FOR FANS

+ WHAT IS A MOBILE ONLY EVENT?

  • A mobile-only event means that you will need to present your tickets on a smartphone for entry into the event.
  • The ticket taker will redeem your tickets directly from your phone screen by selecting the tickets and pressing the “Redeem Now” button on the bottom of the screen.

+ I DON'T HAVE A SMARTPHONE, BUT I WANT TO PURCHASE TICKETS TO A MOBILE ONLY EVENT.

  • Mobile only tickets must be presented on a smartphone for entry into the event.
  • Unfortunately, if you do not have a smartphone to access your tickets, you will not be able to use GoFan for that particular event.

+ HOW WILL I RECEIVE MY TICKETS?

  • You will receive a confirmation email upon purchase with a "View Tickets" button to access your tickets.
  • You will receive a similar email on hour prior to the start of the event with the same "View Tickets" button.

+ WHERE CAN I FIND MY TICKETS AFTER PURCHASE?

  • You can login to your GoFan account and click "My Tickets."
  • Locate your confirmation email and select "View Tickets."

+ HOW DO I PRINT MY TICKETS?

  • After accessing your tickets through your GoFan account or confirmation email, simply click "Print Tickets."
  • Tickets may be "Mobile Only" which means you will need to present your tickets on a smartphone at the gate of the event for entry.

+ HOW DO I SHARE MY TICKETS?

  • Forward your ticket confirmation email.

+ I INPUT MY EMAIL ADDRESS INCORRECTLY, IS THERE A WAY TO EDIT MY INFORMATION?

  • Unfortunately, you cannot change your account information once it is created.
  • Call our Fan Support team who will be able to resend your confirmation email to the correct address.
  • For future purchases, build a new account using the correct email address.

+ I DID NOT RECEIVE MY CONFIRMATION EMAIL, WHERE CAN I FIND IT?

  • Sometimes, a spam filter will catch our confirmation email – the sender is service@gofan.co
  • If you are unable to locate the email, our fan support team has the ability to resend your confirmation.

+ WHAT IS NEEDED AT THE TICKET GATE?

  • All you need to bring is the tickets that you purchased.
    • For a mobile only event, present your tickets on a smartphone.
      • As a reminder, mobile only tickets cannot be printed; you must present your tickets on a smartphone for entry.
    • For a scanning event, you have the option to print your tickets, or the tickets can be scanned directly from your phone.

+ I ACCIDENTALLY REDEEMED MY TICKET – WHAT CAN I DO?

  • Your ticket is not gone, it can be found on the "Redeemed Tickets" tab in your account.
    • There is a timestamp noting when the ticket was redeemed; if prior to the event, most schools will understand and allow you entry into the event.
  • Our fan support team is available to help and may be able to resend tickets to you, depending on the situation.

+ THE EVENT THAT I'M LOOKING FOR IS NOT ON MY SCHOOL'S GOFAN PAGE.

  • Your school may not have any upcoming events that they chose to sell on GoFan.
  • We are still working on getting all high schools on our platform – your school may not be using GoFan yet.

+ I CAN FIND THE EVENT I'M LOOKING FOR, BUT DO NOT HAVE THE ABILITY TO PURCHASE TICKETS.

  • The event may have reached capacity for online sales.
  • The school may have elected to cut off online ticket sales at a certain time.

+ I AM UNABLE TO USE MY TICKET(S) – CAN I HAVE A REFUND?.

  • Unfortunately, GoFan has a no refund policy. Please reach out to our fan support team with any questions.

+ AN EVENT THAT I HAVE PURCHASED TICKETS TO IS CANCELLED OR POSTPONED – WHAT DO I DO?

  • For cancellations, we will reach out to you directly, offering a ticket to a future game or a full refund.
  • For postponed events, your ticket will still be valid for the new date and time.

FOR SCHOOLS

+ HOW DO I CONTACT GOFAN?

  • Contact GoFan Support at 678-679-7676 or email us at support@gofan.co
    • GoFan Support is available from 8:00AM – 8:00PM Monday - Thursday & 8:00AM-11:00PM Friday.
    • GoFan Support is also available during all events, including weekends.
  • Contact your Digital Account Manager
    • Emily Bourne: 678-679-7641; EBourne@huddleinc.com
    • Kevin Gosman: 678-679-7626; KGosman@huddleinc.com
    • Jacob Tanis: 678-672-1670; JTanis@huddleinc.com

+ HOW DO I PROMOTE DIGITAL TICKET SALES TO MY FANS?

  • Just drop your GoFan URL into your school's Facebook/Twitter for a professional looking post.
  • Email the game specific URLs to your fans.
  • Send your link to opposing schools so the visiting fans can buy tickets.
  • Link your GoFan page to your school website.

+ HOW CAN I VIEW TICKET SALES FOR MY EVENTS ON GOFAN?

  • Login to your administrative account.
  • Select "View Report" for the event in which you would like to see a ticket report.

+ HOW DO MY FANS ACCESS THEIR TICKETS?

  • From their phones, fans can access tickets via the confirmation email they receive or through our GoFan app.
  • From a computer, fans can access their tickets through our website: gofan.co

+ WHAT DO I DO IF A FAN NEEDS A REFUND?

  • While we generally have a no-refund policy, our fan support team handles all requests.

+ HOW DO I ADD AN EVENT TO MY GOFAN PAGE?

  • Reach out to your Digital Account Manager with the event information (date, time, matchup, name, etc.) and ticket prices for that event.
    • Generally, we add events within 2 business days of that request; we do our best to accommodate any requests in a timely manner.
  • From the Mobile Only Digital Playbook or Scanner Only Digital Playbook, click the "I Want to Add an Event to my GoFan Page" button above The Support Team information.

+ WHAT DO I DO IF MY EVENT IS CANCELLED OR POSTPONED?

  • Contact your Digital Account Manager and we'll make the necessary adjustments.
    • Tickets purchased prior to a postponement will be valid on the new date.
  • For a cancellation, GoFan Support will work with purchasers to offer tickets to a future event or process a refund.

+ WHAT HAPPENS IF I AM COMING CLOSE TO SELLING OUT AN EVENT?

  • Contact your Digital Account Manager and we will either set a cap to how many more tickets can be sold or we can turn off digital ticket sales for an event at any time.

+ CAN I SELL NON-ATHLETIC EVENTS ON GOFAN?

  • Absolutely! Any event that your school uses tickets for (dances, drama productions, parking, etc.) can be sold on GoFan.

+ WHEN WILL MY SCHOOL RECEIVE THE MONEY FOR A GAME SOLD ON GOFAN?

  • Your school will receive its gate revenue 4 business days following an event.
    • (ex) The school will receive the money from a Friday night football game on the following Thursday morning.
  • You will receive a check or and ACH transfer with your funds, whichever you prefer.

+ HOW DO WE VIEW OUR FINANCIAL/RECONCILIATION REPORTS?

  • Login to your administrative account.
  • Select "View Report" for the event you would like to see a ticket report for.
  • You will also receive a reconciliation report by email, the business day following the event.

+ HOW LONG IS THE BATTERY LIFE FOR MY SCANNERS?

  • For both professional and iPod scanners, the battery will last for 6-8 hours
    • On the professional scanner, the internal device's battery will be used first. Once that battery life is 25%, the external sled will begin charging the internal device up to 80%
      • For the pod scanner, press the silver power button on the battery pack to charge the device once the iPod battery starts to get low.

+ HOW DO I CHARGE MY SCANNERS?

  • We encourage you to charge your devices overnight prior to the event.
  • For the professional scanners, the internal device will charge first. Once the light on top of the device is solid green, the scanner is fully charged.
  • For iPod scanners, be sure to press the silver power button while charging. The blue lights on the bottom of the device will be fully illuminated when charged.

+ DO I NEED WIFI AT MY VENUE TO USE GOFAN?

  • For mobile only schools, no WiFi is required.
    • Fans will access their tickets via cellular data connections.
  • For schools that are scanning tickets, WiFi is not required, but is suggested.
    • Scanning is available offline, but generally performs better on WiFi.
    • At venues with multiple gates, WiFi is required to ensure accurate ticket redemption.