Help
Frequently asked questions
Everything about tickets, cancellations, the app and LaylaPoints. Can't find an answer? Write to us.
Tickets
How do I get my tickets?
Right after payment we text you one link with every ticket in the order. Paid orders also get a receipt by email.
Your tickets are also on the "My tickets" page once you sign in with the phone number you used for the order. At the door, show the QR code on your phone.
For events where the organizer approves each order, the ticket is sent after approval.
I bought several tickets. How do my friends get theirs?
The order link shows every ticket — swipe between them. Each ticket has "Send to a friend": share it on WhatsApp, or enter your friend’s phone number.
When you send by phone number, your friend gets their own ticket by SMS and your code for that seat stops working at the door. Some events need the organizer’s approval for a transfer.
What does the price include?
The price you see is the final price: the ticket plus Layla’s service fee, VAT included. The breakdown is shown before you pay.
Is there an age limit? Do I need ID?
Each event’s age limit is on its event page. Organizers may ask for ID at the door, so bring one.
Cancellations and refunds
Can I cancel an order and get a refund?
Under the Consumer Protection Law: Cancel within 14 days of purchase and at least 7 non-rest days before the event, minus a cancellation fee (the lower of 5% or ₪100). The service fee is refunded together with the ticket price.
Seniors, people with disabilities and new immigrants have a longer cancellation period, as set out in the Terms. The "Cancel a transaction" page only lists orders within the 14 days, so after the 14 days write to support@layla.events with your order number and proof of eligibility, and we will handle the cancellation.
How do I cancel?
The "Cancel a transaction" page lists the orders you can cancel within 14 days of ordering, and you cancel from there. You can also write to us with your order number.
The event was cancelled. What happens now?
When an organizer cancels an event you get a full refund to the original payment method, with no cancellation fee. We send you an email and an SMS with the refund details.
When will the refund show on my card?
The refund goes back to the card you paid with. When it appears on your statement depends on your card issuer — usually one to three billing cycles.
The app
Is there an app?
The app is on its way to the App Store and Google Play. Until then everything works right here: buy tickets, get them by SMS and walk in with the QR code.
Do I need the app to get in?
No. Your QR code arrives by SMS and opens in the browser — show it at the door.
LaylaPoints
Available when the app launches. Points are earned on app orders only, and the app is not in the stores yet.
What are LaylaPoints?
LaylaPoints are a reward on orders placed in the app — on events whose organizer chose to give buyers points, or with an organizer’s points code. Each point is worth ₪1 on your next purchase in the app.
Why didn’t I get points on a web order?
LaylaPoints are given on app orders only. Orders on the website don’t earn points.
When can I use my points?
Points unlock 24 hours after you enter the event, or 24 hours after it ends, and appear in the points wallet in the app. Points expire, and every new purchase extends them.
If an order is cancelled before its points unlock, those points are cancelled too.
Contact
How do I reach you?
Write to support@layla.events. To help us answer quickly, include your order number and the phone number you ordered with.
Organizing events? Here’s how to start selling on Layla
Fees, Boost and the organizer tools are all on the organizers page.
Didn't find what you were looking for?
Write to support@layla.events with your order number and the phone number you ordered with, and we'll get back to you.