Search our FAQs by typing a keyword or phrase into the bar below, then hit the 'ASK' button
You can search using a single word or phrase, just like you would with a search engine. So for example, if you’re event’s been cancelled, just type in the name of your event and we’ll bring up all the information we have.
Or you can actually ask us a question and our system will give you a list of answers. For the best results, make your questions clear – for example, “when will you send my tickets?” or “what type of cards do you accept?”
If the results don’t quite answer your question, click the Contact Us tab which will appear once you’ve clicked on an answer. From there, you’ll be able to send a message to our Customer Service team.
If you think there may have been a change to your event, this is the place to look. Any events that have been cancelled, rescheduled, postponed – anything – you should be able to find more details below.
My event's been rescheduled – will I get new tickets?
If tickets have already been sent out when the event's been rescheduled, they'll usually be valid for the new date. The change affects everyone who booked, so you're all in the same boat and the venue know to expect it. There's sometimes the odd occasion where the original tickets won't be accepted, but we'll always be sure to let you know if that's the case. We will make contact with all of our customers to advise what they'll need to do.
Can I have a refund?
We're more than happy to issue refunds for cancelled and rescheduled events. If your event is cancelled, we'll usually issue a refund automatically. If your event is rescheduled, we'll need you to return any tickets you've received to our address below, and once we have them back we'll refund the face value plus the service charge onto your card. We recommend sending the tickets back securely (e.g. Royal Mail Special Delivery) as we can't refund the tickets if they go missing on their way back to us.
Ticketweb Customer Services
PO Box 798
If you didn't receive any tickets through the post because they were on TicketFast or box office collection, please use the Contact Us tab above to request a refund.
Why isn't my event listed here? I'm sure I've heard it was cancelled...
We can only announce a change once it's been confirmed to us by the venue or promoter. There's always quite a lot going on behind the scenes when an event is changed, so if you've seen something on the venue's website, the band's Facebook page or anywhere else but it's not posted here yet, don't worry. It might be that we're just finalising details, but we'll let you know as soon as we have the details confirmed.
If your payment card has now expired please click here for more details.
Check the list below for any changes to your event.
TicketWeb aims to dispatch all tickets as soon as possible, but in some cases, tickets will not be dispatched until closer to the event.
In any event, we aim to get the tickets to you before three days of the event. We are not always able to be specific with exact delivery dates so please allow as much time as possible for your tickets to arrive before contacting us.
If you selected the TicketFast print at home option at the time of booking and have not received your tickets, please log into your My Account and you will be able to print off your tickets from there.
If you haven't received your tickets 3 days before the event, please click here for more details.
IMPORTANT: Any tickets that are already in the dispatch process cannot be altered and will automatically go to the address you provided to us when you made the initial booking.
***Please follow the below instructions carefully and ensure that you include all the required information in your change of address request***
To submit a change of address request, please click here to send us an email.
Please complete the details on the form as requested, entering the existing billing address in the address fields. In the 'Question' field, type 'change of address' followed by the new billing address and the last four digits of the card used to pay for the booking.
If you wish to update your address on more than one existing booking, please note that you should submit a separate form for each order. Ticketweb cannot be held responsible for tickets being sent to an incorrect address if a request for more than one existing booking is submitted via the same form.
For security reasons, all details required are mandatory and any new address will not be changed until you are able to supply all the information and we are satisfied that we are dealing with the account holder.
Alternatively, please call our customer support line on 0333 321 9990 were one of our agents will be happy to help. The lines are open Monday to Friday from 9.00am to 8.00pm and Saturday and Sunday from 10.00am to 4.00pm. International Customers please call +44 (0)161 425 8777.
If your tickets are set for box office collection and you are not attending the event, certain venues will allow for someone else to collect the tickets instead of you on presentation of a letter of authorisation completed by yourself.
All TicketWeb venues accept letters of authorisation exceptThe O2 Arena in London and the Indigo2.
Please complete and sign the letter of authorisation template that is attached and give this to the person who is attending to present at the box office along with their specified ID.
We can't offer any exchanges or refunds unless your event has been cancelled, however if you can’t make it to your event you may be able to list your tickets on our Ticketweb Resale site – click here to find out how!
Please note: before buying tickets it's really important to double check all the event details and make sure you're 100% happy before going ahead, take a look at our purchase policy for more information.
Most of the venues and promoters we sell tickets with offer "Box Office Collection" as a means of receiving your tickets. This method allows you to pick up your tickets in person at the event box office, usually at the venue itself when the doors open.
If the option to select this method isn't available for an event, the facility is most likely not permitted by the event organisers or disabled until the last few days before the event to keep collection queues down to a minimum. As there is no guarantee that tickets will still be available at this point, we recommend you select a post out option rather than wait.
As a rule for most events, collection will be available on the night of the event at the venue box office, from when the doors open. However, please be aware that Box Office Collection hours and arrangements can occasionally vary.
You'll need to bring...
In order to pick up your tickets the cardholder must be present and provide:
The card used to purchase the tickets
The confirmation code or print out of the confirmation page or email
You'll be issued with a confirmation code on completion of your booking. This will be displayed on the confirmation screen and sent to you by email using the address you provide. Please keep this safe, as it will come in useful should you need to contact us.
If you didn't receive a confirmation code and would like to check whether your order was successful click here to send us an email. Try and include as much detail as possible; and please tell us the event name, date and venue.
Once you have made a booking and selected Ticketfast as your delivery method you will receive two separate emails; one containing your order confirmation and the second with your tickets attached in a PDF file format. You can also access your tickets in your online Ticketweb account.
All you need is Adobe Acrobat Reader, which you can download for free.
Save this attachment onto your computer. You now have your tickets stored and you can either print then out now or later.
We always try and send the tickets out as soon as possible but sometimes we need to wait for ticket stock to come from the event organisers or venues, especially for festivals and other big events. In cases like this we sometimes receive the ticket stock in batches and so to prevent any delays we’ll print and dispatch as many tickets as that batch will allow.
These batches are printed off in various ways: sometimes specific seating blocks within the venue are printed together; sometimes orders are printed off alphabetically by surname or sometimes the event organisers will even request the order in which we print tickets. We usually have no say on what order the tickets are printed so sometimes a friend who has booked after you may have their tickets printed before you. If this does happen don’t worry as we will try and send them as soon as possible. If you still haven’t received them 5 days before the event please get in touch and we’ll locate your tickets.