Frequently Asked Questions

1. Find an event you're interested in by browsing or searching
2. Click on the event to view details
3. Click the "Register" or "Get Tickets" button
4. Select your ticket type and quantity (if applicable)
5. Fill in your attendee information
6. Complete payment if required
7. Receive confirmation email with your QR code ticket

• An immediate confirmation email with your ticket and QR code
• A copy of your ticket in your dashboard under "My Tickets"
• A reminder email 24 hours before the event (if enabled)
• SMS reminder if you provided a phone number and opted in

• Check the event page for specific refund terms
• Contact the organizer directly through the event page for refund requests
• If the event is cancelled, refunds are automatically processed
• For issues with refunds, contact support@askgen.co.ke for assistance

• Click the heart icon on any event card in the listings
• On the event detail page, click the "Save" button

• You'll receive an email notification immediately
• Full refunds are automatically processed within 5-7 business days
• The refund will go back to your original payment method
• Your ticket will be invalidated
• You may receive additional communication from the organizer about rescheduling

1. Log in to your account and go to "My Tickets"
2. Find the ticket you want to transfer
3. Look for a "Transfer" button (if available)
4. Enter the recipient's email address
5. The recipient will receive instructions to claim the ticket

1. Sign up as an organizer (if you haven't already)
2. Log in to your organizer dashboard
3. Click the "Create Event" button
4. Fill in event details: title, description, category, and tags
5. Set date, time, and location (venue name and address)
6. Upload high-quality images and promotional materials
7. Configure ticket types (free or paid) with pricing and quantities
8. Set registration deadlines and capacity limits
9. Review all information and publish your event

• Free tickets: No payment required, just registration
• Paid tickets: Set price and quantity for each tier
• Early bird: Limited-time discounted pricing
• VIP packages: Premium access with special perks
• Group rates: Discounted pricing for multiple tickets

• Name and description
• Price (for paid events)
• Quantity available
• Minimum and maximum per order
• Sales start and end dates

1. Set up your bank account details in your organizer settings
2. Attendees pay for tickets through various methods (card, M-Pesa, etc.)
3. Funds are held securely by Paystack
4. Payouts are processed weekly, 7 days after your event ends
5. Funds are transferred directly to your bank account

Payout schedule:

• Free plan: Weekly payouts, 2.5% transaction fee
• Professional plan: Weekly payouts, 2% transaction fee
• Enterprise plan: Daily payouts available, 1.5% transaction fee

• Real-time counts: See total registrations, ticket types sold, and revenue
• Attendee lists: View detailed attendee information with export options
• Check-in status: Track who has checked in at the event
• Payment status: Monitor paid, pending, and failed payments
• Analytics: View registration trends, demographics, and conversion rates

• Export attendee data as CSV or Excel
• Print attendee badges or lists
• Send email communications to registered attendees
• View real-time check-in status during the event

• QR Code Scanner: Use your phone or tablet to scan attendees' QR codes
• Manual Entry: Type in registration codes for backup
• Name Search: Search for attendees by name
• Batch Check-in: Check in multiple attendees at once

1. Open the check-in page in your organizer dashboard
2. Select the event you're checking in for
3. Use the camera scanner or manual entry
4. When a valid ticket is scanned, the attendee is checked in
5. You'll see confirmation and attendee details

Paystack fees are approximately 1.5% + KES 100 for local card transactions and mobile money. International cards may have higher fees.

• Enable "Door Sales" in your event settings
• Use the same QR scanner app to process on-site registrations
• Accept payments via mobile money or card using Paystack's mobile payment links
• Print tickets on-site or send via email/SMS
• Track door sales separately from online sales in your dashboard

• Have multiple devices for high-traffic events
• Ensure good internet connectivity
• Print QR codes for manual backup
• Train staff on the check-in process beforehand

1. Go to "Registrations" in your dashboard
2. Find the attendee you want to refund
3. Click the "Process Refund" button
4. Select refund amount (full or partial)
5. Add a reason for the refund (optional)
6. Confirm the refund

Refund processing:

• Refunds are processed through Paystack
• Funds return to the original payment method within 3-5 business days
• Attendees receive email notification of the refund
• Refunded tickets are immediately available for resale

Note: Our transaction fees are not refunded. For event cancellations, we recommend refunding all attendees through the bulk refund option.

• Custom fields: Add text fields, dropdowns, checkboxes, and more
• Conditional logic: Show/hide fields based on previous answers
• File uploads: Allow attendees to upload documents
• Terms acceptance: Require agreement to terms and conditions
• Multi-page forms: Break long forms into manageable steps

1. Go to your event edit page
2. Click on "Registration Form" tab
3. Use the drag-and-drop builder to add fields
4. Configure field properties (required, validation, etc.)
5. Preview the form before saving

• Cards: Visa, Mastercard, Verve, American Express
• Mobile Money: M-Pesa, Airtel Money, MTN Mobile Money
• Bank Transfers: Direct bank deposits
• USSD: For feature phone users
• QR Codes: Scan-to-pay via banking apps

• Standard: Weekly payouts, every Friday
• Holding period: 7 days after event end date
• Enterprise plans: Daily payouts available
• First payout: Occurs 7 days after your first paid registration

The 7-day hold allows for:

• Processing any refund requests
• Resolving payment disputes
• Ensuring funds are cleared

If you continue having issues, try:

• Using a different payment method
• Clearing your browser cache and cookies
• Using a different browser or device
• Contacting your bank to whitelist Paystack transactions

1. Log in to your organizer dashboard
2. Go to "Settings" → "Banking Details"
3. Update your bank account information
4. Enter bank name, account name, account number, and branch code
5. Save changes

For payment method updates when purchasing tickets:

• During checkout, simply enter new card details
• Paystack does not store card information by default
• You can save cards securely with Paystack for future purchases (optional)

For subscription billing (organizer plans):

• Go to "Subscription" in your dashboard
• Click "Update Payment Method"
• Enter new card details

All fees are calculated and displayed before you confirm any transaction. There are no setup fees, cancellation fees, or hidden charges. International transactions may incur additional currency conversion fees from your bank.

• After purchase, you'll receive an email receipt with transaction details
• For a formal invoice, log in to your account and go to "My Tickets"
• Click on any ticket and select "Download Invoice"
• Invoices include all necessary details: event name, date, amount, payment method, and transaction reference

For organizer subscription invoices:

• Go to "Subscription" in your organizer dashboard
• Click on "Billing History"
• Download invoices for each billing period

If you need a customized invoice for your organization, contact support@askgen.co.ke with your transaction details.

• KES (Kenyan Shilling): Default currency for Kenyan events
• UGX (Ugandan Shilling): For Ugandan events
• TZS (Tanzanian Shilling): For Tanzanian events
• GHS (Ghanaian Cedi): For Ghanaian events
• NGN (Nigerian Naira): For Nigerian events
• USD (US Dollar): Available for international events

Currency selection:

• Organizers select currency when creating an event
• All ticket prices are displayed in the selected currency
• Payments are processed in the event currency
• Payouts to organizers are made in the local currency of their bank account

Currency conversion fees may apply for international cards and cross-border transactions.

1. Go to the login page
2. Click the "Forgot Password" link
3. Enter your registered email address
4. Check your email for a password reset link (check spam folder if not received)
5. Click the link (valid for 1 hour)
6. Enter your new password (minimum 6 characters)
7. Confirm the new password
8. Click "Reset Password"

Password requirements:

• At least 6 characters long
• Can include letters, numbers, and special characters
• Case-sensitive

If you don't receive the reset email within 10 minutes, contact support@askgen.com.

Manual backup:

• Use the manual entry option to type registration codes
• Search for attendees by name in the check-in interface
• Have a printed list as last resort

For the best experience, we recommend:

• Keeping your browser updated to the latest version
• Enabling JavaScript and cookies
• Using a stable internet connection
• Clearing cache and cookies if you encounter issues

Internet Explorer is not supported. Please upgrade to a modern browser.

• Mobile web: Fully responsive website optimized for phones
• PWA install: Add to home screen for app-like experience
• Offline mode: Access saved events and tickets offline
• Push notifications: Get reminders and updates

To install the PWA:

1. Open AskGen in Chrome or Safari on your phone
2. Look for "Add to Home Screen" option
3. Follow the prompts to install
4. The app icon will appear on your home screen

Native iOS and Android apps are currently in development and coming soon!

1. Log in to your account
2. Go to "Profile" → "Notification Preferences"
3. Choose your preferred notification channels:
• Email notifications (default)
• SMS notifications (requires phone number)
• WhatsApp notifications (requires phone number)
• Browser push notifications
4. Select reminder timing (24h, 2h, 1h before events)
5. Save preferences

For browser push notifications:

• You'll need to grant permission when prompted
• Works on Chrome, Firefox, and Edge
• Notifications appear even when the site is closed

Note: SMS and WhatsApp notifications may incur standard carrier charges.

1. Check your spam or junk folder
2. Add noreply@askgen.com to your contacts
3. Verify your email address in account settings
4. Check email notification preferences are enabled
5. Ensure your email inbox isn't full

Common email delivery issues:

• Some free email providers may block bulk emails
• Corporate firewalls may filter external emails
• Email forwarding can cause delivery delays

If you're still not receiving emails:

• Try using a different email address (Gmail recommended)
• Contact support@askgen.co.ke with your email details
• We can manually verify and whitelist your email

1. Click the "Sign Up" button in the top right corner
2. Choose account type: Attendee or Organizer
3. Fill in your name, email, and password
4. For organizers, provide your organization name
5. Accept the Terms of Service and Privacy Policy
6. Click "Create Account"
7. Verify your email address (check your inbox)

Benefits of having an account:

• Track all your registrations in one place
• Save favorite events
• Receive personalized recommendations
• Manage notification preferences
• Access your ticket history

1. Log in to your account
2. Go to your profile/dashboard
3. Look for "Become an Organizer" option
4. Click "Upgrade to Organizer"
5. Provide your organization details
6. Accept organizer terms
7. Submit for verification

Verification process:

• Our team reviews your application within 24-48 hours
• You'll receive email confirmation when approved
• Once verified, you can start creating events

Alternatively, you can sign up directly as an organizer at organizer-signup.php

1. Contact support at support@askgen.com
2. Provide your current email address
3. Provide your new email address
4. Verify your identity (may require answering security questions)
5. We'll send a verification link to your new email
6. Click the link to confirm the change

Requirements for email change:

• New email must not be already registered
• You must have access to both old and new emails
• Account must be in good standing
• No pending issues or disputes

1. Contact support at support@askgen.com
2. Subject line: "Account Deletion Request"
3. Include your registered email address
4. Confirm your identity
5. We'll process your request within 5 business days

Important considerations:

• Cannot delete if: You have active events, pending payments, or unresolved disputes
• Data removal: Personal information will be permanently deleted
• Retention: Transaction records may be kept for legal compliance
• Irreversible: Deletion cannot be undone

Alternative: You can deactivate your account temporarily by changing notification preferences to "off" and removing payment methods.

1. Log in to your account
2. Click on your profile picture or name in the top right
3. Select "Profile" from the dropdown
4. You can update the following information:
• Full name
• Phone number
• Profile picture/avatar
• Bio/description
• Notification preferences
• Password (via "Change Password" tab)
5. Make your changes
6. Click "Save Changes" at the bottom

For organizer profiles, you can also update:

• Organization name and logo
• Organization description
• Banking details for payouts
• Team members (Professional/Enterprise plans)

1. Reset your password immediately using "Forgot Password"
2. Check your email for any unauthorized changes
3. Review recent activity in your dashboard
4. Check payment methods for unauthorized transactions
5. Contact support immediately at security@askgen.com

What we'll do:

• Temporarily lock the account to prevent further access
• Investigate suspicious activity
• Help you regain access
• Reverse any unauthorized changes
• Work with Paystack to secure payments

Prevention tips:

• Use a strong, unique password
• Enable two-factor authentication (coming soon)
• Never share your password
• Be cautious of phishing emails
• Log out from shared devices

1. In your event creation/edit page, go to "Ticket Types"
2. Add a new ticket type called "Early Bird"
3. Set your discounted price
4. Set a limited quantity (e.g., 50 early bird tickets)
5. Configure sales period:
• Sales start: 2 months before event
• Sales end: 1 month before event (or when sold out)
6. Add regular ticket types with higher prices

Tips for early bird success:

• Limited quantities create urgency
• Price should be significantly lower than regular
• Promote the early bird deadline heavily
• Consider multiple early bird tiers
• Offer early bird exclusive perks

1. In your event settings, enable "Waitlist" feature
2. When tickets sell out, attendees can join waitlist
3. Collect name and email for waitlist
4. If tickets become available:
• System automatically notifies waitlist in order
• First-come, first-served
• Time-limited offer to purchase (e.g., 24 hours)
• If not claimed, offer goes to next person

Waitlist best practices:

• Set reasonable notification time limits
• Consider adding more tickets if demand warrants
• Use waitlist data for future event planning
• Offer waitlist special promotions for next event

1. Create your first event as usual
2. After publishing, look for "Create Recurring Series" option
3. Choose recurrence pattern:
• Daily - every X days
• Weekly - every week on specific days
• Monthly - on specific date each month
• Custom - set your own schedule
4. Set series duration (end date or number of occurrences)
5. Choose whether to keep same venue/time
6. Select ticket pricing (same for all or configure per instance)
7. Review and create series

Benefits of recurring events:

• Save time - create once, publish many
• Consistent branding across series
• Attendees can register for multiple dates
• Analytics across the entire series
• Easy to manage cancellations or changes

1. In ticket configuration, create a new ticket type
2. Name it "Group Rate" or "Team Package"
3. Set minimum per order (e.g., 4 tickets minimum)
4. Set maximum per order (e.g., 10 tickets maximum)
5. Price the group ticket at a discount
6. Example pricing:
• Individual ticket: KES 1,000
• Group of 4: KES 3,600 (10% discount)
• Group of 10: KES 8,500 (15% discount)

Advanced group options:

• Corporate packages with special perks
• Team building event bundles
• Family passes (2 adults + 2 children)
• Early bird group rates

Note: Group ticket purchases register as one transaction but can include multiple attendee names during checkout.