Frequently Asked Questions

Looking for the Organiser FAQ?

Customer FAQ

I bought a ticket but I don’t have a printer!

While it’s ideal to have hard copy of your ticket, it’s not always necessary, so don’t worry if you don’t have a printer. If you have a smartphone you can pull up your Barcode ticket from your ticket confirmation email. 

If you don’t have a smartphone or a printer, you can write down your order confirmation number and present that at the door. It’s a good idea to contact the event Organiser before the event and explain to them how you will be presenting your ticket and to make sure that’s okay with them.

I have a question about the event I’m going to. How do I get in touch?

You can contact the event Organiser at any time by going back to the event page where you purchased tickets – here you will find the organiser’s details.

Can I purchase tickets for multiple events in one transaction?

Yes, this is possible. First, add the quantity of tickets you would like to purchase from the first event page to your shopping cart by either clicking Add to Cart or clicking Checkout.

If you click Checkout you are brought to the checkout page. You can still add more tickets to your order. Just head back to the event page by clicking Continue Shopping and then on Events at the top of the page. Don’t worry, by leaving the checkout page you won’t lose the tickets you just selected, we promise!

By clicking Events, you will be taken to the shop’s landing page where you can view their entire listings of events. You will also see in the top right corner of the page that you will have a quantity in your shopping cart.

From here click the next event you would like to purchase tickets to.

Why is there a charge from Trackage Scheme in my card statement?

Trackage Scheme is an alternative music hub based in Malta. We have an online ticketing platform as part of our portfolio which event Organisers and venues use us to sell tickets to their events both online and onsite (at the door). If you purchased a ticket to an event recently, “TRACKAGE SCHEME” probably appeared on your credit card statement. That’s us!

If you’re not sure what event you purchased tickets for, use My Account to look up your order history on Trackage Scheme.

How do I create a buyer account?

Creating a Trackage Scheme Buyer Account is an easy way to keep all the tickets your purchased on Trackage Scheme in one place. You can create an account after checkout.

After clicking ‘Checkout’ you will be presented with a Billing Information form. After filling out this form, tick the ‘Create an account?’ check box.

You can also create an account by registering your email address at https://shop.trackagescheme.com/my-account/

What is Trackage Scheme? What did I buy from you?

Trackage Scheme is an alternative music hub based in Malta. We have an online ticketing platform as part of our portfolio which event Organisers and venues use us to sell tickets to their events both online and onsite (at the door). If you purchased a ticket to an event recently, “TRACKAGE SCHEME” probably appeared on your credit card statement. That’s us!

If you’re not sure what event you purchased tickets for, use My Account to look up your order history on Trackage Scheme.

Did I get a bill or confirmation email?

Yes, when a ticket purchase is made successfully, Trackage Scheme sends an order confirmation email (with subject line: ‘Your Trackage Scheme Shop order‘ along with the tickets (with subject line: ‘Your tickets from Trackage Scheme Shop’).

Additionally, Endeavour (our payment gateway) emails the customer a payment notification email with the following subject line: ‘Payment Notification from Endeavour Payment Gateway for’. The amount of your purchase should match the amount on your credit card statement.

What’s a booking fee?

A booking fee contributes to merchant fees and distribution costs and also helps pay for the technology, including installation and maintenance of computer hardware and software, mobile phone coverage for support, associated work in addition to access control at venues that makes it possible to provide the most convenient – and safest – ticket buying options available. The amount of these fees used by Trackage Scheme helps us cover getting customers their tickets and technology costs. With other revenues it helps us to stay a profitable business, which in turn allows us to reinvest in our technology and the services we provide.

How do I get a receipt for my ticket purchase?

As your ticket includes the price and organiser’s VAT, this serves as your receipt.

Can I get a refund?

In order to receive a refund, you must contact the event Organiser. Each event Organiser has their own refund and exchange policies.

I did not receive my tickets

We send your tickets to the email address you entered at Checkout. To find this email in your inbox search for “Your tickets from Trackage Scheme Shop“. Please check your Spam / Junk Mail folder just in case they got caught there.

If you still cannot find your tickets please contact us at team@trackagescheme.com or call us at +356 79203176. We’d love to help you!

What’s your Card refund policy

If you are granted a refund for your ticket purchase, all refunds will be initiated back to the card that was used for the transaction. Please contact the event organiser regarding your refund request, as Trackage Scheme does not set policy for our clients’ refund policies, exchange policies or programming. You can contact the event Organiser at any time by going back to the event page where you purchased tickets – here you will find the organiser’s details.

Organiser FAQ

How does the ticketing platform work exactly?

httpss://shop.trackagescheme.com is an online shop with an integrated e-ticketing platform through which you can easily sell tickets for your events. The system is super user friendly and extremely reliable, having been successfully implemented for several events showcasing both local and foreign artists. Your customers can safely purchase tickets using their Visa, BOV Cashlink, Premier card, or MasterCard. Transactions are securely processed through our trusted and compliant payment gateway (Endeavour), which is endorsed by Bank of Valletta.

The organiser dashboard allows you to seamlessly create and sell tickets for the events you submit to your calendar. Our system allows you to add as many tickets as you wish to a given event. Each ticket has its own price, stock, SKU, and specified timeframe for when ticket sales open and close.

Once a customer purchases their ticket(s) they will receive their order confirmation and e-tickets via email, allowing them to easily print them out or pull them up on a mobile device for check-in. The system cannot be cheated because each ticket is assigned a unique security ID and 2D Barcode (QR code), ensuring that each ticket presented is legitimate.

Do I need to create an account to sell tickets and if so, how do I do that?

Yes, you will need a registered account on our system to be able to sell tickets. You can create this yourself by registering at https://shop.trackagescheme.com/my-account/

Alternatively, we can create the account for you ourselves. Simply contact us at team@trackagescheme.com and we will get you up and running in no time!

I don’t have time to create the event myself. Can you do it for me?

Definitely! Just send the following information to team@trackagescheme.com and we’d be more than happy to sort it out for you.

  1. An email address so that we can create your organiser account
  2. The name of the event
  3. Artworks: 400×400 pixels artwork (for shop.trackagescheme.com front page) & 851×315 artwork (for tickets)
  4. VAT number
  5. Ticket price
  6. Stock amount
  7. End of ticket sales date and time

With this information, we will create your organizer dashboard, activate your merchant account and apply for the event VAT permit.

How do I access my organiser dashboard/portal?

Your dashboard can be accessed from: https://shop.trackagescheme.com/events/community/list

You will need to login with the account you created when registering at https://shop.trackagescheme.com/my-account/ – Alternatively, if we created your account, we will send you the credentials you need to enter to login. Your dashboard can be used to create your events, view the list of attendees as well as sales reports. The dashboard also allows you to print, email or export these reports to a CSV file.

How do I check tickets at the event?

There are multiple ways to do this, each with its own set of considerations. This article will help you identify the best way to check in event goers for your event.

  1. Barcode scanning check-in

Each ticket has a unique QRCode imprinted on it. Once logged in to your Organiser backend, you will be able scan the barcodes with a 2D Barcode (QR code) scanner. Upon a successful scan, you will get a success message such as “This Ticket with ID xxxx was checked in.”

  1. Manual online check-in

With this method, you can check in customers manually in your organiser dashboard. Simply log in to https://shop.trackagescheme.com/events/community/list with your organiser credentials and select ‘Attendees’. Here you will find a list of your ticket holders. Once you verify the ticket number, you simply need to hit ‘Check in’.

This method requires a tablet or laptop with a good wi-fi or 3G/4G connection.

  1. Manual offline check in

With this method, you can print off your Attendees list and take it to the event venue. You can use this to mark people off the list after verifying the ticket number and unique security code.

Does the system have any reports?

Yes, we offer two essential reports: the ‘Attendees’ report and the ‘Orders’ report.

  1. The Attendees report lists each ticket purchased for your event, and contains the following information:

Order number, Order Status, Purchaser name, Purchaser email, Ticket type, Ticket number and unique security code.

Use this report to view the list of attendees for your events.

  1. The ‘Reports’ report lists each order, or transaction made and contains the following information:

Order number, Name of ticket, Recipient address, Date and total amount spent

Use this report to view the total number of tickets sold and revenue generated.

You can access both from your Organiser dashboard at: https://shop.trackagescheme.com/events/community/list

If you require any additional reporting information, feel free to contact us!

How do I edit my event?

You can edit your event by logging into your organiser dashboard at https://shop.trackagescheme.com/events/community/list using your Organiser credentials, selecting your event and clicking ‘Edit’

How do I cancel an event?

First thing’s first: stop ticket sales for your event and notify attendees that the event has been canceled.

Second: please contact our team. You can call us at +356 79203176 or email us at team@trackagescheme.com. We will help you communicate the changes to your patrons effectively and process the necessary refunds.

How do I delete an event?

You can only delete an event if you haven’t sold any tickets to it yet. If you’d like to stop ticket sales on an event that has already sold tickets, we’ll need to hide the event from being publicly displayed. If you’d like to cancel an event, please call us ASAP at +356 79203176 or email us at team@trackagescheme.com

Have we answered your question? If not feel free to contact us!