Welcome

Welcome to vivenu! We are happy to welcome you on board.

In order to prepare you in the best possible way for the system and the cooperation, this article provides you with the most important information and support for the start.

Your account manager as well as our support team are of course available around the clock to help you with any questions and problems. So contact us at any time if you get stuck.

Pro tip: Always use the chat in the lower right corner for your questions and concerns. There you can reach our team in the fastest way.

We look forward to working with you!

WelcomeImportant Info

The following information gives you a rough overview of the system and the cooperation with us. It is best to read them thoroughly to gain a first understanding.

Links & Pages

Production System

The vivenu Prod environment is your dashboard for daily use. The Prod environment is the place where all tools and modules are deployed for actual use and all changes can be made live, for the real world. In contrast to the Prod environment is the Dev environment, which mirrors the test system. You can access the Prod dashboard via https://dashboard.vivenu.com.

Development System

The vivenu Dev environment is an isolated test environment that can be used by your developers to test integrations and interfaces, for example. An additional login is required for this dashboard. You can access the dashboard via https://dashboard.vivenu.dev.

API Documentation

The API Documentation is a technical documentation that describes how our API works and how it can be used by your developers. It contains detailed information on how to access the API's functions, what data formats are expected, what error codes can be returned and how they should be handled. The documentation also includes code samples and instructions. The API Documentation requires a login to the dev environment. You can access it via https://docs.vivenu.dev or via your user settings in the dashboard on the bottom left.

Wiki

You are on the vivenu wiki right now. This documentation describes all the features and modules in the vivenu dashboard. It contains practical tips, instructions for all tools and answers to frequently asked questions. You can access the wiki primarily when you have a question about using the system. If your question cannot be answered here, feel free to contact us via the chat in the dashboard. You can access the wiki via https://wiki.vivenu.com or via your user settings in the dashboard on the bottom left.

Changelog

The changelog contains all current major product updates and improvements. Check back regularly to stay up to date and not miss any exciting changes. You can access the changelog at any time via your user settings in the dashboard at the bottom left.

Communication Channels

Chat Support

The vivenu support chat is available around the clock and can be reached via the chat icon in the lower right corner. Via the chat, all vivenu contact persons are available to you and guarantee a response time of a few minutes. Your direct account manager can also be reached via the tool and your conversations are automatically assigned to them. So feel free to use the support chat for all inquiries and concerns you may have.

E-Mail Support

If you have any questions about complex topics and issues, such as contract terms, you can contact us directly by e-mail. To do so, simply send an e-mail with your request to your account manager. He or she will get back to you as soon as possible.

Telephone Support

During office hours (9 am - 8 pm, weekdays) we are of course also available by phone for detailed questions and problems. You can contact your account manager directly. If he or she is not available at the moment, your call will be automatically forwarded to a colleague. We recommend that you arrange a telephone appointment with your account manager shortly beforehand, so that we can assure you of 100% availability.

Emergency Support

Outside office hours (9:00am - 8:00pm, weekdays) you can reach us at any time via emergency-help@vivenu.com. Please describe your problems in a short email and a vivenu contact person will get back to you within a short time. The emergency e-mail should primarily be used for acute problems. Coordinations, installations or classic requests should be clarified with the respective account manager or support team via the usual communication channels.

Note: For telephone support on weekends, we primarily ask that you contact us via our emergency e-mail. Just leave a short description of the problem and a phone number where we can call you back.

WelcomeData Checklist

What data is required from you?

In order to ensure a quick and smooth start, we recommend that you collect the most important information and data in advance so that you can enter it into the system from the beginning. The following list summarizes this data. Please note that this is not a complete list, but the most important information for the start. It only serves as an orientation guide and forms the basis which is needed to sell the first tickets.

Organizer Information

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Organizer name module. Website
Enter the name under which you want to operate as an organizer. This name will be displayed for example in the ticket store, in emails and on tickets. Please note that changing the name will not change the organizer name in the vivenu URL. You can change this setting in the Settings and InformationEnter a website that will be redirected to via the ticket store. The website must start with the prefix "https://". You can define this setting in the module Settings and Information.
Organizer description
Add a short description about you as an organizer, which will be displayed in the ticket store on every page. Note that this information should apply to all your events. If you don't want to add any text, you can leave this field empty. You can define this setting in the Settings and Information module.

Appearance & Images

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Logo (500px x 500px)
Upload a logo of you as the organizer. This logo will be displayed for example in the ticket store, as well as in emails. We recommend using a logo with a transparent background. You can define this setting in the Settings and Display module.
Hero Shop background (2500px x 1500px)
Upload an image for your Hero Shop. The Hero Shop is the overview page of all your events, which you can share with your ticket buyers. The image should be able to relate to all of your events in terms of content. We also advise against using text modules, as the image scales depending on the size of the browser window and can cut off parts. You can change this setting in the module Settings and Shop.
Event title image (1210px x 450px)
Upload an image for your event page. This image should promote your event in the best possible way. If no alternative setting is made, this image can also be used for the ticket design. You can define this setting in the Event Settings and display.
Event Information Event Name
Enter a name for your event, which will appear on the website, in the email, or on the ticket. You can set this in the Event Settings and Information.
Event Description
Enter a short description of the event which will be displayed on the event page. It should contain the most important information about your event and can be designed with headlines, keywords or emojis. You can set this in the Event Settings and Information.
Ticket type names
Enter the names of your tickets which will be offered. You can set this in the Event Settings and Ticket Categories.
Prices
Set the prices for your ticket types. You can define this setting in the Event Settings and Ticket Categories.
Volumes
Set the ticket volumes for your events and tickets. You define how many tickets should be available. You can define this setting in the Event Settings and Ticket Categories or Sales.

General

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Users
Add the users who should have additional access to the dashboard. Only the name and email address of the person is needed. You can add users via the Settings and Users module.
KYC Data
When using vivenu Managed Payments, certain data is required from you in order for us to process the payment for you. This data has to be submitted through a verification process and approved for verification. You can access the verification process via Settings and Payments.

WelcomeFirst Steps

The following points describe the first steps in the dashboard which you should go through in any case. Some of them are necessary to start selling tickets. Others are just to check or make sure that all basic settings are set up correctly.

1 Add users

Add as many users as you want to your dashboard account to give your colleagues access. Our roles system allows you to set various restrictions so that not every employee needs to have access to data, event processing or statistics.

Learn more about users and how to add them here.

2 Activate Payment

In order to receive payments from your ticket sales, you must first activate your payment. Depending on your contractual agreement you can use vivenu Managed Payments or alternatively your own payment.

Please follow the respective instructions to set up your payment:

Note: If the payment has not been set up yet, no ticket sales can take place.

3 Review information

In order to ensure that all information about you as the organizer has been entered correctly, you should check it first and foremost. If any of the data is not correct, you can change it yourself.

For each of this information, a default setting has already been stored. If you do not change them, you can still start selling tickets. However, we cannot guarantee that all information has been entered correctly.

Cross-checking information

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Organizer Name
The organizer name is printed in the store as well as on tickets or in emails. It is also included in the vivenu URL. You can change the name at any time. Please note, however, that the URL will not change once the name is changed. You can find this setting via the module Settings and Information.
Languages
The language of the store can be customized by ticket buyers. First and foremost, however, the language is always determined by the ticket purchaser's browser setting. If the browser language is not recognized or not known, the so-called default language will be used automatically. The setting for your default language can be found in the module Settings and Information.
Time zone
Selecting the time zone helps you to ensure that all time information, such as the start of the sale or the end of the event, is set to the correct time. The time zone should always match your event location. You can set the time zone globally or for individual events. You can find the settings for the default time zone in the Settings and Information module. You can adjust the settings per event via the Event Settings and Information.
Time format
The time format defines how times are displayed to the ticket buyer. This can be either variable based on the ticket buyer's browser settings, or always set to 12-hour (AM/PM) or 24-hour by default. This setting can be found in the module Settings and Information.
Organizer address
The organizer address corresponds to your official company address, which is also stored in our contract. It will be shown for example on invoices or in the imprint for ticket buyers. It has nothing to do with the venue. The address must not differ from the address in the contract. If you need to change the address, please inform our support team immediately via chat. You can find the input via the module Settings and Information.
Fees
Under fees we summarize both system fees, which are charged by us to you, and the pre-sale fees, which are charged by you to the ticket buyer. You can view the system fees transparently in the dashboard at any time. They are displayed in gross via the module Settings and Finances. The pre-sales fees can be set globally for all your events on the same page. If you want to set different pre-sale fees for certain events, you have many additional granular setting options via the Event Settings.
Payment methods
The activated payment methods depend on your selected payment. If you use vivenu Managed Payments, you can activate and deactivate the individual payment methods at any time via the module Settings and Payments. If you use Own Payments, you have to specify these settings directly with your payment provider.
Terms & Conditions & Privacy Policy
vivenu always stores terms and conditions for you, so that we can ensure that all mandatory information has been entered. Of course, these details can be adjusted and extended by you. These settings can be found in the module Settings and Legal.

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