Change, comp, refund, or cancel a registration

The event's Registrations tab lists every registration with its tickets, and the line above the list tells you how many registrations there are and how many tickets that adds up to. Filters narrow it by Status, Payment, RSVP Confirmation, ticket type, session, and more. Click a row to open Registration Details: their contact information, tickets, sessions, payment, answers to your questions, a history of every change, and every email sent about it.

Add Registration on the Registrations tab is for the neighbor who signed up by phone or on paper. Enter their email (it finds their account or makes one), name, and phone, pick the status, and set their tickets with the plus and minus buttons in Ticket Type Breakdown. Send registration confirmation email is ticked so they get the usual confirmation and QR code. Untick it if they don't need one. A registration you add isn't held to the event's capacity or ticket limits.

Edit Registration on the Registration Details page changes anything about it. Change the email and the registration moves to that person's account, which is how you hand a ticket to someone else. The plus and minus buttons change how many of each ticket type they have, and the session choices change which dates they're in. Like adding by hand, your edits aren't held to capacity or the per-registration ticket limit. Tick Send confirmation email if you want them to get an updated confirmation.

On a paid event, Payment on the add and edit forms records what really happened. Complimentary (the default) means they pay nothing. Paid to you directly (cash, check, Venmo…) is for money you took yourself. Payment still owed marks it unpaid. Only payments made through checkout count toward your event's revenue and payout. Money paid to you directly shows on its own line in the event's financial summary, so you can account for it, but it's never part of what we pay out.

Request payment, in the Payment section of Registration Details, emails the person a link to pay what their tickets cost, minus anything they've already paid, and sends a notification in the app too. Their registration stays confirmed while it's outstanding, and a Balance due note shows the amount until they pay. When the button isn't there, the reason is shown instead: it's already paid, the tickets are free, the event is over, or payouts aren't connected yet.

Issue Refund appears in the Payment section of a registration paid through checkout. It refunds everything they paid, including tickets they added later, back to their card, and emails them a refund notice. Refunds are available until 30 days after the event ends, here and on Financial → Refunds alike. Past that, or on a registration with an open payment dispute, contact support. Financial → Refunds in the sidebar lists everything you can still refund across events, plus your refund history. Money paid to you directly isn't refunded here: you return that yourself.

To cancel, open Edit Registration and set Status to Archived, then press Update Registration. The seats free up straight away, and if Auto-promote from waitlist is on, the next person in line gets them. Cancelling doesn't refund anyone, so refund first if they paid through checkout. Every change, including who made it, is recorded under State Changes on Registration Details.