Frequently Asked Questions
- I’ve ordered and haven’t received my tickets - what can I do?
Most of our tickets are confirmed instantly when you purchase. To confirm your order we send both an email and a SMS message. The SMS message is a back-up in case you ever have trouble accessing the email.
Some tickets require manual handling; during working hours this can lead to a delay of up to one hour. If you booked while the venue was closed, we may only be able to send your ticket once the venue is open. If you haven’t received your confirmation 24 hours after ordering, please contact Tiqets Customer Service.
- I can’t seem to finish my order. What’s happening?
Usually this is because your web browser needs to be updated. This especially applies to Internet Explorer and Mozilla Firefox. You can visit www.microsoft.com/ie to update Internet Explorer, and www.mozilla.org/firefox to update Firefox.
Please check out our separate tips on how to finalize payment in case you have further problems.
If neither of these steps resolve the issue, please contact Tiqets Customer Service.
- I’ve ordered via PayPal and haven’t received confirmation of my order.
PayPal may need you to manually approve the order. Please check your PayPal account to see whether this is the case.
- In my order overview, I see a ‘Booking fee’ shown. What is this?
Tiqets encounters costs associated with providing our service. For example these include our customer service, and payment processing costs. For most venues we can avoid charging a fee to recoup these costs but unfortunately it is not possible everywhere. If you see a ‘Booking fee’ shown in your order overview, this means that the venue you booked is such a venue.
- How can I make a group order?
Tiqets generally does not support orders for large groups. If you encounter a limitation during checkout that stops you ordering the number of tickets you would like, please be aware that this is imposed by the venue. It is possible to complete multiple orders to finish with your desired number of tickets, but our partner venues generally frown on this and may refuse you entry. If you need to order for a larger group than we support, please contact the venue directly.
- I work for a travel agent; can I get a discount?
We do not provide discounts for travel industry professionals. Our business model is based around selling tickets to consumers, so we always quote the best price. If you would like more information, please visit our Business Solutions webpage for more information on partnerships.
Using your tickets
- How do I use my tickets? What do I do with my ticket/voucher?
When you complete your order you will receive a confirmation email giving instructions on how to use your tickets. Please read this carefully!
Most venues allow you to go directly to the entrance where you can show your tickets on your smartphone. Some venues, however, require that you show printed tickets. Also, note that in some cases you need to redeem your ticket at a meeting point.
- I can’t find the venue or the place to pick up my tickets!
Please contact Tiqets Customer Service by phone or chat so we can help you.
- The venue won’t let me in and says my tickets are not valid. What can I do?
Tiqets only sells official tickets so you can rest assured that your tickets are valid.
If you are refused entry please reread your confirmation email to make sure you have followed all instructions – occasionally there are special instructions that customers need to follow in order to get their tickets before going to the venue entrance.
A small number of customers book the wrong date or time by accident, leading to their being refused entry to the venue. Please check to ensure that this is not the case for you!
- What payment methods can be used on Tiqets?
We support Visa, Mastercard, Carte Bancaire, CartaSi, iDeal, PayPal, Sofortuberweisung, and Alipay.
Our website is available in multiple languages and the default payment methods varies depending on which version of the site you’re viewing. If you’re in a new country and don’t see your preferred payment method, you can change the language of the site via the dropdown menu on the homepage.
- Payment authentication - my payments are repeatedly rejected. Why can’t I buy tickets?
Usually, this is because of incorrect 3-D Secure answers. 3-D Secure is a method for your credit or debit card company to authenticate online purchases and prevent fraud. We have no control over this process, so if you encounter a problem, please contact your card issuer.
- I need an invoice for my order, how do I obtain this?
Please contact Tiqets Customer Service so we can help you. You should quote your order number as well as the name and email address used in your order.
- How can I be sure that my credit card details are secure?
All payments are handled by one of the world’s most trusted payment processors, Adyen B.V. Tiqets never sees or has access to your credit card details. Adyen also processes payments for Facebook, KLM, Uber and Vodafone. You’re in good hands!
Changes and Cancellations
- Is it possible to make amendments to my order – for example, if I ordered tickets for the wrong day?
It will vary from venue to venue, but we’ll certainly do our very best to accommodate you. Please contact Tiqets Customer Service. You’ll need to have the details of your ticket (name, order number and date) to hand.
Some of the tickets we sell can be used after the initial date for which you bought the tickets. Tiqets Customer Service department will be able to let you know if this is the case for your tickets. Unfortunately, this is never possible for tickets ordered for a specific time slot.
- Can I cancel my order and get a refund?
Tiqets is not obliged to exchange or refund unused tickets but we very much want to help you. Whether we can refund your ticket will depend on the policy of the venue in question. In case we can provide you with a cancellation and/or refund, Tiqets will charge a cancellation fee of 8% of the total order amount to cover payment and order handling costs.
Please contact Tiqets Customer Service to start a conversation and see if we can accommodate.
- I didn’t use my tickets and the date is passed - can I get a refund?
Unfortunately it is not possible to refund tickets when the cancellation request is made after the valid entry period has lapsed.
- How are refunds processed? How long will it take to receive my refund?
Tiqets processes refunds on a regular basis. Once our team approves the refund request the issue passes to your card issuer or bank, and we no longer have any control over how long it takes to reach you. If you experience a delay in receiving the refund, please contact your card issuer or bank before contacting Tiqets. The issue usually lies with them.
The processing time for a refund for a payment made by iDEAL or SoFort transfer is generally two working days. Refunds of payments made using a credit or debit card can take between two and seven working days to reach your account.
Please note that cancellation fees may apply; see our Terms and Conditions. We will notify you via email or telephone of any fees which apply in your case.
- Where can I find my order number?
Your order number is found in the title of both emails we send to you immediately after your order is confirmed, as well as on your ticket voucher in PDF format. Look for the ‘Tiqets order number’ in the table that gives an overview of your payment. You’ll need this number if you contact customer service.
- What does Tiqets do with my personal information?
- How can I contact Tiqets Customer Service?
Our office hours are: Mon – Sun 9AM – 6PM CET. Email: firstname.lastname@example.org. Please include your name and order number when writing to us. During office hours we always respond to email inquiries within one hour.
For urgent issues please call us at:
(ES) +34 93 220 17 06
(FR) +33 9 70 73 44 48
(IT) +39 09 184 20888
(NL) +31 85 888 4442
(UK) +44 113 320 8444
(US) +1 617 858 8844
Or send a WhatsApp message to +31 6 8189 0787
- I would like to work with Tiqets. How can I contact you?