Help Centre

How can we help you use Thekete better?

Find answers about buying tickets, RSVP events, organiser registration, creating events, scanner access, refunds, payouts, privacy, and account support.

Buyer Help Organiser Help Contact Support

Buying Tickets

Learn how ticket purchases, ticket numbers, QR codes, and checkout work.

RSVP Events

Understand RSVP confirmations, guest counts, accessibility needs, and event preparation details.

Scanning

Find out how organisers assign scanner access and validate tickets at the gate.

Buyer Help

Open the event, click Get Ticket, choose your ticket type, complete checkout, and wait for your ticket confirmation. Your ticket may include a ticket number and QR code for event access.

If you are logged in, go to your buyer dashboard and open your tickets. If your ticket was sent by SMS or email, keep the ticket number or QR code safe.

First check whether payment was successful. If payment was successful but the ticket is missing, contact Thekete support with your event name, payment reference, and account details used during checkout.

Organiser Help

Register as an organiser, submit the required profile and verification information, and wait for your organiser account to be reviewed where applicable. Once available, switch to organiser mode from your profile menu.

In organiser mode, click Create Event. Choose whether the event is a Ticket Event or RSVP Event, complete each collapsible section, upload event images, and submit the event for approval.

Approval helps protect buyers and the platform by reducing fake, incomplete, misleading, or risky event listings. Thekete may reject or suspend events that do not meet platform requirements.

Tickets and QR Codes

Tickets may include a ticket number, QR code, event name, ticket type, scan status, and other access details. Event scanners use the QR code or ticket number to validate entry.

Important: Do not share your QR code publicly. If another person uses it before you, your ticket may be marked as already scanned.

Keep your ticket number and QR code safe.
Do not duplicate or resell tickets without permission.
Arrive with enough time for scanning and event access checks.

RSVP Help

RSVP events are used when organisers need guest confirmation instead of paid ticket sales. RSVP forms may ask for guest count, dietary choices, accessibility requirements, plus-one details, or child attendance information.

Not always. Entry may still depend on capacity, organiser approval, identity checks, security rules, and event-specific conditions.

This depends on the organiser’s settings and RSVP deadline. If you cannot change the details yourself, contact the organiser or Thekete support.

Refunds and Cancellations

Refunds depend on event rules, organiser policy, payment-provider processes, event cancellation, postponement, and applicable law. A buyer should not assume that every ticket is refundable simply because they can no longer attend.

Important: Platform fees, service fees, payment gateway charges, SMS costs, or bank charges may not always be refundable.

Thekete may work with the organiser and payment provider to handle refunds where applicable. Processing may depend on available funds, payment method, chargeback risk, and organiser instructions.

Your ticket may remain valid for the new date unless Thekete or the organiser communicates otherwise.

Organiser Payouts

Payouts are processed after event reconciliation. Thekete may review payment status, refunds, chargebacks, scanner records, disputes, and organiser banking details before paying the organiser.

Gross Revenue is total paid ticket sales before platform deductions.
Thekete Charge is the applicable platform fee.
Net Revenue is the organiser amount after deductions.
Payouts may be delayed if banking details are missing or if there are disputes.

Scanner Access

Organisers can assign scanner access to trusted people for event-day ticket validation. Scanner access can be limited to a specific event and time period.

Yes. If your event is happening today and is still active, you can create scanner access for your gate team from organiser mode.

The scanner can validate tickets assigned to the event. Scanner users should not misuse, copy, or disclose ticket information.

Privacy and Personal Information

Thekete aims to share only necessary event-operation information with organisers. For example, event reports should not expose unnecessary buyer contact details where attendance and ticket reporting can work without them.

POPIA-aware approach: Thekete should minimise buyer contact sharing and use platform-controlled messaging where practical.

Read the full Privacy Policy for more details.

Contact Support

If you need help, include enough information so support can trace the issue quickly.

Ticket issue Send the event name, buyer name, payment reference, ticket number if available, and a short explanation.

Organiser issue Send your organiser name, event name, page where the issue happens, and screenshots where possible.

Payout issue Send the event name, event date, payout amount expected, and banking/profile status.

Privacy issue Send your account email and explain what personal information request or concern you have.

Support note: Do not send card numbers, banking passwords, OTPs, or private login credentials to support.