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HELP DESK
Got a question about your booking or how TicketWeb works? You're in the right place – welcome to the TicketWeb help desk!
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Search our FAQs by typing a keyword or phrase into the bar below, then hit the 'ASK' button
Search Tips

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.

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Everything Else!

PRIVACY.  YOUR DATA.  YOUR TRUST.

OUR COMMITMENT TO YOU


You are at the heart of everything we do.  Our goal is to maintain your trust and confidence by handling your personal information with respect and putting you in control.

It’s important that you know what personal information TicketWeb (known here as "we" or "TicketWeb") collects about you, and how we use it.

We’ve done our best to make our explanations short and easy to understand.  But, if you’d like further information, or have any questions, please contact our Data Protection Officer using the details in the ‘Contact’ section below.

If we ever make any major changes to our privacy practices, we’ll let you know. If necessary, we’ll also ask for your permission.

PRIVACY NOTICE

Our Privacy Notice has been designed with you in mind.  How the notice applies to you will depend on the way in which you interact with us.  For example, if you:

1.            purchase a ticket from us, we will use the information you provide us to fulfil both our and the Event Partners obligations to you in delivering that service, and, where permitted, keep you up to date about other events that may be of interest to you; and

2.            when you browse our sites, we use cookies to tailor your experience and hopefully provide you with a seamless experience.  

Your choices and rights under each scenario are explained in more detail below. 

Summary

Click on each link for more information, or scroll down to read the full policy.

What information we have and where we collect it from.

We collect and store different types of information about you when you create an account, buy tickets, contact us, and use our websites, apps and social media.  Learn More

How we use your information.

We collect and use your information for lots of reasons such as helping you get into the shows you love, sharing news, for marketing and as otherwise required by law. Learn More

Who we share information with.

We may share your information with the Event Partner(s) - such as the artist, promoter, record label, team or venue) - as well as other third parties associated with the service provided. Learn More

Your choices and rights.

Among other rights, you can choose whether to receive marketing from us.  You also have the right to access the information we have about you. Learn More

How we look after your information.

We’re always taking steps to make sure your information is protected and to delete it securely when we no longer need it. Learn More

Questions and feedback.

If you have any questions or feedback about this notice, or how we handle your information, get in touch with us. Learn More

What Information We Have & Where We Get It
 

  • When you create an account, buy a ticket or have a ticket transferred to you by a friend, we will collect your information which depending on service we are providing, may include your contact and billing information.
  • When you use our websites or apps, we collect information such as the browser and device you're using, your IP address, your location, the site you came from, what you did and didn't use our site/app for, or the site you visit when you leave us. For more information on how we collect this information, see our Cookies Policy.
  • When you use a social media feature within our website or apps, and you post to social media platforms, the social media site will provide us with some information about you.
  • If you have accessibility requirements, we want to make sure you have the best experience when attending events.  To do this, we need to collect details of your requirements (which may involve you providing information about your mental or physical health).
  • In the few instances where we collect personal information from children, we always seek parental consent and will only ever collect such information for the purposes specified when we collect it. 
  • We use suppliers who collate geodemographic data which assists us in better personalising our services to you. If you’d prefer that we do not do this, see the ‘Your Rights & Choices’ section below.


How We Use Your Information & Why

This section explains how we use your information and the legal basis on which we use it.

1.            For the performance of our contract with you

We use your information when you enter into a contract with us (for example to buy merchandise or a ticket) so we can:

•             process your order

•             take payment, and

•             provide you with customer support.

2.            For our legitimate business interests

•             To conduct market research and analysis which helps improve and customise our products and services. 

•             For our marketing purposes, unless your consent is required for such marketing (see section 3 below).

•             To send you customer service emails including booking confirmations and event reminders.

•             To prevent or detect unlawful behaviour, to protect or enforce our legal rights or as otherwise permitted by law.  For example, making sure tickets get into the hands of real fans. As such, we may use your information to prevent ticket touting, misuse of our intellectual property (e.g. our or our Event Partner's brands), fraud, or other crimes.

•             To create a profile about you to help us personalise our services to you. For example, if you purchase tickets to pop events and you have consented to our marketing, we will inform you about other pop events we think you might be interested in.  For further information, expand this section here

About your personalisation settings

We can give you more of what you want when we know you better. To make sure our messages and website are relevant to you, we create a user profile with the information we know about you and how you use our services.

How to turn off personalisation

Simply turn off “Allow personalisation” in your account settings. We’ll stop any personalisation and only use your data for essential services, such as screening for fraud or tout activity - and for any Verified Fan presales. If you do not have an account, you can contact us to turn this off. 

What happens if you turn off personalisation?

We will no longer use your data to determine what you might be interested in. This means you won’t get any personal recommendations and any newsletters you’ve subscribed to will be generic (although if you’ve asked to receive alerts about specific artists or venues, you’ll still receive these). 

We will still perform profiling activities where we need to do so to deliver our services to you, for example for fraud screening purposes and where you specifically request we do so such as for a Verified Fan Presale.

Is turning off personalisation the same as turning off cookies?

No, they’re separate. To control your cookies settings, you can use our cookies consent tool. See our Cookies Policy for more information.

•             To ensure the security of our and our Event Partners’ operations.

Where you’ve given your consent

•             To contact you with information or offers regarding our upcoming events, products or services – this may be via email, via push and web notifications, via SMS, or social media platforms.  You can change your marketing preferences at any time, see “Your choices and rights” section below.

•             To provide you with location based services – like through our festival apps which allow you to see yourself on the map so we can use your location to send you push notifications about what’s going on around you.

•             To deliver tailored advertising and marketing communications on our websites and apps (see our Cookies Policy for more information].

•             To process your health data to meet your accessibility requirements, where specifically required and explicit consent is provided. 

Who We Share Your Data With & Why

•             Within the Live Nation Entertainment family of companies who provide services for us such as marketing, profiling, reporting and technical support.

•             Our third-party service providers (sometimes known as data processors) such as cloud computing providers who provide the IT infrastructure on which our products and systems are built.

•             We may share your information with our Event Partners so that they can run the event and for other reasons described in their privacy policies. We will always name the Event Partners when you purchase a ticket and you will be given the option to subscribe to receiving marketing from them.

•             If you buy or sell tickets via our resale platform, we may disclose your information to the buyer or seller (as applicable) for order fulfilment purposes – meaning that you get the ticket you’ve bought, or paid for the ticket you’ve sold.

•             Third parties who provide goods and services purchased by you (e.g. ticket insurance or merchandise) so that they can process and fulfil your orders.

•             Government agencies or other authorised bodies where permitted or required by law.

•             Any successor to all or part of our business.

Your Choices & Rights

Your choices


Where you have given us your consent, you can withdraw it by doing the following.

•             To stop receiving our marketing you can change your preferences within your account, follow the unsubscribe instructions in any of the emails we send you or contact us and we will do it for you.

•             To opt out of the use of cookies and tracking tools, please see our Cookies Policy.

•             To opt out of location tracking and push notifications, you can change the settings on your device or keep your location off. To stop web push notifications, you will need to use your browser settings.

•             To object to personalisation you can change your preferences within your account. If this option is not available you can contact us and we will do it for you.

Your rights

You also have rights over how your personal information is used including:

•             The right to object to our processing of your data.

•             The right to request that your information is erased or restricted from further use.

•             The right to request a copy of the information we hold about you.

•             The right to correct, amend or update information you have given us (where you have an account with us you can also do this by logging in and updating your information).

•             The right to contest any automated decision we make about you. An automated decision is a decision taken without any human intervention which has legal consequences (e.g. credit checking). We don’t typically carry out automated decision making but, if we do, we will make it clear where such decisions are being made. To exercise any of the above rights please complete this form.

Please note that whilst we will carefully assess every request we receive, your rights may differ according to your place of residence and we may not always have to comply. When this happens, we will explain why.

Looking After Your Information

We have security measures in place to protect your information. The security measures we use will depend on the type of information collected.

We only keep your information for as long as required to provide you with the services you request, for the purposes outlined in this policy and for any legal purposes for which we are obliged to keep the information. We will securely delete your information when it is no longer required for these purposes, in line with our company policies.

As a part of a global group of companies, we rely on shared services, some of which are located outside of Europe.  At the same time, when world-class acts are touring, in order to provide you with a seamless experience, your information may be transferred internationally. 

When transferring information in this way, there are strict rules in place to ensure your data is still protected to a high standard. Where we do this, we will ensure that appropriate safeguards are put in place.  Where your information is transferred outside of the European Economic Area, we will use one of the mechanisms listed below.

•             Standard Contractual Clauses approved by the European Commission

•             EU-US Privacy Shield

•             Binding Corporate Rules

•             Binding Corporate Processor Rules

For more information, or to get a copy of the relevant documentation please contact us.

CONTACT US

If you have any questions about the above, or our approach to privacy, our dedicated Privacy Office, including our Data Protection Officer, is here to help:  privacy@ticketmaster.co.uk

There’s also the Information Commissioner's Office (ICO) although we encourage you to try and let us help you first.

Last Updated: May 2018

               

 

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Full terms of use can be found here: www.ticketweb.co.uk/help/terms

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Are my details secure?

The answer is, yes! TicketWeb uses the SSL (Secure Sockets Layer) protocol to encrypt the information entered on your secure order form prior to transmission over the Internet.

SSL is the industry standard for secure server commerce transactions. You can place your order online without fear of interception provided you are using an SSL compliant browser, such as Internet Explorer, Mozilla Firefox, Netscape Navigator or Opera.

More about public key certificates, Certification Authority's (CA's) and Third-Party Trust.

The credentials used to authenticate Web servers and their clients via protocols such as SSL and S-HTTP are called X.509 public key certificates. A public key certificate is analogous to a passport, in that it proves your identity and is authorised by a trusted third party known in the security world as a Certification Authority or CA (see below). In the passport analogy, the CA is similar to the Passport Office, which verifies your identification, creates a recognised and trusted document which certifies who you are, and issues the document to you.

A Certification Authority (CA) is a trusted authority responsible for issuing certificates used to identify a community of individuals, systems or other entities which make use of a computer network.

TicketWeb uses a certificate issued by the Thawte CA. By digitally signing the certificates it issues, the CA binds the identity of the certificate owner to the public key within the certificate, and thereby vouches for the trustworthiness of the certificate.

Network users possess the CA's own public key certificate (sometimes referred to as the "root key"), and use it to verify others' certificates. In doing so, they have assurance that the public keys in those certificates are the authentic keys of the named subjects, and know that the CA (whom they recognise and trust) vouches for this binding.

The CA plays a crucial role in Web security, since the CA makes a third-party trust relationship possible. In a large, distributed and complex network such as the Web, the third-party trust model is necessary since there are many permutations of dynamic, client-server relationships. Servers and clients may not have an established mutual trust; yet both parties want to have secure sessions, which demands a foundation of trust. The CA is the missing link which makes trusted Web sessions a reality. Because each party in the session trusts the CA, and because the CA has vouched for each party's identification and trustworthiness by signing their certificates, each party recognises and has implicit trust in the other, so the secure session can proceed without the risk of masquerading.

Further, since the two authenticated parties exchange public key certificates, they can encrypt and digitally sign session data, removing the possibility that others may eavesdrop on the session or tamper with data.

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When you visit our site, our server sends your computer a "cookie." These cookies are small packets of information that identify you as a user. Cookies save you time by retaining your contact information. Cookies help us learn what pages on our site are most helpful to you and other users.

Cookies do not deliver viruses, and can only be read by the server that sent you the cookie.

How to turn on cookies in Microsoft IE:

  1. In the browser, choose Tools
  2. Select Internet Options
  3. Click the Security tab
  4. Click Internet, then Custom Level
  5. Scroll down to Cookies and choose one of the two options


How to turn on cookies in Mozilla Firefox:

  1. In the browser, choose Tools and select Options
  2. Click the Privacy tab
  3. Expand Cookies menu
  4. Check the box labeled Allow Sites To Set Cookies
  5. Click OK


How to turn on cookies in Netscape browsers:

  1. From the Edit menu, select Preferences
  2. Click Advanced
  3. Click to select the box labeled Accept All Cookies
  4. Click OK


Our site also requires that you have graphics enabled in your browser. Some of our information is presented graphically, and if you can't see these graphics, you are missing out on valuable information!

How to turn on graphics in Microsoft IE:

  1. In the browser, choose Tools
  2. Select Internet Options
  3. Click the Advanced tab
  4. Scroll down to Multimedia, then click to select the box labeled Show Pictures


How to turn on graphics in Mozilla Firefox:

  1. In the browser, choose Tools and select Options
  2. Click the Web Features tab
  3. Check the box labeled Load Images
  4. Click OK


How to turn on graphics in Netscape browsers:

From the Edit menu, select Preferences
Click Advanced
Click to select the box labeled Automatically Load Images
Click OK

List of supported browsers:

Windows:

  • MSIE 5.0 and above
  • Netscape 7.2 and above
  • Firefox 0.9.2 and above

Mac:

  1. Safari 1.0 and above
  2. Netscape 7.2 and above

 

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TicketWeb is the UK's leading internet based ticketing agency and we retail tickets nationally both online and via a custom built 24 hour call centre for a wide variety of clients no matter how small or large.

Just some of the types of clients we already serve include:

Arts festival,
Amusement and theme parks,
Comedy clubs,
Concert Venues,
Fan club ticketing,
Film festivals,
Museums,
Music festivals,
Nightclubs,
Performance spaces,
Repertory theatres and
Sightseeing tours.

TicketWeb is a self-service, fully functioned box-office system available for use by venues and event organisers at potentially no cost. It offers the flexibility that allows for the easy management of multi-area, general admission and reserved seat ticketing with a range of variable pricing options.

By streamlining the efficiency of the services and the simplicity of the system, TicketWeb are able to offer clients a low maintenance solution with keen service charges that can be charged at the time of booking to the customer or absorbed by the client. In doing so, TicketWeb have removed the most common barriers-to-entry that are encountered by Box Offices wishing to operate an effective 24 hour ticketing service.

TicketWeb can provide the following services:

Full training and ongoing support from a dedicated team of account managers.

A secure login and password to enable you to log onto the TicketWeb system, create your own events, manage your allocations, access your customer information and a variety of reports, and provide you with real time sales figures.

Tickets on general sale via the TicketWeb web site or restricted in being visible via your own site only - if required.

A custom messaged bespoke telephone number for processing general telesales enquiries 24 hours a day via our 400-line call centre - if required

Tracked sales from any outside website by using the TicketWeb Referral Tracking tool. By using a special web link, you will be able to track how many sales come from an outside source in real-time.

Private Labels which allow you to customise the look and feel of the buying process for your events on the TicketWeb system. You provide us with the colours and images you want to use and we'll provide you with a URL you'll link to from your own website.

The ability to collect additional information from your customers, such as how they heard about your event.

Customers and members pre-sale and discounted tickets.

A complete ticket distribution service - if required.

Credit Card Clearance through TicketWeb.

To find out more about becoming a client email our Sales Development Team at clients@ticketweb.co.uk.

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For peace of mind, change your password or call 0333 321 9990.
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What is Shopper Discounts and Rewards?

Shopper Discounts & Rewards is an online membership programme offering members access to a wealth of discounts and cashback opportunities from popular retailers and service providers. You will be offered the chance to become a member of the Shopper Discounts & Rewards programme when you complete an online booking at ticketmaster.co.uk.

As a member of Shopper Discounts & Rewards, you can earn a monthly £10 bonus, as well as at least 10% cashback at over 650 online stores, and 20% off giftcards. For people who shop online regularly, this equates to savings of hundreds of pounds each year. To claim your monthly member bonus, all you have to do is make another booking at ticketmaster.co.uk, and send your receipt to Shopper Discounts & Rewards!

Contact details for Shopper Discounts & Rewards:

Visit www.shopperdiscountsandrewards.co.uk

Call 0800 731 9935 (freephone from UK landlines), open Mon-Fri 8am-8pm and Saturday 9am-4pm

Email customerservice@shopperdiscountsandrewards.co.uk

What is shopperdisc.co.uk?

Most financial service providers limit the length of the company name shown on the statement, therefore, shopperdisc.co.uk will appear on your statement instead of www.shopperdiscountsandrewards.co.uk.

shopperdisc.co.uk refers to your membership fee with Shopper Discounts & Rewards, an online savings programme you will have joined following a purchase on this website. As a member, you have access to hundreds of discounts at an extensive portfolio of online retailers. On top of this, you get 20% off giftcards and you can apply for a monthly cashback bonus of £10 each and every month!

Visit their website at www.shopperdiscountsandrewards.co.uk

Call them on 0800 731 9935 (free phone), open Mon-Fri 8am - 8pm and Saturday 9am - 4pm.

Email them at customerservice@shopperdiscountsandrewards.co.uk

How do I contact Shopper Discounts and Rewards for information about my membership?

You can visit www.shopperdiscountsandrewards.co.uk

Call them on 0800 731 9935 (freephone from UK landlines), open Mon-Fri 8am-8pm and Saturday 9am-4pm

Email the Customer Service team on customerservice@shopperdiscountsandrewards.co.uk

 

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What is Complete Savings?

Complete Savings is an online membership programme that offers members access to a wealth of discounts and cashback opportunities from top name retailers and service providers. You will be offered the chance to join the Complete Savings programme when you complete an online booking at ticketmaster.co.uk.

With Complete Savings, members can earn a monthly bonus, as well as up to 10% cashback at over 650 online stores, and 20% off giftcards. For people who shop online regularly, this equates to savings of hundreds of pounds each year.

Contact details for Complete Savings:

Visit www.completesavings.co.uk

Call 0800 389 6960 (freephone from UK landlines), open Mon-Fri 8am-8pm and Saturday 9am-4pm

Email customerservice@completesavings.co.uk

What is completesave.co.uk?

When a booking or purchase is made with a credit or debit card the name of the company that the booking or purchase is made with appears on the statement. Most financial service providers limit the length of the company name shown on the statement, therefore, completesave.co.uk will appear on your statement instead of www.completesavings.co.uk.

The charge to completesave.co.uk is your membership fee with Complete Savings. As a member, you have access to hundreds of discounts at an extensive portfolio of online retailers. On top of this, you get 20% off giftcards and you can apply for a monthly cashback bonus when booking through ticketmaster.co.uk.

Visit their website at www.completesavings.co.uk

Call them on 0800 389 6960 (free from UK landlines), open Mon-Fri 8am - 8pm and Saturday 9am - 4pm.

Email them at customerservice@completesavings.co.uk

How do I contact Complete Savings or get more information about my membership?

You can visit www.completesavings.co.uk

Call Complete Savings on 0800 389 6960 (free from UK landlines), open Mon-Fri 8am-8pm and Saturday 9am-4pm

Email the Customer Service team on customerservice@completesavings.co.uk

 

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We are able to close any My Ticketweb accounts if one has been created incorrectly or no longer wanted. Just click contact us and let us know.

Please note that if you have any booking for any further events that we can't delete your account until after the event has taken place. This is because if there is any alterations to the event we'll have no way of informing you as your contact details are available through the website.

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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.
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We have recently started accepting some Ticketmaster gift cards. Not all Ticketmaster gift cards can be us on TicketWeb yet, but the cards starting with 533 and 633 with a 3 digit security code are fine to use. Any Gift cards that start with any other numbers, or have a 4 digit security code can't be used as payment at the moment.

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Refunds are available up to 14 days after delivery for merchandise and gift cards purchased from us. Refunds are available up to 14 days from the date of purchase for digital downloads purchased from us.
 
Additional information can be found by clicking here and downloading the form.
 
A refund can be requested by completing the form and sending it to the address given, or by clicking the contact us tab above to submit your request by email.
 
Please include as much information as possible.
 
** Please note this form cannot be used to request a refund for event tickets. **
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We can't offer an exchange or refund for your order unless the event is cancelled, but we do understand that things sometimes come up out of the blue that stop you from getting to your event. That's why we offer you the chance to add Missed Event Insurance to your order with Allianz Assistance. Here’s some useful information...
 
How do I buy Missed Event Insurance?
If it's available for your event, we'll offer you the chance to add insurance when booking your tickets online.
 
How can I cancel my Missed Event Insurance?
If you have booked missed event insurance by accident for a Ticketweb booking then please contact us within 14 days and we'll be able to cancel the policy for you. Please note that if y u have booked through Ticketmaster you will need to ontact Allianz directly on 0345 641 9727.
 
Who do I contact to make an enquiry about my insurance policy?
The insurance company, Allianz Assistance, are completely separate to Ticketmaster, so it's them you'll need to contact with any queries about your policy. There are a couple of different numbers, depending on what sort of query you have:

0345 641 9727 for anything to do with making a claim or making changes to your policy
 
Click here to complete Allianz email form.
 
Customer Services Manager
Allianz Assistance (AGA)
Mondial House
102 George Street
Croydon
CR9 1AJ
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We're an agency, so we sell tickets on behalf of promoters, sponsors and venues. This means that we don't actually own the tickets we sell, so unfortunately they're not ours to donate. If this is something you're hoping to organise, your best bet would be to contact local venues or promoters for this sort of thing.
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It's unusual for TicketWeb to sell accessible seating for most events. If ever we can provide a booking facility for accessible seating the event itself and ticket description will clearly state this. If we have any information on the arrangements for a particular event we'll post an answer on our help desk so you can take a quick look there. Click here for more information. 
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Please contact our customer service team here 
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Your user ID is just the email address that you used to sign up with, so if you get weekly emails from us, it's most likely going to be that address.

If you've forgotten your password, it's really easy – just go to log in as normal and click the reset password link. We'll send you a temporary password in an email so you can log in and reset it – hopefully to something you'll remember for next time!
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