Macros

VIP PACKAGES DETAILS

There's usually a lot going on behind the scenes with MEET & GREET packages, so the exact details aren't usually finalized until a lot nearer the time. As soon as the event organizers have everything confirmed, the details will be passed onto you.

If you still haven't heard anything by the week before the show, feel free to get in touch and we'll look into it further for you.

If there's anything else we can help with in the meantime, please don't hesitate to get in touch.

RUNNING TIME AND LINE UP DETAILS

Running times and line-ups can be quite tricky, as they're often subject to change right up until the last minute, so it's difficult to commit to a specific finish time – especially if you're using this to book your travel home. A lot of the time, the running time isn't confirmed to us until very close to the event, sometimes even on the day itself after the sound check. If you need to plan your travel home, my best advice would be to check with the venue to see if they have any curfews in place, as a rough guideline. I'm sorry we can’t be more specific at the moment, but if there's anything else we can help with please don't hesitate to get in touch.

RESALE NOT AVAILABLE

Thanks for getting in touch.

I am sorry that Resale is not available for your tickets. We try and make as many tickets available for Resale as possible. However, there may a small number of circumstances where you will see "resale not available" These include; Events where the promoter or artist has requested that we do not offer Resale for their event Bookings made over the telephone Any ticket purchased on a payment plan or deposit scheme, even if the account is paid off Any "add-ons" such as car park and early entry passes Events that are less than 5 working days away Tickets purchased in part or in full by a gift card Tickets that have been purchased as Resale Tickets Tickets bought through a partner website, such as Frontgate, Ticketmaster Theatre or TicketWeb.

If you do see "resale not available" unfortunately you will not be able to resell your tickets with us. Can I sell my tickets if I am outside the UK? Please check here to see if your country is supported by our payment provider. If you have mobile tickets and you see the "Transfer" button, you will be able to transfer your tickets to someone else. Alternatively, you may sell your tickets privately, although we can't advise further on this I'm afraid. Please note that tickets may not become available until around a week before the event. This includes postal tickets and digital downloads. I'm sorry that we can't help you further with this, but if you have any other questions please don't hesitate to get in touch.

CANCELLATION INVOICE

I'm afraid that we can't provide you with a cancellation invoice instead we can provide you a scan check that you can use as a proof that you didn't use your tickets when filing a insurance claim. However, we can only provide a scan check after the event. Kindly get in touch with us after the event has already taken place.

MOBILE RESOLUTION

If you still having trouble accessing your tickets, you may go ahead to the venue’s mobile resolution window which is usually opened one hour prior to the event and is normally located near the venue’s main entrance. Please remember to bring these three things in order to pick up the tickets: • Your photo ID • Your Ticketmaster order #2900-0493-8234-8619-5 • The credit card you used to buy the tickets (If applicable)

DIFFERENT EMAIL

Great news! I was able to locate your order [order #]. I see you purchased the tickets using this email address [email address]. If you log into your Ticketmaster account associated with this email, you’ll be able to access your tickets. Let me know if you no longer have access to that email address and I can help you further.

DPA VERIFICATION As we're regulated by the Data Protection Act, we can only discuss a booking in detail with the person named on the card used to pay for the tickets.

Please provide me with the following information.

Confirmation that you are the cardholder for the booking. The original email address in association with your booking The full billing address for this booking. The last 4 digits of the payment card on the order OR the telephone number associated with the account. Once we have these details confirmed, I would be happy to assist you with your query.

In the meantime, if you have any further questions, please do not hesitate to get back in touch.

MOBILE APP ISSUE

If you’re having issues viewing your tickets in the App, try signing into your online account using the mobile browser instead. You should be able to access your tickets without any issues. Add your ticket(s) to your digital wallet to ensure there aren't issues in case there's poor internet connectivity at the venue

BASIC TROUBLESHOOTING

I suggest that you do basic troubleshooting on your device. You can do anything as referred below:

1. Clear the cache on your phone and on the application. You can do this by going to the application's option and finding the "Clear Cache" button there.

2. Restart your phone/device. Sometimes the technical error/s runs through the device itself and we need to restart it to refresh how it runs.

3. Try it on different devices. If it comes to not really working on your own device, you should try accessing it on others such as another mobile phone, another pc or laptop, or another wi-fi (if applicable),

4. Connect to a different internet connection/data provider. Sometimes the error comes with connectivity issues and we really suggest trying it on different networks.

5. Trying on different browsers. Sometimes the access is blocked by the browser or is preventing it to be accessed due to security reasons or settings.

MOBILE RESOLUTION

If Ticketmaster App does not compatible with your phone, We advised you to go to Mobile Resolution Window at the time of the event and make sure you have the following,

• order number
• the credit card used to purchase the tickets
• a valid photo ID.

HOW TO CANCEL TRANSFER

If your Ticket Transfer hasn’t been accepted by your recipient yet, you can cancel the transfer by simply following these steps:

1. Sign into your My Account (http://www.ticketmaster.com/member).
2. Find your order in My Events.
3. Tap Cancel Transfer.
4. Confirm you want to cancel the transfer by selecting Yes.
5. Your ticket will be returned to your account. Once you’ve canceled a transfer, you can re-transfer the ticket to someone else or keep it for yourself.

REFER TO BOX OFFICE

We'd love to help, but it looks like you purchased your tickets from the [venue name] box office, who can assist you further. The box office contact number is [phone number].

INTERNATIONAL RESALE

In order to list tickets on Ticketmaster Resale, you should have a bank account in your name that is registered in the UK.

If you're from outside of the UK please select your country from the drop down when entering bank details. If your country is supported by our Payment Provider you'll be given the option to enter your IBAN for payment instead. You will be paid in the currency you bought the tickets in. Please make sure your bank accepts this currency otherwise you may incur a charge.

Unfortunately, if your bank account is in a country not on the drop-down we will be unable to make payment in the event of a sale so cannot accept the listing and you will not be able to sell your tickets on Ticketmaster Resale.

You can find a list of supported countries here.

In line with our payment processing terms, the payment information and person details provided must relate to you, the seller, so you will not be able to use a bank account belonging to somebody else.

We are not able to offer any refunds unless an event is cancelled or postponed, but if you can no longer attend, as long as the event is not a "lead booker event" you may be able to sell or pass your tickets on privately.

I am sorry that I cannot help you any further with this query and for any disappointment caused.

ACCEPT ISSUE (EMAIL)

Thanks for reaching out about Ticket Transfer. I’m sorry you’re having issues accepting transfer tickets, so I’ve listed out the steps below that should resolve the issue.

How to accept tickets with your desktop or laptop computer:

Find the email with the details about the Ticket Transfer. Click Accept Tickets. To finish the transfer, sign into the My Account the tickets were sent to. Click the My Tickets section from the My Account dropdown to view your tickets in My Events.

How to accept tickets with your mobile device:

Tap the link in the text message or email you received. Sign in to your My Account. Tap My Events to view your tickets.

If you’re being sent tickets by someone else, we recommend that you know and trust the person. Tickets that were obtained fraudulently may be canceled at any time.

Troubleshooting errors

If the Accept Tickets button isn’t working or you receive an error message or a blank page, please try to clear your cache on browser then try to accept the transfer again. If this doesn’t resolve the issue, please ask the sender to cancel the transfer and try again.

INTERNATIONAL BANK

Many customers like to book tickets for shows when they visit the UK and we process hundreds of orders for customers from outside the UK every week.

When booking tickets from an overseas address, when you get to the Select Delivery Method page, please double-check that you’re choosing the tab for Other Countries.

Your details won’t be accepted if you’re trying to enter an overseas address on the Great Britain dispatch page.

If there's anything else we can help with, please don't hesitate to get in touch.