This guide explains how to set up the payment method Exchange‍ (within the framework of the ticketing system Infomaniak).

This payment method will allow your customers to exchange the tickets they hold for new ones.

Enable the payment method on Ticketing

To do this:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the ticketing system related to the event.
3. Click on Sales in the left sidebar.
4. Click on Payment methods in the left sidebar:
   
5. Switch the toggle button to ON to the right of the Exchange element:
   
   
6. Check the client box to enable this option for clients on the online ticketing system. They will be able to make exchanges directly from your online ticketing system.‍
7. Set the number of days before the event from which the client will no longer be able to exchange a ticket. This value prevents the client from changing a ticket on the online ticketing system too close to the event date.
8. Specify the fees associated with this operation that the customer will have to pay to exchange the tickets:
   ‍
   ‍

Once the option is activated, your customers will find the option to exchange tickets at the bottom of the ticketing page.

This guide explains how to export customer and participant information for events (within the framework of the ticketing system Infomaniak).

Preamble

• Exports involve offering you a downloadable file in CSV format containing the collected information; in some cases, such as the one illustrated first below, the field separator type can be changed (e.g., semicolon).
• For any information regarding the protection of personal data, refer to this other guide.

Retrieve customer information

Customers are the people who provided information by placing an order through your online ticketing system:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the ticketing related to the event.
3. Click on Sales in the left sidebar.
4. Click on Clients in the left sidebar.
5. Click on Export customers
   
6. Choose the criteria for the export:
   

Retrieve participant information

The information of the participants can be retrieved in two places:

1. at the level of the form by rate: this allows you to retrieve an Excel file with all the participants' responses regardless of the date.
2. For a specific event, date, or session: this will retrieve all forms used for the chosen event or date.

For a form

For this:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the ticketing related to the event.
3. Click on Settings in the left sidebar.
4. Click on Forms in the left sidebar.
5. Select the form to export.
6. Click on Export:
   ‍‍

For a specific date

For this:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the ticketing related to the event.
3. Click on Programming in the left sidebar.
4. Click on Events in the left sidebar.
5. Choose the event for which to export the information. In the case of a multi-date event, select the desired date.
6. At the bottom of the page, click on the link Export ticketing form data to retrieve a file in csv format:
   

This guide explains how to use zones in the pricing menu (within the framework of the ticketing system Infomaniak).

Introduction

• Each event can contain one or several zones, each with its own price.
• This allows you to group prices in each zone and manage each zone independently:
  • Each zone can contain tickets, each with its own quantity.
  • Each zone can be assigned or not assigned to the seating plan.
  • Each zone and each ticket price can have its own online visibility.
    

Access the pricing menu

To do this:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the ticketing related to the event.
3. Click on Scheduling in the left sidebar.
4. Click on Events in the left sidebar.
5. Click on the relevant event.
6. Click on the Pricing tab.
7. Enable zone management. This option will be automatically activated if a seating plan is assigned to the event:
   

Adding a zone and a price, managing the parameters of each zone

Here are the important buttons to manage your zones and prices:

This guide explains how to sell tickets with a free price (within the framework of the ticketing system Infomaniak).

Preamble

• This pricing allows visitors to indicate the amount they wish to pay for their ticket.
• The free price is not available if the event takes place in Lausanne and is subject to the entertainment tax.

Manage the free pricing for your event

To do this:

1. Click here to access the management of your product on the Manager Infomaniak (need help?).
2. Click directly on the name assigned to the ticketing for the event.
3. Click on Scheduling in the left sidebar.
4. Click on Events in the left sidebar.
5. Click directly on the event name.
6. Then click on the chevron ‍ to the right of the Edit button.
7. Click on Add / modify a price:
   
8. Choose to Add a price.
9. Choose the Free rate.
10. Specify the name and minimum prices in the desired currencies.
11. Enable any advanced settings.
12. Click on Next to proceed to the date and zone selection:
    

This guide explains how to help customers who may be stuck when using a credit card (within the framework of the ticketing system Infomaniak).

Ask the client for information

Infomaniak's online ticketing system allows customers to securely pay for their purchases with a credit card. For this reason, 3-D Secure authentication is mandatory for all credit and debit card payments.

Ask the client what issue they are encountering to try to resolve it. Here are some typical examples that may be encountered:

Blank window or page that appears

The ticketing system attempts to call up the 3D-Secure page of the client's bank. The blank page indicates that the 3D-Secure option is not activated on their card. The client must contact their bank to request activation of this option.

Unable to complete the payment with the credit card

Make sure the client is using a VISA or MasterCard credit card. Some banks issue cards that are not on these networks. Infomaniak does not accept credit cards on the American Express network.

Authentication notification received, but unable to proceed

The client will need to contact their bank or try with another card.

Issues with credit card payment

It is possible to obtain more information about this type of issue from the Infomaniak Manager.

Please find the order using the order number, email address, or any other client-related information:

1. Click here to access the management of your product on the Manager Infomaniak (need help?).
2. Click directly on the name assigned to the ticketing system related to the event.
3. Click on Sales in the left sidebar.
4. Click on Order in the left sidebar.
5. Search for the order using the information provided by the client.
6. Click on the order number:
   
7. Click on the Transactions.
8. Check the Notes of failed transactions:
    

Cases of incomplete transactions with notes

In the case illustrated above, this is a failure of 3D-Secure double authentication, but the reasons can be various. These notes are the error messages transmitted by the client's bank, and are often just an indication of the type of error. 

Case of non-existent transactions

If the Transactions tab shows a 0 and has no items, the client was unable to initiate the online payment process. They should therefore check if their card is indeed a VISA or MasterCard.

Problem resolution

There are two ways to assist the customer when there are payment issues with the credit card. They must either…

1. … try with another credit card or another payment method.
2. … contact his bank to resolve the issue with the card used.

For other cases

Please gather as much information as possible before contacting Infomaniak support who can conduct further investigations.

This guide explains how to manage an event (within the framework of the ticketing system Infomaniak).

Access the event page

For this:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the ticketing related to the event.
3. Click on Scheduling in the left sidebar.
4. Click on Event in the left sidebar.
5. Select the desired event:
   

Overview


 

The overview allows you to see an overall preview of your event:

• On the left, the event's information and status. You can change the event's visibility, access the sales report, and make modifications to the event:
  
• The end of sales information and access codes for ticket control are located at the top of the right column:
  
• A chart summarizing the number of tickets sold and revenue by rate allows you to track your sales:
  
• The options related to the event's customers are at the bottom of the page. These allow you to contact customers who have purchased tickets for this event and export the results of the forms they might have filled out:
  
• The button at the top right allows you to view the online version of the event on your ticketing platform and, if you decide to integrate the event on your site, access the integration options:
  

Differences in case of multi-date events

If your event has multiple performances, the information will be broken down according to the page you are viewing. You will find:

• On the main page, the information and general settings applicable to all dates.
• On each date or performance page, you will find the information for that specific date or performance.

Manage prices, ticket templates, and sales closing times

You can switch to these options in the tabs on the upper part of the event page:

This guide explains how to collect and retrieve customer information when they order tickets through the ticketing system.

Set up a contact form

To collect information from customers:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the ticketing system related to the event.
3. Click on Settings in the left sidebar.
4. Click on Customer Registration in the left sidebar.
5. Enable the information to request from customers and choose the visibility:
   • Visible and mandatory
   • Visible, but optional
   • Invisible (do not ask)
     
     

Add additional fields

It is possible to add additional information to this form:

1. Click on the Add button.
2. Give a name to the field and choose the type of field.
3. Depending on the field type, complete with the options from the dropdown menus or checkboxes:
   

This guide explains how to duplicate an event from one ticketing system to another within the framework of the ticketing system Infomaniak. 

Introduction

• The duplicated event will retain all the information and parameters of the event, except for the information related to the general parameters of the ticketing system and dates.
  • Please carefully check all the information that requires manual updating.
• If necessary, refer to this other guide regarding the duplication (unique or recurring) of an event on the same ticketing system.

Duplicate an event

Prerequisites

• Create a new period/season/ticketing.

To duplicate an event from one of your ticketing systems to another, you need to go to the ticketing system from which you want to duplicate the events, season or previous edition, for example:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the ticketing system where the event to be duplicated is located.
3. Click on Scheduling in the left sidebar.
4. Click on Events in the left sidebar.
5. Click on the action menu ⋮ located to the right of the event to duplicate.
6. Click on Duplicate:
   
7. In the modal that opens, enable the option Duplicate to another ticketing system and select which one:
   
8. If necessary, indicate the new name of the event, the new dates, and the other parameters of your event's performances.
9. Click on Confirm to start duplication.

This guide explains how to use scanners to check tickets for your event (as part of the Infomaniak ticketing system).

Set up the control tools

To activate your control tools on your ticketing:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click on Manage to the right of the Control Tools section:
   
3. Select the ticketing system for your control session.
4. Click the Confirm button:
   
5. Choose one of the control methods:
   
   1. Mobile app Infomaniak Etickets scan (application for iOS/Android smartphone or tablet).
   2. Rent a barcode/QR code reader.
   3. Paper printout (not recommended for more than a few dozen customers).

Use the scanner

Hardware requirements

• Plug in the base power supply, and place the scanners on it to charge them.
• The scanners are configured to automatically connect to the Infomaniak network generated by the Wifi and 4G hotspots.
  • If no connection is detected, check the connection in the device's Settings menu.

For this:

1. Log in to the mobile app using one of the following methods:
   • Email address and password of the Infomaniak user account with access to the ticketing system.
   • Organizer code (see point 2 above).
   • Code generated in the menu Profile Management (or click on the action menu ⋮ located to the right of the relevant profile to display a QR code replacing the code):
     
2. Select the dates at the top if needed to display the correct events.
3. Select one or more events to scan (long press on each for multi-selection).
4. Point the camera at the ticket's QR code to perform the scan.
5. The scanner will indicate whether the ticket is valid or not:
   • Refer to this other guide regarding the customization of the display during the scan.
   • The various scanner options are located in the menu at the top left.

Manage the app settings

On the main page

• Quick ticket cancellation
  • Allows you to scan pre-printed tickets (your unsold tickets) to quickly put them back on sale without having to check the orders in the Infomaniak Manager.
• Scan Mode
  • Normal - Classic scan, the ticket is allowed to enter once.
  • Entry / Exit - Validates tickets in either mode to allow participants to enter and exit.
  • Multiple Entries - Validates and allows entry multiple times, ticket never refused (unless it is the wrong date).
• Laser Mode
  • Bluebird - to make the application compatible with Bluebird devices.
  • Zebra - to make the application compatible with Zebra devices.

On the event page

• Order search
  • Allows you to find an order with the visitor's name or order number.
• Flash
  • Enables the flash on the device.
• Scan by zone
  • Allows you to limit tickets assigned to the selected zones.

This guide explains how to set up and use the 4G terminal to connect your sales pack or scanners linked to the ticketing system Infomaniak.

Introduction

• The 4G terminal functions as an access point for your on-site sales machines and scanners.
• It connects to a mobile phone network and creates a network to which tablets, printers, and scanners will connect.
• There is no need to use the Ethernet RJ45 connection to use the 4G terminal.

Setting up the 4G terminal

Prerequisites

• Have sufficient mobile network coverage for the 4G terminal to function.

Watch the video guide:

Operating the terminal

1. Press the button on the top of the machine for approximately 4 seconds. The screen will light up:
   
   .
    
2. The device automatically connects to the Swisscom network and is ready to use. You can check the number of devices connected to the device with a simple press of the button:
   
   
   • The number of days remaining is a countdown at the end of the month and has no impact on the use of the device…
3. Once the device is turned on and connected to the 4G network, it will create a network named Infomaniak.
   • The Infomaniak printers, tablets and scanners will automatically connect to this network.