Customer Support

Stay Connected

The Sofar Support team is your trusted partner, working behind the scenes to facilitate smooth communication with your guests, hosts, and artists. When someone from your community reaches out, the Support team will first consult your Concert Card for answers. If additional details are needed, they’ll contact you via email for clarification. 

Some common inquires are:

  • Accessibility/ seating requests

  • Venue related questions

  • Issues with tickets 

  • Requests for refunds/ transfers


 

Contact Customer Support

Customer Support MUST be contacted in certain situations. Please familiarize yourself with the process for specific inquiries below. Once you’ve reached out, please wait for their guidance before taking any further action. If you’re still not sure which would be best steps, feel free to reach out to the Global Communities team on slack or gc@sofarsounds.com. 

For Producers: Post-event feedback in Airtable: We record any post-show feedback via Airtable. Show feedback can be escalated at your discretion, but we strongly encourage you to flag the following issues with Customer Support so that we can follow up with your guests and help maintain a high level of Customer Satisfaction in your city:

  • Individual feedback comments with an overall negative tone, which call out the quality of their entire show experience or ask for reimbursement/compensation. E.g. “very disappointed”, “this was not what I was expecting”, “I’d like a refund” 

  • Shows where feedback comments or ratings follow a pattern which may warrant a full guest list follow up, for example there are a lot of comments which say something negative about the artists or the venue

To escalate a feedback record to Customer Support, please leave a comment in Airtable with any context on the issue (if applicable) and tag Libby Langley.

For guests, artists, and other external inquiries: Direct them to the Help Center to submit a support ticket. The Help Center also includes support articles to help resolve common questions quickly.

For Producers and Curators: For non- urgent inquires you can reach out to customersupport@sofarsounds.com. If your inquiry needs immediate attention, please use your designated Slack channel:

  • Producers: #customer-support

  • Curators: #4-urgent

If you’re running a promotion or partnership: Please share any relevant details (e.g., promo codes or offer terms) with customersupport@sofarsounds.com in advance. This helps the team assist guests more efficiently if questions arise.

For Artists booking requests: Many artists contact Customer Support with booking requests or to share their availability. Customer Support will always direct artists to update their Booking Preferences in the Artist Dashboard with any cities and specific dates - here is our guidance for how to do that.

Occasionally, artists reach out because they haven’t been booked yet or are waiting for their first opportunity. When this happens, we’ll share their profile and contact email with you so they’re on your radar. You make all final booking decisions. We’ll notify the artist that their profile has been shared, but limited availability means this does not guarantee a show.

Transfer or Refund ticket requests: Guests may reach out to you requesting to transfer their tickets to another show. Local teams do NOT have the ability to issue refunds - please do not try to initiate a refund on the guest list, as this will not work. Please direct your guests to submit a request in the Help Center: help.sofarsounds.com

From there, the Customer Support team will respond to their request and handle accordingly. Please be familiar with our ticket policy that applies to all cities. 


If you have a situation which is outside these policies, and you believe it warrants an exception, please follow the steps above and give the Customer Support team a heads up in your designated Slack channel:

  • Producers: #customer-support

  • Curators: #4-urgent

Concert changes or cancellation

If you are cancelling a show

Before you resort to cancelling a show, determine if rescheduling is possible. If not, then…

Remove your concert listing. On your event card under the Settings & Shortcuts section, mark as “cancel”. This will NOT send any email comms, but it will prevent any automated post-show emails from sending and further ticket sales.

Alert artists, hosts, and team members. Depending on notice, we may compensate artists(more below). Email templates can be found here. Event staff/AEs will not get compensated for cancellations by Sofar. 

Alert your guests via email using the “Guest Custom Email” function under Emails > Send Urgent Email in the Concert Planner. You can use one of the templates in the Planner; you'll just have to make sure you update the copy to reflect the specific show info and details (you can see the auto template emails here). You can also use one of the templates here and tweak if needed.

Please note, you can offer the choice to guests to transfer to the next show or only offer a refund. 

If a guest wants the refund, then do NOT take any guest actions for this guest. Once the show has been marked as ‘Cancel’ on the event card, our team will be notified. All guests will be refunded within 3 days of the cancellation. The funds will arrive back in their account in 5-10 business days.

Complete the concert changes form ASAP. This will notify the Customer Support team. Guests react quickly to cancellations, so it's important that we’re alerted ASAP. 

Monitor Instagram DMs in case anyone has any questions about the concert change. Additionally, our Customer Support team will reply to any guest emails and lead any transfers or refunds. Local teams do not have the ability to issue refunds.

Artist Compensation for cancelled shows 

If an artist is not confirmed on the event and/or if they were rescheduled to another event, artists will not get paid.

  • 0% of guarantee if cancelled more than 48h before the event*

  • 50% of guarantee if cancelled between 24-48h of the event*

  • 100% of guarantee if cancelled within 24h of the event*

  • *Event is defined as "music start time". 

US ONLY: Artists will automatically receive this payment via Dots.

Rest of World*: Artists will receive a link to Formstack to submit for payment. 

If you have any questions on this, please reach out to the Global Communities team. 

*this does not include non-commercial Curators 

If there is a change to the details of a show after tickets go on sale, it’s essential to let guests know what has changed, and what their options are if it no longer works for them.

To send communications to your guests, send an urgent email via the Concert Planner. This ensures we have full visibility into what has been sent, so we can advise guests accurately. To send an urgent email:

  1. Go to your event card in the Event Planner

  2. In the Email section, click “Send urgent email”

  3. Select the email option that best serves your situation.

    1. Send Guest Custom email

    2. Send Guest Event Cancelled email

    3. Send Guest Venue Changed email

  4. Select your guestlist

  5. Press “send” 

Please alert our team about any changes to your concert so they can support any incoming inquiries and coordinate any transfers or refunds. Local teams do NOT have the ability to issue refunds - please do not try to initiate a refund on the guest list, as this will not work. Please note, guests are entitled to a refund if their original show is cancelled or moved to another location or date. However, booking fees (a.k.a ticket handling fees) are non-refundable if a show has been moved to a different location, but is still going ahead at the original time. 

If a guest rather transfers their ticket, then navigate to the guest list -> Guest Actions -> Transfer to another concert -> and select the concert. You have to do this for every guest individually. Their email notice should outline that their tickets have automatically been transferred to the show on [DATE] in [NEIGHBORHOOD]. Please note that this will not trigger an email notifying them of the change so you will need to update the guest.

Host Emails

Email communications to the host will be automated unless you choose to turn them off. To view, go to the “Email” section on your event card. To edit the automation, click “Manage email settings for this event at the bottom of this section.

Emails that go out to hosts are:

  • Venue Concert Advance: This email is sent when the concert is 7 days away. If the venue is confirmed with less than 7 days before the concert, the host will only receive the advance email and not the confirmation email. The email contains the run of the concert and serves as a reminder to the host about the concert.

  • Venue Booking Confirmation: This email sends when a venue is confirmed for a concert in the concert planner. It includes the concert details for the host.

  • Venue Event Promotion: This email is sent 14 days before the event. If the venue is confirmed with less than 24 hours before the event, the host will not receive this email. The email contains tips to promote the event.

  • Venue Post Concert: This email is sent 12 hours after the concert ends. Thanking the host and links to the feedback survey.

Customer Support FAQ

    • Listen patiently and answer concisely

    • Respect every point of view

    • Investigate unknowns

    • Communicate in an open, friendly way

    • Inject each interaction with excitement (where appropriate!)

    • Express our gratitude to all members of our community - they’re the reason we’re all here!