Help Center
Welcome to our Help Center! 💬
If you need assistance, have questions about your tickets, or experience any issues during your purchase, don’t hesitate to reach out to us.
💡 How can we assist you?
We’re here to support you with anything you need:
- Issues with your tickets or order confirmation.
- Questions about our policies or events.
- Any other concerns or special requests.
📩 Email us at: [email protected]
Our dedicated team will get back to you as soon as possible.
Frequently Asked Questions
General Questions
How We Ensure the Best Deals?
We offer these discounts because we purchase tickets as suppliers well in advance, during periods when prices are lower. This allows us to secure the best rates before demand increases. Later, as prices rise closer to the event date, we resell the tickets at competitive prices, passing on the savings to our customers. These discounts are available while our stock lasts, so it’s always best to act quickly!
I lost my tickets, what can I do?
If you’ve lost the email containing your tickets and don’t have an account created before or at the time of purchase, you can contact us at [email protected] . Please provide the following details to help us locate your order:
- The billing email used for the purchase
- The email(s) of the attendees
Once we verify your information, we will resend your invoice and tickets.
If you have an account, simply go to My Account > Orders, click “View” on your order, and scroll down. You will find your tickets listed there, along with a “Download PDF Ticket” button, which allows you to download your tickets as a PDF.
Are the tickets I purchased valid and authentic?
Yes, all tickets purchased through our platform are 100% valid and authentic. At TicketSpan, we work only with verified tickets, authenticated by respected entities like the European Ticketing Association (ETA), the European Consumer Protection Agency (ECPA), and the Safe Ticket Alliance. This ensures that every ticket meets the highest standards of quality and security. Your trust is our priority, so you can book with confidence and enjoy your event worry-free!
Can I buy tickets for someone else?
Yes, you can purchase tickets for other people. Simply enter the email addresses and details of the attendees in the “Attendee” field during checkout. The people you buy tickets for will receive their tickets directly in their email.
Why is my payment being processed in GBP?
As a UK-based company, we are only able to receive payments in GBP (British Pounds). However, there’s no need to worry! You will pay in your own currency, whether it’s euros, dollars, or another currency, and your bank will automatically convert the amount to GBP at the current exchange rate.
This means you’ll be charged the equivalent amount in your currency, and there will be no extra cost for the currency conversion. Your bank handles the exchange, and we will receive your payment in GBP to complete your purchase smoothly.
Purchasing Tickets
How can I buy a ticket?
Buying a ticket on our website is quick and simple. Here are the steps to follow:
- Browse Events:
Navigate to the Events page to find the event you’re interested in. - Select Your Ticket:
Click on the event you want to attend, and on the event page, choose the type and quantity of tickets you wish to purchase. - Proceed to Checkout:
After selecting your tickets, proceed to the checkout page. Here, you’ll need to:
-Fill in the attendee details, including the attendees’ names and the email addresses where they will receive their tickets.
– Enter your billing details (such as your name and address).
– Provide the email address where the invoice will be sent.
- Create an Account:
During checkout, you can purchase as a guest, or if you check the box labeled “Create an account?”, an account will automatically be created for you.
– Once the order is complete, you’ll receive an email with your account details, including a password (which you can change later).
– With your account, you can easily access your purchased tickets and invoices in the future. - Complete Payment:
Click on “Place Order” to finalize your purchase. Payments can be made using a debit or credit card, or via bank transfer in euros. - Receive Tickets and Invoice:
Once the payment is successfully processed, you’ll receive your tickets and invoice via email within a few minutes. You can also download your tickets by logging into your account and visiting the Tickets tab.
– Important: If you don’t see the email in your inbox, check your spam or junk folder.
With these simple steps, you can purchase your tickets smoothly. Whether you create an account during checkout, before purchasing, or prefer to check out as a guest, we’ve got you covered!
What payment methods do you accept?
We accept payments through the SumUp payment gateway. While you may see the prices in USD or EUR on the website, as a company based in Great Britain, we are required to receive payments in GBP (British Pounds).
Don’t worry, though! You will only be charged the equivalent of the amount you see in USD or EUR (your currency), converted into GBP. Essentially, you are paying in your local currency, and we receive the payment in GBP, with no extra cost to you. The process is seamless, and the exchange is handled automatically during the transaction.
If you encounter any issues with card payments, we also offer the option to pay via bank transfer in EUR. Simply select “Direct Bank Transfer” as your payment method at checkout, and after completing the checkout, you will receive the details on how to complete the payment. Once we receive the payment in our account, your tickets and invoice will be sent to you.
Can I receive an invoice for my purchase?
Yes, you will receive an invoice for your purchase at the email address provided in the billing details.
What should I do if my payment fails?
Our payment gateway supports 3D Secure regulations to ensure secure transactions. If your payment is not accepted, it may be flagged as a potentially unauthorized transaction.
To resolve this, here are a few suggestions:
- Try making the payment again, ensuring that you are not using a VPN, as this could cause the transaction to be flagged as suspicious.
- Ensure your card issuer allows international transactions or that your payment method is authorized for online payments.
If the payment still fails, you can also choose to make the payment via bank transfer in euros. Once we receive the funds in our company account, we will send you both your tickets and the invoice.
If you have any further issues, please contact us at [email protected], and we will assist you in resolving the issue.
Can I see real-time ticket availability?
Yes, the available tickets at each price are displayed directly on the event page, so you can see the real-time availability before making your purchase.
Electronic Tickets
Where can I find my tickets after purchase?
You will receive your tickets via email shortly after completing your purchase. If you don’t see them in your inbox, please check your spam or junk folder.
If you registered an account before or during checkout, you can also view your tickets by logging into your “My Account” page. Once logged in, go to Tickets. You will find your tickets listed there, along with a “Download” button, which allows you to download your tickets as a PDF.
How will I receive my tickets?
You will receive your tickets in electronic PDF format via email at the email address provided during checkout.
You can also download them at any time by logging into your account and going to the Tickets tab.
You can either show them on your phone on the event day or print them out if you prefer.
What should I do if I don’t receive my tickets?
First, make sure to check your spam or junk folder in your email, as sometimes the tickets may end up there. If you have an account, you can also check your Tickets section by logging in to your account.
If you still can’t find your tickets, please contact us at [email protected] and provide the following details:
- Billing email
- Attendees names
- Email addresses of the attendees
Once we verify the information, we will resend your tickets along with the invoice as soon as possible.
Do I need to print my tickets, or can I show them on my phone?
You can show your tickets on your phone at the event entrance, or if you prefer, you can print them out and show the printed version. Both options are perfectly fine!
Refunds, Cancellations, and Changes
What happens if the event is canceled or postponed?
Every order is 100% guaranteed with TicketSpan. If the event is canceled, you will receive a full refund plus a 20% coupon for your next purchase. Our Buyer Assurance Policy ensures that:
- You will receive your tickets on time.
- Your ticket guarantees entry to the event.
- If there’s an issue with your order, we’ll make it right with comparable or better tickets or refund you.
This guarantee applies only to tickets purchased through TicketSpan.com.
How do you handle refunds?
Refunds are processed to the same payment method used for the original purchase.
Is there a money-back guarantee?
Yes, we offer a money-back guarantee. You can find the details of our refund policy on our Buyer Assurance page.
Can I change the date or type of my ticket?
You can only change the ticket holder’s name. To request a name change, please contact us at [email protected] with the new ticket holder’s details, and we will assist you with the update.
Can I change the name on a ticket?
Yes, you can change the name on a ticket. Please contact us at [email protected] with the new ticket holder’s details, and we will make the change within the next 2 business days.
Can I cancel my order and get a refund?
Refunds are available in the cases outlined in our Buyer Assurance Policy, such as event cancellations or postponements. However, if the event is not canceled or postponed, you can’t cancel the order for a refund.
Alternatively, you may resell your tickets to someone else and change the ticket details by contacting us at [email protected] . We’ll assist you with updating the ticket information.
Security and Privacy
Are my personal details secure?
Yes, your personal details are secure. We use industry-standard encryption and data protection measures to ensure that all your information is stored and processed safely. Your privacy and security are our top priorities.
How can I be sure your site is trustworthy?
We are a fully registered company based in the United Kingdom. We only work with verified tickets, authenticated by respected entities such as the European Ticketing Association (ETA), the European Consumer Protection Agency (ECPA), and the Safe Ticket Alliance. This ensures that all tickets purchased through our platform are legitimate and meet the highest standards of quality and security.
Can the tickets I purchase be transferred to someone else?
Yes, tickets can be transferred to someone else. Each ticket can have its name changed once. Simply contact us at [email protected] with the new ticket holder’s details, and we will update the ticket information within the next 2 business days.
Customer Support
What should I do if I encounter a problem with my purchase?
If you encounter an issue with your payment, try the following:
- Attempt the purchase again using a mobile browser and ensure you are not using a VPN, as this could interfere with the transaction.
- If the issue persists, wait at least 30 minutes before trying again.
If the payment still fails, you can also complete your purchase via bank transfer in euros. Once we receive the funds in our company account, you will receive your tickets and invoice.
For any other problems, please contact us at [email protected] and provide details about the error. We’ll assist you as quickly as possible.
How can I contact customer support?
You can reach us via email at [email protected] , via the form in the page Contact Us or by calling our company support number at +44 730 850 7137
For the fastest response, we recommend contacting us by email, as our phone lines receive a high volume of requests, which may result in longer wait times.
What are your support hours?
Our support team is available Monday to Friday, from 9:00 AM to 5:00 PM (UK time). We aim to respond to all inquiries as quickly as possible during these hours.
