Troubleshooting: Tickets are sold for €0 in the shop

Overview

When customers can order tickets for €0 in the webshop while this is not intended, there are several possible causes. This page helps you systematically check where the problem is and how to solve it.

Possible causes and solutions

1. Ticket price is set to €0 in Inventory

Problem: The base price of the ticket is not configured correctly and is set to €0.

Where to check:

• Go to Ticketing → Tickets → Inventory

• Click on the relevant ticket

• Check the Price field in the ticket detail panel

Solution:

• Adjust the ticket price to the correct amount

• Save the change

• Test the shop to verify the price is now displayed correctly

2. 100% discount code is active

Problem: A discount code is configured that gives 100% discount, and it is not properly restricted (no usage limit, validity period too long, or applied too broadly).

Where to check:

• Go to Ticketing → Promotions → Discount campaigns

• Check all active discount codes

• Look for codes with 100% discount or a fixed amount equal to the ticket price

Solution:

• Check the validity period - is the discount code still valid?

• Check the usage limits - can the code be used unlimited times?

• Check which tickets the discount applies to - is this configured too broadly?

• Adjust the discount code or deactivate it if no longer needed

• Test the shop without the discount code to confirm the price is correct

3. Wrong ticket is visible in the shop

Problem: The wrong ticket (with price €0) is visible in the shop, while the correct ticket (with correct price) is not visible.

Where to check:

• Go to Ticketing → Tickets → Inventory

• Click on the relevant ticket

• Check the Sales Strategy section in the detail panel

• Check Visible in shop - in which shops is this ticket visible?

• Check Status - is the ticket On sale?

Solution:

• Ensure the correct ticket (with correct price) is visible in the relevant shop

• Set the wrong ticket (€0) to Not for sale or remove it from shop visibility

• Go to Ticketing → Shops → [Shop Name] → Edit to check the ticket flow

4. Shop automation rules add free tickets

Problem: Automation rules are configured that automatically add free tickets to orders.

Where to check:

• Go to Ticketing → Shops → [Shop Name] → Edit

• Click on Automation Rules

• Check all active rules

Solution:

• Check if there are rules that automatically add free tickets

• Adjust the rule or deactivate it if no longer needed

• Test the shop to confirm the problem is solved

5. Early bird or flash sale pricing still active

Problem: A temporary promotion is configured (early bird, flash sale) with price €0, and it is still active.

Where to check:

• Go to Ticketing → Tickets → Inventory

• Click on the relevant ticket

• Check the Sales Strategy section

• Check Sale scheduling and timing rules

Solution:

• Adjust the sale start/end time

• Or change the pricing strategy for the current phase

• Test the shop after the change

6. Access keys provide access to free tickets

Problem: Access keys provide access to special free tickets (for example for press, VIP, or partners), and these keys have been widely distributed or leaked.

Where to check:

• Go to Ticketing → Promotions → Access Keys

• Check which access keys are active

• Check which tickets are linked to each access key

Solution:

• Deactivate the leaked access key

• Create a new access key and distribute it only to the correct recipients

• Or change the ticket price of the VIP/press tickets if they should not be free

Quick checklist

Go through this checklist systematically to quickly identify the problem:

Need help?

If you have not been able to solve the problem after going through this checklist:

• Take a screenshot of the shop (with €0 price visible)

• Note the ticket ID and event ID

• Take the ticket settings (from Inventory and Sales Strategy)

• Contact support with this information for further analysis