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Results for your question "I have lost my booking reference number"
Sometimes the event organisers will ask us to use paperless tickets, to make sure as many genuine fans as possible get the chance to book.

How does it work?
When you book for a show, the card you use to pay will then act as your tickets to get you in on the night. It's all very clever – your card details are just transferred securely onto the scanning system at the venue, so on the night they just swipe your card, check it against your ID to make sure you are who you say you are, then you're in. No paper tickets through the post and no going to the box office to pick your tickets up.
One thing to remember – your whole group will need to arrive together. As the cardholder, you're the important one! Your guests will need to arrive with you to get in.
Virtual credit cards won't work as there's nothing to scan on the night – you'll need to use a physical card that you can take along with you.

Can I authorise someone else to use my tickets?
You can't – paperless tickets are designed to stop tickets from being passed on or resold, so this would make it too easy for resellers to get round the system. Please only buy tickets if you’re sure you're definitely going to the event. If your circumstances can change quite quickly, maybe you should leave it up to someone else in the group to book the tickets.
We will try to help where we can though – we know that things can come up, so if your circumstances do change, get in touch with our customer services team and we'll try to resell the tickets on your behalf, for face value. If they do resell, we'll refund your booking. The deadline for any resale requests is 24 hours before the event.

What if I go to the entrance with my kids and swipe my card – can they go in without me?
This isn't allowed – you, as the cardholder, actually have to go into the venue, watch the show and have a good time. If your kids ask you to book tickets for them and it's a paperless event, they'll have to make the booking on their own card if they want to go without you being there.
Don't forget, we accept debit cards as well as credit cards, so under 18s can still make a booking.

Can I transfer my order onto another card?
We can only ever transfer onto another card if the one you booked with has expired. It would still have to be in your name and address, so we can't transfer onto someone else's card.

What do I need to take with me on the night?
Confirmation of booking.
The credit/debit card used to buy the tickets.
State issued photo ID – that's a driving license or passport.

What if I don't have a passport or driving license?
It's going to be really strict on the night, so you will need some state issued photo ID. If you can't provide the right ID, you might not get in – and we can't refund unless the event actually gets cancelled. To avoid problems, if you don't have any photo ID, it's best to get someone else in your group to order the tickets.

Will I get any paper tickets before the show?
No, sorry! If it's a paperless event, just bring yourself, your card, photo ID and your reference number.

What if my friends won't be there until later?
The whole group does need to go in together. If your friends are late and you go in without them, they won't get in.

What if my card is expired or it's been lost?
We'll always try and contact everyone whose card is due to expire before the day of the event so that you can add your new card details to the booking. You can then get into the event with your new card.
We might not always be able to contact you though – and we won't know you've lost your card until you tell us – so please remember to get in touch once you've got your new card.
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Ticketmaster Platinum tickets are premium tickets made available by artists and event organisers through Ticketmaster. They give fans safe and fair access to some of the best seats in the house at a market driven price.

So have they been bought at face value then resold at a higher price?
No. Official Platinum tickets are being sold for the very first time through Ticketmaster. This means that the prices are adjusted according to supply and demand, similar to how airline tickets and hotel rooms are sold. The goal is to give the most passionate fans fair and safe access to the best tickets, while allowing the artists and everyone involved in staging live events to price tickets closer to their true value.

Why can't I buy Platinum Tickets for certain events?
Currently Platinum Tickets are not available for all events. Be sure to check Ticketmaster often as new events are continually being added.

How are my tickets delivered?
Depending on the event, Ticketmaster Platinum offers box office collection, standard post and/or secure post delivery options.

What is the current price per ticket?
The price you pay is the original price of the ticket. Platinum Tickets were not purchased initially and then posted for resale; they are being sold for the first time through Ticketmaster Platinum on behalf of the artist or event provider.

Other amounts or fees may also be included in the Current Price, or may be added on top of the Current Price. If additional amounts are added on top of the Current Price, they will be displayed on the website before you complete your purchase.

Do I get anything else with my Official Platinum Tickets?
Official Platinum Tickets are not packages – the price you're paying is just for the seats, so there aren't any added extras or hospitality elements to the booking.

When are my tickets going to be dispatched?
Ticketmaster Platinum aims to post all tickets within 7-10 days of the event date, unless stated otherwise at the time of your booking. If you have a confirmation number for your order, your tickets are likely on their way. If you have not received your tickets within 48 hours of the event, please contact customer service as soon as possible.

UK Mail Customers - If you have selected delivery through standard post, please allow 7- 10 days.

Some types of tickets have posting restrictions, including:

International Mail Customers - If we can't post the tickets to you in time, delivery through the post will not be an option in the booking process, and international customers will be asked to pick up tickets at the box office.

Can I change my delivery address after booking?
In order to change the billing address to which your tickets are due to be sent to you must contact us at the earliest possible convenience with the last 4 digits on your card used for purchase and your order number so we may put a hold on your tickets being dispatched to the wrong address.

Why can't I see my Platinum orders in My Ticketmaster?
You will not be able to see your Ticketmaster Platinum orders in the My Ticketmaster section of the Ticketmaster site. Please refer to your confirmation email for event details or contact us on 0333 321 9986 if you have any questions. This line is open 09:00 - 20:00 Monday to Friday or 10:00 - 16:00 Saturday and Sunday.

Alternatively you can submit a question by clicking here.
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I want to get first access to tickets for the next McBusted UK Tour, how do I do this?

When you order McBusted’s album McBusted (on CD or MP3) you’ll receive a presale passcode (the “Offer”). The passcode will give you access to an exclusive presale window (between 14:00 GMT, Tuesday, 4 November, 2014 and 09:00 GMT, Wednesday, 05 November, 2014) during which you'll get the chance to buy up to four (4) tickets to one of McBusted 2015 UK tour dates from ticketmaster.co.uk, before general release to the public.

Each customer may claim a maximum of one Offer. The Offer ends at 23:59 BST on Saturday, 01 November, 2014.

How to Claim
  1. For the CD version:
    • Click the “Pre-order Album” button on the CD album detail page. When you’re done shopping, click the “Proceed to Checkout” button.

    For the MP3 version:
    • Click the “Pre-order Album” button on the MP3 album detail page. Follow the on-screen prompts to complete your purchase. You’ll receive an email confirming that your tracks and full album will become available to download or listen to in your Music Library when they’re released.


  2. You’ll receive an email containing your presale passcode (the “Passcode”), and instructions on how to use it, on or before Monday, 3 November, 2014.
  3. You may use your Passcode between 14:00 GMT, Tuesday, 4 November, 2014 and 09:00 GMT, Wednesday, 5 November, 2014 for a chance to buy up to four (4) tickets to one of McBusted’s 2015 UK tour dates from ticketmaster.co.uk, before general release to the public.

The Ts&Cs
  • A limited number of tickets to McBusted’s 2015 UK tour dates are available for Amazon.co.uk customers. There is no guarantee that you’ll be able to buy tickets using your Passcode.
  • Each customer may only use their Passcode to buy up to four (4) tickets for one of McBusted’s 2015 UK tour dates.
  • Passcodes have no cash value, and are case-sensitive, non-transferable, and good for one-time use only.
  • Passcodes will be generated by Ticketmaster.

I've pre-ordered the McBusted’s debut album ‘McBusted’ through Amazon but I have not received my code yet, why?

Don't worry! You will receive your code no later than 3rd November 2014. This code, along with all the tour details will be sent to you by Amazon to the email address that you used when making your purchase or that is linked to your Amazon online account. Don’t forget to check your junk mail too!

How do I redeem my code?

Following your album purchase, no later than 3rd November 2014 you will receive an email from Amazon including your unique presale passcode and the web links to the passcode-protected presale.

The presale period opens at 14:00 GMT on Tuesday 4th November. Simply follow the link provided in your email, which will take you to select the date or venue you would like to purchase tickets for and enter your presale passcode into the box provided when prompted to do so.

Please ensure you are entering it in the appropriate box: A presale passcode is not the same as your My Account password.
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I want to get first access to tickets for the next Take That UK Tour, how do I do this? 

When you order Take That’s album III (on CD) you’ll receive a presale passcode (the “Offer”). The passcode will give you access to an exclusive presale window (between 9:00am GMT, Wednesday, 12 November, 2014 and 2pm GMT, Wednesday, 12 November, 2014) during which you'll get the chance to buy up to four (4) tickets to one of Take That’s 2015 UK tour dates from ticketmaster.co.uk, before general release to the public. 

Each customer may claim a maximum of one Offer. The Offer ends at 23:59 BST on Monday, 10 November, 2014.

Please note that this offer is not valid for MP3 pre-orders of Take That's album, III.

How to Claim 
For the CD version:
  • Click the “Pre-order Album” button on the CD album detail page. When you’re done shopping, click the “Proceed to Checkout” button.
You’ll receive an email containing your presale passcode (the “Passcode”), and instructions on how to use it, on or before Tuesday, 11th November, 2014.

You may use your Passcode between 9:00am GMT, Wednesday, 12 November, 2014 and 2pm GMT, Wednesday, 12 November, 2014 for a chance to buy up to four (4) tickets to one of Take That’s 2015 UK tour dates from ticketmaster.co.uk, before general release to the public.

The Ts&Cs
  • A limited number of tickets to Take That’s 2015 UK tour dates are available for Amazon.co.uk customers. There is no guarantee that you’ll be able to buy tickets using your Passcode.
  • Each customer may only use their Passcode to buy up to four (4) tickets for one of Take That’s 2015 UK tour dates.
  • Passcodes have no cash value, and are case-sensitive, non-transferable, and good for one-time use only.
  • Passcodes will be generated by Ticketmaster.
No purchase necessary.

I've pre-ordered the Take That album III through Amazon but I have not received my code yet, why? 

Don't worry! You will receive your code no later than 11 November 2014. This code, along with all the tour details will be sent to you by Amazon to the email address that you used when making your purchase or that is linked to your Amazon online account. Don’t forget to check your junk mail too! 

How do I redeem my code? 

Following your album purchase, no later than 11 November 2014 you will receive an email from Amazon including your unique presale passcode and the web links to the passcode-protected presale. 

The presale period opens at 9am on Wednesday 12th November. Simply follow the link provided in your email, which will take you to select the date or venue you would like to purchase tickets for and enter your presale passcode into the box provided when prompted to do so. 

Please ensure you are entering it in the appropriate box: A presale passcode is not the same as your My Account password.
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Like shopping baskets on other sites, My Basket is how you keep track of the stuff you want (tickets, parking, t-shits etc.) while you carry on browsing or leave the site to think about it.

Unlike shopping baskets on other sites, My Basket can't hold the actual tickets for you, which means they can still be bought by other fans. We'll remember your tickets selections and other items in your basket so you won't have to start from scratch when you come back.

How do I add items to My Basket?
Once you've selected tickets, just click the Remember for Later button at the bottom of the review or delivery page.

Why isn't the Remember for Later button there on every event?
If you don't see the Remember for Later button, it's probably because it's a really popular event that's just gone on sale. Tickets for those events go really fast, usually in the first few minutes, so there won't be anything left to remember for later! It's best to buy those tickets there and then to avoid missing out.

Can I edit stuff in My Basket?
You can't, but you're not stuck with them either – click the Find Different Tickets link on the left and you can search again. The original ticket selection will stay in your basket, so it's a great way to compare prices!
If you want to change the delivery method or remove, add or change the quantity of other items (parking, t-shirts etc) click Get Tickets and make your changes before paying.

Can I remove events from My Basket?
You can! Just hit Remove This Event to the left of the event name. If you have second thoughts, click Keep It.

Do I need a My Ticketmaster account to use My Basket
You don't – you can use My Basket without an account, but when you click Remember for Later, your selections and other stuff will only be saved on that computer.
If you want the freedom to view your basket on any computer, you need a My Ticketmaster account. 
If you already have a My Live Nation account, you can sign in what that email and password on any computer to view your Ticketmaster shopping basket.

Why am I being asked to re-enter my offer code or password for tickets already in my basket?
If we're asking you to unlock a password protected offer again, it's just because you’re not signed into your account, so we don't recognise you.

Why has my event disappeared?
If you can’t see an event in your basket any more, it's most likely that the show's already been and gone.
Or, if you don't have a My Ticketmaster account, you may lose events in your basket when we periodically delete anonymous data from our system. We have to do that every so often to keep our website running smoothly.

Why did the price change after I added tickets to My Basket?
Ticket prices are set by the venue and event organisers, who may occasionally decide to change the pricing depending on demand or other factors. We don't control ticket pricing because we don't own the tickets we sell – we're just selling them on behalf of the venue and event organisers.

Why is the delivery method I added to My Basket no longer available?
If the delivery method (standard post or UPS) has disappeared from your basket, it's most likely because it's too close to the event and there isn't enough time for us to get the tickets to you in that way.

Why is the special offer I added no longer available?
Discounts are quite often limited-time offers, so it might be that time ran out while the tickets were in your basket.
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I want to get first access to tickets for the Olly Murs 2015 UK Tour, how do I do this?

You need to have pre-ordered Olly Murs’s brand new album Never Been Better (available on CD, deluxe CD or MP3 formats through Amazon), or requested a ‘no album purchase necessary code’ via the online sign-up page during the application window (which began on Monday 20th October and ran until 11:59 GMT on Wednesday 12th November 2014).

The window is now closed and no further pin code applications can be made via either route.

If you purchased/signed up via either route during this order/sign-up window, you will receive an email on Friday 14th November 2014 containing your unique pre-sale code, a link to the pre-sale and details of Olly Murs’s forthcoming UK tour.  Amazon will have sent codes to their customers, and Sony Music the codes to ‘no album purchase necessary’ applicants on the 14th.

These emails invite you to purchase tickets in our exclusive 48-hour presale window, running between 09.00am GMT on the 17th November and 08.59am GMT on the Wednesday 19th November.  You'll get the chance to buy up to four (4) tickets from Ticketmaster.co.uk to one of Olly Murs’s confirmed 2015 UK dates. Tickets are subject to availability.

Please keep the email containing your pre-sale link and unique code safe, ready for when the pre-sale begins.

The Ts&Cs 
Presale access does not guarantee you tickets; it guarantees your opportunity to buy them before general release. The “Offer”-. Each customer can claim a maximum of one Offer. This Offer ended at 23:59 GMT on Wednesday, November 12th 2014 and was open to UK & NI customers only, ROI was not included in this pin code promotion

I've pre-ordered the Olly Murs ‘Never Been Better’ album through Amazon, or requested a ‘no album purchase necessary’ code but I have not received my code yet, why?

You should receive your code on 14th November 2014, please check your inbox and junk mail folders very carefully to find this email.

The code, along with all the tour details will be sent to you by Amazon (for Amazon customers) to the email address that you used when making your album purchase/linked to your Amazon online account.  Or alternatively, sent by Sony Music to the email used at the time of signing up to the ‘no album purchase necessary’ data capture form, requesting a code.

If you are an Amazon customer who pre-ordered Olly Murs’s album Never Been Better from Amazon during the offer window, but have not received your code on 14th November 2014, please contact Amazon here.

Before getting in touch, please don’t forget to check your junk mail folder too, as it is likely your email could be in there if it hasn't appeared in your inbox.

How do I redeem my code?

The presale period opens at 09:00 GMT on Monday 17th November. Simply follow the link provided in your email (which will take you to www.ticketmaster.co.uk) and select the date or venue you would like to purchase tickets for and enter your presale passcode into the small box provided (to the right of ticket drop-down) when prompted to do so.

Please ensure you are entering it in the appropriate box: A presale passcode is not the same as your My Account password.
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Most venues offer Box Office Collection, which means that you can pick your tickets up in person when you arrive for the event - just choose Box Office Collection when you get to the delivery part of the booking process. If Box Office Collection doesn't appear as one of the delivery options, it could be that it's only offered on tickets booked within 3 days of that particular event - this is just to avoid long queues at the venue on the night.

When will my tickets be ready to collect?
Each venue is different - some may not be open until an hour before the event starts, while others may be open during regular business hours every day. As a general rule, unless we tell you otherwise, tickets will only be available to collect on the day of the event itself from when the doors open.

What should I take to collect my tickets?
Usually, you'll just need to take the credit card that you used to book the tickets, along with your booking reference number - you may also be asked to sign for them. Sometimes you may need to take photo ID, like a driving license or passport, but we'll always be sure to let you know before booking if that's the case.

The box office will only release tickets if the name on the ID or credit card match the details on the booking.

Can a friend collect my tickets?
If your tickets are on box office collection, generally only the cardholder can pick them up. If you're not planning on going to the event yourself, there are some venues that will allow for someone else to collect the tickets on your behalf - they'll just need to take a letter of authorisation from you with them. This needs to include:
  • The cardholder's name
  • Billing address
  • Cardholder's phone number
  • Last 4 digits of the card number you paid with
  • Ticketmaster reference number
  • Seating details (where applicable)
  • Name & date of the event
  • Number of tickets booked
  • Name of the person collecting
  • Type of ID they'll provide for themselves
  • Cardholder's signature
If you'd prefer, you can print off a template here and fill out the details - then whoever you've given the tickets to can just show it at the box office along with their ID and they'll get the tickets without a problem. Click here to check if your venue will accept a letter of authorisation.

International box office collection
If you've booked for an Irish or Northern Irish event and your billing address is outside Ireland or the UK, you may need to use international box office collection, as there may not be time to post the tickets out to you. We'll need you to provide an email address and a local phone number where we can contact you up to the day of the event.
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There's lots of information here on our helpdesk and it's really easy to use. Just enter your question into the search bar and view the results...95% of our customers usually find the answers they need without having to contact us. 

Can't find what you're looking for?

Hit the Contact Us tab (under the red Go button) near the top of the page to send us an email and we'll get back to you as soon as we can. If you'd rather speak to us, here are the details:

Phone: 0333 321 9999 
Overseas: 0044 161 425 7563
Opening hours: Monday to Friday 9am-8pm, Saturday & Sunday 10am-4pm

Calls to 0333 numbers are chargeable at a local rate from both UK landlines and mobile phones.

If you're calling for help with an outstanding order, please have your booking reference number and the last 4 digits of your card number handy. We work in line with the Data Protection Act, so to keep your details safe we can only discuss a booking with the cardholder we have on record.

Can't see the Contact Us tab? Just type something into the search bar above and hit Ask, then click on one of the search results. From there, you'll see the Contact Us tab appear just above.
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If you've moved house recently, please get in touch as soon as possible to update the address on your order. Updating the billing information in your online account will only store the address for any bookings you might make in the future – for any outstanding orders you need to get in touch.

It's really easy – just hit the Contact Us tab above, choose Change of Address as the category and be sure to fill in all of the fields. It’s really important that we have all of the information before we can update your order – just so we can be sure that we're dealing with the cardholder.

If you need to change your address on multiple orders, be sure to include every reference number.

We can't update the address once we've started to process your tickets for dispatch, so please be sure to get in touch as soon as you can once you've moved. You can check whether your tickets have been printed by logging into My Ticketmaster.

Can't see the Contact Us tab? Just type something into the search bar above and hit Ask, then click on one of the search results. From there, you'll see the Contact Us tab appear just above.
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If your tickets are on box office collection, they can be collected by the named cardholder on the booking.

To collect the tickets, the cardholder will need the original payment card, Ticketmaster reference number and a form of identification.

Once this is shown to the box office staff, they will be happy to release the tickets to you.
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Search Tips

You can search using a single word or phrase, just like you would with a search engine. So for example, if you’re event’s been cancelled, just type in the name of your event and we’ll bring up all the information we have.

Or you can actually ask us a question and our system will give you a list of answers. For the best results, make your questions clear – for example, “when will you send my tickets?” or “what type of cards do you accept?”

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.