vivenu Managed Payments

As part of vivenu Managed Payments, we handle the payment processing for your ticket sales. To use this service, a one-time, formal verification process is required.

Important: vivenu is now working with a new payment partner to provide vivenu Managed Payments.

All European customers who initiated and completed verification in the dashboard before November 20 will soon need to undergo a new verification process.

Additionally, you will be contacted shortly via email by your Account Manager and our Finance Team.

vivenu Managed PaymentsSetup

To use vivenu Managed Payments, you must complete a verification process.

Why is the verification process necessary?

Since the funds processed through vivenu do not belong to us, we are legally required to implement anti-money laundering (AML) measures. This means we must collect certain information about the legal and economic owner of the funds (i.e., you).

The verification process is therefore a legal requirement, both for you and for us. Without successful verification, ticket sales and the use of vivenu Managed Payments are not possible.

Note: Without verification, no tickets can be sold, and no payouts can be received.

Who is authorized to complete the verification process?

The KYC process may be carried out by any person that is part of the company and that is capable of providing all necessary documents and information. For instance, this may be the CEO, the Executive Assistant or other involved employees.

How can I complete the verification process?

1. Log in to your vivenu dashboard.

2. Navigate to the Settings tab, then to Payments, to start or continue the verification process.

3. If any information is missing, you can pause the process and resume it later in the same section.

What data and documents are required?

The required details may vary depending on location, legal structure, and transaction volume. Common requirements include:

1. Company Information (Name, address, legal form, trade register number, etc.)

2. Details of an authorized representative (Name, email address, date of birth, residential address, etc.)

3. Details of beneficial owners (Name, place of birth, residential address, etc.)

4. Bank Account Information (for receiving payouts)

5. Proof of Identity (national ID card or passport)

Additionally, our payment partner may request further documents, such as a trade register extract or a shareholder agreement.

Tip: Ensure that all necessary information and documents are complete and correct before starting the verification process.

What happens if I provide incomplete or incorrect information?

If the verification fails due to missing or incorrect details, this will be displayed in the dashboard. In such cases, the verification process remains open, and you can correct the missing or incorrect data to restart the review.

vivenu Managed PaymentsFAQ: Transition to vivenu Managed Payments for European customers who activated the Managed Payments solution before November 20

What is changing?

As a leading provider of ticketing software, we aim to exceed industry standards through continuous feature development. We are therefore pleased to announce a significant update to our payment infrastructure: From now on, we are partnering with Stripe for our Managed Payments solution.

Why is vivenu making this change?

Our Managed Payments infrastructure was designed to provide you with a seamless and worry-free payment system without having to deal with technical details — we handle that for you.

To offer you the best possible service, we have decided to switch to Stripe, a globally leading payment processing provider, and we are proud of this partnership.

What are the benefits of the new solution?

With the new solution, we can offer a broader range of payment methods that meet local standards worldwide. Additionally, we now support POS-Managed Payments: You can rent card terminals from vivenu, which are easy to set up and integrate directly into the vivenu dashboard.

The onboarding process is now even simpler and requires fewer details. Furthermore, all funds are stored in your own wallet, separate from vivenu and other customers.

How can I activate vivenu Managed Payments?

To switch to the new payment infrastructure, you will go through a simplified verification process. This can be started in the vivenu dashboard under Settings → Payments and will be reviewed and approved by Stripe. During the verification process, you will need to provide the following information:

1. Company information (name, address, legal form, trade register number, etc.)

2. Details of a legal representative (name, email, birth date, address, etc.)

3. Details of beneficial owners (name, place of birth, address, etc.)

4. Bank account for receiving payouts (IBAN, BIC)

5. Proof of identity for the legal representative (e.g., national ID card)

In some cases, additional information or documents, such as a social security number or a copy of an ID/passport, may be required.

Once all necessary information is uploaded and validated, the setup is complete. We have ensured that ticket sales will not be interrupted during the transition.

I have multiple sellers on vivenu. Do I need to complete the verification process for each seller separately?

Yes, each seller must be verified separately. Verifying one account is not sufficient if you operate multiple accounts.

How does the transition impact my daily operations?

The transition to our new payment platform will be seamless and will not affect your daily operations. All ongoing sales and transactions will continue without interruption. New events can still be created.

Are my funds secure during the migration?

Yes. The transition to vivenu Managed Payments does not affect the security of already collected funds. Until the verification process is completed, funds will continue to be processed through the existing payment solution. After completing the verification process, all transactions will automatically be redirected to the new Stripe wallet.

Important: All previously collected funds will be transferred to your new wallet so that all revenues are consolidated in one place.

Will my Managed Payments fee change?

No, the Managed Payments fee remains unchanged after the migration.

Will my payout rhythm change?

No. The rhythm in which you receive payouts does not change as a result of the migration.

How much time do I have to complete the verification? What happens if I don’t complete the verification for vivenu Managed Payments?

You will be contacted by our Finance Team and requested to complete the verification for vivenu Managed Payments. We ask you to complete the verification within 30 business days. After 30 business days, the existing Managed Payments solution will not be immediately deactivated. However, delays in processing or payouts may occur.