Support

The fastest way to reach a human is email. We are a small team and we read everything. General help - support@circuitapp.io Payments, refunds and invoices - billing@circuitapp.io Privacy and data requests - privacy@circuitapp.io Legal - legal@circuitapp.io Tell us your account email and, if it is about a specific booking or event, the date and the other party. That usually saves a round trip.

When a booking is confirmed and funded, the fee is held in escrow rather than paid straight across. It is released automatically once the show has happened, and then paid out to your bank by Stripe. A booking that shows as pending rather than paid is behaving correctly, not stuck. Payouts run on working days. One that falls on a weekend or a UK bank holiday arrives the next working day, so a bank holiday weekend can add a few days to a payout that would otherwise have landed. Nothing is lost, it is queued. Cancellation refunds follow the windows shown when the booking is funded and set out in section 4 of our terms. On ticket sales you keep 100% of face value: the booking fee is paid by the fan at checkout and card processing is included in it. On booking payments settled through CIRCUIT a platform service fee is deducted before funds are released. On venue hire the promoter pays a fee on top and the venue receives its deposit or balance in full, so venues pay no commission on hire. Every rate is shown at the time of payment, itemised on the receipt, and set out in full in our terms. If a number on an invoice does not match what you expected, email billing@circuitapp.io and we will walk through it. If a payment has failed or a payout has not arrived, email billing@circuitapp.io with the booking date and the account email.

Open your ticket in the app when you arrive. A screenshot of a ticket will not scan at the door. Tickets can be transferred to someone else from inside the app. The rules for tickets and transfers are in section 4 of our terms. Door scanning and the live box office are available to venue and promoter accounts.

Every new account starts with a free PRO trial. It runs for 14 days, or 21 days if you signed up through a valid referral invite. No payment card is needed to start it. When the trial ends your account moves to the Free plan automatically. Nothing is charged unless you choose to subscribe. PRO subscriptions are billed through Stripe and can be cancelled at any time from the billing portal in your settings. Cancelling takes effect at the end of the billing period you have already paid for.

You can delete your account at any time from the app: Settings, then Privacy and Security, then Delete Account. Deletion removes your personal data and anonymises your profile. Records that belong to the other side of a completed booking, such as invoices, are retained where we are required to keep them. To request a copy of your data, or to ask a question about how it is handled, email privacy@circuitapp.io. Our Privacy Policy explains what we collect and why.

Profiles, media and messages can be reported from inside the app. Reports go to our moderation queue and are reviewed by a person, who can remove content or suspend an account. If you believe someone is at risk, or you need to report something urgent, email support@circuitapp.io with "urgent" in the subject line.

Send us the following and we can usually work it out without a back and forth: • what you were trying to do • what happened instead • your account email • your device and iOS or Android version • a screenshot, if the screen showed an error Email it to support@circuitapp.io.