Frequently Asked Questions

Everything ticket buyers ask us most: finding your tickets, getting in the door, refunds and transfers, charges on your statement, Layaway Plans, and resale. Tap any question to open the answer.

Short version: Your tickets are emailed immediately after purchase and always live in My Orders. Print them, scan them from your phone, or have the organizer look you up by name at the door.

We send your confirmation receipt, with tickets attached, immediately after your purchase is confirmed. If you do not see it, check any secondary or spam folders first. It is also possible the email address on the order was mistyped. Either way, you can always find your tickets in My Orders.

Contact us at hello@theticketing.co with your name, the event name, the correct email address, and the last four digits of the card used for the purchase. Include the incorrect email or your order confirmation number if you have it, and we will update your order.

Yes. Your ticket is emailed to you as a PDF and is also available for download in My Orders. Open it in any PDF reader on your computer or phone to print it.

Yes. Open your ticket on your phone and it can be scanned directly from the screen using The Ticketing Co. Scanner app. Turn your screen brightness up so the barcode scans cleanly.

Yes. Download The Ticketing Co. app from the App Store or Google Play to view, manage, and access your tickets on the go. There is also a separate TTC Box Office app used by event staff at the door, which is not the one you need as a buyer.

Needs confirmation Confirm which app door staff should be directed to before this wording is used in staff-facing docs.

Yes. Event organizers check attendees in using our Scanner app or a printed guest list. Bring your full name, email address, and order confirmation number so the organizer can look up your ticket. You may also be asked to show photo ID to confirm the purchase.

Yes. Ask the organizer to look you up by name, email, or order confirmation number, the same way described above. You can also pull up My Orders on your phone to find your ticket on the spot.

Check your spam or junk folder first. If your tickets are there, mark our emails as not spam so future confirmations reach your inbox. If you still cannot find them, download your tickets directly from My Orders, or contact us at hello@theticketing.co and we will resend your order confirmation.

Ticket name policies are set by each event organizer and vary by event. Contact the organizer to confirm their policy for your event. If you need to put a ticket in the correct name, you can transfer it in My Orders, or contact us at hello@theticketing.co for help.

Short version: Tickets are non-refundable unless the event is cancelled or rescheduled. Need to change your ticket type? Contact us first. Transfers happen in My Orders and cannot be undone.

Tickets sold on The Ticketing Co. are non-refundable by default, unless the event is cancelled or rescheduled.

Once a refund is approved, allow 5 to 10 business days for it to appear on your original payment method. The exact timing depends on your bank rather than on us. If it has been longer than ten business days, contact us at hello@theticketing.co and we will trace it.

Contact us at hello@theticketing.co and we will handle it. Upgrades are approved by The Ticketing Co. Downgrades require refund permission from the event organizer, are handled case by case, and are not typically eligible for a refund of the price difference. If your order is on a Layaway Plan, tell us when you reach out. Upgrades work differently on a payment plan.

Go to My Orders and select the order you want to transfer from. Choose Transfer Tickets, then enter the recipient’s information to send the ticket over. Once a transfer is sent, it cannot be undone, so confirm the recipient’s email address before you send it.

That depends on the event. Single-day passes are set by each organizer, not by The Ticketing Co. Contact the organizer directly through our contact form (select the correct event) or the contact button on the event page.

Short version: We accept all major credit cards, plus Apple Pay, Google Pay, and Samsung Pay. Seeing a duplicate charge? Contact us before your bank; we can usually resolve it faster.

We accept Visa, Mastercard, American Express, and Discover, as well as Apple Pay, Google Pay, and Samsung Pay.

Needs confirmation This list needs to be confirmed as the single authoritative set of accepted payment methods.

Contact us at hello@theticketing.co before contacting your bank. We can usually resolve this faster. A duplicate charge is typically one of three things:

• A failed transaction (wrong zip code, wrong CVC, a mismatched card number) that shows as a temporary hold and will fall off your statement within a few business days. If your transaction failed, we already emailed you about it. If you are not sure, contact us and we will look into it.

• A second, forgotten purchase. Check My Orders to see your full purchase history.

• A second purchase made from a second account. This happens most often when someone signs up with a username and password, then later signs in with a different method and does not realize it created a separate account.

Contact us at hello@theticketing.co right away with the following details: your name, your email, the event you were trying to buy tickets to, the browser and device you used, and a screenshot of the error if you have one. We will help you complete your purchase.

The price the organizer sets is only part of your total. At checkout you may also see service fees, a facility fee, taxes, and payment processing, depending on the event and where it takes place. The full breakdown is always shown before you pay.

Short version: Accessibility, age limits, group rates, and single-day passes are all set by the organizer, not by us. Rescheduled events are not refunded automatically. Cancelled events are refunded by our team, Layaway Plans included.

Fill out our contact form to reach us with questions about a specific event. Most organizers are also active on social media, so you can reach them there as well.

Accessibility accommodations vary by event. Check the event page for details, or contact us at hello@theticketing.co for more information.

Age restrictions vary by event. Check the event listing page before checkout for the event’s policy (18+, 21+, or all ages).

Group tickets and rates are set by each event organizer. If a bulk package is not already listed on the event page, contact the organizer directly to ask.

We will email you on behalf of the organizer with the new date. Rescheduled events are not automatically refunded. If you need a refund instead of attending the new date, contact us at hello@theticketing.co.

If an event is cancelled, refunds go back to your original payment method. For standard orders this is processed automatically once the cancellation is confirmed. It is not instant, so allow 5 to 10 business days for it to appear on your statement. Layaway Plans work differently: the automatic refund run skips Layaway orders, so they are handled manually by our team and can take longer. If yours has not arrived, contact us at hello@theticketing.co.

Needs confirmation The policy and process for refunding Layaway Plans on a cancelled event still needs confirming.

Usually price. Most organizers use tiers as pricing steps: Tier 1 is priced lowest with a limited quantity, and once it sells out the price usually moves up to Tier 2. Tiers are set by each organizer, though, so they are not always price steps; some are ticket types instead, like VIP versus GA, or single-day passes. Check the event page to see what each tier includes.

We are the ticketing platform, not the event organizer, so vendor and volunteer requests go directly to the organizer. Use our contact form and select the event name so your request reaches the right team.

Short version: A Layaway Plan splits your whole order into scheduled payments, charged automatically. Tickets are issued once the plan is paid in full. A failed payment is never retried. You have to make it yourself, and payments already made are non-refundable unless the event is cancelled.

A Layaway Plan splits the cost of your entire order, not just one ticket, into smaller payments on a set schedule. Tickets on a Layaway Plan are not issued until the plan is paid in full.

Your payment schedule is shown during checkout, in the Layaway Agreement you agree to at purchase, and in your confirmation email. You can also find it any time in My Orders by selecting your Layaway order.

Yes. Payments are charged automatically on your schedule. If a payment is declined, it is not retried automatically. You need to update your card and submit the missed payment yourself in My Orders.

Open your Layaway order in My Orders and select the order ID. You can update your card directly on that page.

Yes. Log in to your account, go to My Orders, and select the Layaway order you want to pay off. Choose Make a Payment and submit the remaining balance.

A failed payment is never retried. The moment a charge fails, your order is flagged and the payment scheduler stops picking it up. There is no second attempt. You will receive three reminder emails: one the day the payment fails, one two days later, and one two days after that. To keep your plan active you must update your card and submit the missed payment yourself: go to My Orders, select your Layaway order, and choose Pay or Change Payment Method. If the payment is still not made, the plan is cancelled around day six and every payment you have already made is non-refundable. The one exception is a cancelled event. If the event itself is cancelled, all payments are refunded. If you would rather not risk losing that money, you can pay off the remaining balance and transfer the ticket(s) to a friend or family member instead. Contact us at hello@theticketing.co for help with either option.

Yes, you can cancel at any time. Payments already made toward the plan are non-refundable. The one exception is a cancelled event. If the event itself is cancelled, all payments are refunded. If you would rather not lose that money, you have another option: pay off the remaining balance and transfer the ticket(s) to a friend or family member instead. Contact us at hello@theticketing.co and we will help you pay off your plan or set up the transfer.

Short version: List an eligible ticket from My Orders under Sell Your Tickets. Changed your mind? Contact us right away. Waitlists are first come, first served.

Go to My Orders, find the order with the ticket you want to sell, and select Sell Your Tickets. If the ticket is eligible for resale, select it and complete the listing.

A 10% resale fee applies. It is calculated on the price you originally paid, not the price you list it at. For example, if you paid $50 and resell the ticket for $80, the fee is $5 and about $45 comes back to you. The $30 difference goes to the organizer.

Yes, if you act quickly. Contact us at hello@theticketing.co as soon as possible and we will help you pull the listing.

When a ticket becomes available we email you a link that is held for you for a limited window. How long depends on how close the event is: 24 hours if the event is more than a week away, 12 hours from a week out to two days before, and 1 hour inside the final two days. Offers are only sent between 9am and 9pm local time, so your window never burns overnight. If you do not buy within the window, the ticket passes to the next person on the list.

We are not able to share waitlist position. Waitlists are processed first come, first served.

We usually reply within minutes.

• hello@theticketing.co

• docs.theticketing.co

• theticketing.co/contact-us