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Frequently Asked Questions


1) About the Card Reader

2) Costs and Fees

3) Accepting Payments

4) Security and Compliance

5) Supported Apps and Devices

6) Shipping and Timing

7) Troubleshooting Tips

8) Returns and Refunds


1) About the Card Reader

What is the At The Door Card Reader?
The At The Door Card Reader is a small, encrypted credit and debit card reader that plugs directly into the 30-pin connector of the iPad. It’s specially designed to work only with Eventbrite’s At The Door app for the iPad to process credit card transactions. You can download the free At The Door App in the iTunes app store.

Can I use it on its own or with other apps?
No. The At The Door Card Reader was specially designed to work only with Eventbrite’s At The Door app. You can download the free app in the iTunes App Store.

Where is it available?
The At The Door Card Reader is currently available only in the U.S. We’re exploring options to make it available internationally.


2) Costs and Fees

How much does it cost?
The At The Door Card Reader costs $10, plus shipping (See How much does shipping cost?). For a limited time, we’ll issue a $10 promotional credit to your Eventbrite account when you purchase an At The Door Card Reader. This credit is limited to one per Eventbrite account, regardless of how many At The Door Card Readers you purchase. See Terms & Conditions of this offer.

Are there any fees?
We currently don’t charge an Eventbrite service fee for payments processed with the At The Door Card Reader or At The Door app. However, there’s a 3% processing fee that applies to all credit and debit card transactions.

How do I get the At The Door promotional credit?
For a limited time, we’re offering a $10 promotional credit to your Eventbrite account when you purchase an At The Door Card Reader. Please review the Credit Terms & Conditions below.

If you’re an existing Eventbrite organizer, upon receipt of the Card Reader...
Send an email to atdcredit@eventbrite.com. Please include your Eventbrite account email address and the Reader’s serial # (found next to the connector, labeled “S/N:”). We’ll apply your credit within 5 business days and you’ll see the credit here: https://www.eventbrite.com/charges.

If your Eventbrite account has multi-user access enabled, make sure to send us the main admin email address on your account so we can apply your credit.

If you’re new to Eventbrite...
Simply go to https://www.eventbrite.com/readercredit and sign up for an account! The credit will be applied to your account automatically.

Credit Terms and Conditions
Only purchases of At The Door Card Readers made between Oct 1, 2013 and December 31, 2014 (the "Promotion Period") are eligible.  Credits are limited to one per Eventbrite account regardless of the number of At The Door Card Readers purchased.  Redemption requests must be received by the end of the Promotion Period or the credit will expire and become void.  This card has no cash value and may be redeemed only for an Eventbrite credit as described herein.  Credits may not be redeemed for cash or any other consideration other than a credit against Eventbrite fees owed under an Eventbrite account.  This promotional offer is void where prohibited by applicable law.


3) Accepting Payments

How do I use it to accept credit card payments?
Open the At The Door app on your iPad and sign in to your Eventbrite account. Insert the At The Door Card Reader into your iPad. Select the event name, then tap the ticket buttons to add those ticket types to the cart. Once you have the correct number of each ticket type in the cart, tap “Credit” and then simply swipe the credit card through the At The Door Card Reader whenever you’re ready. You can also accept cash payments or key in credit card information if a credit card is having issues being read.

Need help setting up your At The Door tickets? Check out this tutorial.

Which cards can I accept?
The At The Door Card Reader works with any US-issued and most non-US-issued credit, debit and prepaid or gift cards with a Visa, MasterCard, American Express or Discover logo. However, we can only process non-US-issued cards if they are swiped through the Card Reader, not if they’re manually entered using the on-screen numeric keypad.

Can I accept international cards?
Yes. We can process non-US-issued cards with a Visa, MasterCard, American Express or Discover logo if they are swiped through the Card Reader. We can’t officially process non-US-issued cards manually entered using the on-screen numeric keypad.

If you would like to process payments from non-US-issued cards, please take into consideration that the cardholder may be subject to currency conversion charges by their card issuer and that the transaction is subject to card-issuer approval.

The credit card is not being recognized by the Card Reader. What do I do?
Try swiping the credit card through the Card Reader quickly, in a single smooth motion, with the front of the credit card facing the side of the Card Reader with the Eventbrite logo. If you’re still having problems, please follow the troubleshooting tips below.

Another option is to accept cash or manually enter in the credit card information.

The customer card was declined, what can I do?
Please ask your customer to try a different credit card or pay with cash.

Can I accept payments without a Card Reader?
Yes. You can simply enter the credit card information manually or take cash.

How do I refund an order?
You can easily refund orders in the same way that Eventbrite’s online orders are refunded. You’ll need to log in to your Eventbrite account online and issue the refund there. Check out this tutorial to learn how.

What will the customer’s credit card statement show?
Your customer will see “Eventbrite.com” on their credit card statement.


4) Security and Compliance

Is the site secure?
Yes it is PCI-DSS 2.0 compliant. We take  the security and privacy of personal data and other information seriously, both for our customers and yours.

Are the At The Door Card Reader and the At The Door app PCI compliant?
Yes, they are PCI compliant. We never store sensitive credit card data on the At The Door Card Reader, the iPad, or in the At The Door app. The Card Reader adheres to online banking industry protection standards to protect data during transmission using an https connection over SSL (Secure Socket Layer) at 128-bit encryption.

How is my customer’s information handled? What information does Eventbrite collect?
We take our and your customers’ security and privacy of personal data and other information seriously. Please read our privacy policy here.


5) Supported Apps and Devices

Which apps does it work with?
The At The Door Card Reader is only available for Eventbrite’s At The Door app for the iPad. You can download the free At The Door App in the iTunes App Store. We are looking to support Android devices in the future.

Which devices does it work with?
The At The Door Card Reader is only supported on the iPad running iOS 4.0 and higher, and only with Eventbrite’s At The Door app. We are looking to support Android devices in the future.

Do I need a special data plan for my iPad?
No. You can use a Wi-Fi enabled iPad or have a basic data plan in place.


6) Shipping and Timing

How much does shipping cost?
We offer 2 shipping options to send your At The Door Card Reader to you:

1. Two Day: $15.00, via FedEx 2Day. You should get your package by the afternoon of the 2nd business day after we ship it.
2. Standard: $8.00 via FedEx Ground. You should get your package about 5 business days after it's shipped.

Please note that the above shipping times are estimates, and depend on FedEx. We'll ship your order within 2 business days of receiving your order. Currently, we only ship on weekdays - Monday through Friday.

How long will it take to arrive?
It depends on the shipping option you choose in the checkout process. If you choose:

1. Two Day: You should get your package by the afternoon of the 2nd business day after we ship it.
2. Standard: You should get your package about 5 business days after it's shipped.

Please note that the above shipping times are estimates and depend on FedEx. We'll ship your order within 2 business days of receiving your order. Currently, we only ship on weekdays - Monday through Friday.

I never received my Card Reader. What should I do?
Depending on your shipping option, it may take anywhere between 2 - 5 business days for you to receive your Card Reader. (See How long will it take to arrive?) Please verify that you received an order and shipment confirmation email from us after you placed your order. Check your spam folder if the email is not in your inbox.

If you didn’t receive an email, please contact Eventbrite’s Customer Support Team at 1-800-350-8850 or via email and we’d be happy to assist you in tracking down your order or placing a new order.

If you did receive an email and haven’t seen your At The Door Card Reader for over 10 business days since you placed your order, it may be lost in transit. Please contact Eventbrite’s Customer Support Team at 1-800-350-8850 or via email and we’d be happy to help you out.


7) Troubleshooting Tips

If your At The Door Card Reader isn't working:

  • Make sure there is a firm connection between the Card Reader and the iPad. This might require taking the case off your iPad, and very carefully cleaning out any dust, lint, etc. that may be trapped inside the power jack of your iPad.
  • Clean the Card Reader metal connector carefully and make sure it’s clear of dust, lint, etc. that may be trapped inside.
  • Make sure that the Card Reader connector and the inside of the iPad power jack are not corroded. If the power jack on your iPad is corroded, you may need to have it serviced. If the Card Reader connector is corroded and you’re within your warranty period (see Returns and Refunds), please contact Eventbrite’s Customer Support at 1-800-350-8850 or via email and we’ll send you a new Card Reader.
  • If you’ve tried all the above with no success, try to completely uninstall the At The Door App and reinstall it. If this doesn’t work, then it’s possible your Card Reader may be defective. Please contact Customer Support (see Returns and Refunds) and we’ll send you a new Card Reader.

8) Returns and Refunds

All sales are final and we can only offer refunds for returns made for the following reasons (“Covered Returns”):
If you notify us within 10 days of delivery of your order that any part of it arrived in a damaged condition or was not what you ordered, you can return it for a full refund of the purchase price paid. We’ll also cover shipping on the way back as long as you follow our return process (listed below).

If the purchased equipment is or becomes defective in a manner that is covered by one of our limited hardware warranties during the warranty period, we’ll exchange it under our warranty policy. Again, we’ll cover shipping on the way back as long as you follow our return process (listed below).

What is your warranty policy?
There is a limited hardware warranty for At The Door Card Readers purchased from Eventbrite. Please read the warranty policy to see what is covered.

Our return process goes like this:

  • 1) Contact Eventbrite’s Customer Support at 1-800-350-8850 or via email for help with troubleshooting any issues.
  • 2) If we are not able to resolve the problem and you still wish to make a Covered Return, we’ll email you a return shipping label.
  • 3) Repack the equipment in the original packaging (or other sufficiently protective packaging) and affix the return label.
  • 4) Drop the equipment at your local FedEx office or drop box, or arrange a pickup.
  • 5) Once we receive the returned item, we’ll ship you a working replacement as soon as we can, as provided in our warranty policy.
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