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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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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...94% 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: 08444 999 999
Overseas: 0044 161 425 8777
Opening hours: Monday to Friday 9am-8pm, Saturday & Sunday 10am-4pm

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 only dispatch tickets to the billing address for the card used, so please ensure this is changed with your bank before requesting us to alter your booking.

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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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 to upgrade, please call the dedicated upgrade line:

Phone: 0844 847 2448
Opening hours: Monday to Friday 9am-8pm, Saturday & Sunday 10am-4pm

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.
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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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If the tickets you've received in the post have been damaged, please contact us with the details for your booking, including the reference number, event name and seat details and we'll see if we can assist.
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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.

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