Customer service

A few minutes of checking before you order prevents most problems later. These are the points customers ask about most often.

• Finding an event

  Search by team, artist, event or city, and use the category and date filters on the events page. Check the event name, city, venue and date before choosing tickets.

• Understanding ticket categories

  Each category describes an area of the venue and any conditions, such as a restricted view. Read the description carefully: the Ticket and Event Terms explain how categories work.

• Price and availability

  Prices and availability can change quickly and are checked again at checkout. The total, including any fees, is shown before you confirm. See face value and resale price.

• Delivery methods

  Tickets may be electronic, mobile, transferred through an official app, or physical. The method depends on the event and the supplier, and is confirmed for your order. The Ticket Guide explains each one.

Still have a question? Our FAQ answers the most common ones, and the Ticket Guide has a checklist for first-time customers.

Most questions about an order can be answered from your account. Work through these steps before contacting us.

1. Step 1

   Sign in to your account

   Sign in with the same email address or Google account you used when you placed the order.

2. Step 2

   Locate your order

   Open My orders. Each order shows its payment status and its fulfilment status separately.

3. Step 3

   Prepare your order reference

   Note the order reference shown on the order page. It is the fastest way for us to find your order.

4. Step 4

   Check your email and spam folder

   Look for messages about your order in your inbox and in your spam or junk folder.

5. Step 5

   Confirm the delivery email

   Make sure the email address on your order is correct and that you can access it. Tickets and transfer invitations are sent there.

6. Step 6

   Follow order-specific instructions

   Some orders come with their own instructions, for example for an app or a collection point. Those instructions apply to your tickets.

Many tickets are released by the organizer or supplier only shortly before the event, so it is normal not to have them weeks in advance. Read more about delivery close to the event.

• Check the delivery window stated for your order. If it has not started yet, your tickets are not late.
• Check your email inbox and spam or junk folder for tickets or a transfer invitation.
• Check your order in My orders for updates.
• If your tickets are issued through an official club, venue or ticketing app, sign in to that app and check for transferred tickets.
• If the delivery window has started and you still have nothing, contact us through the Contact page with your order reference.

Mobile tickets are often delivered through the official app of the club, the venue or a ticketing company. Here is how to get them working.

• Use the official app

  Install the official club, venue or ticketing app named in your order instructions, from your device's official app store. See club and venue apps.

• Accept the transfer invitation

  Many mobile tickets arrive as a transfer invitation by email. Open it and follow the official link to accept the tickets.

• Use the correct email account

  Create or sign in to the app account with the same email address the transfer was sent to. A different address usually means the tickets will not appear.

• Apple Wallet or Google Wallet

  Where the ticket supports it, add it to Apple Wallet or Google Wallet so it is easy to find at the entrance. See mobile wallet tickets.

• Rotating barcodes

  Some tickets show a barcode that changes every few seconds. It only works when displayed live in the official app.

• Why screenshots may not work

  A screenshot freezes a rotating barcode, so it will usually be refused at the gate. Always open the ticket in the app itself.

• Arrive early. Security checks and queues at large venues can take a long time.
• Keep your phone fully charged, and bring a power bank if you can.
• Have your identification available, in case the venue or organizer asks for it.
• Use the entrance, gate or turnstile shown on your ticket.
• If entry fails, stay near the venue rather than leaving the area, so the problem can still be resolved.
• Where it is permitted, keep evidence of the error, such as a photo of the message on the scanner or in the app.
• Contact us immediately through the support channel given for your order, or through the Contact page, with your order reference.

The Ticket Guide explains what to do if a ticket does not work at the entrance, and the Ticket and Event Terms set out the rules that apply.

Event dates and times are set by the organizer and can change. What happens to your order depends on whether the event is postponed or cancelled.

Postponed

The event moves to a new date or time. Tickets usually remain valid for the new date. See event postponement.

Cancelled

The event will not take place and no new date is set. Your order is then reviewed under the organizer's and supplier's terms. See event cancellation.

Whether a refund is available, and how much, depends on the event organizer's and ticket supplier's terms, your order status and mandatory law. The Cancellation and Refund Policy explains how requests are handled.

A complete request helps us find your order and understand the problem without going back and forth. When you contact us through the Contact page, please include:

• Your order reference
• Your name, as given on the order
• The event name
• The event date
• The email address your tickets are delivered to
• A short description of the problem
• A screenshot of any error message, where relevant
• For an urgent issue at the venue: where you are now and your current local time

• Never share your account passwords with anyone.
• Never publish your ticket barcodes, online or offline.
• Be careful with unexpected messages that ask you to sign in, pay or confirm details. They may be phishing.
• Accept ticket transfers only through official links from the club, venue or ticketing company named in your order.

More safety advice is in the Ticket Guide.

• Ticket GuideHow to receive and use your tickets, step by step.
• Frequently asked questionsShort answers to the questions customers ask most.
• Ticket and Event TermsThe rules for tickets, delivery and entry.
• Cancellation and Refund PolicyWhat happens when plans or events change.
• ContactGet in touch about an order or another question.
• My ordersSee your orders and their current status.