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TrueFans CONNECT™

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FAQ

Common questions

I signed up but I cannot get past login or email verification.
  • Confirm you clicked the link in your email, or open Verify email and follow the prompts.
  • If you never see mail, check spam and that you used the same address you signed up with.
  • Still stuck? Use Contact support and mention your account email (no passwords).
Verify emailLog inContact support
Which dashboard should I use if I have more than one role?
  • Open /dashboard — pick the tile for the role you need (fan, artist, venue, enterprise, or RAISE).
  • Merchant tools open from a venue account via Merchant in the venue sidebar (or /merchant).
  • Each role may need its own /setup steps before the full hub unlocks.
Dashboard pickerFan dashboardArtist dashboardMerchant
What fees apply to donations? What about Connect, Partner, and Pro?
  • Artist platform fees on donations are membership-based: 8% on Connect (keep ~92%), 5% on Partner ($11/mo) (keep ~95%), and 5% on Pro ($29/mo) (keep ~95%).
  • Card processing is separate from the platform fee. The product’s configured processing rate is 4.4% (percentage-based; actual network rates can vary by card).
  • Referrals can allocate up to 5% total (2.5% direct + 2.5% second tier) when the program applies — from the platform fee side (capped so the platform cut never goes negative), not from the artist’s share.
  • Exact settlement depends on the payment and your active membership; artists manage payouts via Manifest under Donations. See /pricing for the overview.
PricingDonations & payoutsHow it works
How do I buy or view tickets I purchased?
  • Buy from a venue storefront, purchase link, or ticket page the seller shared.
  • Open My purchases (/pay/my-purchases) to see tickets, passes, and receipts tied to your account.
  • At the door, staff typically scan from Merchant → Scan tickets.
My purchasesScan tickets
Where is Merchant / ticketing / POS?
  • Merchant is the commerce stack for venues: catalog, tickets, POS, scan, storefront, subscriptions, and balances.
  • From a venue account, open Merchant in the Business section of the venue sidebar, or go to /merchant.
  • Fans find purchased tickets under My purchases — not in the Merchant dashboard.
Merchant homeFor merchantsMy purchases
What is FansIQ? How is Contacts different from Know Your Fan?
  • FansIQ is the artist growth suite: Agent, Data, Visibility, Tour, and Contacts.
  • Contacts (/dashboard/artist/crm) is the in-product CRM for fans from shows and tips — email/SMS outreach and lists.
  • Know Your Fan (/know-your-fan) is the marketing page that explains the CRM story; the working tools live in your dashboard.
ContactsFansIQ AgentKnow Your Fan
What is Show RSVP?
  • Show RSVP lets fans sign up before a date so artists and venues can message attendees and plan the room.
  • Artists manage per-date RSVPs under Artist RSVP; venues manage fees and campaigns under Venue Show RSVP.
  • Fans typically RSVP from the public show page or a link/QR the organizer shared.
Artist RSVPVenue RSVP
What is TrueFans RAISE?
  • TrueFans RAISE is the fundraising product for organizations — campaigns (pledges, tickets, auctions, and more), widgets, and supporters.
  • Sign up at /signup/raise, then manage work from the RAISE dashboard.
  • It is separate from the live-music tip flow artists use under Donations.
RAISE overviewRAISE signupRAISE dashboard

Guides

Step-by-step topics

Open a topic for setup steps and deep links into the product.

Account & accessSign up, login, email verification, and choosing the right dashboard.

Create an account

Pick a role that matches how you will use the product.

  1. Open Create an account (/signup).
  2. Choose fan, artist, venue, or enterprise when prompted — or use RAISE signup (/signup/raise) for fundraising orgs.
  3. Merchant commerce is opened from a venue account (Business → Merchant), not a separate public signup.
  4. Complete email verification before relying on payouts, venue tools, or Merchant.
Sign upArtist shortcutRAISE signup

Email verification

Required before many dashboards fully unlock.

  1. Check your inbox for a confirmation message after signup.
  2. If you are redirected to Verify email, complete the flow there.
  3. Use the same browser session or log in again after verifying.
Verify email page

Opening the right dashboard

/dashboard decides where you land based on your profile.

  1. Go to /dashboard after logging in and pick the tile you need.
  2. Role hubs: /dashboard/fan, /dashboard/artist, /dashboard/venue, /dashboard/enterprise, /raise/dashboard.
  3. Merchant: /merchant (usually from a venue). If setup is incomplete, finish that role’s /setup route first.
DashboardMerchantRAISE dashboard
TrueFans RAISEFundraising campaigns, supporters, and widgets.

Get started with RAISE

Sister fundraising product for organizations.

  1. Read the RAISE overview or sign up at /signup/raise.
  2. Open the RAISE dashboard to create campaigns (pledges, tickets, auctions, and more).
  3. Use Supporters and Widgets to grow and embed your campaign.
RAISE overviewRAISE signupRAISE dashboardCampaigns
TroubleshootingWhen something fails, try these first — then contact support.

Tips or donations fail

Usually browser, card, or artist payout setup.

  1. Retry with another card or wallet; disable VPNs that block payments.
  2. Fans: confirm you are on the real artist/show page, not a stale tab.
  3. Artists: finish Manifest onboarding under Donations.
Donations & payoutsContact support

My payout is taking too long

Most delays are Manifest needing something from you — check your email first.

  1. Check your email (including spam/junk) for messages from Manifest Financial — they email when they need identity verification, bank confirmation, or more info before releasing a payout.
  2. Complete anything Manifest requests; the payout usually releases once your account is fully verified.
  3. Confirm Manifest onboarding is finished and your bank details are correct under Donations.
  4. Still delayed after handling Manifest emails? Contact support and say it is Manifest-related so we can route it faster.
Donations & payoutsContact support

Ticket purchase or scan issues

Check the buyer receipt and the Merchant scan screen.

  1. Buyers: open My purchases and confirm the ticket/pass is listed and not expired.
  2. Door staff: use Merchant → Scan tickets on a live connection; refresh if the code will not redeem.
  3. Sellers: confirm the product is active in Catalog and that the right venue is selected in Merchant.
My purchasesScan ticketsCatalog

I am in the wrong screen after login

Routing follows your account role and setup state.

  1. Navigate manually to /dashboard and pick the tile you need.
  2. If you are pushed to /setup, finish required fields — the app will not show the full dashboard until then.
  3. For commerce, open /merchant from your venue account rather than looking for a separate “tickets” dashboard.
DashboardMerchant

Contact a human

We need your account email and what you clicked — never send passwords.

  1. Email [email protected] or use Contact support with: role (fan/artist/venue/merchant/RAISE), what you tried, screenshots if possible.
  2. For payout IDs or bank questions, mention it is Manifest-related so support can route faster.
Contact supportEmail [email protected]

Still stuck?

Talk to a person

Include your role and what you tried. Never send passwords.

Contact support[email protected]