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Managing club settings

You have now connected to Stripe, added your team mates and now its time to complete and manage your club settings by following the articles below:

Table of contents

How to edit your club details

How to add an additional team to your account

How to manage your venues

How to set up your complimentary order reasons

How do you connect your account to external softwares

How to manage your ticket limits

How to set up your fixture or event sponsors for the season

How to set up your scanner

How to set up sales notifications

How to customise the header on the home screen of your fan experience

How to add Club Links on the fan app

What you need Fanbase admin help for

How to edit your club details

To find your club details, select the settings icon on the top right hand corner of the dashboard.

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Once you are there you can edit everything other than your club name (If you would like to edit your club name please contact one of the team.)

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Here you can edit;

  • Year formed

  • Twitter handle

  • Club crest

  • Club header

  • Club colours

Top tip💡: Editing the club header image, club crest and club colours will completely change the look and feel of your account for your fans. Play around with combinations and make it look awesome!

How to add an additional team to your account

If your organisation has more than one sports team, you can add them to your account. This also works well if you're hosting a different team at your venue.
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You can add a team by;
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1. Click settings in the top right-hand corner of the dashboard.

2. Select 'Additional Teams'

3. Click 'Add new team' in the top right of the screen

4. Fill in the details of the team, you will need the name and logo then to click active.

5. Click save.

How to manage your venues

Once you have created your sports organisation venues in your settings, you can select them at your set-up fixtures and events. These venues will drive things like:

  • Showing fans the directions to get to the venue

  • Showing fans what facilities are available

  • Enabling fans to check in using geolocation if you turn it on for a fixture or an event

To set up your venues:

  1. Click the club settings icon on the top right

  2. Click 'Venue'

  3. Click 'Create venue'

  4. Give the venue a name

  5. Search the address of the venue and select the correct one

  6. Complete the form

  7. Click save

  8. You can also select which venue should be your default when setting up fixtures and events

How to set up your complimentary order reasons

Assigning a reason for a complimentary order helps with the organisation of a fixture or event. When you view the a fixture or event page, you will see your complimentary orders grouped by reason, helping you keep track of what you have distributed and why.

To update your complimentary orders reasons, do the following:

  • Click the settings icon on the top right

  • Click the 'Comp tickets' item

  • You will see a list of pre-set values, deselect the ones you don't want to use

  • To add a new one to the list, select 'Add reason' on the top right

  • Write the comp reason you want to add

  • Click 'Save'

  • This will now be available to use in the ticket office

How do you connect your account to external softwares

We have 4 integrations:

1. Payments

A. Stripe

The Shopify integration allows you to sync purchase data from your club's Shopify store with your Fanbase fan profiles. This gives you insights into fan spending patterns and helps identify engagement opportunities.​

What is needed?

  • Your club must have the Shopify feature enabled

  • You must own and manage your Shopify store directly

  • Your store must use a myshopify.com URL

Setting Up the Integration

  1. Navigate to Settings > Integrations in your Fanbase admin dashboard

  2. Locate the Shopify Integration tile

  3. Enter your store's full Shopify URL (must end in .myshopify.com)

  4. Click Connect

  5. You'll be redirected to your Shopify admin to install the Fanbase app

  6. Approve the app installation to complete the connection


​What You'll See After Connection

Enhanced Fan Profiles

  • Shopify spend totals are displayed alongside Fanbase spend

  • Individual transaction history from your Shopify store

  • Real-time updates when fans make new purchases

Guest Customer Insights

Fans who have purchased from your Shopify store but haven't bought Fanbase tickets will appear as "guest" accounts, showing:

  • Total Shopify spending

  • Purchase history

  • Opportunity to convert them to active Fanbase users

Audience Targeting

Access to a Shopify Conversion audience containing fans who have:

  • Made 3+ ticket purchases OR hold a season ticket

  • Never shopped on your Shopify store

Use this audience to promote your merchandise to engaged fans.
​Important Limitations

Third-Party Stores: If your club uses a shared Shopify account managed by a third party (with multiple clubs/organisations), you cannot use this integration due to data privacy concerns.


​Data Privacy

  • Guest customer email addresses are hidden from Shopify to protect fan privacy

  • If you disconnect the integration, Shopify data remains in your Fanbase account, but is no longer visible

  • All data syncing stops immediately upon disconnection

Troubleshooting

Connection Issues: Ensure you're using the correct myshopify.com URL from your Shopify admin panel, not your custom domain.

Missing Data: The integration only shows purchase data from after the connection was established. Historical data before setup is not imported.

B. Teya

Connecting Teya enables integrated card payments in Ticket Office (via the Club Portal) and Pay-at-Gate (turnstile payments).

Prerequisites:

  • The user has a working PAX A920 Teya terminal (or terminal that supports Teya POSLink)

  • The user has access to their Teya merchant account

  • The user has club admin permissions on their Fanbase account

  • Fanbase have enabled the Teya feature for your account

Step 1: Connect Teya

  • In the Fanbase admin portal, navigate to Club Settings using the cog icon on the top right of the page

  • Choose the 'Integrations' tab and find the payments area

  • Locate the Teya tile and choose 'Connect'

  • You will be redirected to Teya to authenticate

    • If you are already logged into Teya, this may be automatic

  • Once complete, you will be returned to Fanbase and your account will be connected

Step 2: Store selection

Fanbase currently supports one Teya store per club. Stores and terminals are synchronized once an account is connected.

Step 3: Enable POS Integration on the Teya device

  • Click the 'POS integrations' app on the Teya menu

    • Select the menu on the top left-hand side

    • If a PIN appears, insert 0000, 1234 or 1111

  • Select 'External ePOS integrations'

  • Select the 'Cloud communication' box

This means that the device is now connected to Fanbase. To use the device for any payments that aren’t connected to Fanbase, toggle this off.

Step 4: Initiating a payment

Ticket Office

  • Click 'New Order' and build your order

  • Select the correct terminal from the dropdown on the right-hand side underneath the Order Details

  • Choose the 'Card' option on the payment step

Pay at Gate

  • Select the card terminal from the drop down. Your chosen terminal is remembered for the duration of your session. Expanding the menu at the bottom allows you to change this

  • Select the 'Card' button once will automatically send the payment to the connected Teya terminal

Tickets will be automatically issued on successful payment

Failed or cancelled payments on the Teya terminal will produce a notification and tickets will not be generated

An alternative payment method can be selected, or the payment can be retried on the same terminal

Refunding a payment

  • Navigate to the Orders area of your Fanbase account

  • Locate the order to be refunded and open the order summary by choosing View Order

  • Choose “Refund order” from the Manage order dropdown

  • Check the details on the refund summary and then click “Refund” to reverse the payment

  • Any associated tickets will be cancelled and the fan will receive an automated refund summary

  • The order will now appear as refunded

Outcome: You are able to successfully send transactions from your Fanbase account to your Teya terminal from in both Ticket Office and Pay at Gate mode. Refunds can be fully managed from Fanbase.

2. Content and socials

  • RSS feed

  • X account

  • Youtube

3. E-commerce

A. Shopify

Overview

The Shopify integration allows you to sync purchase data from your club's Shopify store with your Fanbase fan profiles. This gives you insights into fan spending patterns and helps identify engagement opportunities.

​

What is needed?

  1. Your club must have the Shopify feature enabled

  2. You must own and manage your Shopify store directly

  3. Your store must use a myshopify.com URL

Setting Up the Integration

  1. Navigate to Settings > Integrations in your Fanbase admin dashboard

  2. Locate the Shopify Integration tile

  3. Enter your store's full Shopify URL (must end in .myshopify.com)

  4. Click Connect

  5. You'll be redirected to your Shopify admin to install the Fanbase app

  6. Approve the app installation to complete the connection

What You'll See After Connection

  • Enhanced Fan Profiles

  1. Shopify spend totals are displayed alongside Fanbase spend

  2. Individual transaction history from your Shopify store

  3. Real-time updates when fans make new purchases

  • Guest Customer Insights

Fans who have purchased from your Shopify store but haven't bought Fanbase tickets will appear as "guest" accounts, showing:

  1. Total Shopify spending

  2. Purchase history

  3. Opportunity to convert them to active Fanbase users

  • Audience Targeting - Access to a Shopify Conversion audience containing fans who have:

  1. Made 3+ ticket purchases OR hold a season ticket

  2. Never shopped on your Shopify store

Use this audience to promote your merchandise to engaged fans.

  • Important Limitations

Third-Party Stores: If your club uses a shared Shopify account managed by a third party (with multiple clubs/organisations), you cannot use this integration due to data privacy concerns.

  • Data Privacy

  1. Guest customer email addresses are hidden from Shopify to protect fan privacy

  2. If you disconnect the integration, Shopify data remains in your Fanbase account, but is no longer visible

  3. All data syncing stops immediately upon disconnection

  • Troubleshooting

  1. Connection Issues: Ensure you're using the correct myshopify.com URL from your Shopify admin panel, not your custom domain.

  2. Missing Data: The integration only shows purchase data from after the connection was established. Historical data before setup is not imported.

4. Analytics

A.Meta

Clubs have the option of adding analytics tracking to their Fanbase pages via the integrations section of the Admin portal.

If you would like to add a pixel from your Meta business account to your club Fanbase pages, follow the steps below:

Step 1. Copy the pixel from your Meta business account
​Step 2. Login to your Fanbase account
​​Step 3. Click the settings cog on the top right of the page

Step 4. Click integrations

Step 5. Scroll down to the Meta tile

Step 6. Paste the Pixel into the box

Step 7. Click connect
​Step 8. You are now connected!

If your pixel is set up with any ads across Meta products, if they click through onto your Fanbase pages, this will fire the pixel and the data will be passed back into your Meta account.

💡 The data that will be passed back will include:

  • Page views

  • Checkout sessions initiated

  • Purchase complete

    • Products purchased

    • Revenue from the purchase

B. Google Analytics

If you would like to add a Google Analytics tag to your Fanbase pages, you will follow a very similar process:

🚨 For information, there can be a 24-hour lag before data starts to flow into your GA account.

Step 1. Copy the tag from your Google Analytics account. This will start with a 'G-'.
​Step 2. Login to your Fanbase account

Step 3. Click the settings cog on the top right of the page

Step 4. Click integrations

Step 5. Scroll down to the Google Analytics tile

Step 6. Paste the tag into the box

Step 7. Click connect

💡 The data that will be passed back will include all the standard GA data, alongside:

  • Conversions (which trigger when there has been a successful purchase)

    • Products purchased during the conversion

    • Revenue from the conversion

How to manage your ticket limits

Set ticket purchase limits for general sales and priority sales.

Some sports organisations like to have a maximum number of tickets which can be purchased online by a fan. To put limits in place, do the following:

  1. Click the settings icon on the top right

  2. Click 'Ticket limits'

  3. Select the maximum number of tickets a single account can buy for a fixture or event during a general sale period

  4. Select the maximum number of tickets a single account can buy for a fixture or event during a priority sale period

  5. Click 'Save limits'

How to set up your fixture or event sponsors for the season

Give your sponsors visibility throughout your account

For every fixture or event, you can set a sponsor who will be visible throughout the ticket purchase experience.

To set them up for the season, do the following:

  1. Go to your club settings via the icon on the top right

  2. Click 'Sponsors'

  3. Click 'Add new sponsor'

  4. Complete the form

  5. Click publish and click 'Save'

  6. Once this is done, you can choose from your list of sponsors when you're setting up a fixture or event

How to set up your scanner

Before scanning can begin, a club admin must invite a scanner:

  1. Go to ‘Club Settings’ (found in the top right of the dashboard).

  2. Click the ‘Scanner’ section.

  3. Select ‘Invite Scanner’.

  4. The scanner will receive an email invitation to join.

  5. The individual must accept the invitation.

  6. Once accepted, the scanning feature will be added to their Fanbase App.

How to set up sales notifications

Adding a contact email for support, hospitality sales, membership sales and cancellations and rewards claimed.

  • You can now add contact details that will mean the email provided is bcc'd into automated comms sent to fans.
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    The fields that you can enter an email for now are:

  • Reply address for ticket support- this means that responses fans send to confirmation emails are sent to your email (we are still copied in) this means you can help support your fans more effectively.

  • Hospitality sales- the email entered here will be bcc'd into all confirmation emails that are sent from sales related to hospitality, meaning you are less likely to miss a booking and can engage with hospitality guests.

  • Membership sales and cancellations- again you are bcc'd into confirmation emails of both sales and cancellations, meaning you can track sales and re-engage those leaving.

  • Rewards claimed- this means you can send a message of congratulations or any other information you wish to relay to those claiming rewards.
    ​

  • You can set this up by:

    1. Click settings on the top right corner of the dashboard.

    2. Select 'Notifications'.

    3. Enter the relevant email addresses.

    4. ​Click 'Save' at the bottom.
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How to customise the header on the home screen of your fan experience

Changing the fan app header allows you to promote what you want to sell most at that time, whether it be a fixture, event, season tickets or membership!
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Here is how;
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1. Click on the settings icon in the top right of the dashboard.

2. Click on 'Fan App Header'
3. Select what you'd like displayed and click 'save'!

How to add Club Links on the fan app

We have made a further improvement to the fan app by adding a more section, which contains external links!
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This means you can;

  • Promote your club shop, website and more.

  • Your fans are able to access other club resources through the Fanbase app.

To set up external links simply;


1. Click on the settings cog in the top right of the dashboard.

2. Click Links.

3. Select edit, then set a category and add your link.

What you need Fanbase admin help for

If you need support with Fanbase admin setup or changes, here are the main areas we can help you with:

  • Change club name

  • Create a season

  • Add or manage features

  • Manage club admins

  • Invite scanners

  • Create a seating chart for allocated seating

Related Articles
How do fans get their tickets?
How to manage Points
How to set up away ticketing
How to connect Teya card terminals
How to set up your Shopify Integration
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