FAQ & Troubleshooting

Account & Login

I can’t sign in to my account

• Make sure you’re using the correct email or phone number
• If you signed up with email, try the Forgot Password link on the sign-in page
• If you signed up with your phone number, make sure you can receive SMS messages
• Clear your browser cache and try again

I didn’t receive a verification code

• Check your spam/junk folder (for email codes)
• Make sure your phone has signal (for SMS codes)
• Wait 60 seconds and request a new code
• If using a VoIP number, try a standard mobile number instead

How do I change my email or phone number?

Go to Profile in the top right menu, then update your contact information.

Tickets & Checkout

My payment was declined

• Verify your card details are correct
• Check that your card hasn’t expired
• Ensure you have sufficient funds
• Try a different payment method
• Contact your bank if the issue persists

I didn’t receive my tickets

• Check your email spam/junk folder for the confirmation
• If you have a Vega account, sign in and check My Tickets on your dashboard
• Tickets appear immediately after successful payment — if your payment went through but tickets don’t appear, contact the event organizer

Can I get a refund?

Refund policies are set by each event organizer. Contact the organizer through their community page or the event details page for refund requests.

How do I transfer a ticket?

1. Open the ticket from your dashboard
2. Tap Transfer Ticket
3. Enter the recipient’s email
4. They’ll receive a link to accept

Note: transfers are final once accepted.

Events & Organization (Admin)

My event is stuck in “Pending”

Your event may require approval from an organization admin. Check with someone who has the Manage Events permission.

I can’t access certain features

Your role may not include the necessary permissions. Ask your organization admin to review your role and permissions.

How do I change my subscription plan?

Go to Settings > Billing (requires Executive Permissions). See Billing & Subscription for details.

How do I connect Stripe for payments?

Go to Settings > Payment Settings and click Connect with Stripe. See Connecting Stripe for a full walkthrough.

Still Need Help?

Event-specific issues — refunds, cancellations, policies, schedule or venue questions, or anything that depends on what the organizer set up: contact the event organizer through their community page or the contact options on the event page.

Vega platform issues — trouble signing in, missing verification codes, checkout or app errors, billing or subscription with Vega, or connecting Stripe as an organizer: Contact Support and submit a request. We will route you to the right team.