FAQs

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I can no longer go - can I get a refund?

Most of the time, our events don’t offer refunds unless they have to cancel or postpone for some unexpected reason (the most recent contender being Covid). For more details on this, check out our T&C’s, here (https://www.theticketsellers.co.uk/custom.php?id=5). For our bigger events like festivals, your refund options are decided by the event’s Terms & Conditions rather than our own. You can usually find a link to these at the very bottom of any page of the event’s website. It’s very unlikely t...

How do I resell my ticket and when do I get refunded?

Twickets resale Full information can be found here (https://theticketsellers.ladesk.com/634755-Twickets-resale). Resale through TicketSellers For some events, you’ll be able to securely resell your tickets by creating a resale link from your account. If that’s the case, there will be a ‘Sell your tickets’ resale option here (https://www.theticketsellers.co.uk/your_account/control_panel/). When you click on ‘Find out how to sell your tickets’, you can select which tickets you want to sell...

Twickets resale

For some events, you will be able to resell your tickets through Twickets (https://www.twickets.live/). The option to do so will be available in your TicketSellers account (https://www.theticketsellers.co.uk/your_account/control_panel/) where applicable, and the resale will likely only be available for a specific period of time. To list your tickets for sale on Twickets, please follow the steps below: Step 1: Head to your TicketSellers account (https://www.theticketsellers.co.uk/your_account/c...

My instalment plan has been cancelled due to a missed payment - what can I do?

In the event of a failed payment (https://theticketsellers.ladesk.com/828664-My-instalment-payment-has-failed---what-do-I-do-How-do-I-pay-off-my-ticket), you can catch up with your instalment by making the missed payment from your account before a certain date. However, if the deadline is missed, the instalment plan is automatically cancelled. We aren’t able to reinstate a cancelled instalment plan, but some events allow festival-goers to pay off their ticket(s) in full even after the instalmen...

My instalment payment has failed - what do I do? How do I pay off my ticket?

As soon as the status of your ticket is updated on your account, you’ll receive an email letting you know whether your payment has been successful or has failed. If you’ve noticed on your bank statement that you haven’t been charged for an instalment, please wait for the email from us - it’ll answer most, if not all of the questions you have about your instalment. In the event of a failed payment, you can catch up with your instalment by making the missing payment. You will receive an email f...

I haven't received my tickets yet - when will I get them?

Tickets for most events are sent out via email closer to the event date - your confirmation email will have all the details about when you should have these sent to your inbox. It can take up to 24hrs after the release date and time for the tickets to be sent to you. Tickets will first become available on your account, and then be sent to you via email, so if you haven’t received them within this time, you can also check ‘My tickets’ in your account (https://www.theticketsellers.co.uk/your_acco...

XCover’s ‘Booking Refund Protection’ - What is it and how do I apply for a refund?

XCover's ‘Booking Refund Protection’ and what it includes XCover’s ‘Booking Refund Protection’ can be added to your order during checkout and covers you in a number of specific circumstances which can be found here (https://www.xcover.com/en/pds/booking-refund-protection-uk). These are normally more serious circumstances outside your control, such as injuries and accidents, so you won’t be covered if you change your mind about attending. Please note that you may need to provide evidence to su...

I have adult tickets, but I can't add a teen/child ticket to my basket

Some of our events need under 18s to have an adult to keep an eye on them, so you won’t be able to order a child/teen ticket without a respective adult ticket, too. There may also be a limit on how many child/teen tickets can be bought per one adult. If you’ve already got adult tickets on your account, you’ll just need to log in before buying for any under 18s. You can do this here (https://www.theticketsellers.co.uk/your_account/control_panel/) and, once logged in, reload the ticket page and a...

The website does not recognise my email address

If you haven’t booked tickets with us before, you’ll need to create an account upon checkout by clicking ‘Register here’. Alternatively, you can click here (https://ww2.theticketsellers.co.uk/account/register) to create an account. To log into your account, click here (https://www.theticketsellers.co.uk/your_account/). If you have forgotten your password, click here (https://theticketsellers.ladesk.com/821080-How-do-I-change-my-password.php) for more information.

I can't find my confirmation email

You can first try checking any spam/junk folders or searching your inbox for emails sent from robot@theticketsellers.co.uk Sometimes these get lost in spam so be sure to mark us as a safe sender if you find our emails landing here. Your tickets and orders are also available in your account - once you log in here (https://www.theticketsellers.co.uk/your_account/control_panel/), you can have a look at ‘My tickets’ or ‘Order history’. If you click on the order ID in your order history, you can al...

I've bought tickets, but for the wrong day! Can I change them?

A few of our events offer add-on tickets that let you upgrade your entry ticket for earlier arrival (i.e. from Thursday entry to Wednesday entry, etc). You can buy these on top of your entry ticket, so the first course of action would be to check the ticket page of the event to see if they have any upgrade tickets. You might need to log into your account before ordering, which you can do here (https://www.theticketsellers.co.uk/your_account/control_panel/). When the above doesn’t apply, in most...

I need to change the name on my ticket, how can I do this?

E-ticket codes (3-digits) If you’ve been sent an e-ticket (three numbers instead of a barcode to scan), you don’t need to worry about changing any names. If there’s a group of you, you might be asked for some details upon arrival, but you’ll just need to quote the name and the postcode of whoever booked the ticket for you, as well as those three numbers we mentioned earlier (that’s your e-ticket!). Barcoded tickets Some of our events ask the name on the ticket to match the name of the person ...

My account email address is wrong, what can I do?

If you’re lucky enough to remember your password as well as the incorrect email address you’ve used (we’ve all fallen victim to the cursed “.con” instead of “.com”, there is no need to be embarrassed x), try logging in from here (https://www.theticketsellers.co.uk/your_account/control_panel/) using the incorrect email address. You can then update your email address by heading to the “Update my personal details” link. From your account, you can also take a peek at your tickets in ‘My tickets’, an...

Buying tickets when an event goes on sale

Buying tickets as they go on sale can be stressful, so we hope the overview below gives you some peace of mind. The process differs slightly for some events, for example, they might email links that give you access to the event page, but even if that is the case, the below still applies. If you already have an account with us, we’d suggest making sure that you can log in ahead of the on-sale, in case you need to reset your password. Tickets are often non-refundable, so it’s important to doubl...