Common questions and how to reach us

Is there a contract or monthly fee?

No contract, and no subscription required. On the Free plan you pay a flat 3% per paid ticket and nothing else: no setup fee, no per-event fee, no minimum volume. Pro is optional ($12.99/mo or $129/yr, cancel anytime) and adds unlimited events and tickets, white-label pages, and the API; the 3% is the same on both plans. For each event you can also choose to have buyers cover the 3% at checkout, in which case you keep 100% of face value. See below.

Who pays the Stripe card processing fee?

The buyer. Stripe's 2.9% + 30¢ is added as a "Card processing fee" line item at checkout and grossed up so it fully covers what Stripe takes. The organizer receives the ticket price minus only the 3% platform fee. On a $20 ticket, the buyer pays about $20.91, plus tax where it applies.

Can buyers cover the 3% platform fee?

Yes. When you create or edit an event, choose who covers the 3%. If buyers cover it, a separate "Platform fee" line item appears at Stripe Checkout, and you keep 100% of the face value of every ticket. On a $20 ticket, the buyer pays about $21.53 instead of about $20.91. By default you cover it. You can change it anytime, but it only affects new checkouts. Buyers see every fee on its own line before they pay.

Can I sell free or RSVP tickets?

Yes. Set the tier price to $0. Free and RSVP tickets cost nothing, for you or the buyer.

Do I need to install an app to scan tickets?

No. The scanner is a web page that opens in any modern mobile browser. Add as many door staff phones as you need.

Can I sell tickets from my own website or app?

Yes. Open Dashboard → Developers to create an API key, then read the Developers docs for endpoints to list events and create Stripe Checkout sessions from your own backend.

Do buyers need an account to get a ticket?

No. Account creation is optional at checkout. If a buyer skips it and signs up later with the same email, every past ticket they've purchased on DIY Stubs automatically links to their new account.

Can the same account be an organizer and an attendee?

Yes. One login, two dashboards. A top-nav switcher flips between Organizer (events, sales, payouts) and Attendee (tickets, upcoming shows). At signup you pick which side you start on; you can add the other side anytime from your dashboard.

How do buyers contact the event organizer?

Every event page shows the organizer's contact email and optional social links, and we include that email in ticket confirmations, update emails, and cancellation emails. Buyers reach organizers directly, we don't sit in the middle.

Will I get notified about new ticket sales and event updates?

Yes. Both organizers and attendees have a bell-icon notifications inbox in the top nav with real-time alerts. Organizers get sale, payout, and Stripe-action alerts; attendees get ticket-purchased, event-update, cancellation, and a 24-hour reminder before doors. Optional browser notifications show the alerts on your device when DIY Stubs is open.

Can I change the venue or date after publishing?

Yes. Edit the event from your dashboard and save. Every ticket holder is automatically emailed about the change. That auto-notice doesn't count against your 5-blast cap.

What happens if I cancel an event?

Cancel the event from your dashboard. We stop all future sales, then split your buyers into two groups based on where their money currently sits:

Funds still in our balance (not yet paid out to you) are refunded automatically to the original card. Our 3% platform fee and the buyer-paid card processing fee are reversed where Stripe allows.

Funds already paid out to you are your responsibility to refund directly. We email those buyers your contact info and tell them to reach out to you for their refund. DIY Stubs does not pull money back from your bank.

Every buyer gets an email with their specific outcome, so you don't have to chase anyone down to explain what happened.

Cancellation is for real emergencies, not a casual undo. If you cancel a 3rd published event that had ticket sales, your account is suspended for 90 days. A 4th cancellation closes your account permanently, and the identity on your Stripe account (legal name, date of birth, and bank account fingerprint) is recorded so a new signup under a different email won't get you back in.

Is DIY Stubs available outside the US?

We currently onboard US-based organizers (Stripe Connect requires a US bank account for our setup). Buyers can purchase from anywhere as long as their card processes through Stripe.

Who do I contact for help?

Email support@diystubs.com. If your event was cancelled and your refund needs to come from the organizer (because their payout already happened), contact them directly using the email in your cancellation notice.

Still stuck?

We're a small team and we read every email. Reach us at support@diystubs.com and we'll get back within one business day.