Frequently asked questions


Ticket Availability

Why can't I find my event on Ticketmaster?
We constantly try to offer as many events as possible. If you are unable to find an event, come back to our website often. The event might go on sale later because we are constantly adding new events to our portfolio. All events we are currently offering can be found on our home page using the search bar. For every event we offer, additional information is provided, such as ticket prices, the date when tickets will go on sale, and delivery options.

Why are you now selling better tickets, and why they weren't available at the time I purchased mine?
It could be that at the time you bought your tickets, some seats were reserved, but were later made available for sale. That's why they were displayed as unavailable at the time of your purchase. Unfortunately, we are unable to anticipate situations like this, and we have no control over them. Kindly keep in mind that once tickets have been purchased, we're unable to accept any requests for ticket exchange for better seats. For this reason, make sure that you are happy with your seats before submitting your order.

How can I get tickets for handicapped persons and their assistants?
We always make our best effort to offer this type of tickets, but their availability depends on the event organizer. If you don't find tickets for handicapped persons and their assistants for your event on our website, contact customer service at We will forward your inquiry to the event organizer, and we will inform you as soon as possible.

How can I get notices of upcoming events?
We constantly update the content of our website. New events are added as soon as we receive the relevant information. Information on every important event is normally posted on our home page. For this reason, you should visit our website regularly! Our website also allows you to sign up for our newsletter, which is delivered by e-mail and provides information on all major events. News and information about events is also presented on our social media accounts on Facebook, Twitter, and Instagram.


Your Ticketmaster Account

I've forgot my password. What should I do?
If you forget your password, click on "Your Account" on the home page. Click on the "Forgot Password?" field in the in the "Sign in" area and enter your e-mail address. Within several minutes, you will receive an e-mail message containing a temporary password. Don't forget to check your spam folder if you can't find the e-mail message.

What are the benefits of a Ticketmaster account?
As a registered customer, you profit from many benefits and services. Newsletter: You will never miss your favorite event if you register for our newsletter. You can cancel or renew your newsletter subscription at any time. A Ticketmaster account also allows you to monitor the processing of your orders and to download eTickets.

How can I change my account data?
If you want to change your data, sign into your account. There are several options. The "Edit profile" function allows you to change your name and surname, business name, e-mail address, phone number, and password. Choosing "Update address" allows you to change your address. If you encounter any problems, do not hesitate to e-mail our customer service at

My data / GDPR
Please head to our privacy policy at for more information on how we use your data and your rights.



Can I modify the price on a ticket to make it illegible?
Never cover the price shown on a ticket in any way, for example by blacking it out. Any modification would invalidate your ticket.

Can I receive a journalist accreditation from Ticketmaster?
Unfortunately, journalist accreditation cannot be obtained from our company. To obtain accreditation, you must contact the event organizer.

How can I cancel my newsletter subscription?
Unsubscribing from the newsletter is simple. The bottom section of the newsletter contains a link that allows you to cancel your subscription. You can also find out to which e-mail address the newsletter is delivered in case that your e-mail is redirected.


Payment and Delivery

I haven't received my eTickets. What should I do?
eTickets are sent automatically to your registered e-mail address within 60 minutes after the receipt of payment. Check your spam folder. If you're unable to find your eTickets, log into your Ticketmaster account and download the eTickets. Click on "My Tickets". Find the order, select the desired tickets, and click on the "Download" button.

I can't print out my eTicket. What should I do?
Make sure that you're using the latest version of Adobe Acrobat Reader. If you're using different software, use only programs intended for viewing PDF files, as opposed to modifying them. Our PDF files are protected against alteration. If an eTicket is opened using a PDF editing program, the file might not open or certain images, such as the event name, date, or seat number, might not be printed out. If you use the latest version of Adobe software and the problems persist, kindly contact customer service at Customer service is open Monday to Friday, 9:00 a.m. – 5:00 p.m. except official holidays.

I've ordered tickets to be delivered by mail, and they haven't arrived. What can I do?
If you buy a ticket and chose delivery by Czech Post to an address in the Czech Republic or mail delivery to an address in Europe and the ticket is not delivered, notify Ticketmaster Česká republika a.s. at Ticketmaster will subsequently file a claim with Czech Post. Claim processing takes the maximum of 30 and 60 days for deliveries to an address in and outside the Czech Republic, respectively. If you are found not at fault for the loss of a ticket sent via Czech Post, TICKETMASTER will inform you of the outcome, and you will receive a refund for the price paid for the non-delivered ticket, including delivery charges.

What is an eTicket?
eTicket is a delivery service where the ticket is provided in electronic form in the PDF format, and the customer prints out the ticket at home. The eTicket service is available for selected events only. eTicket availability depends on the decision made by the event organizer. For this reason, we are unable to offer the eTicket option for all events for which we sell tickets. If the eTicket option is available, it is offered to the user automatically during the ordering process.

How do I get a receipt for my order?
Because we're committed to preserving the environment, we don't enclose receipts with tickets. If you need a receipt, send an e-mail with the order number to We will e-mail you your receipt.


3D Secure 2.0 Authentication

What is 3D Secure 2.0?
3D Secure 2.0 is an addition to the online card payment security standards introduced in the EU. It’s designed to better protect against fraud and make genuine transactions easier.

Why are you introducing this?
Ticketmaster is one of many online retailers taking card payments who will introduce the new 3D Secure 2.0 system from September 2019.

How will it change the way I buy tickets?
Nothing will change in the way you buy tickets, but how you confirm yourself as the true payment card holder will change. This means you may now be asked for an additional proof that you’re the cardholder:

  • This might come as a code sent as a text message to your mobile phone, which you enter on to the 3D secure screen. These text messages will come directly from your card issuer, not from Ticketmaster.
  • If you’re using your mobile phone to make the purchase, you may verify yourself as the card holder through face recognition or fingerprint.

Do I need to do anything to prepare for this change?
Before September 14th 2019 you should contact your card issuer and make sure your details are up to date. Some of these details can probably be checked and corrected online, depending on the card you use.
Your mobile phone number will be the most important detail to check, but all details should also be accurate. This applies to all cards you use for on-line purchases.

What happens if I don’t get my authentication code or have difficulty checking out?
Please contact your card issuer directly – unfortunately we can’t help with any issues related to authentication of your payment via the 3D Secure system.


Ticket Ordering Process

Was my last order successfully placed?
After placing an order through the Ticketmaster website, you can check "Your Account" to see whether the order has been successfully processed. The "My tickets" section contains an overview of your orders. The details of your order should appear within no more than 60 after the order was submitted. You will also receive an automatic order confirmation by e-mail (the confirmation will be sent within 60 minutes after the placement of your order).
If you don't receive a confirmation within 60 minutes, check your spam folder. If you can't find the order in your account and you haven't received an e-mail confirmation, contact our customer service* at

* Business hours: Mon-Fri, except holidays 9:00 a.m. – 5:00 p.m.

Can I return or exchange purchased tickets?
Purchased tickets cannot be returned or exchanged. Due to the reasons laid down in Section 1837, Paragraph j) of the Civil Code, a ticket purchase may not be cancelled using the procedure laid down in Section 1829 of the Civil Code (discretionary cancellation within 14 days after purchase) because a ticket purchase constitutes a leisure agreement, where supply (the purchase of a ticket to attend an Event) is delivered at a predetermined time.

Why can't I leave a space empty when selecting seats?
Our interactive seating plan is designed to ensure that no seat in a row is left empty. We understand that the way the system works can be frustrating when a limited number of tickets are available for a certain event. However, selling single seats is very difficult because most visitors do not want to sit alone. If you do not want to select different seats, kindly contact our Customer Service Center at

What does the message "No tickets are currently available" mean?
"No tickets are currently available" means that tickets we had available for sale have been sold. We are trying to obtain additional tickets from the event organizer. Kindly visit our website regularly for updates. This message is also displayed if there are no additional tickets available at all. The event, or parts of the event, is not designated as "Sold out" because regional outlets might still have tickets.

How do I order tickets online?
Ticketmaster has websites for customers in various parts of the world. Ticketmaster websites are designed to be clear, understandable, and user friendly. Every action is self-explanatory. In addition, simple instructions are provided for every step that needs to be taken to ensure your maximum shopping convenience. The most interesting events are displayed on our home page and on the page facilitating event selection. You can also use the search function to find an event fast. After selecting an event, click on the "Tickets" button. Afterward, follow the instructions.

How can I find an event I'm interested in on your website?
Looking for a specific event? The search bar is the simplest way to find an event in which you are interested. The search bar is located at the top of our home page.
Enter the name of the artist, the event, the venue, or the city where the event will be held. Afterward, click on the magnifying glass or select an event from the automatically offered preview of events that meet your search criteria.

How can I contact customer service?
If you have a question about an order of if you need information about tickets for events, kindly contact customer service at
Customer service is open Monday to Friday, 9:00 a.m. – 5:00 p.m. except official holidays.

Why can't I order a certain quantity of tickets for an event (for example, why only four tickets)?
Limits for ticket orders are set to ensure that the sale of tickets is as fair as possible. Limits guarantee that customers who come first don't buy all the tickets for an event, leaving none for customers who come later. In the case of very popular events, organizers often set a limit for the number of tickets customers are allowed to buy. Ticket limits may be set per order or per person. You will be informed of the ticket limit or any other special rules or restrictions before you make a purchase. We reserve the right to cancel an order that exceeds a ticket limit set by the event organizer.

Do you offer the option to select specific seats from the seating plan for all events?
We are able to offer the selection of specific seat from our interactive seating plan only for events at venues with numbered seats. In this case, you can choose your seats. At times, the seating plan might be temporarily or permanently unavailable, for example, at a time when a large number of customers are ordering tickets at the same time, or when requested by the organizer. If no seating plan is available, kindly use the "Best Seats" option.

What is advance sale (sale before tickets go on sale officially)?
Advance sale means that a specific group of customers are offered tickets for an event before the tickets go on sale officially. The advance sale option is often offered to members of fan clubs, customers who have bought tickets from us before, customers of large corporations that act as partners to event organizers, and so on.
Customers who are eligible for advance ticket sale usually receive an e-mail with a password or an access link. The link is usually configured by fan clubs or event organizers, and we don't have access to such links and passwords. All inquiries (for example dysfunctional password or link) must be directed to whoever set the password or provided the link. We are usually unable to reconfigure passwords or resend links.
If you're interested in advance sale of tickets for specific artists, we recommend that you regularly visit the artists' websites and follow them on social media. Information on advance sales is also provided on the Ticketmaster Facebook page and on our Twitter account. Kindly keep in mind that only a very small quantity of tickets are made available for every advance sale. Keep in mind that eligibility for advance sale doesn't guarantee that you'll be able to buy a ticket.

Are the best tickets offered during advance sale?
Because the quantity of tickets we get for advance sale is usually very limited, we don't always have the best available tickets or tickets from every price range. The advantage of advance sale is the option to buy tickets for an event before they go on sale officially. That improves your chances of getting a ticket, especially tickets for very popular events, because fewer customers have access to advance sale than is the case after tickets go on sale officially. It doesn't mean, however, that the best seats are made available for advance sale. Kindly keep in mind that after tickets go on sale officially, we are unable to accept any requests for ticket exchange for better seats. For this reason, make sure that you're happy with your seats before submitting your order.

How can I get a student, senior citizen, and other discounts?
Many events offer a discount for various groups. Discount offers and their value depend exclusively on the event organizer. Keep in mind that we have no say whatsoever in the organizer's decision to offer a discount or not. If discounts are offered for an event, you will see them while selecting tickets. Simply choose the applicable price range. Remember that tickets ordered for the regular price can't be exchanged for discounted tickets. In most cases, you will be asked to show your ID while entering the event venue, such as student ID, disability ID, etc. For this reason, make sure that you meet all the eligibility requirements for the applicable discount.

If I buy discounted tickets (student, senior citizen, or other discount), do I have to demonstrate my eligibility for the discount at the event venue?
Beware that you might be asked to show your ID (student ID, personal identification card, etc.) at the event venue. If you don't show the required ID in combination with a discounted ticket, you might be refused entry to the event. The event organizer might also take legal action if unlawful action is suspected.

Do I have to print out an eTicket in color?
No. Black-and-white printout is sufficient.

What are VIP packages and how are they delivered?
VIP packages can be purchased for selected events. Goods or services contained in VIP packages can differ considerably. VIP packages often contain such items as early admission to event, a meeting with the artist, souvenirs, etc. A VIP package usually includes an admission ticket. If it doesn't, you'll be informed during purchase. VIP tickets from a VIP package can be sent to you in advance, but goods or services contained in the package will always be delivered at the event venue. Usually, all necessary information about VIP packages is sent three to seven days before the event.

Can I change my mailing address after ordering tickets?
It depends on whether tickets have already been printed out and sent to you. Contact customer service at
Customer service is open Monday to Friday, 9:00 a.m. – 5:00 p.m. except official holidays. Keep in mind that if your tickets have already been sent, we can't change the mailing address.

Why can I not choose the eTicket delivery option for some events?
The eTicket service is available for selected events only. eTicket availability depends on the decision made by the event organizer. For this reason, we are unable to offer the eTicket option for all events for which we sell tickets. If the option is available, it is offered to the user automatically during the ordering process.


Cancelled Events

What should I do if an event for which I've bought tickets is cancelled?
The options and procedure for returning tickets are described in the "Terms of Service" section at the bottom our home page. If you need additional information, do not hesitate to e-mail our customer service at

How do I get information about event cancellation and other changes, such as a change of time and venue?
As soon as we are informed by the organizer that an event has been cancelled or rescheduled, we inform all customers who have purchased tickets for the event through our e-shop. Information is distributed to all customers we are able to contact. In general, you should also monitor information about possible changes regarding your event by visiting our website as well as the websites of the artist and the event organizer. Kindly keep in mind that Ticketmaster bears no liability for damage or any loss whatsoever incurred by the customer or any third party in connection with an event, including any expenses incurred by the customer in connection with an event or its organization, cancellation, or change, such as accommodation and travel expenses.