Frequently Asked Questions

Welcome to our FAQ. Here you will find quick answers to the questions we hear the most. 

Access and Signing In

Why won't it let me turn on Face ID?

For security reasons, Face ID can only be turned on immediately after you sign in with your username and password. If you see " Sign in with your username and password again before enabling biometrics.", logout of the app and sign back in with your username and password. Then turn on Face ID.  

Why do I have to set up Face ID again?

Signing out turns off Face ID or fingerprint sign-in and removes your saved login from your phone. Turn it on again the next time you sign in with your password. 

I can't find the Default company setting. Where is it?

Default company is only available if your account has access to more then one company. With one company, the app will always use your account's single company.

Listings and Prices

Why can't I change the price on a sold listing?

Once a listing sells, Edit Price, Share, E-Delivery, Schedule Price and Auto Pricer are no longer available. You can still add notes, see its history, open the seat map and send a Help & Support request. 

Where did the Remove Tickets button go?

Remove Tickets only shows when your account has access to remove tickets, the listing hasn't sold, and it has more than one unsold ticket. If your tickets are unsold and you need to remove them but are unable to, contact the support team. 

I changed a lot of prices at once and it says "Prices Partially Updated". What happened?

Some of your listings were updated and some weren't. You'll see a list of the ones that didn't update, and why. Don't worry, the others keep their new price, so you only need to fix the ones on that list. 

Why can't I select some listings when I change prices in bulk?

If your listing has a small "Sold" label, it cannot be selected for price changes. Only unsold listings can be repriced. 

Why can't I share my listing?

A listing needs a price above $0.00 before you can share it. If it's at $0.00, you see "Set a price above $0.00 before sharing this listing." Sold listings can't be shared. 

I can't see my sold listings on an event. Where are they?

Sold listings are hidden until you choose to show them. On the event page, tap Options and turn on the Show Sold switch. 

Why don't I see past events in my Inventory?

Inventory leaves out past events unless you set a Start Date, or search by Event ID, Listing ID, PO ID or PO date. 

Purchasing

My purchase order says "PO Likely Created". Should I send it again?

Before resubmitting the purchase order, review your inventory as the PO was likely already created. If you check your inventory and do not see the tickets, you may retry. 

Home, Search and Favorites

Where did my favorites go?

If you have recently signed out of the app, your favorites have likely been removed. Favorites and other settings are not saved, once you log out of the app, for security reasons. Favorites will also not appear on other phones or tablets. If you have not recently logged out of the app and do not see your favorites, please contact support. 

Why can't I find a sale when I search?

Search looks through the sales already populated on your Sales screen. For an older sale, type its invoice number using numbers only. 

I made a change, but it's not in Recent Activity. Why?

Recent Activity only lists changes you made in this app on this phone. Changes made on the Portal website or on another phone don't show there. If you made a change on the app and it is not appearing in recent activity, please contact customer support. 

Why can't I tap some options in the Pricing, Sales or Purchasing menus?

Pages or tabs that are greyed out are not yet available in the app, but are coming soon! 

Internet, Updates and Support

The app says "You're offline. Showing saved data." Can I still use it?

Yes, you can still look at your saved information. Changes, such as new prices, need an internet connection. Reconnect, then refresh the screen. Read more: Using the App with No Internet or Poor Connection

How do I get the newest version of the app?

The app checks for updates and downloads them by itself while you use it. To finish, close the app completely and open it again. Once the update is in, you see "Portal has been updated to the newest version". 

How do I contact Stage Front support?

If you have a problem with a listing, send a Help & Support request from that listing. Read more: Contacting Support from the App