A change of plan can take three routes: suspending publication (it stops sales at once, with no effect on the reservations), postponing (a new date and time, with tickets that stay valid) and the definitive cancellation (reservations cancelled and refunds). You carry out the first two from the console; the cancellation, with the related refunds, is carried out only by the Nightify staff at your request. This article explains what to do in each case and what the buyers receive.
At a glance
- Where: console → Live events list → Options menu on the row → Suspend publication or Edit; for the cancellation, the Contacts page of the website or [email protected].
- Permissions: Administrator role in the organization.
- What you get: sales stopped in a few seconds, a new date verified and published, or the event marked CANCELLED with reservations cancelled and refunds carried out by Nightify.
- What does not exist: a bulk message send to the attendees from the console and an event cancellation button for the organizer.
Before you start
- Decide between postponement and cancellation: the postponement keeps the reservations valid, the cancellation closes them and opens the refunds.
- If you need to stop sales while you decide, suspend publication right away: it acts on the online version without going through verification.
- Have ready: the new date and time, the reason to communicate, the list of the reservations (the Reservations report of the event, exported if needed).
Step by step for the postponement
- Stop sales (optional). In Live events open Options and choose Suspend publication. Result: the page can no longer be reached by the public, the reservations stay untouched; you re-enable it from the same menu when the new date is online.
- Open the event for editing. Options → Edit: the Event page step opens again. What you see: the draft of the changes (snapshot) kept separate from the published version.
- Update the date. In the Event date block (Set when the event starts and ends.) change Event start date and time and Event end date and time; if the venue changes too, update the Location. Press Save and continue. Confirmation: the saving status at the top switches to Saved.
- Check the tickets. In the Add tickets step check the sales dates of the access titles (Sales start date and time, Sales end date and time): if they were tied to the old date, move them.
- Send the changes for verification. Press Publish changes in the status card of the draft. Result: the fans keep seeing the last approved version; you receive the email Event status change: … with the outcome. On approval the new date appears on the event page, in the buyers’ Reservation detail, in the cards and in the wallet passes; the QR codes stay valid.
- Warn the buyers. The console does not send bulk communications: write to support from the Contacts page or to [email protected] asking for the notice to be sent to the holders, stating the new date, the reason and the deadline by which anyone who cannot attend has to ask for a refund; use your own channels in parallel (social, newsletter). Answer the fans’ questions from the Messages page.
- Handle those who withdraw. Refunds are not carried out from the console: they are made by the Nightify staff on your instructions; the reservation switches to Refunded and Refund completed appears in the buyer’s history. For individual arrangements you can also use Cancel reservation in the order detail.
Step by step for the cancellation
- Suspend publication right away (Options → Suspend publication) so that you do not receive new reservations.
- Write to Nightify support from the Contacts page or to [email protected], from the address of the administrator account, stating: the name and link of the event, the reason for the cancellation (it will be sent to the holders), whether the reservations and tickets should be cancelled as well and the instructions for the refunds.
- Nightify cancels the event. The staff confirms the cancellation and, if requested, selects Also cancel existing reservations and tickets linked to this event entering the Reason to send to the reservation holders. Result: the event page shows CANCELLED; the holders receive the email Event cancelled: event name with the reason; the reservations switch to Canceled and the QR codes are disabled (at the scanner: Access denied: this ticket has been disabled.).
- Refunds. They are carried out by the Nightify staff according to your instructions and the General conditions; every refunded reservation switches to Refunded.
- Check. In the Reservations report and in the organization’s reservations list check the statuses and the Refunds (N) badges.
What the attendees see
| Case | What changes for them | What they can do |
|---|---|---|
| Postponement approved | New date on the event page, in the Reservation detail, in the cards and passes; QR codes unchanged; no automatic email from the platform. | Attend without doing anything, or ask support for a refund by the communicated deadline. |
| Cancellation with reservations cancelled | Email Event cancelled: event name with the reason; status Canceled; QR codes disabled. | Wait for the refund; if in doubt, write to support from the Contacts page. |
| Cancellation without cancelling the reservations | Page marked CANCELLED, reservations still Confirmed. | Follow the instructions that you or support send. |
What the General conditions provide
- For a changed date, equivalent seats are offered; anyone who cannot attend on the new date is entitled to a refund of the ticket price, including the handling costs, if they say so by the stated deadline.
- A substantial change to the show allows the buyer to confirm the order or ask for a refund; changes to the schedule and to the programme for reasons outside your control do not give a right to a refund.
- Nightify service fees remain excluded from the refund.
Messages and errors
| Message | Why it appears | What to do |
|---|---|---|
| You can't make changes because the event is under review… | A verification is already in progress. | Wait for the outcome or use Cancel verification and return to draft and make your corrections. |
| Event already being edited | Another member is editing the same event. | Wait until they close the editor (see Exclusive editing: one editor at a time). |
| It is not possible to send the event for review because no changes have been made. | The draft is identical to the approved version. | Check that you have saved the new date. |
Special cases
- Individual arrangements: to refund a single person you do not need to cancel the event: use Cancel reservation in the order detail and ask support for the refund.
Rules and limits
- The cancellation of the event and of the reservations is not reversible; the suspension is.
- Only the Nightify staff cancels events and carries out refunds; the console allows you to cancel single reservations.
- Every change of date or venue goes through verification: the public version does not change until the draft is approved.
Related articles
- Pause or reactivate publishing
- Edit an already published event
- Cancel a reservation
- View all the organization’s reservations
- What happens if an event is postponed or changed