This article covers:
Cancellation Overview
The method for cancelling an event depends on how it was originally set up.
Customers cannot transfer tickets for cancelled events through the Customer Portal. If you want to allow transfers, consider marking the event as "unavailable" and unpublishing it instead of cancelling.
If you plan to reschedule the event and move all booked attendees to the new date, we recommend updating the event date instead of cancelling. You can then notify attendees about the change.
Attendees won’t be notified automatically. To let them know about the cancellation, use the Email list option or your usual method of communication.
Single event cancellation
To cancel a single event date on your schedule:
Select the event you want to cancel on your Schedule page to highlight it.
From the drop-down menu next to Edit entry, select Cancel event:
Cancelling multiple or all events
To cancel multiple or all events, you'll need to repeat the steps for each event date and time you want to cancel.
Select the event you want to cancel on your Schedule page to highlight it.
From the drop-down menu next to Edit entry, select Cancel event:
Course cancellation
There are two ways to cancel a single date/time within a course.
The first way is to select the specific date/time from your schedule, which lists all course dates/times on the right. Then, select the attendee icon 👨👧👦 next to the date you want to cancel.
This will display the attendee list for that date/time in the course. From there, select Cancel event from the Options drop-down menu.
The second way is to expand your course by filtering your schedule. To do this, select Filter items in the top right-hand corner of your schedule:
Then tick the Expand courses box:
Select the course date from your schedule, then Edit entry drop-down menu. From here, select Cancel event:
Cancelling all dates in a course
To cancel an entire course, you'll need to repeat the steps outlined in the Course cancellation section for each event date and time on the course you want to cancel.
Important notes
Remember: Cancelling an event does not automatically notify attendees. Be sure to update them if needed.
Existing bookings remain intact for the cancelled date/time, allowing you to decide whether to cancel and refund or transfer tickets to another event.
This action only cancels the selected event and won’t affect other events, even if they are part of the same entry.
Tickets for cancelled events will still appear on the public booking page but will be non-selectable. If you'd prefer to hide them, you can unpublish your event.
Reminder emails are not sent for cancelled or deleted events or entries.
Cancellation message
When you cancel a date/time, a pop-up window will appear, allowing you to add a cancellation message. This message will then be displayed on the public booking page when customers view the event.
For example:
The cancellation message will appear on the public page under the event information.
For example:
Reversing an event cancellation
If circumstances change or if you cancel an event by mistake, you can revoke the cancellation. To do this, select the down arrow next to Edit entry, then Revoke event cancellation:
💡 You’ll need to repeat this step for each event you’ve cancelled and want to reinstate.
Notifying your customers
While we don’t currently have a feature that automatically sends cancellation emails, you can easily copy your attendees’ email addresses into your email provider.
To do this:
Navigate to the attendee list for your event.
Select View email list from the Options drop-down menu:
You can then either select Copy emails or Open in your email client to BCC the addresses into your email provider and notify your attendees of the cancellation.
💡 Using BCC (Blind Carbon Copy) ensures that email addresses remain private and are not visible to other recipients.
Refunding or compensating your customers
Once you’ve decided to cancel your event, you have several options for handling bookings:
Offer a discount code or voucher for the amount they paid, which they can redeem for a future ticket.
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