Contact
- Hours
- Monday to Friday, 09:00 to 17:00 Central European Time
Response times
- Errors that stop tickets from being sold, issued or checked in: we aim to reply within 2 business days.
- Other requests: we aim to reply within 5 business days.
These times apply during Monday to Friday, 09:00 to 17:00 Central European Time.
What to include
A good request lets us answer without asking questions first.
- Your Statamic and PHP versions, and the addon version (php please support:details prints them all).
- The order number, and whether Stripe is in test mode.
- The webhook's recent deliveries in the Stripe Dashboard, if a payment did not issue tickets.
- What you expected to happen, and what happened instead. A screenshot helps.
- When it happened, with your time zone.
Please do not send passwords or confidential content. If we need an example, we will ask for it.
Common questions
A buyer paid but has no tickets.
Open their order under Tools, Tickets. If it still says In checkout, the webhook did not reach the site: check the endpoint URL and signing secret, and Stripe's list of recent deliveries. A bank payment shows Payment on its way until it arrives.
The webhook fails with 400.
The signing secret in KARELIA_TICKETS_STRIPE_WEBHOOK_SECRET does not match the endpoint in Stripe, or the server clock is more than five minutes off.
The ticket email did not arrive.
The order shows Email failed with the reason if Laravel could not send it. Fix the mail settings and use Email tickets again. The buyer can always use the ticket page link.
The camera does not start on the check-in page.
The site must be on HTTPS and the browser must be allowed to use the camera. Typing the code works without it.
There is no Tickets tab on my events.
Choose your events collection under Settings. The tab appears on entries in the collections listed there.
Can I refund part of an order?
Refund part of it in the Stripe Dashboard. The order records the amount and its tickets stay valid. Refunding the whole order voids its tickets.
Security issues
If you believe you have found a vulnerability, do not post it publicly. Write to support@karelialabs.atlassian.net instead. The security page says what to include.