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Frequently Asked Questions

Here’s a few answers to our most common questions.

    Tickets
    How can I track how many people view the microsite or made the payment?

    These features allow user to track the performance of the online advertisement on Google Adwords or Facebook Pixel.

    Now you can integrate your microsite with Google Analytics (GA) or Facebook Pixel (FB Pixel). You can insert your GA or FB Pixel script inside your form by following these steps:

    • Go to Microsite
    • Click on Microsite Details
    • Paste your GA or FB Pixel script at Custom Script Field
    • Choose either the script is for Page View or Registered/Paid

    .

    How do I handle offline payment?

    We understand that online payment is not for everyone. In 2019, we have rolled out a new feature to allow user to enable offline payment in their form. Now, user will have options either to enable only online payment, offline payment or both in their microsite or registration form.

    To find this option you can go to Microsite Module and find the payment options at Form Setting

    Once you enabled offline payment (Pay Later), user also can customize the confirmation email that registrant going to receive if they choose Pay Later as their payment options.

    User is advised to include payment instruction inside the confirmation email.

    Will people who register using Pay Later receive the e-ticket when they registered?

    The answer is NO.

    The registrant will only be going to receive an email to acknowledge their registration. However, they will not receive the e-ticket until the organizer (Evenesis User) send it to them.

    Why should I use the Modern Microsite?
    With the new Modern Microsite you will be able to:
    • Customize microsite color tab, buttons, and fonts
    • Dual language microsite. With the new Modern Microsite you can switch the microsite between English & Malay.
    • Have a private microsite. People who want to view or register your microsite will have to enter the access code before they can view the content of the microsite.
    • Group registration. Now people can register in group and the confirmation email will be sent to them separately and individually.

    To access these new features you can go to Microsite>>Microsite Details. The features will be available at New Microsite Maintenance section

    How can I do group registration using Evenesis?

    There are 2 ways Evenesis can help you with the group registration:

    1.  Group registration where all the tickets purchased will be under single name
    2.  Group registration where all the tickets purchased will be sent individually

    If you prefer the 1st option, you can simply insert value more than 1 at Max Ticket Per Order in Ticket Setting.

    If you prefer option 2, then you will need to enable Multiple Guest option in Microsite setting. Go to Microsite>>Microsite Details>>New Microsite Maintenance

    But please note that this function only available in Modern Microsite & Registration Form

    I created my tickets but I cannot find my registration form link on the Links page.

    The registration form link on the ‘Links page’ will appear once you have filled in the Event Details for your Microsite.

    If you are not using the Microsite, just fill in the Event Details and Click ‘Save’.  It will not affect your registration form.

    Do it this way if you are using the Registration form WITHOUT the Microsite.

     

    Can I create a ‘Promo Code’ for my tickets?

    Go to Microsite>>Ticket>>Add New Promo Code.

    To use the ‘Promo Code’ please create the tickets first.

    Can I track the number of people who has purchased my tickets via Evenesis?

    Go to ‘Advanced Guest Search’ at ‘Database Module’, set the ticket type to ‘All’ or any ticket types and then click ‘Search’.

     

    What are the steps for ticket reimbursement?

    You can email to our support team with this following details:
    Event Name:
    Evenesis Email Address:


    Bank Details:
    Malaysia/Local Bank
    ROB/ROC No:
    Bank Account No:
    Bank Account Name:
    Bank Name:

    International Bank
    Swift Code:
    Bank Account Name
    Bank Account Number:
    Bank Branch Name:
    Bank Branch Full Address:
    Company Address:
    Postal Code:
    Company Registration Number:

    If you prefer for us to transfer the amount via Paypal (only applicable for tickets using international currency), please provide us your Paypal Account details.

    How long will it take for the payment to be transferred to my bank account?

    We will reimburse the ticket on monthly basis. Amount will be disbursed on the 10th and 26th of each month. If the date fall on holiday period, disbursement will take place on the next working days.

    Does the ticket payment go directly to my bank account?

    All the payment will reside on Evenesis account. The disbursement of the ticket will be made on monthly basis. The amount will be disbursed on the 10th or 26th of each month. If the date fall on the holiday period, disbursement will take place on the next working days.

    How can I request for a refund?

    FOR ORGANIZER

    To apply for refund for the attendees you may contact our support team with details below:

    Event Name:
    Transaction No/ID:
    Attendees Name:
    Attendees Email:

    All requests must be submitted in email. Any request via another medium of communication will not be accepted.

    IMPORTANT NOTE:
    Evenesis will only process refunds directly to the attendees for transactions that are happening 6 days or before Thursday. The transaction period is between Friday – Wednesday each week. If the request coming after the period or after Wednesday, the organizer will have to do the refunding process from your end.
    After the period, organizers or the attendees will not receive the refund in full amount as the payment gateway has processed the payment and deducted the payment fees and tax. May refer the calculation below:

    Amount Paid by Attendees: RM 1000.00
    Online Fees Charged by Payment Gateway:
    5% x RM 1,000.00 = RM 50.00
    SST/Tax:
    6% x Online Fees Amount (RM 50.00): RM 3.00
    Total Deduction:
    RM 50.00 + RM 3.00 = RM 53.00
    Amount To Be Refunded/Received by Organizer or Attendees:
    RM 1000.00 – RM 53.00 = RM 947.00

    FOR ATTENDEES/PARTICIPANTS

    In order to initiate a refund request, Evenesis instructs Attendees or Participants to contact the Organizer directly as set forth in the Organizer’s applicable refund policy. If attendees are unable to get Organizer’s contact, you may contact our support team. Our team will help you to get the Organizer details for you to request your refund.

    Evenesis will only proceed with the refunding process if the request is coming from the Organizer.

    Evenesis will only process refunds directly to the attendees for transactions that are happening 6 days or before Thursday. The transaction period is between Friday – Wednesday each week. If the request coming after the period or after Wednesday, the refund will be processed/handled by the Organizer and processing fees (online fees + tax) will apply to the amount.

    Once the refund process has been approved, it may take 7-15 days for the amount to be transferred in your account.

    Guests/Contacts
    Where can I get the list of invalid email or blacklisted email in my contact/guestlist?

    You can export the list of invalid email or blacklisted email using Evenesis.

    You can go to Database>>Guestlist>>Click on Other Action Button>>Select Export Invalid Emails from Other Action Dropdown Menu

    The email is mark blacklisted by the system if there the email has a bounced record. If you’re sure that one of the emails that were blacklisted by the system is valid, to let our support team know in order for us to whitelist the email address.

    Sometimes a valid email can be bounced because of various reason and one of the common reason is the inbox of the email is full.

    Can I export the ‘Guestlist’ or ‘Masterlist’ from Evenesis?

    Go to Database>>Other Action>>Export List to Excel.

    To export the Masterlist from Evenesis go to Database>>Masterlist>>Other Action>>Export to Excel.

    What’s the difference between ‘Import Records Only’ and ‘Import and Update Existing Records’?

    When you upload an Excel file, the system will check (based on the email addresses) whether the data exists in your ‘Masterlist’ first before uploading it into the ‘Guestlist’.

    If you choose to ‘Import Records Only’, the system will pull out all the existing data such as first name, mobile number, address, and other relevant info from the Masterlist.

    If you choose ‘Import and Update Existing Records’ the system will check the data from the ‘Masterlist’ and update the information for that specific info.

    This feature is useful if you want to update your contact details such as name, address or mobile number.

     

    What is the difference between a Masterlist and a Guestlist?

    The ‘Guestlist’ is a list of data from your current/single event.

    The ‘Masterlist’ is a ‘master data storage’ of all the guests’ from your events.

    Failure to upload the Excel file.

    Please make sure that you are using the correct Excel template before you upload it.

    To download the Excel template go to Database>>Import Contacts>>Click Excel file Logo.

    Make sure the template is saved in ‘CSV’ format and there are no symbols (!,#$%^&*;,./[]’) in the email address column.

    The system will automatically abort the process once it detects any symbol in the email address column in the Excel list.

    I have a 100 contacts in Excel but it only uploaded 80 contacts into Evenesis. How can I rectify this error?

    Double-check whether those contacts missing from your Excel list are in fact already in the Evenesis system.

    The system will not upload any repeat email addresses that are already in the system to avoid data duplication.

    Check  whether there are any duplicate emails in the Excel file.

    If there are duplicates where you have 2 contacts with the same email address (with different names), the system will only upload either one instead of both emails into the system.

    Emails
    Where can I get the list of invalid email or blacklisted email in my contact/guestlist?

    You can export the list of invalid email or blacklisted email using Evenesis.

    You can go to Database>>Guestlist>>Click on Other Action Button>>Select Export Invalid Emails from Other Action Dropdown Menu

    The email is mark blacklisted by the system if there the email has a bounced record. If you’re sure that one of the emails that were blacklisted by the system is valid, to let our support team know in order for us to whitelist the email address.

    Sometimes a valid email can be bounced because of various reason and one of the common reason is the inbox of the email is full.

    Can I resend my invitation to guests who have not responded?

    You can resend your email to those who have not responded by using ‘Send Invitation By Status’.

    This feature allows you to add more people from your contact list after you have made your first blasting.

    Please note that you can only use this feature only to those who have not been invited yet.

    Can I insert an image into my email content?

    Click the icon  and a  dialogue box will appear. Insert the image here.

    Can I check my scheduled email?

    To check scheduled email for ‘Invitation’ go to Invitation>>Scheduled Invitation.

    Go to Blasting>>Blasting Scheduled.

    In this setting you can check the status of the scheduled email (either already being sent or still pending).

    Can I send out a personalized email to my contacts?

    You can insert this command in your email content [GuestName] for your personalized email.

    Once you insert this command the system will automatically pull out the First Name from your contact list. All intended recipients will then receive the email under their own names.

    Can I check if my email blast was delivered successfully?

    You can check your email status such as ‘Bounce, Delivery and Open’ at ‘Report Module’.

    Go to Reports>>Email Tracker.

    I have about 100 contact emails in my ‘Guest List’ but when I want to blast the emails I can only select 40 contacts. Why are the rest missing when I want to blast the emails?

    One of the reasons is that those names may have not been verified yet.

    Before uploading the Excel list, you need to send the Excel file to us first for a verification process. Once our team has verified the contact emails it will then be uploaded into the system as valid contact emails.

    Another reason is that the emails may have been blacklisted by the system when the email addresses  ‘bounced back’ to us (due to it being invalid) when you sent out the emails in your previous event.

    Lastly, some of your contacts may have unsubscribed from you as the reason why you cannot see some of your contacts in the mailing list.

    RSVP
    Can I customized confirmation email for RSVP?

    Yes, you can. We just developed a feature where you can create/customize your confirmation email for RSVP Invitation. The new features also give options to you whether to issue a ticket or not upon guest RSVP.

    You can find the feature in Evenesis by simply go to Invitation>>Confirmation Email>>Confirmation Email Content: select Custom Email

    What is +Add To Your Calendar?

    The function is available automatically when guests RSVP to your event. The features will be available at RSVP Thank You, Page.

    It allows your guest to add/mark the event date on their calendar.

    How can I arrange the RSVP buttons position?

    To arrange the RSVP Buttons position, you can simply include this tag [ReplyButtons] inside your email content.

    The system will automatically centered the RSVP button.

    How can I change the color and text of the RSVP buttons?

    To customize the color of the RSVP button and text you can follow these simple steps:

    1. Go to Setting under Invitation Module
    2. Go to Edit ‘Yes’ Button Text: or Edit ‘No’ Button Text: to edit the text.
      Note: If you left either of the field blank, the system will automatically use default RSVP button text.
      Please do not include any symbol (‘,”,&,!,#,$,%,^,*) in Edit Button Text field.
    3. If you intend to edit the color go to Background color:
      Note: If you left either of the field blank, the system will automatically use default RSVP button color.
    4. Click Save

    How can I enable Guest Update Page?

    To enable Guest Update Page, you can follow these steps:

    1. Go to Invitation Module
    2. Find Guest Update After RSVP and click YES.

    After you enable Guest Update Page, the guests can update their basic details such as Fullname, Position, Fax No, Mobile No and Address. All fields are mandatory.

    When you enable Guest Update Page after RSVP, you will have an option to enable Remarks and Max Pax Per RSVP.

    Guest Update After RSVP Page

    Where can I check my email invitation response?

    Use the filter in the Guestlist.

    From here you can see how many responded with a Yes or No, Responded Yes by SMS, Email and Not Responded and in the Waiting List.

    Can I set a limit to my RSVP?

    You can set your RSVP limit by going to Invitation>>Setting.

    In this setting you can also set ‘RSVP end date’, enable ‘Waiting list’ and add a company logo for ‘Reply RSVP’.

    SMS
    What is the generic number via SMS when it is received by the recipient?

    All SMS will start with a 5 digit number – 66600 (Malaysia Number)

    Will the recipient be charged for the SMS?

    No. There will be no charges when they receive the SMS.

    All SMS costs that are sent out will be covered by the Evenesis user .

    The rate for each SMS sent out is RM 0.10/SMS.

    The recipient will be charged only if they reply to the RSVP via SMS.

    I’ve received complaints that some of my contacts did not receive my SMS. How can I fix this?

    This could be due to the incorrect mobile phone key-in format.

    The mobile number of your contact should only consist of numbers without any space between them.

    If your contact is using an overseas mobile number just insert the area code with the symbol (+).

    The correct mobile number for Malaysia is 0171234567 (local) and for overseas mobile number (Australia) it will be +61423458278.

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    Y Us Pte Ltd (201432939M)
    60, Paya Lebar Road #11-01,
    Paya Lebar Square Singapore 409051

    Contact Us

    Email: contactus@evenesis.com
    Phone: +603 8408 2112 / +65 8228 2084

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