Support
Answers to common questions. If you don't find what you need, reach out directly.
Getting started
How do I create my first event?
After creating an account, you'll be prompted to set up an organization. From your dashboard, click New Event and fill in the details. You can publish when you're ready - events are private until you flip them to Live.
Do attendees need a Loe account to register?
No. Attendees register through a public-facing form. No account or login required on their end.
How do I connect Stripe to accept payments?
Go to Settings > Billing in your admin dashboard and click Connect Stripe. This takes you through the Stripe Connect onboarding. Once connected, payments from ticket sales go directly to your Stripe account.
Registrations
What is approval mode?
When enabled on a ticket type, registrations are held in a pending state until you approve them. Payment is captured at approval time. This is useful for curated events where you want to vet attendees before confirming their spot.
How does the waitlist work?
When a ticket type hits capacity, new registrants are placed on a waitlist. If a spot opens (due to cancellation or increased capacity), the next person on the waitlist receives a claim notification and has a set window to complete registration.
Can I issue a refund?
Yes. From the registration detail in your admin dashboard, you can issue a full or partial refund. Refunds are processed through Stripe and typically appear in 5-10 business days.
How do I export my attendee list?
From the Registrations tab, click Export CSV. The export includes all registration fields, custom field responses, payment status, and check-in status.
Payments
When do I receive payouts?
Payouts are handled entirely by Stripe. The timing depends on your Stripe account settings - typically 2 business days after a payment is processed. Loe doesn't hold funds.
What are the fees?
Loe charges a flat subscription fee. Stripe charges its standard processing fee (2.9% + 30c per transaction). There are no per-attendee fees from Loe.
Can I offer promo codes?
Yes. Create promo codes in your event settings with a fixed dollar amount or percentage discount. You can set usage limits and expiration dates.
Check-in
How does check-in work?
Each confirmed registration includes a unique QR code sent in the confirmation email. At the door, scan the QR code from any device camera. The check-in page shows attendee details and marks them as checked in.
Do I need a dedicated device or app for check-in?
No app required. The check-in scanner runs in a browser at your event's check-in URL. Any phone with a camera works.
Still stuck?
We're happy to help. Email us and we'll get back to you within one business day.
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