Help and support
Quick answers below. If you need a person, we usually reply within 2 business days.
Contact us
- Emailinfo@mbeg.org
- Phone+20 10 39048775
- Office2B Police Towers, Maadi, Cairo, Egypt
Planning an event? Use the contact form. To report a problem with an event, include its name and date in your email.
Tickets and events
Where do I find my ticket?
Sign in and open Tickets in the app or on the website. Each ticket shows its QR code. We also email your ticket when you register, to the address on your account.
How do I add my ticket to Apple Wallet or Google Wallet?
Open the ticket and tap Add to Apple Wallet or Add to Google Wallet. The pass keeps your QR code on your phone even without opening Move Tick.
I paid but I cannot see my ticket.
Give it a minute and refresh Tickets, and check your email, including the spam folder. If your bank confirmed the payment but no ticket appears, we will issue it or refund you in full without you having to do anything.
Still nothing after a few minutes? Email info@mbeg.org with the event name and the email you used.
My QR code will not scan at the entrance.
Turn your screen brightness up, open the ticket from Tickets (not a screenshot of an old one) and let the staff scan from about 20 cm. A ticket works for one entry, so if it was already scanned, speak to the organizer's team at the door.
Can I transfer my ticket to a friend?
Move Tick does not have ticket transfer. Each ticket is issued to one person. If a friend is coming too, buy their ticket under their own name.
My invitation says it has expired.
An invitation can only be accepted until its event has ended. If the event is still upcoming and you cannot accept, ask the organizer who invited you to send a new invitation.
I forgot my password.
Use Forgot password on the sign-in screen. We will email you a link to choose a new one.
Refunds
The full policy is in the Terms of Service. In short:
How do I ask for a refund?
- Sign in and open the ticket you paid for.
- Choose Request a refund and answer the short questions.
- We review it and email you the decision. You can ask until 24 hours after the event ends.
How much will I get back and when?
An approved refund covers the whole order and goes back to the payment method you used. Banks usually take several working days to show it.
The event was cancelled.
Request a refund from your ticket as above, or email info@mbeg.org with your order details. If you cannot see the refund option, write to us and we will help.
For organizers
How do I host an event on Move Tick?
Tell us about your event on the contact page and the team will guide you through setting up your organization. Approved organizers create and publish events from the organizer dashboard.
How do I give my team access?
In your event, open Team and invite people by email. Choose a role for each person, for example gate scanner, space controller or redeemer, so they only see what they need.
When do I get paid?
Payouts are settled according to your organizer agreement. Your settlement statements are in the organizer dashboard under Settlements. Questions about a payout: email info@mbeg.org.
How do I cancel or change an event?
Open the event, then Settings. Attendees are notified of changes. If you cancel an event that sold paid tickets, contact us so refunds are handled correctly.
For event staff and scanners
How do I get into scanning mode?
Install the Move Tick app and sign in with the email the organizer invited. When you are assigned to an event, Operator mode appears with the tools for your role.
What do the scan results mean?
A valid ticket is admitted and marked used. A ticket that was already used, or that is refunded or cancelled, is refused and the app shows the reason.
I cannot see the event I am working at.
Ask the organizer to check that you are added to the event team with the same email address you signed in with. You may need to sign out and back in.
Account and privacy
How do I delete my account?
In the app: Profile, then Delete account. On the website: Delete account in your account settings. If you cannot sign in, use the deletion request page.
Deleting removes your personal details. Payment and order records we must keep by law are kept without your identifying details where possible. See the Privacy Policy.
How do I stop announcement emails or notifications?
Use the unsubscribe link at the bottom of any announcement email. For push notifications, turn them off in your phone's settings. You will still get messages about your tickets and orders.
I want to know what data you hold about me.
Email info@mbeg.org and we will send you a copy after verifying it is you. See the Privacy Policy for your rights.