What's On

Frequently Asked Questions

Your Account

Do I need to create an account to order?

No, you can order without a Ticketline account. On the "Your Details" step the order process, simply select "I'm new here" and fill in your billing details. If you'd like us to save these details for you to use next time, just tick the box at the end of the form and we'll send you an Account Activation email.

Creating an account will not only save you time next time you order (especially important when popular events go on sale - it could make the difference between getting tickets and missing out) but will also give you access to all sorts of new features and exclusive content.

How do I create a Ticketline account?

Click here to create an account or at any time select Sign up at the top of the page. All you need for a Ticketline account is an email address and a password and you will have immediate access to exclusive features of the site.

You can then choose to save your billing and postal details if you like, which will be securely stored by us, saving you time next time you order. This can be especially important when popular events go on sale - it could make the difference between getting tickets and missing out.

I've forgotten my password, what do I do now?

Click Forgot Your Password?, enter your email address and we will send you an email containing a special link that, when clicked, will allow you to enter a new password for your account.

What do I do if I move house/change my address?

Please reply to your confirmation email (ensuring that you include the email we sent you) and request a change of address.

Alternatively, please send us proof of the old address and proof of the new address (such as a household bill) along with your Customer Number and previous postcode to us at:

Customer Services,
Ticketline,
PO Box 4061,
Manchester
M60 1YT

If you fail to do so, we cannot accept responsibility for tickets sent to your old address. We strongly advise ensuring you have royal mail redirection in place before you move in case tickets have already been posted.

Delivery & Collection

When will I receive my tickets?

Posted tickets should reach you at least 7 days before the event unless tickets are being collected from the venue. Where tickets are booked within 14 days of an event and are being posted, tickets should reach you at least 2 days before an event.

E-tickets will be attached to your confirmation email as a PDF for you to print off at home. Please note, during busy periods it can take up to 24 hours for the confirmation email to arrive in your inbox.

To ensure that you receive your confirmation email please add customerservices@ticketline.co.uk to your address book. If you do not receive your confirmation email within 24 hours, please check your spam folder before contacting Customer Services.

You can track your order progress from the Order Tracking page. Enter your Customer Number and Order Number from your confirmation email in the boxes provided.

If our order tracking page doesn't answer your query, please contact Customer Services.

I am ordering tickets for an event taking place in the next 5 days. Will you post my tickets to me?

If you are ordering tickets for an event that is taking place in the next 5 days, where there is no e-ticket option, you will need to collect your tickets at the venue box office. Please note that tickets must be collected by the card holder in person who will be asked to present the card that was used to buy the tickets.

What is the procedure for collecting tickets at a venue?

When you are collecting tickets from the venue, you will need to go to the venue box office. At some venues, there is a separate queue for customers collecting pre-paid tickets. This will usually be marked, but if not please check with the venue staff.

Tickets will be left in the name of the card holder that booked tickets for the event. The card holder must collect the tickets in person, present the card and sign a receipt. Only the card holder that booked the tickets can collect them, so to avoid disappointment, please do not attempt to collect tickets booked using someone else's card.

I was told I would receive my tickets 1 week before the event and I haven't received them.

You can track your order progress from the Order Tracking page. Enter your Customer Number and Order Number from your confirmation email in the boxes provided.

We always do our best to ensure you have received your tickets 1 week before the event at the very latest. However occasionally this is not possible due to circumstances beyond our control, such as a delay in the tickets being printed and sent through to us. We do everything within our power to ensure you receive your tickets before the event, however if circumstances mean we are unable to post them to you in time, we will make alternative arrangements for you to collect your tickets at the venue.

If you have not received your tickets 1 week before an event, or 2 days before an event where tickets have been booked within 2 weeks of an event, please contact Customer Services.

For events taking place Monday to Friday, the latest you can inform us of non-receipt of tickets is 12 noon on the day of the event. For events on a Saturday or Sunday, you must let us know by 12 noon the Friday before. If you do not let us know by this time, we cannot guarantee you will be allowed entry.

My friend has booked tickets for the same event as me. She has already received her tickets and I haven't.

Tickets for some performances may be sent out in batches. You should receive your tickets very soon. Alternatively, your friend could have purchased their tickets from a different ticket agent. Sometimes different agents receive their tickets from the promoters of the event at slightly different times. If you have any concerns, please contact Customer Services.

I have been sent the wrong number of tickets/the wrong tickets.

Please contact Customer Services.

What if I print more than one copy of my e-ticket or a photocopy is made?

Only the first scan of the barcode on your ticket will be allowed entry to the event. If more than one copy were to be scanned, the bar code scanner will alert the door staff that the ticket has already been scanned and that ticket would be refused entry.

If you think that someone may have a copy of your e-ticket, contact Customer Services as soon as possible and they will do what they can to help.

How do I save my e-ticket?

Please note: e-tickets are not available for all events, if you did not select it as a delivery method, you will not receive an e-ticket.

  1. Double click on the attachment
  2. Choose to SAVE the file
  3. Create a file name and the folder to save the file to
  4. Click on "Save" to save the file onto your computer

How do I print my e-ticket?

Please note: e-tickets are not available for all events, if you did not select it as a delivery method, you will not receive an e-ticket.

  1. Make sure you have Adobe Acrobat Reader 4.0 or higher
    If you don't have it, download it for free at www.adobe.com
  2. Make sure your printer is turned on and has paper
  3. Double click the attachment or the file where you saved it on your computer
  4. Choose to OPEN the file
  5. Click on the printer icon in the upper left of the window
  6. Your tickets are printed (Black and white or colour is fine).

I have lost my tickets, what should I do?

If you have misplaced your tickets, you should contact us as soon as possible. Click here to contact Customer Services. Please select 'I've lost my tickets' from the Query Type dropdown.

We will do whatever we can to help, however you should be aware that it is not always possible for tickets to be duplicated. Where tickets can be reissued a duplication fee equal to the original despatch fee may be charged.

Event Alerts

What information will I receive if I subscribe to your event alerts?

Our event alerts brings you the latest news on live music and entertainment. We send our main ticket alert Ticket-talk weekly, usually on a Wednesday. It contains advance notice of the most popular tours and events that are about to go on sale and updates on any other new events that have gone on sale during the previous week.

You will receive exclusive presale invitations on some of the most popular events to go on sale, so that you can keep one step ahead of the general public as well as special offers and discounts on selected events.

How do I subscribe to your event alerts?

Click here to sign up or at any time select Sign up at the top of the page.

All you need is an email address and a password (or if you already have a Ticketline account just sign in and head to the Preferences tab), and you be able to subscribe to our main weekly alert, Ticket-talk, as well as set up your alert preferences.

Not only will you be able to specify genres you are particularly interested in, but you can "Become a fan" of any event or artist and we will keep you informed next time tickets go on sale.

You can then choose to save your billing and postal details if you like, which will be securely stored by us, saving you time next time you order. This can be especially important when popular events go on sale - it could make the difference between getting tickets and missing out.

I am not receiving your event alerts even though I have subscribed. What shall I do?

Many email programs will block email that fits the criteria that they define as Spam or Junk email. While this can sometimes be helpful, mail that you might be expecting from Ticketline could get unintentionally blocked by your email program's spam filters.

To prevent this from happening, simply add newsletter.ticketline.co.uk to your address list to guarantee that you receive our event alerts. Some email programs refer to this as "whitelisting" or a "safe or trusted sender list". If you cannot find this option in your email program, or do not know how to add us to your list, please review your email program's help documents for more information.

Some email programs require just the domain name to be placed in the Address Book. In that case, simply add: newsletter.ticketline.co.uk
If your email program requires you to add addresses, please try the following: *@newsletter.ticketline.co.uk (The asterisk at the beginning allows any address from newsletter.ticketline.co.uk to be automatically placed in your whitelist.)

If you were expecting an email from us prior to adding our address to your whitelist, and did not receive it in your Inbox, please check your Junk or Bulk mail folders to see if it was delivered there by your spam filter. Once you have added ticketline.co.uk to your safe or trusted sender's list you will receive all emails from us that you might be expecting, such as our weekly Ticket-talk.

How do I unsubscribe to your event alerts?

On every event alert you receive you will be offered the opportunity to unsubscribe. You can also unsubscribe by signing in and amending your subscriptions on the Preferences tab.

Contact Us

How do I contact Ticketline?

If your query is not answered here in our FAQs, please contact Customer Services.

Your Order

How do I know my order has gone through?

The final stage of the order process confirms if your order has been successful or not. Once an order is completed you will receive an order number which is unique to that particular order. This will be displayed for you to save or print and will also be emailed to you.

If you do not receive an order number, this means that your order may not have successfully completed. If this is the case, please contact Customer Services.

I haven't received a confirmation email. What should I do?

During busy periods it can take up to 24 hours for the confirmation email to arrive in your inbox.

To ensure that you receive your confirmation email please add customerservices@ticketline.co.uk to your address book. If you do not receive your confirmation email within 24 hours, please check your spam folder before contacting Customer Services.

Can I track the progress of my order?

You may track your order progress from the Order Tracking page by entering your Customer Reference and Order Reference from the confirmation email in the boxes provided.

Why can't I buy tickets for several events in one order and pay just one shipment fee?

Unlike most things you can order online where the goods are ready and waiting to be sent out, and so can be combined into one package for shipment, depending on the event we might receive tickets from venues or promoters several months or a few weeks before the event takes place, so unfortunately due to the nature of the industry it is not possible to send different tickets out together.

Why do I need an order number?

Your order number is the final stage in confirming that your order has completed and uniquely identifies your order should you have a query on it. By quoting this number in any correspondence that you have with Ticketline, we can swiftly trace your order and answer any questions that you may have. You will receive a unique order number for every order that you make with Ticketline, which you will need to retain should a query arise.

Can I order by phone?

Yes you can purchase by phone, click here to find out about other ways to buy.

Can I order if I live outside the UK and do you mail my tickets to me?

Yes you certainly can, we can send tickets to your postal address as long as the order has been made at least 4 weeks prior to the event taking place. There may be certain events for which we cannot post tickets outside the UK.

For exceptional events where we are unable to post or for any orders made for events taking place within the next 4 weeks, you will be notified at the time of purchase that tickets must be collected from the venue box office where the event is taking place 1 hour before the performance begins.

Where tickets need to be collected, please note that tickets must be collected by the card holder in person who will be asked to present the card that was used to buy the tickets.

Our system still conducts mandatory checks on addresses outside the UK to ensure that the delivery and bank addresses correspond.

Can I order VIP tickets or corporate hospitality packages?

Occasionally it is possible to purchase VIP tickets or corporate hospitality packages for certain events. If these are available, it will be advertised or clearly marked.

What are your standard terms and conditions of sale?

Click here to view our Terms and Conditions.

Payment

Which payment methods do you accept?

We accept Visa, Mastercard, Maestro and American Express cards. We regret that we do not accept Diners Club cards.

How quickly is money charged to my credit/debit card?

Your credit card is charged by us as soon as your tickets are purchased, however it can take up to 7 days for the money to be debited from your account. Although tickets may not be sent out to you for some months, the tickets are secured for you as soon as your card is charged.

How do you securely store my card details?

All our transactions are processed over 128 bit SSL which encrypts your credit and debit card information. We send this encrypted information to our bank so they can process your transaction.

You can store more than one card number with us to give you more flexibility when booking.

We do not keep any of your card information on our servers or in our offices to maximise your security. All card information is stored by our bank at their secure data centre.

Why do you charge a booking fee?

The organisers of events do not pay for the services that we or any other ticket agency offer. Ticketline pay full price for the tickets they receive from the event organizers, who set the ticket price. The booking fee is our only income which enables us to provide our customers with a great service.

That service is to offer people a convenient way of purchasing tickets either by phone, app or website and have the tickets delivered to them, so that they don't have to travel to and queue up at a venue box office.

The order charges cover all the costs associated with running our business, including providing an order service 7 days a week, processing orders, developing the technology to make the order process as simple and efficient as possible, distributing tickets and credit card commissions to name but a few.

How do Ticketline work to combat identity fraud?

Ticketline are focused on protecting our customers from ID and card fraud. We are constantly improving our systems and procedures to make them more secure while still maintaining a quick and easy order process.

Our system conducts address checks on every single purchase made verifying that the billing address matches the registered bank account address. We also are a member of Visa and MasterCard’s 3D secure payments scheme where the customer may be asked to verify their identity directly with their bank as part of the online order process.

In a small number cases we may contact you to request additional ID before despatching your tickets to ensure that they go to the correct address.

Refunds & Exchanges

An event has been cancelled, what should I do next?

It is your responsibility to ensure that the event for which you have booked is taking place on the date it was scheduled for when you booked. However, when an event is cancelled, we will do our best to inform you as soon as possible after we are notified by the event organisers.

You may be asked to return your tickets to us at the address below. We will refund the face value of the ticket to the card that was used to pay for them. Where you are asked to return tickets, the refund will not be processed onto your card until we receive the tickets. We therefore recommend that all tickets that need to be returned are sent by secure post to:

Ticketline,
PO Box 4061,
Manchester
M60 1YT

We cannot accept responsibility for tickets that we do not receive.

An event has been postponed, what should I do next?

It is your responsibility to ensure that the event for which you have booked is taking place on the date it was scheduled for when you booked. However, when an event is postponed, we will do our best to inform you as soon as possible after we are notified by the event organisers. Your tickets will remain valid for the new date unless we advise you differently.

If you cannot attend the new date you will be asked to return your tickets to us for a refund. We must receive the tickets a week before the new date or 1 week after you have been notified of the change, whichever is the later, unless specified otherwise. When we have received your tickets we will refund the face value of the tickets to the card that was used to pay for them.

Please note that a refund cannot be processed until we receive the tickets. We therefore recommend that all tickets that need to be returned are sent by secure post to:

Ticketline,
PO Box 4061,
Manchester
M60 1YT

We cannot accept responsibility for tickets that we do not receive.

If a concert is sold out are extra tickets ever released?

Occasionally extra tickets are made available for certain events. Sometimes the capacity of an event may be extended or the sightlines may be altered, for example. It is often nearer the date of the event. It is always worth checking up until the date of the performance just in case.

If you are subscribed to our event alerts you will usually be notified of any extra ticket allocations or new dates for the popular concerts. Click here to sign up.

What is your policy on refunds?

Tickets cannot be refunded or exchanged after you have completed a purchase except for in the following circumstances:

  • If we fail to fulfil an order as a result of any negligence, or similar act or omission of our own or in breach of contract. In these circumstances you will be entitled to a full refund including any booking fee charged.
  • If an event is cancelled, moved to another date, or if there are significant changes to the event, namely a change of the headline act or venue and you no longer want to go to the event. In these circumstances we will only refund the face value of the ticket(s) to the card that was used to pay for them, as they are circumstances beyond our control and lead to us incurring further costs and charges.

We will only give refunds when we have received the tickets that you want to return and only in the circumstances mentioned above. It is your responsibility to ensure that we receive any tickets that you return so we recommend that all tickets that need to be returned are sent by secure post to:

Ticketline,
PO Box 4061,
Manchester
M60 1YT

We cannot accept responsibility for tickets that we do not receive.

Although we will always attempt to notify you when an event is cancelled, postponed or materially changed, it is your responsibility to ensure that an event is going ahead as advised at the time of order.

I can no longer make the event for which I have booked. Can I exchange my tickets for another day or show?

Unfortunately not. We regret that we are unable to offer refunds or exchanges unless an event is cancelled, postponed or the content significantly changed.

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