Question 1

How do I pay for a ticket?

Accepted Answer

Pick your tickets on the event page, open the cart, and fill in your name, email and the phone number you pay with. Then press Pay, which hands you to DPO Pay's secure page — that is where the money is actually taken. You can pay with MTN Mobile Money, Airtel Money, Zamtel Kwacha or a bank card. All four are on the DPO page; you choose there, not before. Prices are in Zambian kwacha. Octo never sees or stores your card or mobile-money details; only DPO does.

Question 2

Do I need an account to buy?

Accepted Answer

No. You can buy as a guest with just an email address and a phone number. If you later make an account on that same email address, the orders you bought as a guest with it are attached to your wallet automatically.

Question 3

How long do I have to finish paying?

Accepted Answer

Fifteen minutes. Starting checkout holds your seats for that long, so nobody else can buy them while you are on the payment page. If the payment is not finished in time the hold is released and the tickets go back on sale. Nothing is charged. Start again from the event page.

Question 4

My payment was declined, or I cancelled it. What now?

Accepted Answer

Nothing was charged. The order simply stays unpaid, and the seats it was holding are released within fifteen minutes. You can try again straight away from the event page — it creates a fresh order. A decline is decided by your bank or mobile-money provider, not by Octo, so if it keeps failing, try one of the other methods on the DPO page — MTN, Airtel, Zamtel or a card — or check the balance and limits on the number you are paying from.

Question 5

Money left my account but the page still says pending.

Accepted Answer

Octo never treats the return from the payment page as proof of payment — it asks DPO directly. The confirmation page keeps re-checking every few seconds while you have it open. If you closed the page or lost signal, a job on our side re-checks every unpaid order with DPO every five minutes and completes it as soon as DPO confirms the money. So a successful payment lands even if your phone died halfway. Save your order id in the meantime — it is the fastest way for anyone to find the payment later.

Question 6

Where do I enter a promo code?

Accepted Answer

In the cart, before you pay. Promo codes are created by the event organizer, take a percentage off, and can be limited to one event and to a fixed number of uses. If the code is wrong, not for that event, or already used up, checkout tells you before any money moves.

Question 7

Where is my ticket after I pay?

Accepted Answer

Three places. The confirmation page shows each ticket with its QR code the moment the payment is confirmed. An email confirmation goes to the address you typed at checkout. And your tickets sit in the ticket wallet, which you open by signing in with the email address you used.

Question 8

I paid and never got my ticket.

Accepted Answer

First, sign in to the ticket wallet with the email address you used at checkout — completed orders on that address show up there, whether or not the email itself arrived. If the wallet is empty, give it five minutes: that is how often we re-check unpaid orders with DPO. Also check the spam folder of the address you typed, in case it was mistyped. If it is still missing after that, keep the order id and the address you typed at checkout — a ticket is never lost, it is only ever unconfirmed or sitting on a different email address. Then email support@octotickets.com with those two things and we will find it.

Question 9

How do I sign in?

Accepted Answer

With an email address and a password, or with your Google account. There are no codes to wait for and nothing to type back: you can reach your email from anywhere, and a Zambian SMS cannot reach you when you are out of the country. Use the address you gave at checkout. Tickets you bought as a guest on that address move into your wallet by themselves the first time you sign in. Making an account takes one screen. If you forget the password, ask for a reset link in the sign-in box and we email you one.

Question 10

Do I need to install an app?

Accepted Answer

No. Browsing, buying and showing your ticket at the gate all work in the browser on any phone.

Question 11

Can I screenshot or print my ticket?

Accepted Answer

Yes. The gate reads the QR code itself, so a screenshot or a printout scans exactly like the screen does. Taking one before you leave home is a good idea. Treat that image like cash, though. Anyone holding a copy can be scanned in with it, and for most tickets the first scan is the one that gets in. Don't post it publicly.

Question 12

What happens at the gate?

Accepted Answer

Staff scan the QR code on your ticket. That scan is the whole check — there is no look-me-up-by-name at the door, so make sure you can show the code. Scanning works without a network connection, so gates in places with bad signal still admit you normally.

Question 13

What if my phone dies before I get in?

Accepted Answer

Your ticket is not stored on your phone — it lives in your wallet. Sign in with your email address on someone else's phone and it is there. Safer still, screenshot or print the QR code before you set off, so you are not depending on battery or signal at the door.

Question 14

Can I go out and come back in?

Accepted Answer

That depends on the ticket type the organizer set up. Some tickets are valid for a single scan, some allow re-entry, and some allow a fixed number of scans. Your wallet shows how many times each ticket has already been scanned, so you can see where you stand before you walk out.

Question 15

Someone else scanned my ticket first.

Accepted Answer

For a single-scan ticket the first scan wins and every later one is flagged as a duplicate, wherever and whenever it happened. Gate staff see the duplicate alert. That is why a copied screenshot is worth guarding: the system cannot tell which of two identical codes belongs to you.

Question 16

Can I get a refund?

Accepted Answer

Refunds are not automatic and there is no refund button. A member of the Octo team has to issue one, and whether that happens follows the terms of the event you bought into. Refunds can be full or partial. Once one is issued, the tickets it covers stop working at the gate immediately and those seats go back on sale. Have your order id ready — it is on your confirmation page and in your confirmation email — and email support@octotickets.com.

Question 17

The event was cancelled or moved. How will I know?

Accepted Answer

The organizer decides what happens to a cancelled or rescheduled event. Octo does not send announcements on their behalf, so the event page here is the thing to watch: a moved date shows up on it, and an event taken off sale stops being listed. If it is called off for good, a refund is not automatic. Email support@octotickets.com with your order id and we will pick it up from there.

Question 18

Can I give my ticket to someone else?

Accepted Answer

Not yet. There is no transfer or gifting button on the website or in the app, so a ticket stays on the order that bought it. In practice that means whoever holds the QR code can be scanned in — but nothing on our side moves a ticket to another person's name for now.

Question 19

An event I was looking at has disappeared.

Accepted Answer

Only events an organizer has published are listed. An organizer can take an event off sale again, and Octo staff can suspend one, in which case it stops appearing until it comes back. Tickets you already bought are unaffected by that — they stay in your wallet.

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