Promoter FAQs


  • I would like to change the date, time, or location of my event
    • You can change the date and time of your event for up to 3 days after submission if no tickets have been sold.
    • If 3 days have passed since the event has been submitted or tickets have been sold on the event, only an RA staff member can change these details. Please reach out to [email protected] if you need assistance with this.
  • I’m not able to add tickets to my event
    • When you are first adding tickets to an event, this needs to be done from a promoter account that is linked to the username that originally submitted the event
    • After this ticket is submitted, you can grant a co-promoter ticket admin access so they can add tickets themselves
    • Contact [email protected] if you are having issues with this
  • How do I add a co-promoter?
    • You can add a co-promoter to your event by submitting an update and then heading to the last page of the event submission process.
    • If you’d like this promoter to have ticket admin access, please contact [email protected]
  • I’m unable to access the email address associated with my username or promoter page
    • In order to change the email address of your user account, you will need to access the magic link sent to the email address that is currently on file
    • If you do not have access to this email address, please contact us at [email protected] so we can verify your identity
  • I’d like to create a new venue on RA
    • You can create a new venue through this link. Please make sure to input the capacity of the venue submitting the page. Email us at [email protected] once done with the venue name and we’ll approve it for you.
  • How can I manage my venue page?
    • All venue listings are managed and maintained internally by RA staff, please reach out to [email protected] and we'll be happy to make any amendments for you
  • I’m unable to see my event in RA Pro
    • Are you the event admin? If so, you should be able to see the event under “Manage event and tickets” in RA Pro
    • If you are a co-promoter but not the event admin, please click the three-bar menu to the left in RA Pro > Events > Ticketed events and you should find your event there
  • I want to edit the order of my ticket tiers
    • You can do this by setting the start time of your tiers in chronological order
      • I.e. if you’d like Entry before 11pm to appear above Early bird, set the on sale times like so: 10/04 12:00pm, 10/04 12:30pm
  • I want to download customer emails
    • To export your event data, please see the steps below:
    • 1) log into the RA user account that manages your promoter with ticketing access
    • 2) click on the 'RA Pro' tab, and then 'Events & tickets'
    • 3) click on 'Event Management' for the event in question
    • 4) select 'Audience data' > 'export audience' > 'export data'
  • I want to add my payment details
    • To add/update your payment information, please head to RA Pro > manage promoters > banking and enter your account details.
  • How do I create logins for door staff for the scanner app?
    • You can create different passwords for your door staff, so that you don’t have to share your full login credentials
    • To do this, head to RA Pro, navigate to Ticket Management and set the password under the 'RA Ticket Scanner' section at the bottom of the page. We recommend you change the password for every event. The username remains the same as the primary login.
  • I need to cancel/reschedule my event
  • When will my event be paid?
    • Your event will be paid the Tuesday after the event has taken place.
    • From there, it can take up to 4 business days to land
    • If you have not updated your bank details by the Tuesday, but have updated them after, please contact us so we can pay out your event.
  • Who can I contact at RA if I need help?
    • If you are a promoter and you need help editing an event, tickets or have a question regarding payment, please reach out to [email protected].
    • If you are a ticket customer or you'd like to redirect your customers to RA, please contact [email protected].
    • If you are an RA partner, please contact your Partnerships Manager or your Partnership Support Coordinator. Your Partnership Support Coordinator will be able to help you with day-to-day questions, for example regarding payouts, ads, budgets etc. In the EU this will be Lucie ([email protected]), in the UK it's Martha ([email protected]) and in the US it's Mohammed ([email protected]).
    • If you need more technical support, please reach out to the Solutions team via [email protected].
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