FAQ

Got a question? Chances are that someone else had it, too. Check our frequently asked questions for answers on blockchain, NFTs, and what we do.

For Sellers

How do I get started?

Visit our support form and a NeonOx representative will contact you.

What is a Shop?

A Shop is where you will sell your tickets. You can create as many shops as you would like per event. For a basic set up you will only need one shop. If you would like to create “tracking links” to send to promoters or bands, you can duplicate the main shop you created and this will then have its own unique link just like a tracking link. Each shop’s revenue data will be separated in your reports.

What is a Gate?

A Gate is a link. Each shop will have their own gate. However, you can create custom gates that include multiple shops if you would like. A good example of this would be if you have multiple events on sale and would like to direct ticket buyers to see all of those events, you would create a gate and put all of your event shops into it. This will allow people to choose which one they want to go to. To create a gate, click the drop down arrow next to “events” in the account level navigation bar and select “gates”.

What is a Pool?

Pools simply manage inventory. To create a ticket in your shop, you must first create a pool. You may have a specific capacity and can only sell 2,500 tickets, so make a pool with 2,500 available tickets. You’ll still have the ability to further limit ticket sales of individual ticket types when creating tickets.

How do NFTs work?

The ticket image is minted into an NFT after the event is over. Within the NeonOx smart wallet app, ticket buyers can link the Ethereum or Polygon address they would like to have their NFT sent to. We recommend MetaMask. Detailed information will be provided during your onboarding sessions.

How do I scan tickets?

The “Get-In Ticket Scanner” is available on both IOS and Android. Once downloaded, you can scan the QR code or enter the text code that is listed on your NeonOx dashboard. You can find these codes in the top navigation under the scanning section.

How do I use the box office?

To sell tickets at the box office, navigate within your NeonOx dashboard to the event you want to sell. Click into it by clicking on the event name. At the top of the page you will see both account level (very top) and event level navigation (just below that) Select “attendees” in the event level navigation. You will then see “+Sell Tickets” click that and follow the prompt on the page.

TIP: Don’t forget +1 for USA country code when entering a phone number.

Refer to Youtube tutorial video for additional information.

For Buyers

How do I enter the event?

NeonOx tickets are protected against scalping and fraud. To register that you are the rightful owner of a ticket, an active internet connection is required. To enter, you need to bring your smartphone. At the entrance all tickets are scanned directly from your account, do please make sure you can access your tickets with just one click. The easiest way to do so is by downloading our app!

Sharing

If you are going with a group, you can choose to share your tickets beforehand. This helps, if, for example, you don't have internet on your phone but your friend who is joining you has. You can then share your tickets before the event to make sure you can both get in!

No smartphone

Don't have a smartphone? No problem. Bring the phone you used to buy the tickets as well as a valid ID to the venue, and check in at the front desk.

How do I buy tickets if I do not have a cell phone?

No cell phone? No problem. In order to complete the confirmation process, you can simply set up a Google Voice number for free, and receive texts right to your computer. Setup takes less than 2 minutes. For more information, click here

I want to print my tickets, is that possible?

No. Tickets from NeonOx are protected from scalping and fraud. Everything that happens to our smart tickets is registered digitally, and the ticket will always remain the same price.

Our tickets only work when they are scanned directly from your mobile phone, screenshots will not work.

How do I open my tickets?

The easiest way to see your tickets is by using the NeonOx available for Android and iOS.

You can use it to view, share, sell and have your tickets scanned at the event.

Note: Your account is connected to your phone number. If you log in with a different phone number than the one you bought the tickets with, you won't see any tickets. In the confirmation email, you will find the phone number you used for the booking.

Did you pay but you can't find your tickets? Please contact us.

I want to give my tickets away. Can I do that?

You can share the tickets with others or give them to someone else without having to print the tickets.

I don't have a smartphone, what do I do?

If it is not possible to open the tickets on your phone, we can help you on the spot at the event. Bring the phone you used to buy / register the tickets and your ID.

Why does my phone number not work?

You need to enter your mobile number including your country code.

For example +1 for the USA. Otherwise you won’t be able to receive the text message.

When will the lock on my ticket disappear?

On the day of the event (usually a few hours before doors open) the encryption automatically disappears, so you can have the tickets scanned at the entrance. Of course, the tickets are still secured against illegal resale and duplication.

If the lock has disappeared, you will see 1 QR code. You have 1 QR code for your entire order, no matter the number of tickets. This way, we only have to scan once to give you (and your group) access. In this way, we keep the lines as short as possible.

Are you not entering the event at the same time?

You can share tickets with friends by using the NeonOx App for Android and iOS.

My screen is cracked, how can you scan my ticket?

No problem! You can open the QR code and then enlarge/reduce and drag it, exactly to the place on your phone where you don't have a crack.

Make sure you have installed the NeonOx App. Click on the QR code to open it, then you can drag it.

How do I create an account?

When you log in with your phone number for the first time, you fill in the required information. Once saved, your account is created! You can log into the NeonOx App for Android and iOS, or login via the website.

Enter your (mobile) phone number and choose "Send me an SMS". You will now receive a 4-digit code to log in.

What do I need to buy tickets?

You need a phone that can receive an SMS text message and your credit card. It’s super easy!

Why do I need a phone that can receive an SMS text message?

Your tickets will be linked to your phone number. You will log in with your phone number, then you will receive a code by SMS that is required to log in.

What data do I have to fill in for an account?

To create your account, we ask the following information:

  • First and last name
  • E-mail address
  • Gender
  • Date of birth
  • Address (optional)
Do I have to pay immediately?

Yes! The order is complete only after you have paid. The payment methods offered differ per event.

How do I claim my NFT?

First, you must open the NeonOx App, and login with the same phone number you used to buy your tickets. Once logged in, you can navigate to your profile by clicking the gear icon in the top right corner.

In this section there is a toggle button called, “Show NFT index and blockchain links”. We recommend turning this option on so that all guidance is visible for locating a collectible on the blockchain.

Next navigate to the “Claim your tickets as NFTs” page.

From here you will need to enter their Ethereum or Polygon address in the “NFT claim address” text box.

An Ethereum address is a unique identifier for a wallet on the Ethereum blockchain. It looks like a long combination of numbers and letters that starts with a 0x. An example of an Ethereum address is:
0x8b283e08843d6625d4384b59ab54d587c3aa4359

By having an Ethereum or Polygon address, we're able to send the digital collectible to you, the ticket owner. This gives you complete ownership of the collectible that lasts forever.

You can set up their Ethereum or Polygon address using MetaMask.

Once you have entered your ethereum or Polygon address, you can then press “Save” and you are now set up and ready to go!

When does a collectible get sent?

Collectibles are automatically sent to the ticket holder when their ticket is scanned at the event (so after entering the event). Make sure you add your wallet address before that. The collectible will be distributed automatically when your ticket is scanned at the event.

How do you see your digital collectibles?

The easiest way to see a digital collectible is by viewing it in our NFT Ticket Explorer.

When the event is not in the past yet, you can click on “NFT INDEX [code]” in the NeonOx app which takes you to your ticket on the NFT Ticket Explorer.

When the event is in the past, you go to our NFT Ticket Explorer and fill in your wallet address. You then will see your fridge with all your NFT Tickets on it. You can click on one of your tickets for more details.

If you are looking to access, transfer and even exchange your collectible, you can do so on decentralized marketplaces such as OpenSea.

The easiest way to add Polygon to Metamask is to visit the URL:
https://wallet.polygon.technologywallet

From here you can click the button in the top left corner - “Switch to Polygon”

This should bring up a MetaMask popup, which asks you if you would like to add the Polygon network. Choose Approve.

The Polygon network should now be added to MetaMask. You can verify this by clicking on the MetaMask extension and seeing “Polygon” as the network in the top bar:

Login to Open Sea:

Access your profile through the Login page: https://opensea.io/login

Choose “MetaMask”, this should then connect you to your wallet and take you to your portfolio page which displays all your collectibles. To view your claimed collectible, you’ll need to navigate to the “Hidden” tab.

To unhide the collectible and showcase it on your profile, click the three dots at the bottom of the collectible and choose 'Unhide':

You should now see your collectible on the “Collected” tab.

Can a collectible be sold?

Yes, all collectibles can be listed for sale on OpenSea and other decentralized marketplaces. The collectible owner can place a collectible for sale on these platforms at a price of their choosing but this does not guarantee that the collectible will be bought by another user.

My collectible doesn’t look like it should on OpenSea (wrong image).

If your NFT collectible doesn’t look correct, then there is a step you need to take on OpenSea to change the image so it displays correctly.

Click on the NFT that needs changing on your profile.

In the right hand column, you will see a number of buttons. One button should have a circular arrow and when hovered over says ‘Refresh Metadata’. Click this button and within 5-10 minutes your NFT will display correctly!

What's an NFT Ticket?

Did you know that your ticket to an event can be claimed as a collectible and unlock extra benefits once an event ends?

How is this possible?

Each ticket to an event is registered on the blockchain as an NFT ticket.

An NFT stands for a ‘Non Fungible Token’, which may sound a tad confusing - but don’t worry this guide will walk you through what an NFT is and what benefits it can provide to you. You can think of an NFT as a digital deed that represents ownership of a unique digital item, for example a ticket, or an art piece, it has to be unique.

Thanks to this new technology, once an NFT ticket is scanned (so when you enter the event), it becomes what we call a ‘digital collectible’. You can claim your collectible and treat it like a memento or souvenir that creates a new way to connect and cherish moments long after the event ends.

If you’d like to learn a bit more about the fundamentals of NFTs, you can click here, but it’s not necessary for the purpose of this guide.

What does a digital collectible look like?

When you will look up the digital collectible within the GET NFT Ticket Explorer you can check the lifecycle of the ticket:

What are the benefits of digital collectibles?

You get to keep and own your digital collectible. It lasts forever and can be displayed on a number of websites and platforms. For now, each collectible can be seen as a memento from the event that can be showcased on our NFT Ticket Explorer and traded on marketplaces such as OpenSea.

In the near future, collectibles will offer new connection opportunities between you as an attendee and the artist. We’re hard at work building avenues so collectible holders can be rewarded in a way.

Where can I find my tickets?

Your tickets are kept safely in your online NeonOx account. This is the only place where they are kept.

The easiest way to see your tickets is by using the NeonOx Tickets app:

Install the NeonOx Tickets app on your phone. It is available for Android and iOS.

You can use it to view, share, sell and have your tickets scanned at the event.

Note: Your account is connected to your phone number. If you log in with a different phone number than the one you bought the tickets with, you won't see any tickets. In the confirmation email, you will find the phone number you used for the booking.

Did you pay but you can't find your tickets? Please contact us.

NEONOX APP:
What happens if an event is canceled?

It depends on the organizer and the terms of the sale whether you get your money back and when that happens. Of course, we will inform you as soon as possible. We inform you per email. You can check and adjust your email via the Profile page.

The decision about cancellation rests entirely with the organizer and can therefore differ per event. If you receive a refund, we will refund the money to the account you used to buy the tickets.

What happens if an event is changed or moved to another date?

If the date or location of an event changes, we will inform you as soon as possible. We inform you per email. You can check and adjust your email via the Profile page.

Your tickets will remain valid, unless you are informed otherwise.

Can't attend the event on the new date?

The decision about relocation rests entirely with the organizer and can therefore differ per event. You can find more information about canceling your tickets in the information email.

How can I sell my tickets?

You can sell your tickets via our app (on your phone/tablet). Don't have the app yet? Download it here.

  • Select the event;
  • Choose the ticket type you want to sell. The tickets are grouped by ticket type.
  • If you have chosen the ticket type, you will see all the tickets you have of this type. Now click 'Sell ticket'.
  • If you want to sell all your tickets, you have to sell them separately.
  • Share the link to your tickets with friends / family / online, so your tickets will sell faster!
After the ticket is purchased by someone else, the original amount (excluding service costs) will be refunded to your bank account within 2 business days. For credit cards, it takes a bit longer (sometimes up to 1 month) before the money is refunded.

After the ticket is purchased by someone else, the original amount (excluding service costs) will be refunded to your bank account within 2 business days. For credit cards, it takes a bit longer (sometimes up to 1 month) before the money is refunded.

Sharing or gifting tickets (physical events)

You can share purchased tickets with friends and family using the NeonOx App.

It’s as easy as a handshake, but, similarly, sharing tickets also requires you to be in the same place. This can be done at any moment before the event date. After scanning the invitation you will be in a group together for this event.

How do I share tickets?

For sharing, both the person who shares and the recipient of the tickets need the latest NeonOx App. Once you are logged in, you will see your event(s) and a button 'Invited by a friend? Scan QR code'. Your friend who is going to receive the ticket will need this button.

Simply click on the event for which you want to share your tickets. You will see your tickets and a button with: 'Invite a friend'. Click on this button.

When you invite someone for the first time, you will see a short explanation of how sharing works. Read the instructions carefully and follow the steps to share your tickets. You can always open the explanation again if you somehow get stuck.

Word of warning: Only invite people that you trust!

In a group everyone has the exact same rights; to sell tickets, invite others and enter the event. Anyone in the group can sell your tickets at any time.

The tickets are shared

Great! You are now in a group together. You can now both see and use the tickets, or put them up for sale if you decide to not go to the event after all.

Did something go wrong?

No worries. Please contact our support team.

I have a new phone number. How can I get my tickets now?

Of course it's possible that for whatever reason you are going to change your phone number. The easiest way to preserve your tickets in this case is to share your tickets with a friend before your current number is deactivated.They can then share the tickets with you on your new number again.

If you already have a new phone number, please contact us.

To prevent fraud, we ask for official proof of your number change and proof of your previous number. After receiving the documents, we ensure that your tickets are transferred and accessible via your new mobile number.

Need support?

We’re here to help you get the most out of your ticketing system. Let us know what you need, and our team will get back to you soon.

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