receives their tickets, including the carer ticket(s).
• Any rejected: you can send the original tickets without a carer ticket. Any later carer ticket must be handled as a separate order.

Who can approve

The organiser and team members with full access. Team members with event-only access need to be an event admin for that event.

Uploaded documents

Documents are stored securely and deleted automatically 24 hours after the event ends (or once the event is settled). Requests still pending when an event is settled are marked expired.

Tips

• Check requests daily. The customer has no tickets until you act.
• If the image is unclear, contact the customer before rejecting.