Help & FAQ
Your face is your golden ticket. Here is exactly how to get your ticket, share it, and walk in.
Claim a ticket from a link
You got a WhatsApp message from FacePass with a Claim button (a link like facepassevents.com/claim/FP-…).
- Tap the link.
- Sign in with your mobile number. We send a one-time code (OTP) to that number. New here? The same step creates your account.
- On the claim page, tap “Claim for myself”. On events with separate entry for men and women you'll also pick your gender here.
- Scan your face — only the first time. Look straight at the camera in good light, no mask or sunglasses. Once your face is set up, the ticket is claimed automatically.
- Done. The ticket is in My Bookings, and at the gate your face is your ticket.
I already have a face on FacePass. Do I scan again?
No. One face scan works for every event. You'll skip straight from the claim page to My Bookings.
The link says “already claimed”.
If you claimed it, open My Bookings — it's there. If someone else claimed it, each code works only once; ask the person who sent it for a new one.
It says the code was withdrawn, expired, or the night has ended.
The sender took the ticket back, or the ticket was for a night that is already over. Those can't be claimed. Ask the sender for a ticket for an upcoming night.
I have a code but no link.
Go to Claim a code, sign in and type the code. Same steps as above.
Can I claim two tickets for myself?
Your first ticket for an event is linked to your own face. Extra tickets you receive for the same event are for other people — send them on, or add a guest face to them (see below).
Shared /s links (several tickets on one link)
When someone gives you more than one ticket, you get one link (facepassevents.com/s/…) holding all of them. From it you keep one and hand out the rest.
- Open the link and sign in with the mobile number it was sent to. Only that number can use the link, so a forwarded link is useless to anyone else.
- Pick the night if your tickets cover more than one night. Nights that have already ended are not shown.
- Keep one: tap “Claim my 1 ticket”. You go to the claim page — scan your face if it's your first time — and the ticket is yours.
- Send to people: enter their name, mobile number and how many tickets. Each person gets their own WhatsApp from FacePass and claims with their own face.
- Pass on a bundle: give a group of tickets to someone who will hand them out themselves. They get their own /s link with those tickets.
How many tickets are left on my link?
The link page shows the count, for the night you picked. You also get a WhatsApp update when tickets from your link are claimed or sent.
I sent a ticket to the wrong number.
Contact the organiser or agent who gave you the link before it is claimed — they can take an unclaimed ticket back. Once someone has claimed it with their face, it's theirs.
It says sharing is paused.
The organiser has paused sharing for this event. You can still claim your own ticket.
The link says it's used up, but I had tickets.
Every ticket on it has been claimed or sent, or the remaining ones were for nights that are over. Your sent tickets are listed on the link page.
Add a guest (bring someone without sending them anything)
You hold an extra ticket and the person is with you — scan their face onto it instead of sending a link.
- Make sure your own ticket for the event is claimed (your first ticket is always yours).
- In My Bookings, on the extra ticket, tap Add guest face.
- Enter the guest's name, then scan the guest's face with the camera.
- The guest walks in with their own face. The ticket stays in your bookings, marked with their name.
It says the guest's face is “under review”.
The guest already has a FacePass account. We check it quickly and link the ticket to their own account — they'll see it in their My Bookings.
I opened the camera but didn't finish.
Nothing happens to the ticket until the guest's face is saved — it stays free to try again or send.
Transfer a ticket you already claimed
Can't go? Move your claimed ticket to someone else (if the organiser allows transfers for the event).
- In My Bookings, tap Transfer on the ticket.
- Copy the transfer link and send it to the person.
- They open it, sign in with their mobile number, scan their face (first time only) and accept.
- The ticket moves to them, and your face no longer opens the gate for it.
Can I cancel a transfer?
Yes, until the other person accepts it — cancel it from My Bookings.
Why can't I see the Transfer button?
The organiser has switched transfers off for this event, or the ticket has already been used at the gate.
It says the gate is offline.
During the event your face is already loaded on the gate. A transfer then needs the gates online so your face can be swapped for theirs. Try again in a few minutes.
At the gate
How do I get in?
Walk up to the gate screen and look at it, like a selfie. No phone, no QR. Remove sunglasses and masks.
The gate didn't recognise me.
Go to the help desk at the entrance with the mobile number on your account. Staff can find your ticket and let you in.
I claimed my ticket just now — will the gate know me?
Yes, your face is sent to the gates within minutes. If you claim while queueing and the gate doesn't open, use the help desk.
Can I buy at the venue?
Yes, at the box office. Give your mobile number and they take your photo — you walk in with your face. Some nights are sold out online but still on sale at the box office.
Multi-night pass?
One claim covers every night on the pass. Your face opens the gate on each night.
Problems
I didn't get the OTP.
Check the number, wait a minute and tap resend. Codes come by WhatsApp or SMS.
The face scan won't finish.
Use the phone's front camera in good light, hold the phone at eye level and keep your whole face inside the frame. Close other apps if the camera freezes, then try again.
I paid but don't see my ticket.
Open My Bookings while signed in with the same mobile number. If it's not there after 15 minutes, write to us below with your payment reference — a failed payment is refunded automatically by your bank.
Still stuck?
Contact support — tell us the event and the mobile number you use on FacePass.