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Offer Cancelled Tickets to Your Waitlist Instead of the Public

Prioritise waitlisters when tickets become available through cancellations

If your event is sold out and the waitlist feature is enabled, cancelling tickets gives you the option to offer them to your waitlisters first, instead of releasing them for public purchase.

This option only appears if the waitlist feature is enabled for your event — see our guide on enabling and managing a waitlist for sold-out events.

How to offer cancelled tickets to your waitlist

  1. Go to the Sales List tab and open the order containing the tickets you want to cancel.
  2. Follow the usual ticket cancellation steps — select the tickets and proceed.
  3. On the next page, you'll see a Waiting List checkbox:
    • Leave it unticked to cancel the tickets and release them for public purchase as normal.
    • Tick it to cancel the tickets and go straight to the Waitlister Invite page instead.
      EDIT EVENT - ORDER SALES - CANCEL ORDER - WAITING LIST CHECKBOX
  4. On the Waitlister Invite page:
    • Current Tickets Available shows the cancelled ticket type and how many are now available.
    • Valid Until (required) — set an expiry date and time for the invitation. Any tickets not purchased by then are released for public purchase.
    • Select Waitlisters — choose specific waitlisters to invite, or send to everyone on the list.
  5. Select Confirm Send. This emails your selected waitlisters, letting them know tickets are available on a first-come, first-served basis. You'll then be taken to the Waiting List tab, showing Active Invites and Waitlisters.
    WAITLISTER INVITE PAGE

What happens next

  • If tickets aren't purchased — or only partially purchased — by the Valid Until deadline, the remaining tickets are released for public purchase.
  • Waitlisters who were invited but didn't successfully purchase remain on your waitlist and are eligible for future ticket releases.

Most common scenario and questions

What happens to waitlisters I didn't select for this invite?

  • They remain on your waitlist and can be invited for a future release of tickets.

How is this different from the regular Send Invite option?

  • This flow is triggered specifically by cancelling tickets and choosing to route them to the waitlist rather than the public. The standard Send Invite option (covered in our waitlist management guide) is used more generally, such as when you manually increase event capacity.

Can I send a follow-up invite if some tickets remain unsold?

  • Yes — once a Valid Until deadline passes, any unsold tickets are released publicly, but you can still manage remaining waitlisters and send further invites from the Waiting List tab if more tickets become available later.

Need more help?

If you have any questions about offering tickets to your waitlist, contact our support team.