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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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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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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.

 

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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 except The 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.

Letter of authorisation template

 

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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.

 

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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.

 

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My ticket details are incorrect, what can I do?

If you have received your tickets and have noticed a discrepancy, please contact our customer service department immediately.

Please note you must contact us prior to the event in order to give us the opportunity to rectify the situation. This will not be possible after the event has passed.

If you need help or have a question please click here to send us an email, or call Customer Services on 0333 321 9990.

Can I have a refund or exchange on my tickets?

As part of the Terms of using this site we regret that we cannot exchange, refund or transfer tickets unless the event in question has been cancelled or rescheduled.

 

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Where can I collect my tickets?


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.

Also...

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
  • A signature upon collection
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For gigs and concerts it's actually pretty rare for us to get accurate details of supporting acts and stage times.

You can try searching the Help Desk, if we have the info we'll post it there. You can also try contacting the venue or event organisers but this information is, more often than not, generally unavailable until the day or even afternoon of the event itself, so you may want to hold on until then.

 

 

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We will verify whether the tickets are replaceable, and, if they are replaceable, we will instruct you as to how to arrange for replacement tickets. Usually, we will not be able to arrange this until 3 days before the event date.

If you notice your tickets are missing or have been destroyed, please contact us immediately by clicking here.

Replacement tickets are usually to be collected at the Box Office immediately prior to the show. However Ticketweb may instruct you to follow a different procedure in order to obtain the replacement tickets.

Tickets should always be treated like cash. Depending on the ticket system in place at the show venue, general admission tickets often cannot be replaced. Keep them in a safe place, away from direct heat, sunlight, and moisture. Be sure to store them where they can easily be found again. Tickets are printed on heat-sensitive paper. Any contact with higher temperatures will cause the ticket to darken or turn black, so please keep this in mind when storing. Do not attempt to laminate tickets.

 

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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.

 

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We’ll always try to send your tickets as soon as possible – however, as your tickets have much further to travel, it will take a bit longer for them to arrive with you.

We’d recommend that you wait until around a week before you’re due to travel to the UK – if you still haven’t received your tickets by that point, let us know and we’ll be happy to help you track the delivery.

Alternatively, if you’d find it more convenient to collect your tickets from the box office at the venue on the night of show, let us know and we’ll see if that’s available for you instead.

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Your card is charged as soon as you make the booking. It can sometimes take a few days for the money to be claimed though, so it might not show up on your statement straight away. Don't worry because once the booking has been authorised the money is earmarked so that when we are ready to take the money, it won't be spent.

If you're not sure if a booking's gone through, you can always check the order history in your online account. As always, feel free to get in touch if there’s anything you're not sure about.

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You might've noticed that on your booking confirmation, or when you received your tickets in the post, that they say BK on them. The BK stands for Block, and all blocks are numbered to help customers know which area their tickets are for. 
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The Red Bull Soapbox Race is a general admission event. So please ignore any seat and row numbers that may have appear during the purchase process or that you may see on your booking confirmation email or online account. 
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TICKET PRE-SALE INFORMATION

I WANT TO GET FIRST ACCESS FOR EITHER UK OR GERMAN TICKETS FOR HURTS DESIRE TOUR 2017, HOW DO I DO THIS?

You need to have pre-ordered the new album Desire (available on CD, and LP formats) through the Official Music Store before 5.00pm BST on Tuesday 30th May 2017.

Or

You need to have registered via the No Purchase Necessary form hosted on the Official Music Store before 5.00pm BST on Tuesday 30th May 2017.
 

* No Purchase Necessary

I DO NOT LIVE IN THE UK OR GERMANY?

This pre-sale is only valid for the UK & German dates on the Desire Tour 2017.  All other dates are going straight on general on-sale 9am BST, Friday 2nd June 2017

WHEN WILL I GET MY PRESALE ACCESS CODE?

If you purchased an album, or registered via the form, you will receive an email between 5:00pm and 8:00pm on Tuesday 30th May 2017 containing your unique presale code, a link to the presale and details of the 2017 dates. Please check your inbox and junk folder carefully on/after this date and retain this email.

WHEN DOES THE PRESALE OPEN?

These emails invite you to purchase tickets in our exclusive presale window, running between 9:00am BST, Wednesday 31st May 2017 until 8.59am BST, Friday 2nd June 2017.

Presale access does not guarantee you tickets; it guarantees your eligibility to access the ticket pre-sale before general release. Please note, due to high demand tickets are extremely limited.

HOW DOES THE CODE WORK?

Each code is only valid for the Desire Tour 2017 and can only be used once.

You have access to buy up to two (2) tickets from TicketWeb.co.uk to one of the confirmed 2017 UK or German dates.

Please keep the email containing your presale link and unique passcode safe, ready for the presale.

HOW DO I REDEEM MY CODE?

The presale period opens at 9:00am BST, Wednesday, 31st May 2017.

Simply follow the link provided in your email, which will take you to a designated presale page on www.ticketweb.co.uk and select the date or venue you would like to purchase tickets for and enter your unique presale passcode into the box provided when prompted to do so.

Please ensure you are entering your unique passcode into the appropriate box.

I'VE PRE-ORDERED THE NEW ALBUM BUT I HAVE NOT RECEIVED MY CODE YET, WHY?

You should receive your code by 8:00pm BST on Tuesday 30th  May 2017, please check both your inbox and junk mail folders carefully to locate this email.

The code, along with all the tour details will be sent to the email address that you used when making your album purchase.

If you have not received this code by on Tuesday 30th  May 2017, – please contact: http://support.sandbaguk.com/support/tickets/new.

Please quote your email address, full name – and we will verify your order and reply with your pre-sale access code.

Before getting in touch, please don’t forget to check your junk mail folder too just in case your email is in there!

I'VE ENTERED MY PRE-SALE CODE ON THE TICKETWEB PAGE – BUT IT DOES NOT WORK. WHAT SHOULD I DO?

If your code does not work - please contact: http://support.sandbaguk.com/support/tickets/new

Please quote your email address, full name and the pre-sale code you were originally allocated.

They will reply as quickly as possible.

I'VE ENTERED MY PRE-SALE CODE ON THE TICKETWEB PAGE – BUT I’M HAVING ISSUES COMPLETING MY ORDER AT CHECKOUT. WHAT SHOULD I DO?

If you have successfully entered your pre-sale code, but are experiencing any issue completing your order – please click here submit your enquiry.

The Ticketweb team will be closely monitoring this to answer promptly.

AM I GUARANTEED A TICKET IF I PRE-ORDERED THE ALBUM?

The album pre-order does not guarantee tickets to the presale but it does guarantee your eligibility to access before general release.

IF I ORDER MORE THAN ONE ALBUM FORMAT, WILL I GET ADDITIONAL CODES?

One code is issued per customer.

I’VE PRE-ORDERED THE ALBUM FROM ANOTHER RETAILER, WILL I STILL RECEIVE MY CODE?

In order to qualify for the ticket pre-sale you need to order directly from the Official Music Store.

I’VE PRE-ORDERED THE ALBUM BUT WHAT IF I LIVE OUTSIDE THE UK?

This ticket pre-sale is only valid for the UK & German 2017 dates and you are only eligible to access the pre-sale if you have ordered an album for delivery in the UK or Germany.

SHOULD YOU BE UNSUCCESSFUL IN SECURING TICKETS DURING THE PRE-SALE, FURTHER TICKETS WILL BE AVAILABLE IN THE GENERAL SALE WHICH OPENS AT 9:00AM BST ON FRIDAY 2nd June.

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We regret that we cannot cancel, exchange, refund or transfer tickets unless the event in question has been either cancelled or rescheduled.

Provided the email address or phone number in your account is valid we will automatically attempt to contact you to inform you of the refund or exchange procedures if it is cancelled or rescheduled.

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You will be issued with a booking confirmation code on completion of your booking. This will be displayed on the confirmation screen and sent to you by email if you provided one. Please keep this code safe, as it will come in useful should you need to contact us.

If you never received a confirmation email but you think that your booking did go through then please call 0333 321 9990.

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My TicketWeb is great for helping you to keep track of your orders. Log in any time to print a receipt, check your seat details and see if your tickets have been sent yet. You can also sign up to get email alerts when your favourite bands announce a tour or a show's coming to a theatre near you, so there's no excuse not to keep up to date!

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As we print off and dispatch so many tickets a day we are unable to email you to let you know when your tickets were sent. 

If your tickets are being sent by secure mail you should get an email from Royal Mail or UPS with your tracking number and an expected delivery date. 

If your tickets are being sent by standard post and you booked through your online account you can check your online account for dispatch updates. If your tickets are processing this means we've started the dispatch process and the tickets will be sent soon if not already. Unfortunately, we're unable to update this to say if the tickets have been sent.

If you haven't received your tickets 5 days before the event please get in touch and we'll try to help!

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If you chose standard post, please give it until 5 days before the event for your tickets to arrive – even once they've left us, it can sometimes take a little longer than expected to get to you through the post. Don't worry though – if they still haven't arrived by 5 days before, just get in touch and we'll make sure you gain entry. If you've booked you tickets 2 weeks or sooner before the event please wait until 3 days before the event to give us enough time to dispatch your tickets.

If you chose secure post, you should get an email from Royal Mail with a tracking number once they've been sent. If you haven't heard from us or Royal Mail and our update says all the tickets have been dispatched, be sure to get in touch so we can help you track them – you can't gain entry without them, so it's really important you let us know so we can try and help.

If you haven't received your tickets 3 days before the show please get in touch with us then and we'll try to help.
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Unfortunately we can't refund anything beyond the cost of the tickets, but we'll always try to let you know as soon as we're told about an event cancelling or changing date to give you the opportunity to cancel your arrangements, if possible. The event organisers won't cancel or reschedule an event unless they really have to, but it's always worth keeping in mind, that things can sometimes change.
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Most venues have reserved seats – you'll get a row and seat number and that seat is yours for the night. You can usually check where your seats are on the seat map before you book them.

Some venues have unreserved seats. This means that seats are first come, first served so you're not guaranteed a specific seat. For these events, if you want a seat you'll need to get there early – otherwise you may have to stand!

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Sometimes, an area of the venue will be described as 'unreserved seating/standing'. This means that the area has a limited amount of seating available on a first come first served basis and for those who do not get a seat, there is space to stand and watch the show. If you would like a seat, we suggest that you arrive in good time.

Please note that seat numbers may be listed on your ticket or booking confirmation. These numbers are there to keep track of the number of tickets sold and do not represent any location in the venue.

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Don't worry – we have to give all General Admission tickets a number just so we can keep our systems up to date. It's just an admin thing, so they don't refer to any specific standing or seating location. The tickets will say "Gen Ad" so you'll be able to confirm you have General Admission tickets.
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We know you'd rather have the tickets in your hand before you travel to the venue, but we can't post out duplicate tickets – it's a security measure.
 
We can't allow more than one set of tickets to be in circulation at any one time – it could cause the venue some problems on the night otherwise – so if your tickets go missing in the post, the safest way to make sure you get into the event is to duplicate them for box office collection.
 
This means that the barcodes on the original tickets will be void, and the new tickets will only be released to the cardholder when they're collected at the venue.
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