Setting up your Box Office hardware correctly is essential for smooth, reliable onsite ticket sales. This guide walks you through connecting your VersioPay card reader, configuring your printer and cash drawer, logging into the Box Office app, and understanding common error messages you may encounter during transactions.
Warning: Currently, VersioPay card readers are feature locked and only available to select customers.
Note: Before connecting your VersioPay reader, you must make sure your Box Office and payment devices are properly configured. You must have the following before you can successfully connect to the Box Office:
Your Box Office app is installed and up to date
Your payment device is powered on and connected to the same network as your iPad
You have your Device ID and App Key ready. If you do not know your Device ID or App Key, reach out to our support team
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Logging In to the Box Office
Open the Box Office app on your iPad or iPhone
Enter a Device Name (this name is for internal and reporting purposes only. This name helps you identify different devices if you're using more than one)
Enter the Zip Code where you are using the Box Office
Enter the App Key (click here to learn how to find this key)
Tap Enter
Pro Tip: When entering your App Key, the Box Office app automatically adds dashes for your app key, so you don't need to add these when typing your app key.
Enter the cashier's name who is making the Box Office transactions. This is used for tracking later
Tap Starting Cash, and enter your event's starting cash. If you enabled denomination breakout in your app key, enter the quantity for each cash denomination and tap Save
Tap Start Session
Note: If you only plan to accept card sales and don't have any cash on hand, we recommend adding "0" to the starting cash amount.
Connect a VersioPay Card Reader
Before you can process transactions, you’ll need to connect your VersioPay card reader. Once connected, the device ID is saved for future use, so you won’t need to enter it again each time. You’ll only need to reconnect the reader if the connection is interrupted (such as by a network issue) or if you log out of the app key.
Note: To connect a VersioPay card reader, you must know the device ID for your VersioPay terminal. If you don't know your VersioPay device ID, please contact our support team at team@ticketspice.com. When you do, be sure to provide your device's serial number. This can be found on the back of your VersioPay device.
Tap the hamburger (☰) icon in the top left corner
Tap Settings
In the VersioPay field, tap the ... (three dots) next to Configure
Enter the Device ID for the Versio Pay terminal
Tap Save. Once connected, the VersioPay field will update the status to Connected
Pro Tip: Every VersioPay Device ID must start with the prefix "hub:". If your Device ID is missing the "hub:" prefix, the device will appear to connect but won't successfully process transactions.
Warning: Make sure to enter your device ID carefully, as the Box Office app won't flag an error immediately if the ID is entered incorrectly.
You’ll only see an issue when you try to process a transaction. At that point, a “Device Not Found” error will appear, and transactions won’t go through as expected.
Configure Printers & Cash Drawer
In TicketSpice, you can easily connect and configure your printers within the Box Office app, as well as set up a cash drawer if needed.
Click here to learn how to connect and configure your printer. Click here to learn how to set up a cash drawer.
Test Your Setup
Tap the hamburger (☰) icon in the top left corner
Tap Settings
From the Printers section, tap Test Print
Choose what you want to test
Print Test Ticket: Sends a test print to your connected ticket printer
Print Test Receipt: Sends a test print to your connected receipt printer
Print Both: Sends test prints to both your ticket and receipt printers
Open Cash Drawer: opens the cash drawer. NOTE: opening the cash drawer requires the app key. Click here to learn how to find this key
Complete an Order
Add your tickets and options to the order
Tap Checkout.
Tap the credit card payment method. The Box Office app will send an API request to the VersioPay device, which may take 2–7 seconds.
When you see the card reader pop-up, have the attendee tap, dip, or swipe their card
When prompted, enter a name and email address to send a confirmation email, or tap Skip to continue without sending one. Note: Once you reach the confirmation email screen, the transaction is already complete. Skipping or closing this screen will not reverse the charge, so do not attempt to run the transaction again
If configured, the ticket printer and receipt printer will print automatically
Pro Tip: Collecting an email address is optional for Box Office orders. Keep in mind that buyers will only receive a confirmation email and be added as a contact in TicketSpice if an email address is collected. For this reason, we recommend adding an email whenever possible.
Note: In some cases, the cardholder’s name will automatically populate in the confirmation name field. This depends on the issuing bank, so not all cards will provide this information. If the name is auto-filled and the staff member skips entering an email, the name will still be captured and saved to the order.
Common Error Notifications & Troubleshooting
Here are common error notifications and troubleshooting steps we recommend if you encounter these.
You see a network error on the VersioPay device
You see a network error on the VersioPay device
A network error typically indicates a network or firewall issue.
If you see this error, check that your internet connection is stable
Attempt the transaction
If the error is persistent even after you attempt to process the transaction, reach out to your IT team
Note: You can often still process transactions in the Box Office app, even if you see a network error message on your device.
You see a network or server error on the iPad
You see a network or server error on the iPad
This error usually means the iPad has lost connection.
Verify the iPad is connected to WiFi
Try reconnecting to your network
You see a "Device Not Found" error
You see a "Device Not Found" error
This error occurs when the Box Office app cannot locate your payment device
Re-enter the correct Device ID. Click here to learn how to enter this ID
Ensure the device is powered on and connected
Confirm that your iPad and your VersioPay reader are on the same network. Your iPad and VersioPay reader must be on the same network to successfully process
You see a "Waiting for Payment" message
You see a "Waiting for Payment" message
This means the app is waiting for a response from the VersioPay device. The timeout window is 60 seconds.
Wait for the customer to present their form of payment
If the device is unresponsive, wait for the 60 second timeout
Note: If the device is unresponsive, do not exit the Box Office app. This create more issues. Instead, wait for the Box Office app to time out after 60 seconds.
You see a "Transaction Timed Out" error
You see a "Transaction Timed Out" error
This occurs when no response is received within 60 seconds. Transactions time out after 60 seconds without a response.
Tap Pay with Card again to retry the transaction. Complete the payment promptly on the device
Pro Tip: If you receive a “Transaction Timed Out” error, the attendee’s order details will remain in the Box Office app, allowing you to quickly retry the transaction. The payment was not processed when this message appears, so we recommend retrying the transaction.
You see a "Transaction Canceled" message
You see a "Transaction Canceled" message
This message means that the transaction was canceled from the payment device.
Note: Expect a 5-10 second delay between the device cancelation and the Box Office app notification.
Retry the payment by selecting Pay with Card, or tap the back arrow to return to the cart
You see a "Point-of-sale-validate-no-pending-step" Error
You see a "Point-of-sale-validate-no-pending-step" Error
This occurs when the network drops during the transaction.
Confirm in the Control Panel whether the transaction completed
After confirming whether the transaction completed, return to the main screen of the Box Office and clear the session
Proceed with the next transaction
You see a "failed to Get Port [Print]" Error
You see a "failed to Get Port [Print]" Error
This error means that the receipt printer was not found or is not conneted.
Check your Bluetooth pairing
Verify that the correct printer is assigned to the station by checking that the last four digits shown in the Box Office app match the serial number on the bottom of the printer
Re-run a test print from the Settings
FAQs
How do I switch the cashier name in the Box Office app?
How do I switch the cashier name in the Box Office app?
To switch the cashier name in the Box Office app, you must end the session and start a new session with the new cashier's name. Click here to learn how to end the session.
I don't know my VersioPay device ID. What should I do?
I don't know my VersioPay device ID. What should I do?
If you don't know your VersioPay device ID, please contact our support team at team@ticketspice.com. When you do, be sure to provide your device's serial number. This can be found on the back of your VersioPay device.