Overview
The platform uses sessions and cookies to maintain user state throughout a visit — keeping track of login status, basket contents, language preferences, and currency selections. Understanding how sessions work is especially important during checkout, where a countdown timer governs how long items are held in the basket.Basket Timers
When a customer adds items to their basket, a countdown timer begins. This timer ensures that reserved items are released back to availability if the customer doesn’t complete their purchase within the allowed time.How the Timer Works
- The countdown starts when items are added to the basket and is visible during checkout.
- The timer resets each time the basket is modified (items added or removed).
- When the timer expires, the basket is cleared and items are released for other customers to purchase.
Configuring the Basket Timeout
The basket timeout duration is configurable per company:- Navigate to your company settings.
- Find Basket timeout (in minutes).
- Set the desired timeout duration.
If a customer has a payment link and modifies their basket, it resets the expiry date back to the default basket timeout. The platform warns: If the customer modifies their basket, it will reset the expiry date back down to the default basket timeout. This could cause some items to be released sooner than anticipated.
When Time Runs Low
When the countdown reaches 30 seconds remaining, a warning modal appears with the message: Your time is almost up! The modal reassures the customer: Looks like your reservation is about to expire — but don’t worry! Your tickets remain safe in the basket while the countdown is active. Customers have two options:- I need more time — Extends the basket timer by the configured timeout duration
- Continue checkout — Dismisses the modal and returns to checkout
Basket time can be extended a maximum of 3 times. After the third extension, the I need more time option is no longer available and the basket will expire when the timer reaches zero.
Basket Expiry
When the timer reaches zero, the basket expires and the customer sees: Unfortunately your basket has expired, but your items are saved. Behind the scenes, the platform runs an automatic process every minute to expire baskets that have passed their timeout. When a basket expires:- Reserved items are released back to available stock
- Any pending payment transactions are cancelled
- If the basket was part of an order modification, the original order is restored
Recovering an Expired Basket
If a customer’s basket expires, they can attempt to recover it. Recovery creates a new basket with the same items as the expired one, subject to availability — if any items have been purchased by another customer in the interim, those items will not be included in the recovered basket.Basket recovery is only available for the most recently expired basket. If the customer starts a new basket and that one also expires, only the latest expired basket can be recovered.
Session Expiry
Each user session lasts for 120 minutes of inactivity. After this period, the session expires and the user must log in again. If a session expires while the user is on a page, submitting a form may display a page expired message — refreshing the page and logging in again resolves this.The session timeout (120 minutes) is separate from the basket timeout. A session can expire after the user has completed checkout, without affecting their completed order. Conversely, a basket can expire while the session is still active.
Logging In
When a customer logs in, their session is refreshed with a new identifier for security. Any items in the basket and any waiting room position are automatically carried over to the new session — customers do not lose their place or their basket contents when logging in during checkout.Cookies
The platform uses cookies to maintain user state. A cookie consent banner appears on first visit, allowing users to manage their preferences.Cookie Types
| Type | Description | Can Be Disabled |
|---|---|---|
| Necessary cookies | Enable core functionality such as security, network management, and accessibility. Required for the platform to function. | No (but can be blocked via browser settings, which may affect functionality) |
| Analytics cookies | Collect anonymised usage data to help improve the platform. Do not directly identify individual users. | Yes |
Cookie Consent Banner
The cookie consent banner presents two options:- Use necessary cookies — Accepts only the essential cookies required for the platform to function
- Allow all cookies — Accepts both necessary and analytics cookies
The cookie consent banner can be enabled or disabled per company via the Cookie banner setting. When disabled, no cookie consent banner is shown to visitors.