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TOPICS

  1. Third-Party Gift Card Scams -Introduction:

Ticketmaster will never ask fans to purchase third-party gift cards to use as payment for tickets or to receive a refund.

Fans who were advised to purchase a third-party gift card should gather all documents and contacts then proceed to contact their local authorities to pursue fraud charges.

Macros:

NA TMCS CHAT::GENERAL::PAYMENT::Fan scammed to purchase 3rd party gift card NA TMCS::GENERAL::PAYMENT::Fan scammed into buying 3rd party gift card

  1. Patterson Class Action: TM Gift Cards -Approximately 38,000 residents of Quebec will each receive one electronic $15 CAD Ticketmaster gift card as class compensation. They will receive an email containing their gift card and PIN. Fans who have questions regarding the settlement please provide the below contact information: http://remboursementbilletquebec.ca/ (French) https://refundticketquebec.ca/ (English) For inquiries regarding Ticketmaster gift cards, please click here for more information.

  2. CashStar Gift Cards -As of 10/3/22 TM US digital gift cards are now sold by CashStar. 10/7/22 for TM CA digital gift cards.

As of 7/6/23 US TM Physical gift cards are now sold by CashStar.

This means the way some customer service issues with digital gift cards purchased on or after these dates are handled will change.

Order Number Format

10 characters long Alphanumeric (both letters and number) Order Changes/Updates

Refer to CashStar Not Received/Resend/Claim link not working

Refer to CashStar Refund Requests

Refer to CashStar CashStar Contact Info

Phone lines are available 8am-8pm ET, 7 days a week.

Chat (English only) and Email forms are also available via the Self Service Site. Fans can click on the Customer Support link at the bottom of the page for those options.

Brand Email Phone Number Self Service Site TM US ticketmastergiftcardsupport@cashstar.com

866.261.7020 ticketmasterus.cashstar.com TM CA ticketmastercagiftcardsupport@cashstar.com

833.209.2700 EN & FR

ticketmasterca.cashstar.com LN livenationgiftcardsupport@cashstar.com

833.473.2699 livenation.cashstar.com Gift Cards Purchased Before 10/3/22

Please submit a 'Gift Card - Unclaimed Property' form in TMI for any fan who needs assistance with a gift card that was purchased before 10/3/22.

  1. How to resend a digital gift (eGift) card -Gift Cards Purchased On or After 10/3/22:

For US digital (egift) gift cards placed on or after 10/3/22 and CAN digital (egift) cards placed on or after 10/7/22 please review CashStar Gift Cards for more information.

Gift Cards Purchased Before 10/3/22:

Please submit a 'Gift Card - Unclaimed Property' form in TMI for any fan who needs assistance with a gift card that was purchased before 10/3/22.

  1. How a fan buys a physical or digital gift (eGift) card online -Introduction

Use this page to help fans who want to buy a physical or digital gift card.

Table of Contents:

Links for Fans If the Fan is Using The Ticketmaster App Links for Fans: Fans can be referred to the gift card microsite

Ticketmaster US - ticketmaster.com/giftcards Ticketmaster CA - ticketmaster.ca/giftcards LiveNation - livenation.com/giftcards Note: The links can be located at the bottom of the Ticketmaster home page under the 'We’re Here to Help' section.

If the Fan is Using the Ticketmaster App: Fans can search for 'Ticketmaster Gift Card' and click on the Gift Card event link.

  1. How to Void or Refund an digital (eGift) Card -Only a manager/supervisor/SRT should cancel or refund an egift card. Please ask ​the customer for their egift card # along with the email address and provide to a supervisor/SRT for assistance.

For US digital (egift) gift cards placed on or after 10/4/22 and CAN digital (egift) cards placed on or after 10/7/22 please review:

New Digital (eGift) Card Partner

  1. How to process an order with a Ticketmaster or Live Nation Gift Card -Max of 5 GC can be used per order + 1 CC Both US and CAN GC can be used for events in the US or CAN. Just keep in mind the currency exchange. GC can't be used for any resale or Platinum tickets. Payment type for Ticketmaster Gift Cards is TMGC Payment type for Live Nation Gift Cards is LNGC TMWin doesn't require the PIN PCI will require the PIN - EXAMPLE Service Pro doesn't require the PIN GCs don't have an expiration date so you will use 12/39 instead PIN location - sometimes the PIN area has a gray layer that needs to be scratched off to reveal the pin

NEW ORDERS

Orders you create WILL NOT appear in My Account Orders you create CANNOT be setup for mobile entry

  1. After creating the order PAY;LA
  2. On PAY TO EVENT or on ENTER 'AL' ?? If the GC balance covers the full amount of the order input AL If the GC DOES NOT cover the full amount of the order input the Event Code then press [ENTER]
  3. On PAYMENT CATEGORY input T1 then press [ENTER]
  4. On PAYMENT AMOUNT input the GC amount then press [ENTER]
  5. Press [ENTER] again
  6. On BANK CARD ABBREVIATION input TMGC or LNGC then press [ENTER]
  7. On BANK CARD NO. input the GC # then press [ENTER]
  8. On EXPIRATION DATE input 12/39 then press [ENTER]
  9. Pay for the remaining balance with a CC or repeat these steps if a fan is using multiple GCs

EXISTING ORDERS​

  1. Confirm that the GC presented to use has a balance with SRT/Supervisor on designated slack channel. Only the SRT/Supervisors currently have access to Chockstone.

  2. SA;(ORDER NUMBER)

  3. PAY;LA

  4. On PAY TO EVENT input the Event Code then press [ENTER]

  5. On PAYMENT CATEGORY input T1 then press [ENTER]

  6. On PAYMENT AMOUNT input the GC amount then press [ENTER]

  7. Press [ENTER] again

  8. On BANK CARD ABBREVIATION input TMGC or LNGC then press [ENTER]

  9. On BANK CARD NO. input the GC # then press [ENTER]

  10. On EXPIRATION DATE input 12/39 then press [ENTER]

  11. Refund the difference to the CC on file.

  12. How to find/locate a digital (eGift) gift card

  13. How to update an email address or phone number on a digital (eGift) gift card order

  14. How a Fan Uses a Gift Card for an Online Order -Introduction:

This article will provide a guide on how to apply a gift card during checkout. It will also provide an overview of what can and cannot be purchased using a Ticketmaster gift card.

Table of Contents:

  1. How to Apply a Gift Card
  2. What to Know

How to Apply a Gift Card: The following applies to TM App, desktop, and mobile browser:

  1. Scroll down to ‘Payments’.
  2. Click ‘+ Add Credits/Promo Code/Gift Cards’
  3. Add a Gift Card code or number into the ‘+ Add Credits/Promo Code/Gift Cards’ field.
  4. Click 'Apply'

If fans does not see the option to apply a gift card, one cannot be applied for that event.

What to Know: The following applies to both physical gift cards and eGift cards: Both US and CAN gift cards can be used for either US or CAN events. Note: Be aware of the currency exchange. Fans can use up to five gift cards per order along with a credit card (if needed). Gift cards cannot be used for any resale tickets or MLB tickets. May be used towards the purchase of tickets sold through the Ticketmaster and Live Nation websites and mobile apps.

  1. Bulk Gift Card Info -Ticketmaster can issue gift cards in any denomination from $5 up to $999 for orders of 100 cards or more that meet the minimum bulk order requirement of $2,500. Ticketmaster gift card denominations are typically $25, $50, $75, $100, $150 and $250.

Note: Bulk gift card orders are only available for the US and CA. They are not available for LN gift cards.

Table of Contents:

  1. How to Purchase Gift Cards in Bulk
  2. Bulk Gift Card Information

How to Purchase Gift Cards in Bulk: -Fans who wish to purchase Ticketmaster Gift Cards in bulk, or wish to purchase more than $2,500 worth of Gift Cards at a time can do so by sending an email to: -US gift cards - TMBulkGC@Ticketmaster.com -CA gift cards - GiftCardsCanada@ticketmaster.com

Bulk Gift Card Information: -It takes up to seven business days to process an order once the payments have been received. Note: Ticketmaster won’t begin to process an order until it's been paid for in full. During December, deliveries may take longer and can’t be guaranteed. -Fans cannot mention Ticketmaster or Ticketmaster Gift Cards in any type of promotional materials. They must send an email with their request to trademarks@livenation.com. -In place of physical gift cards, Ticketmaster can provide an Excel spreadsheet that lists the gift card numbers and accompanying PIN numbers. -There will be no additional fees, apart from the cost of shipping. Ticketmaster offers UPS overnight or two-day delivery. The charges vary depending on the number of cards in an order. -Ticketmaster accepts American Express, Visa, Mastercard, Discover, ACH/Wire and Check. Note: Ticketmaster can generate invoices upon request.

  1. How to Replace a Lost Gift Card or When Not Received Introduction:

Use the information below as a guide when assisting fans who have lost or not received their Gift Card.

Table of Contents:

  1. Refunds

  2. eGift Cards (Digital) Replacement

  3. Physical Gift Card Replacements

  4. Shipping/Delivery

  5. Unclaimed Property - Gift Card Letters

  6. Digital (eGift) Gift Card Fraud

  7. Live Nation Digital (eGift) Cards

  8. eGift Cards & Physical Gift Cards (TMGC) - Basic Info

  9. How to Check a Gift Card Balance