FAQ
Find answers to common questions about GoFan.
School FAQ
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What types of events can be managed with GoFan?
You can use GoFan to manage all school events and activities, including athletics, performing arts, homecoming, prom, other formal dances, camps, graduation, and more. You can also use GoFan for event parking and booster clubs.
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How long does it take to get started?
You can be up and running with GoFan in just 1 to 2 business days.
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What equipment is needed?
No equipment is needed to redeem tickets at your events. Optional point-of-sale equipment is available to accept credit and debit card payments directly. Our event administration software, PlayOn HQ, can be accessed with a web browser on any device.
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Is this really no cost for our school?
Yes. The GoFan platform is completely free for schools.
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Does GoFan cover credit card fees?
Yes. GoFan covers all credit card fees. Other ticketing providers pass these fees along to schools.
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What is the fee structure for attendees?
GoFan service fees tend to be significantly lower than fees with other ticketing providers. We also cover all credit card fees rather than passing them along to schools.
For tickets that are $10 or less, the convenience fee is $1.
For tickets over $10, the convenience fee is $1 plus 5% of the face value of the ticket.
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Can we accept payments at the gate with card readers?
Yes. You can accept onsite payments with credit and debit cards, Apple Pay, and Google Pay with GoFan Box Office.
iOS devices are paired with card readers for easy onsite sales. Many schools use Box Office to provide additional payment options for their communities.
Financial FAQ
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When do I receive payment?
You will receive one common payment statement and one deposit per week* on Wednesdays that includes events on a calendar payment cycle and events on an event payment cycle.
*Please note that schools in Washington receive daily payments per state requirements.
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How do I receive payment?
You can receive payment by check or ACH direct deposit (recommended).
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How do I set up direct deposit with ACH?
ACH is the fastest and most secure option for having funds deposited directly to the bank account of your organization. For step-by-step instructions, visit the link on our School Support page below.
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What happens if we need to cancel or reschedule events?
You can easily cancel or reschedule events in PlayOn HQ and inform ticket buyers with the click of a button. Refunds will be issued to fans automatically once an event is canceled and reviewed by the GoFan Finance team. Schools will also receive email notifications of canceled events and the user who made the cancellation.
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What reporting capabilities do I have?
You can easily run reports on tickets sold, event attendance, and revenue received. You can also filter to view financial data within specific dates. Users can receive automated emails with reports and download payment statements as needed.
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What are the popular software features for bookkeepers?
The Financial Hub is designed for bookkeepers to provide centralized access to everything finance. In particular, our customers appreciate how easy it is to find payment data, run reports, and reconcile events.
Community FAQ
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How do I buy tickets?
Visit gofan.co on any device and search for your school or download the app for Apple or Android.
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How do I find my tickets?
Attendees can easily access tickets in the confirmation email, reminder email, reminder text, or GoFan app.
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How do I use my tickets?
Tickets must be presented on a mobile device. Select the ticket(s) you wish to use and press "Use Tickets." A secondary verification screen will display. Show this screen to an event attendant for verification and press "Use Tickets" again.
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How do I share my tickets?
To transfer your tickets to someone else, select the Transfer Ticket icon at the top of the ticket screen. Select the tickets you wish to share, and press the Transfer Tickets button at the bottom of the screen. From here, you have the option to share via text or email. Choose your desired option, select the recipient, and the transfer is complete.
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How do I buy tickets with reserved seating?
If reserved seating is available for your desired event, it will automatically be part of the checkout process. Once you view the event you want to attend, click "Select Seats" and choose your preferred seats. Your desired seats will be held for a set time to allow you to complete the checkout process. Your purchased tickets will have seat-specific information.
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What forms of payment are accepted for tickets?
Attendees can buy tickets with a credit or debit card, Apple Pay, or Google Pay.
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Do attendees need to print their tickets?
Most schools that partner with GoFan use the Tap to Redeem method of validating tickets. With this method, printable tickets are not an option. Attendees present tickets on their mobile devices, and attendants redeem them by pressing a button.
For schools with connectivity issues or different needs, Offline Redemption is available. With Offline Redemption, attendees can present QR codes on mobile devices, screenshots, or printed tickets for attendants to scan.
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Do I have to download an app?
No. You can buy and use tickets directly from gofan.co.
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What if I don't have a smartphone?
If you don't have a smartphone, we encourage you to try one of these options:
- See if a friend or family member can purchase a ticket for you.
- See if your school uses GoFan Box Office, which allows schools to accept onsite payments with credit and debit cards.
- Contact your school to see if other options are available.
- See if a friend or family member can purchase a ticket for you.
Data Privacy FAQ
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What customer information is required to buy tickets?
Your email address is the only customer information necessary to purchase a ticket. This email address is used to deliver tickets and ensure fans can access events. Account creation is NOT a requirement to purchase a ticket, but it's recommended to help find, manage, and use tickets easier.
We also offer an iOS app that can be used to find and purchase tickets to GoFan events. However, this is optional - all purchases can be made online at gofan.co.
Occasionally, schools require additional information to allow a fan to purchase a ticket and gain entrance into an event. However, it’s up to the school to determine what data is collected. We encourage schools NOT to request data that may require HIPPA compliance.
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How does GoFan share and use data?
GoFan does not sell customer data. Your email address will be used for personalized site experiences and marketing communications (i.e. showing local events and exciting match-ups). You can opt out of these communications at any time.
We also track anonymized user behavior to better understand and improve our user experiences. Fans can elect not to collect this type of data by contacting DataRequest@playonsports.com.
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How is data protected?
GoFan participates in regular security screenings, including penetration testing, to ensure customer data is safe. All data is stored using Amazon Web Services, which follows a variety of security standards.
All credit card processing, usernames, and passwords are managed by third parties that specialize in security. Credit cards are processed through Stripe, so GoFan never saves any credit card information. Even in the case where credit cards are “stored,” a secure token is created via Stripe to maintain the security of the transaction.
You can read more here about how Stripe ensures PCI compliance with their data. Login information is managed through Google Firebase, which encrypts data for user protection.
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What are your COPPA policies?
In some instances, we may collect personal information from children under the age of 13. We will obtain parental consent before collecting personal information unless the request for information falls within an exception that would be permitted under COPPA. We do not make personal information collected from children publicly available. We do not condition a child’s participation in any activity or service on the disclosure of more information than is reasonably necessary to participate in an activity.
If you are a parent of a child under age 13, you may contact us to review, update, or delete any of your child’s personal information that we may have collected, and to elect for us not to collect any additional personal information from your child at DataRequest@playonsports.com.
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Where can I learn more about your privacy policies and terms of use?
Please provide your contact information to learn more about how we can help your school, district, or organization.