Created on 20 May 2026

Cancelling free tickets

Free tickets can be cancelled by event organisers when attendees can no longer attend or when you need to free up capacity. Cancelled tickets are invalidated on the attendee list and cannot be reinstated.

When to cancel free tickets

You might need to cancel free tickets when:

• an attendee contacts you to say they can no longer attend
• you need to remove duplicate registrations
• an attendee has violated your event terms
• you need to free up capacity for other attendees

Cancelling individual tickets

You can cancel individual free tickets from the attendees page.

1. Go to your event.
2. Open Attendees.
3. Find the attendee whose ticket you want to cancel.
4. Click the actions menu (three dots) next to their name.
5. Select Cancel [ticket type].
6. Confirm the cancellation in the modal that appears.

The ticket will be cancelled immediately and the attendee will be removed from your attendee list.

Cancelling all free tickets in an order

If an order contains free tickets, you can cancel all free tickets in the order at once from the orders page.

1. Go to your event.
2. Open Orders.
3. Find the order you want to cancel.
4. Click the actions menu (down arrow) next to the order.
5. Select Cancel free tickets.
6. Confirm the cancellation in the modal that appears.

All free tickets in the order will be cancelled immediately.

What happens when you cancel a ticket

When you cancel a free ticket:

• the ticket is marked as cancelled in the system
• the attendee is marked refunded your attendee list
• the capacity is freed up for new registrations
• the ticket cannot be reinstated

Important notes

• You can only cancel free tickets. Paid tickets must be refunded through the refunds process. Guest tickets can be deleted
• Cancelled tickets cannot be undone. If you cancel a ticket by mistake, the attendee will need to register again.
• The attendee is not automatically notified when you cancel their ticket. You should contact them separately if needed.
• If an order has already been refunded, you cannot cancel tickets from that order.

Tips

• Before cancelling a ticket, confirm with the attendee that they no longer wish to attend.
• Keep a record of why you cancelled tickets in case you need to refer back later.
• If you're cancelling due to duplicate registrations, check the attendee's contact details to ensure you're cancelling the correct ticket.
• Consider sending a confirmation email to the attendee after cancelling their ticket to avoid confusion.