Help & support

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Quick answers to the things people ask us most often. If you don't find what you need, our team is one email away.

For attendees

Where do I find my ticket?

Once payment is confirmed, your ticket appears in My Tickets and is also sent to you by email and either SMS or WhatsApp. The ticket has a QR code that's scanned at the venue.

How do I get a refund?

Refunds depend on the event's refund policy, which is shown on the event page and on your ticket receipt. If your event is cancelled by the organiser, you're entitled to a refund of the ticket price.

Can I transfer my ticket to someone else?

Some events allow free or paid transfers; others lock tickets to the original buyer. The event's ticket page tells you which rules apply before you buy.

What if the event is postponed or cancelled?

If an event is postponed, you can keep your ticket for the new date or request a refund. If an event is cancelled outright, refunds are processed back to your original payment method.

I never received my ticket — what now?

Check your email spam folder and the SMS or WhatsApp number you used at checkout. If you still can't find it, contact with your order reference and we'll resend.

For organisers

How do I list an event?

Open the organiser dashboard and create your event. You'll be guided through event details, ticket types, pricing, and refund policy. Events go through a review step before being published.

What does verification (KYC) require?

Identity verification and a payout account that the platform can settle to. Some categories of event may need additional documents.

When do I get paid?

On Katoola, customer funds are held in trust and settled to organisers on a published schedule after the event has taken place and the refund window has passed. Final cadence and methods are confirmed before tickets go on sale.

Can I edit a published event?

Yes — most fields stay editable after publish. Material changes (date, venue) trigger a notification to ticket-holders so they're not surprised.

How is platform commission calculated?

Commission is set per event tier and is shown to you before publish. The exact rate is displayed on the event's pricing page in the organiser dashboard.

Still need help?

Send us a message and we'll get back to you within one to two working days.

Contact our support team

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