FAQ / Frequently Asked Questions

Since we are a relatively small team and we want to spare our customers the frustration of having to contact a third-party hotline without professional expertise, short-notice telephone support is unfortunately not usually feasible for us. For this reason, we currently only offer telephone support to clarify complex problems or for product demonstrations by prior appointment.

However, experience has shown that most questions and problems can also be solved quickly (and often even more efficiently) by email. It is therefore best to send us an email to support@guestoo.de first, in which you describe your questions (with a link to the event + screenshots if necessary). This way, your questions can be answered directly by the person in the team who is best qualified to do so. If necessary, we can then also arrange an appointment for a telephone call/online meeting this way.

If you have never created an event with guestoo before, you will find a quick guide including a video tutorial on this page.

If you need more contacts or events than are included in your subscription plan, you can simply upgrade the amount of contacts or events.

In order to do this, visit our feature shop under Agency > Feature shop or by using this link. If you enter a value there, you will immediately be shown the corresponding monthly price for the upgraded limits.

You can find an overview of the conditions for adding events and contacts in the overview of your subscription under the sections “Simultaneously active events” and “Total contacts”:

• Free
• Basic
• Pro
• Business

Unfortunately, it happens from time to time that emails sent via guestoo are apparently “not delivered”.

We receive such requests frequently and have therefore regularly tested what the cause is in order to rule out an error on the part of guestoo.

We were able to identify the following common causes of errors:

• The recipient's mailbox was full (text emails still went through, but emails with attachments were no longer accepted)
• The email has ended up in the spam folder*
• The email provider has not forwarded the email*
• The guest has entered a faulty email address

*When it comes to spam, we are always highly sensitive and check whether our email servers are on blacklists or whether the structure of the emails themselves could cause problems. However, we always have a very good reputation in this area. Nevertheless, filtering out cannot be completely ruled out - but this is system-independent and depends on the email providers.

If you have already ruled out all other sources of error, we will be happy to check examples of emails that have not arrived.

In order to do this, please send a request to support@guestoo.de containing the relevant email address(es). We will then be happy to check whether the email(s) have gone out and where the error may lie.

Yes, that is possible.

You can find all the necessary information about the costs and the settings that need to be made in order to do this on this page.

You can hide the number of available spots in the “Design” tab of your event.

In order to do this, scroll to the “Show/hide elements and buttons” section and deactivate (switch to red) the “Show free spots on the microsite” option

You can find further information about this in our documentation.

You can hide the “Save data for next time” section in the “Design” tab of your event.

In order to do this, scroll to the “Show/hide elements and buttons” section and activate (toggle on green) the “Hide ‘Save data for next time’” option.

Further information about this can be found in our documentation.

You can hide the language switcher in the “Design” tab of your event.

In order to do this, scroll to the “Show/hide elements and buttons” section and activate the “Hide language switcher” option (toggle on green)

Further information about this can be found in our documentation.

The password you need to unpack your exports can be found under Agency > Info > Security.

You can both view and change (only for future exports) it here.

Further information about this can be found in our documentation.

If you do not want guests to be asked for a billing address during the ordering process, you can deactivate these fields in the event under Tickets > Settings. Further information can be found on this page.

You can use this option if you want to take care of the invoicing outside of guestoo.

Note: If you want to create automatic invoices with guestoo, you should not activate this option under any circumstances!

If you do not want to allow your guests to redeem vouchers when signing up for the event, you can deactivate this at the event under Tickets > Settings. Your guests will then not be shown a field for entering voucher codes.

Further information about this can be found on this page.

If you are planning an event together with your colleagues or other responsible persons, you can invite these person(s) to your agency as users.

You can find out how to do this in our documentation.

You can also use this procedure for wedding planners, employees, event managers or on-site check-in staff to give them the necessary access to the event and agency data.

Which data you need in order to connect guestoo with your PayPal / Stripe / Mollie account and what you have to consider is explained in our documentation.

An explanation of how you can (de)activate the individual payment methods at the event can be found here.

To make it as easy as possible for you to complete a data processing agreement with us, we have digitalized this process.

This page explains how to conclude an DPA with guestoo / Code Piraten GmbH in just a few steps.

If you invite your guests to your event by email with a personal invitation code, they will automatically be given the option to cancel their participation in the event.

However, if you use a general invitation link that is the same for all guests (without an invitation code), they will not automatically see a cancel button. You must first activate the cancel function.

This is how:

• Go to your event
• Switch to the "Settings" tab
• Scroll to the "Registration process" section
• Click on the "Edit" button in the top right corner
• Activate the option "Cancellation without personal invitation"
• If you have already added guests to your guest list or have invited individual guests with a personal invitation code, also activate the option “Match cancellations without personal invitation with guest list”
• Click on the "Save" button in the top right corner
• Done - the cancel button now also appears for guests who have not been personally invited!

If you resend an invitation to a guest, the same text as in the original invitation email will be used by default. This information is also displayed as a message when you click on the “Resend invitation” option in the menu.

If you have made changes to the standard email texts in the meantime and would like to send the latest version of the invitation email to the guest instead, click on the “Use current text” link below the message text.

"You are working in a template. The registration process only serves to test the template. Please create an event from this template for productive registrations."

If this message is displayed when you try to sign up for your event, this is because you have only created a template and not an independent event.

This is how you create an actual event from a template:

• Go to the menu item "Events"
• Search for the event template
• Click on the gear symbol next to the event template
• Choose the "Duplicate" option
• Click on the "+Create event" button
• Done - you have now created an event!
• Attention: The event will have a different URL than the event template.

If guests have already signed up for the event using your template or you have already sent out invitations with this URL, please contact support@guestoo.de and send us the URL to the event template. We can then convert the template into an event for you so that no guest registration data is lost.

When generating an Excel export, you can specify which fields should be displayed as a separate column.

In order to do this, switch to the “Columns” tab of the dialog window in which you request the export.

There you can specify for each form field (master data, event-specific fields, etc.) whether it should appear as a column in the Excel table.

If you cannot find your event in the event overview, this is often due to a filter being set.

To remove any filters that may have been set, click on the filter field on the right above the event list. You can adjust the filters in the dialog window. Click on the red X symbol to remove all filters so that ALL events are displayed.

If you have accidentally deleted an event, you can restore it within 24 hours.

You can find out how to do this on this page.

For ticket orders, the tickets are reserved for the guest for a total of two hours.

If the guest does not respond to the email with the payment information within one hour, the confirmation/DOI email will be sent again. After a another hour (a total of two hours after ordering), the reservation is canceled and the tickets are released for purchase by other guests.

If the link in the email is clicked but the payment process is not completed, the guest will receive another email after one hour. Two hours after clicking on the link, the ticket reservation is canceled.

If the link is clicked after the two hours have elapsed, the system checks whether there are still tickets available. If this is the case, the process continues as normal and the guest can complete their purchase. If there are no more tickets available, the guest is placed on the waiting list (if activated) or receives an error message (if the waiting list is not used).

If you want to set a different email address for your guestoo account, proceed as follows:

• Log in to your existing guestoo account
• Go to the menu item "Agency" and switch to the "Users" tab
• Invite the desired new email address as a manager user with the role “Agency owner” (or the role of your choice) (Instruction)
• Set a password for the new manager user by clicking on the link in the email that you should receive
• Log out of your existing guestoo account
• Log into your new account, using the new email address and the password that you just set
• Done!
• Note: If you want to completely remove the access under the old email address, you can delete it under Agency > Users by clicking on the cogwheel icon next to the manager user

If another person is supposed to take over your guestoo agency or an additional person is supposed to get the admin rights to your agency, proceed as follows:

• Invite the person(s) to your agency as an "Agency Admin" (Instruction) - if the person(s) are already manager users in your agency, you can upgrade the role of the manager user to “Agency Admin” under Agency > Users
• Log in to guestoo with the data of the new agency admin
• Go to the menu item "Agency" and switch to the "Users" tab 
• Click on the gear symbol next to the old agency admin
• Downgrade the user's role or delete the user account completely if the person has left the company

You can find out how to filter the guest list for your event according to certain criteria and form entries on this page.

Sometimes it happens that the text on the event page or in emails is apparently not displayed.

The error is often due to the color settings of the event. Make sure that you select colors in the “Design” tab of the event that stand out sufficiently from each other so that the text is legible. If you select a very light color as the font color, it is possible that it will hardly (or not at all) stand out from the background color and will therefore not be visible in some cases.

Further information about the design settings can be found on this page.

By default, all notifications about new registrations and cancellations for an event, data changes, etc. are always sent to the email address under which the guestoo agency is registered. If you invite other users to your guestoo agency, they will also receive all notifications for all events to which they have access by default.

On this page, we explain how you can (de)activate individual or all notifications for your user account.

If you do not want to receive the notifications to the email address under which the account/agency is registered, but to a different one, proceed as follows:

• Go to the user menu (Click on your name in the top right corner) and choose the menu item "My settings"
• (De-)activate the desired notifications (further information can be found on this page)
• Click on the "Save" button
• Done! You will now receive the desired notifications to the email address you have just invited 

If your guest list is empty or guests are missing from the list even though you are sure that they have registered for the event, this is often due to a filter being set.

To remove any filters that may have been set, click on the filter field on the right above the guest list. You can adjust the filters in the dialog window. Click on the red X symbol to remove all set filters so that ALL guests are displayed.

If the declaration of consent provided by guestoo in the form does not match your intended use, you can simply create your own declaration of consent.

This is how:

• Create a new declaration of consent that fits your needs (Instruction)
• Activate the newly created consent in the “Form” tab of the event (Instruction)
• Deactivate the default consent of guestoo in the “Form” tab of the event (Instruction)

guestoo is not designed to be used as a newsletter system.

However, you can integrate the guest's cancel or delete link as an alternative.

Cancel link

The guest can use this to unsubscribe from an event, e.g. from an event used for newsletter registration

• <a href="[[guest.declineLink]]">Cancel</a>

Account

Attention: This concerns the complete contact/master data record of the guest in your agency

• <a href="[[guestAccount.deletionLink]]">Delete</a>

When a guest responds to a system email from guestoo (invitation, confirmation email, mailing, etc.), the following happens:

When using the default email sender of guestoo

If you do not use your own email sender address for the event, the guest replies will be sent to all manager users of the agency who have activated the notification “Reply from a guest to a system email” in the inbox of the email address they use to log in to guestoo.

You can find out how to set up the notifications for your account in our documentation.

When using your own email sender

If you use an individual email sender for the event, the guest responses will be sent directly to this mailbox.

If you use the export dialog to generate an Excel export and the Excel file appears empty or is missing some guests, that is likely due to filters being set, which include some/all guests. 

In order to delete all filters and export an unfiltered list of all guests, click on the “Reset filter” button in the export dialog. If you wish, you can then set some filters if you only want certain guests to appear in the exported Excel file.

If you cannot see a section with settings options, there may be two reasons for this:

1) The section is hidden. In order to display it, scroll to the bottom of the page you are on and click on “Show more options”.
There you can select which sections should be displayed and which should be hidden so that you have a better overview. :)

2) You do not have the required subscription plan to use the corresponding function. It is best to check the documentation to find out whether the desired feature is subject to a charge or look it up in the feature shop.