Contact
If the FAQ’s below don’t answer your question, please feel free to send a message to our support team:
Email us at support@entspay.com
Send us a message at facebook.com/EntsPay
Whatsapp/SMS us on 0868 461 897
Our support team deal with all queries relating to tickets, payments, creating/editing events and all other technical issues. For more general queries, please contact the coordinator for your university or college. Click here for contact details.
Member FAQ’s
How can we – ?
create an event?
edit the details of an event?
view details of tickets sold?
reject/cancel a ticket which has already been bought?
refund an individual ticket?
What should we do if – ?
we have to change the prices of tickets which have already been sold?
we have to cancel an event?
Pricing
How much does it cost to use EntsPay?
What about free events?
How do refunds work?
Online Payment
Is it safe to make a payment through EntsPay?
How secure is EntsPay?
What is Stripe?
What payment methods are supported?
ID Ticketing
What is ID ticketing?
How does it work?
What ID types are supported?
What if a student doesn’t have a supported card?
Not the question you’re looking for? Send us your question and we’ll shortly reply by email.
How can we – ?
Just click here and fill out the form. After you submit this form, a staff member will review the request and send you an email once the event has been activated.
How can we edit the details of an event?
Click here and select one of the options. You can use this facility to change any of the details you submitted when creating the event. You can also add or remove different ticket types.
How can we view details of tickets sold?
Details of tickets sold are provided through Google Sheets and you can view them by logging into Google Drive through your university/college email account. Click here for full details.
How can we reject/cancel a ticket which has already been bought?
This option is available in the Google Sheets file which contains the details of tickets sold. Please follow the instructions in the sheet labelled “Instructions”.
How can we refund an individual ticket?
This option is available in the Google Sheets file which contains the details of tickets sold. Please follow the instructions in the sheet labelled “Instructions”.
What should we do if – ?
What should we do if we have to change the prices of tickets which have already been sold?
It is not possible to increase the prices of tickets which have already been sold. The people who purchased tickets only gave authorisation for a certain amount to be taken from their card, so we cannot change this. If you need to do this, please send us an email to support@entspay.com and we can advise you on suitable alternatives.
While it is possible to reduce the prices of tickets already sold by refunding the difference, this is a difficult process if it involves a large number of tickets, and we would not recommend it. Please send us an email to support@entspay.com and we can provide more advice.
What should we do if we have to cancel an event?
Click here and fill in the form to request suspension of ticket sales. Make sure you tick the option to request that a staff member contact you to provide advice on event cancellation. If required, we can facilitate refunds for all tickets, however we may withhold all or part of the admin fees to cover the increased staff costs associated with processing a large number of refunds.
Pricing
How much does it cost to use EntsPay?
There is a small admin fee applied to all payments made using EntsPay. This admin fee covers the card processing fees, bank transaction fees and our own staff costs. This admin fee is always displayed when making a payment and it is the only fee that we charge. As the admin fee is added to the ticket price, it is the person paying for the ticket and not you that pays for it. The following fees will apply for 2015/16:
| Ticket price | Admin fee |
| up to €20 | €2.00 |
| €21 to €40 | €2.50 |
| €41 to €60 | €3.00 |
| €61 to €80 | €3.50 |
| €81 to €100 | €4.00 |
The admin fee covers both our online payment system and ID ticketing system, so groups which use our online payment system to collect payments can also use our ID ticketing system at no extra cost. We can also provide cards scanners on the day and a staff member to coordinate and assist with using them.
Free events can use our ID ticketing system free of charge. We can also provide cards scanners on the day and a staff member to coordinate and assist with using them.
Please note however, we expect that groups who use our ID ticketing system for free events will also use our online payment system for their paid events.
We will normally provide refunds in full, and including admin fee, to the card originally used. In exceptional cases where a large number of refunds have to be processed (such as the cancellation of an event), we reserve the right to withhold all or part of the admin fee to cover the increased staff costs associated with this.
Online Payment
Is it safe to make a payment through EntsPay?
Yes. We know how careful you need to be when dealing with online payments. This is how you can be sure that it is safe to use EntsPay:
1. All payments are processed by Stripe, one of the internet’s largest and most trusted payment service providers. Stripe verifies the identity of all account holders (including ourselves) through government issued documents before transferring any payments. They also hold each payment for seven days to allow for necessary security and anti-fraud checks to be carried out. When processing refunds, Stripe immediately refunds the payment to the card used, then attempts to recover the cost from their account holder. This means that in the event that we were to use any payment fraudulently, a full refund can be issued by Stripe, and it is up to Stripe and not the person who paid to recover the cost from us. This effectively guarantees any payment from fraudulent use by us.
2. While being transferred, we hold all payments in an account at Allied Irish Banks, p.l.c., a financial institution regulated by the Central Bank of Ireland. As we are a sole trader business, we are protected under the government’s Deposit Guarantee Scheme in the event of a credit institution being unable to repay deposits.
3. We will only send payments to an account which has been verified in writing with two official representatives of your group (normally auditor/chairperson and treasurer), and we will provide proof of this on request. On request, groups are also obliged to provide us with receipts and account statements to prove that all payments were used for their intended purpose.
We understand that we are only a relatively new business and that we have not yet established a huge reputation and trust. However, we have a very good reputation with schools which have previously used our sister service for school Debs tickets, PayDebs. Please click here to view a letter of recommendation from Ciaran Stewart, Deputy Principal, Ashbourne Community School (last 2 paragraphs most relevant).
If you are finding it difficult to trust us please send us an email to support@entspay.com and we will try our best to fully address any concerns you may have. We hope that we can assure you that we are very safe to deal with.
Very secure. Our website transmits all sensitive details to Stripe using an encrypted HTTPS connection, verified by a COMODO SSL certificate. This certificate includes a $10,000 relying party warranty. The full card details are held by Stripe and neither us nor any group using EntsPay has access to these details. Stripe has been audited by a PCI-certified auditor, and is certified to PCI Service Provider Level 1. Click here for more details.
Stripe is one of the worlds largest and most trusted payment service providers. It was founded in 2010 by Limerick brothers John Collison & Patrick Collison, winner of the 2005 BT Young Scientist and Technology Exhibition. Stripe has received over $190 million from investors, including three of PayPal’s five founders, and in December 2014 the company was valued at $3.5 billion. Stripe now accepts payments in 140 world currencies and is used by thousands of companies worldwide, most notably Apple, Facebook, Twitter and China’s Alibaba Group. Other customers include Boards.ie, Couchsurfing, Duolingo, Edmodo, SurveyMonkey, The Guardian and Virgin Group.
What payment methods are supported?
We currently support all payments made by Visa, Visa Debit, MasterCard, Debit MasterCard and American Express. Bitcoin, China’s Alipay, and Amex Express Checkout will be supported in the coming months as they become available from our payment service provider, Stripe.
We intend to support payments through Apple Pay and Android Pay from 2016, through Apple and Android Apps which we intend to develop.
ID Ticketing
ID ticketing is simply using Student ID cards as tickets. When students are purchasing their ticket online, they will be asked to enter their student number. At the entrances to events, ID cards can be scanned and checked against a list of tickets purchased. ID ticketing completely removes the requirement for paper tickets and removes the hassle of having to print off or collect a ticket. It is also safer, as it means no ticket can be duplicated or used by person other than the person who paid for it (however, we do provide a facility to allow people to transfer a ticket to another person).
ID ticketing is included as part of the admin fee charged for using our online payment system, and there is no extra charges. For free events, ID ticketing is completely free to use. On the day of your event, we will provide you with card scanners (subject to availability) and a staff member to assist with using them.
Our ID ticketing system is based on barcode and magnetic strip technology. At the entrances to events, we use barcode and magnetic strip scanners to instantly determine the student number from the barcode/magnetic strip printed on the ID card. Our system then checks it against the list of tickets sold to ensure that the student number matches the student number of a ticket which has been sold. We simply read the barcode/magnetic strip, and do not make any changes to or edit the actual card in any way.
Currently, we accept student ID cards from Dublin City University, Trinity College Dublin and University College Dublin. More ID type’s will be accepted in the coming weeks. If you would like us to accept a certain ID type please send us an email to support@entspay.com and we can have it tested to check if it is compatible with our system.
What if a student doesn’t have a supported card?
Any students who do not have a supported card can register as an EntsPay user by clicking here. This will allow them to purchase tickets for any public events, but will not allow them to purchase tickets for any events which are restricted to students from a particular university/college. If someone feels that they are entitled to purchase tickets for these events, they should email support@entspay.com and request an exemption to this.