Support

Get in Touch

Send us an email and we'll route it to the right person. For active festivals on event day, mark the subject line with [URGENT] — incident escalations bypass the normal queue.

Response Times

We respond within one business day for general enquiries and within four hours during an active festival edition. Critical platform incidents are acknowledged within thirty minutes.

SurgeTix Gatekeeper (iOS app)

If a scan returns an unexpected result, share the banner colour, the ticket reference, and a screenshot. Most door-side issues fall into one of three buckets: revoked tickets (red), already-admitted tickets (amber), or wrong-event tickets (red with explanatory text).

If the app cannot reach the server, check that the device is on a network reaching api.surgetix.com — most gate Wi-Fi issues come from captive portals, not from us. Once a connection is back, queued scans drain automatically.

Common fixes

• Sign out and back in if the event list looks stale — the JWT refresh path will not surface new events until reauthentication.
• If the camera reticle never appears, revoke and re-grant camera permission in iOS Settings → SurgeTix Gatekeeper.
• On gate Wi-Fi with a captive portal, open Safari first to accept the portal, then return to the app.

For Festival Organisers

Account, billing, integration, and pricing questions go through your named contact at SurgeTix. If you have not yet been assigned one, email [email protected] and we will introduce you within a business day.

For Attendees

If you bought a ticket for a festival running on SurgeTix, please contact the festival directly — they hold the relationship with you and can issue refunds, change seats, or resend wallet passes. SurgeTix processes data on the festival's behalf and cannot act on tickets without their authorisation.