Frequently asked
questions

This usually means the payment went through after the page had closed or lost connection while you were entering your PIN. We now pick these payments up automatically within a few minutes and email the ticket to the address you registered with.

Check your spam folder first. If it is still missing, use Find my ticket: if a ticket exists for your email, it is resent immediately; if not, our team is notified automatically and will follow up.

If your iPhone has two SIMs (or a SIM and an eSIM), the mobile money PIN prompt only works reliably on the phone's default line. Paying from the other line shows the prompt and accepts your PIN, but the network never completes the payment, so no money leaves your account and no ticket is issued.

Either pay with the number on your default line, or temporarily make the paying line the default: Settings → Cellular → Default Voice Line, then try again. Android phones are not affected. You can also pay by card instead.

The ticket is 200,000 UGX. Mobile money payments carry a 3% processing fee from the payment provider, which is why the prompt on your phone shows 206,000. Cards carry 1.8% for Ugandan cards and 3% for international ones. The exact total is shown on the payment page before you pay.

The card gateway did not accept that card type. Try a Mastercard, or pay by mobile money. No money is taken on a declined attempt.

Use Upgrade ticket. Enter the email you booked with and a ticket code from your receipt, pay the 100,000 UGX difference per seat, and your whole booking becomes in-person. Your QR codes stay the same.

Yes, in one of two ways.

If you know who you are paying for, register them as you would yourself: on the registration form enter their name and email, add the names of any other people you are paying for as extra seats, then on the payment step pay with your own mobile money number or card. Their ticket and QR code are emailed to the address you entered, and the payment receipt goes there too.

If you would rather give without naming anyone, use Sponsor a person. You pay for one or more people, leaving only your name and email for your receipt. Our team chooses who receives each ticket, and they are emailed their own QR code. Recipients are not told who sponsored them.

If the email was right, Find my ticket resends your ticket to it straight away. If you made a typo in your email, call or email the office with the payment reference from your mobile money or card message, and we will correct it and resend.

Tickets are non-refundable but transferable: another person may attend in your place with your ticket. Full refunds are made only if the event is cancelled or postponed. See the refund policy.

Show the QR code from your receipt email at the door, on your phone or printed. Each seat has its own QR code and name, so if you booked for several people, each one shows their own. Each code admits one person once.

On 13 November, go to thejosephgene.org/watch and enter the email you registered with. We send a one-time sign-in link to that address; there is no password. Online tickets only.