1. Go to the Client Login page ( and enter your email address and password. You should have received these in an automated email from us when you signed up.
  2. You will be taken through to a product page. Select the product account that you would like to access.

If you forget your password, go to the login page ( and choose ‘Forgot Password’. Enter your email address and an email will be sent to you, allowing you to update your password.

In general, we advise against redeeming each individual ticket, especially at the time of entry to the event. This takes up a lot of time and the tickets expire at midnight on the day of the event (unless set up otherwise). However, should you need to do this for a particular reason, this is how you do so:

  1. Log into the One Tree system and choose the product account you would like to access. You will be taken through to the ‘Redeem Ticket’ page.
  2. Ask the customer for the 16-digit code at the bottom of the ticket. Enter this into the box on the ‘Redeem Ticket’ page.
  3. Click ‘Check Validity’. This will show if the ticket is valid (fine to be redeemed) or invalid (expired, cancelled or already redeemed).
  4. If it is valid, click ‘Redeem’ at the bottom of the page to change the ticket’s status to redeemed.


Tickets can be sold to walk-in or phone customers using One Tree.  You should not process tickets on behalf of customers using the ticket shop on your website. It is illegal to use someone else’s credit card details in this way. Please proceed as follows. This is an easy way to generate tickets for personal sales.

  1. Log in to the One Tree system and you will be taken to the ‘Sales’ page.
  2. Choose ‘Manual Order’ in the top right-hand corner.
  3. Select ‘Buy’ on the ticket your customer requires.
  4. Ask if the customer would like their ticket(s) printed or emailed to them. Choose the appropriate option. To save time, choose ‘Print at Desk’ and continue.
  5. Take an offline payment at this stage.
  6. Make sure you enter a payment reference that you and your staff will understand – this helps you to keep track of what is in the till.
  7. Complete your order and choose ‘Print ticket(s)’ to download the PDF and print it out.
  8. You also have the option to print the order confirmation for your sales team as proof of purchase.

Occasionally, a customer will query why they have not received their email ticket. The first thing to do if a ticket has been lost or hasn’t arrived, is to ask the recipient to check their spam and promotions folders. If this is not successful, log into the One Tree system.

  1. You will already be on the ‘Sales’ page.
  2. Ask the customer for the name of the recipient, the order date or the order number of the ticket and enter it into the search box.
  3. Click on the relevant name. (If you can’t locate the voucher, you need to check that the transaction completed correctly. Take the purchaser’s name and ticket details and speak to your administrator. They will need to check for the transaction under invoices. If this is not successful, contact One Tree and we will assist.
  4. Once the ticket has been located, scroll to the bottom of the page and locate the email address.
  5. Check that the email address is correct. If it is not, update it, click update email address, then click the ‘Resend email’ button. This will automatically resend the ticket.
  6. If it is correct, the email may be being stopped by a strong spam filter. Either ask the customer for another email address, enter and resend the ticket or click on ‘Download PDF’, save to your PC and send this to the customer directly via your company email address.


Sometimes, a ticket will need to be cancelled if a customer wishes to cancel their order. This is a simple process for an admin.

  • Log into the One Tree system.
  • Find the ticket in question using either the sales or the invoices page.
  • Go down to the ‘status’ field right at the bottom and, using the drop-down menu, change the status of the ticket to cancelled.
  • Enter a reason for the cancellation so that your finance team can reconcile this with their accounts, then click ‘update status’.
  • The ticket is now cancelled, and the code will show up as invalid if ever entered into the system.

Refunds for tickets cannot be made through the system and should be done manually.

  1. Log in to the One Tree system.
  2. Go to ‘Manage Events’.
  3. Click the ‘Create event button.
  4. Name the event.
  5. Enter the date of the event as you would like it to appear on your tickets.
  6. Set the expiry date to the day after, not the day of, your event.
  7. Enter the value of a ticket– note that you should just type in the number here, not pound signs etc.
  8. Specify the quantity of tickets you would like to make available for this event.
  9. Choose whether or not you would like potential customers to see how many tickets are left for this event.
  10. If you would like to restrict how many tickets can be bought per order, enter a number in the ‘Maximum Per Order’ field. Otherwise, leave this blank.
  11. Write a description of the event and what a ticket entitles its holder to – this is what customers see when they choose to find out more. It should include the times that the event begins and ends.
  12. Upload an image that represents the event. This will appear on your website. Use the image resize tool to crop to size.
  13. Upload a ticket header. This will appear at the top of your printed tickets. This can be a generic organisation header or an event-specific one.
  14. Change the status of the event to ‘published’ when you are ready, or leave as ‘unpublished’ for complimentary tickets etc.
  1. Log in to the One Tree system.
  2. Go to ‘Manage Events’.
  3. Find the event you would like to clone.
  4. Choose ‘clone’ from the menu beside it.
  5. This should copy across the information and images from the cloned item, making it much easier if you have the same event but on multiple days.
  6. Make the necessary changes and save the new event as you would normally.

The iframe code is what you need to add to your website in order to embed your ticket shop. In order to find this:

  1. Log into the One Tree system.
  2. Choose ‘Settings’ on the main toolbar.
  3. Copy the code in the grey box and follow the instructions to add it to your site. This can be sent to your web developer if necessary.

Whether you are running a competition, donating a prize or answering a complaint, a complimentary voucher is simple to set up and does not appear on your website. Follow the instructions below to create one:

  1. Log into the One Tree system and choose your events account.
  2. Go to ‘Manage Events’.
  3. Choose ‘clone’ next to the event you would like to offer the tickets for. When the menu appears, change the value to zero and the status to ‘unpublished’. Keep the rest of the details the same. Click save.
  4. Go to the Sales page and choose ‘Manual Order’. Your new event will appear as an option. Select this and choose ‘Print at Desk’. Complete the payment process, adding a payment reference of the reason for giving the ticket away. Download and print the ticket.
  1. Log into the One Tree system and choose your events account.
  2. Go to ‘Manage Events’.
  3. Choose ‘View Sales’ next to the event you would like a guest list for.
  4. Select ‘Export CSV’ to download the data from the ticket sales you have made for that event.
  5. Open the CSV file in Microsoft Excel and sort the data as needed. For example, you may choose to only keep the name of the buyer, the number of tickets they bought and the answers to any questions you asked during the purchase process.

We do not recommend adding redeemers to an events account.

Users can be front of house staff who will need to see sales in order to help with any customer requests about tickets. Only admins are able to set these up.

  1. Log in to the One Tree system.
  2. Go to the ‘Users’ tab on the main toolbar.
  3. Choose ‘Add a new user’.
  4. Enter the full name of the user.
  5. Enter their email address (make sure to get this right as they will be emailed login details).
  6. Select user in the group field.
  7. Click ‘Add User’ and an automated email will be sent to that person. Advise them to check spam as sometimes the emails are caught by strong spam filters.

Every now and again, someone you work with might leave or change jobs, meaning that they will need to be removed from the One Tree system. This is a very simple process for an admin.

  1. Log in to the One Tree System.
  2. Go to the ‘Users’ tab.
  3. Find the specific user and click ‘remove user’ in the far right hand column.
  4. This person’s login details will no longer allow them access to the system.

If you need to remove an admin account, please contact One Tree at