Help Center & FAQ
To our valued customers:
We are continuing to monitor the development of the COVID-19 pandemic and working hard to minimize its impact on our customers, partners, and employees.
Our preparations are focused on the need to ensure the health of our community and the continuity of our business activities. While we all love live events and experiences, we remain mindful of the general health of our community and especially individuals in high-risk groups. This communication is designed to answer your questions about what happens if your live event is canceled or postponed.
Our industry-leading guarantee continues to protect your every purchase, and nothing about this situation has or will change that.
If your event is canceled, we will notify you as soon as possible. You may have the option of accepting a voucher good for 110% of the value of your original purchase, less applicable delivery fees - valid for one year from the date of acceptance. You will also have the option of accepting a refund of your original purchase price, less applicable delivery fees.
If your event is postponed or rescheduled, rest assured that your ticket will be honored on the new date of the event.
Our customer support team is ready to answer any questions you may have.
Your Customer Care Team
If you purchased tickets to an event that has been cancelled and not rescheduled, you may be eligible for a Credit Voucher. If you purchased tickets to an event that still takes place but has been closed to the public (no audience games, for example) due to Covid-19, you are also eligible for a Credit Voucher.
We are offering customers a Credit Voucher good for 120 percent of the value of their original order, less applicable delivery charges. Example: you paid $100 for tickets to an event that has been cancelled due to Covid-19, plus $8.95 shipping and handling. The voucher for this order would be good for $120 towards a future purchase.
If your event is cancelled or closed to public (no audience games), we will contact you with details via an e-mail. It will include the amount of the Credit Voucher being offered, as well as details on accepting the offer.
Your Credit Voucher will be valued at 120% of our original order (less applicable delivery fees). It will be valid for 365 days from the date of issue, and can be applied towards future purchases for events through the website of your original purchase.
If you would prefer a refund over a voucher, you will receive a full refund for the original order (less applicable delivery charges). You will have the option to choose a refund when contacted regarding the cancellation of your event.
Refunds will typically take two weeks to process from the date of acceptance.
We are dealing with an unprecedented situation caused by a global pandemic, and processing times are impacted by the sheer volume of events impacted.
Unfortunately, we cannot offer refunds for events that organizers have chosen to reschedule or postpone indefinitely until the Covid-19 impact is lessened. Your original tickets will remain valid for the rescheduled event. You will be contacted when a new date is set for your event.
If an event is not cancelled, we cannot offer a refund or a Credit Voucher. Consumers can list tickets that they do not intend to use for resale at tickettocash.com.
You can use the value of your Credit Voucher for separate purchases, as long as any portion of the value remains. However, you must use all value remaining on the voucher by the ‘valid through’ date set at your acceptance. Any remaining value will be forfeited at the expiration of that 365-day period from the date of the offer acceptance (the day your Credit Voucher was issued to you).
The voucher issued will be valid only on the website of your original purchase, and in the original currency of your purchase. If the Site where your original purchase was made is no longer in service, Your Credit Voucher will still be honored.
The voucher has no cash value and cannot be transferred to another individual.
Questions about ConcertFix
ConcertFix.com is an online marketplace that connects buyers and sellers of live event tickets. Aside from just tickets, we’ve created one of the largest databases of concert information including tour announcements, discographies, city concert schedules, venue details and more. Our concert database consists of over 4,000 artists and more than 800 cities across North America.
ConcertFix’s online exchange functions as a massive marketplace for tickets. Sellers include firms, box office promoters, licensed ticket sellers, and individuals like you with tickets that they don’t need.
Sellers use the ConcertFix online exchange to list their extra inventory. When a customer orders tickets on our website, the order is then filled by the ticket seller who listed them. So, while ConcertFix manages the online exchange on which the tickets are posted, we do not hold the actual tickets.
When you shop at ConcertFix.com, you can be assured that you are conducting a safe transaction.
We have worked hard to go above and beyond what is considered standard internet security, to ensure that our website and offices are PCI Compliant and McAfee Secure. Any questions you have about your order will be handled swiftly and efficiently by our professional customer service team. Additionally, if there are any issues with a seller fulfilling your order, we guarantee your purchase 100%.*
*Visit our ticket guarantee page to read more about our 100% guarantee.
The ConcertFix Customer Service center is open seven days a week, including holidays, from 7 a.m. - 1 a.m. EST!
If you have any questions about an order you would like to make, or an existing order, feel free to contact us by phone at 855-428-3860, or by email at firstname.lastname@example.org.
We’d love to hear it. Email us at email@example.com.
ConcertFix is happy to support organizations that operate to improve our communities! Instead of donating tickets to a specific event, we'll donate a ConcertFix.com gift certificate for a flat dollar amount, which can be raffled off, auctioned, or otherwise used as a fund-raising incentive for non-profit organizations. We support all kinds of organizations ranging from cancer research foundations to animal shelters to community soup kitchens, and more.
If you run or know of an organization that could benefit from this type of donation, please email us at firstname.lastname@example.org. Let us know the name of your organization, the cause it supports, its website and how the donation will be used. We'll review the request and get back to you via email (all submissions are subject to approval and we reserve the right to donate an amount of our choosing or to refuse to donate at our discretion).
Questions about Delivery
Many ticket sellers make their tickets available to you before they have even been printed, which gives customers an edge on getting great seats in advance. Because this sometimes happens, tickets may not be “in hand” at the time of purchase.
Seller notes often indicate when an order will ship (at the latest), so customers know when to expect their tickets. They may also note that tickets are “in hand,” which means they can ship immediately. After your tickets have shipped, you will receive a FedEx tracking number, so you may track your purchase.
Either way, we guarantee your tickets will arrive in time. View our 100% Guarantee for more details.
Tickets are shipped via FedEx. Shipping via FedEx is secure and safe for both ticket buyers and sellers on our website. Shipping through FedEx allows ticket sellers to ensure that the tickets they sell have arrived to the proper recipient, and ticket buyers can track the progress of the package.
Yes, generally expect the sellers who list tickets on our exchange to require a signature for ticket delivery. This is to ensure that the tickets are physically received by someone rather than left out in the open. That being said, the decision to require a signature depends on the seller shipping the tickets.
Of course, if the signature requirement is problematic, customers can contact their ticket seller directly to waive the signature requirement, otherwise you could always…
- Pick up your tickets after-hours at the local facility mentioned by FedEx on the delivery door tag.
- Call FedEx and ask them to keep the tickets at their local facility so you can pick them up during the day.
- Call FedEx and ask if they could deliver tickets at a time when it’s more likely someone will be there to receive them.
- Leave a note for FedEx delivery personnel to leave the tickets.
Many ticket sellers will choose to deliver tickets close to the event by one of three methods: will-call, local pickup, or email.
- “Will-call” means that you will pick up the ticket at the venue box office window.
- “Local pickup” will require that you pick up your tickets at a location up to 30 minutes away from the venue.
- “Email” means that the seller will email you the tickets before the show.
Yes, tickets can be shipped to P.O. Boxes. Just un-check the box next to “use my billing address as the shipping address” in checkout and enter your P.O. Box information.
Yes, customers are allowed to input an alternate shipping address for most orders placed through ConcertFix. However, there are certain restrictions that are based on the ticket order total. Additionally, sellers may request a signed authorization from you if they desire proof that you accept the alternate shipping address.
The alternate shipping policy is as follows:
- If the order is less than $750, the seller is expected to ship the tickets to the alternate shipping address.
- If the order is between $750 and $5000, the seller can reject the ticket order due to the address issue or else accept it and ship the tickets to the shipping address.
- If the order is $5000 or greater, no alternate shipping address is allowed.
Customers will need to contact their seller directly with any shipping address changes after an order is placed. Sellers are very security-conscious about where they ship tickets and will likely only change your delivery information if it is completely necessary.
Some sellers may list their tickets as being available for email delivery. However, this does not mean that your tickets will be emailed immediately. You will be notified by email when your tickets are available for downloading and printing.
In most cases, e-tickets marked as “Instant” will be available for you to download and print within minutes of placing your order. However, in order to protect against fraudulent purchases, some orders may require additional processing time. If this applies to your order, it will be noted in your order confirmation email, and your e-tickets will usually be available for you to download within one (1) business day.
We want to make sure that ticket sellers provide customers with the tickets they were promised. In order to protect you, ConcertFix offers the following money back guarantees: At ConcertFix.com, we offer a 100% Money Back Guarantee, if:
- Your order is accepted by, but not delivered by the seller.
- Your order is accepted by, but shipped too late by the seller for the tickets to arrive in time for the event
- You were denied entry because of the tickets or invalid tickets were provided by the seller.(1)
- Your event is cancelled entirely with no rescheduled date.(2)
Due to the nature of our exchange, there is usually some lag time between when tickets are purchased and when the ticket listings are updated. As tickets are sold, sellers must manually update their listings. This means that your tickets may have been ordered by another customer before you had the chance to submit yours.
This is a rare occurrence, but if it should happen to you, please contact us at 855-428-3860 and our customer service representatives would be happy to help you find a similar seat or a seat at a similar price.
Similar to other large online shopping entities (such as Amazon), the inventory in our exchange comes from many different sellers. Therefore, we cannot guarantee combined shipping.
However, in the case that some or all of your tickets are from the same seller, you may contact them after your order is confirmed to request that the shipping be combined. This service is at the discretion of the seller.
Yes! Event tickets make great gifts. Even though tickets may not ship immediately after you purchase them, we guarantee they'll arrive in time for the event.
Questions about Ticket Listings
Tickets are guaranteed to be together, unless the seller’s notes say otherwise. If tickets are listed in a general category, zone, section, or row, we guarantee that they will be together.
Examples of these sorts of notes are: “Zone A,” “Section 200,” “Row 102,” etc. However, sometimes the notes say something like “Section 2, rows A-Z” or “Section 2, Rows A and B, piggybacked” which lets you know that the seats may not be together. If they are “piggybacked,” it means one seat is in front of the other, but in 2 separate rows.
You may use our simple search bar at the top of the page to search by Artist, Venue, City or State. When you have found the event you want, click the “Tickets” button to see what groups of tickets are available. From a desktop computer, selections of tickets with quantities and price per ticket will be shown in a table on the left-hand side of the page. On the right will be the venue map. From a mobile device, selections of tickets with quantities and price per ticket will be shown in a table below a venue map. Some of our maps are simply images, some are interactive, and some even have pictures from the seats to the stage, all to help you find what you’re looking for.
When you choose your tickets, click the “Go to Secure Checkout” button, and proceed to checkout. If you ever have any questions about finding or buying tickets on our website, you may contact us at any time by phone at 855-428-3860 or by email at email@example.com.
Sellers prefer to list tickets at least in pairs so as to increase the chance that they’ll be able to sell all the tickets in a listing. Entertainment events are social occasions that people usually attend with friends or family. Single tickets are very hard to sell and so sellers try to avoid being stuck with them by buying and selling tickets in larger quantities.
Ticket sellers don’t list seat numbers to prevent double-booking tickets. Because transactions on ConcertFix.com take place in real time, it is possible for a set of tickets to be purchased at the exact same time by two different individuals. In order to prevent this confusion, ticket sellers instead list general rows and sections. They often have several groups of tickets, so if multiple orders come in, they can successfully fill them (without anyone getting upset or disappointed!).
When searching for an event that does not have any tickets available, you can sign up for our Concert Tracker to receive email alerts when your favorite artists are coming to a city near you. With our Concert Tracker, you can:
- Follow your favorite performers and cities.
- Receive email alerts when new shows are announced in your city.
- Create your own custom concert schedules updated instantly.
- Never miss a show again.
Interactive maps can be incredibly useful tools for finding the tickets you want. We want to make the interactive maps easy to understand and use. Here are a few tips: Click on a shaded section to get a pop-up bubble showing how many tickets are listed in the section and a range of prices. Clicking a section will also filter the ticket list on the left side so that only tickets in that section are showing. You can click on more than one section to add more tickets to the list. Click a section again remove its tickets from the list.
Use the plus and minus (+, -) buttons, or your mouse's scroll wheel, to zoom the map in to see sections in greater detail. Use the directional buttons or drag the map to reveal hidden sections Some interactive maps include a feature that gives you an idea of the view from each section. If this feature is enabled, a photo of the approximate view will display next to the map when you click a section. To see the view from a different section, simply click on the section on the map. To highlight a section on the map, move the mouse over the entries in the ticket list. If an event has view-from-seat photos, simply click the ticket list entry to see the image.
Zone seating is a recent introduction in the secondary ticket market that borrows entertainment trends from Europe. The seating itself involves venues being geographically demarcated into various chunks according to some visual model. The chunks concerned are often dubbed “Zones” and randomly drawn and marked with varying creativity. (Zones could be labeled as A, B, C or GOLD, SILVER, BRONZE or any such system of categorization.) Event-goers are then given options to purchase seats based solely on their Zone location. (Some sellers will choose to specify seating location in greater detail in their ticket notes.)
Questions about Tickets
The name on a customer’s ticket will be the name of the original purchaser. Therefore, your name will not be on the ticket purchased through ConcertFix. However, please note that the name on the tickets will not affect your ability to access the event. The most important aspect is that the bar code on the tickets scans when entering the event.
Tickets are generally one-of-a-kind, irreplaceable items that can seldom be re-accessed or re-printed. The purpose of such restrictions is to prevent ticketing fraud via multiple printings of the same ticket. Regardless, customers should contact their seller to see if it is possible to re-access lost tickets.
Electronic tickets, or e-tickets, are delivered to you electronically through My Ticket Tracker. You must download and print your e-tickets, which will have a barcode and will be valid for entry into the event.
Some things to know about your e-tickets:
- When your e-tickets are ready to download, you will receive an email with instructions for accessing your e-tickets through our secure website, MyTicketTracker.
- For your protection, MyTicketTracker requires you to log in with order-specific details, including a unique order PIN that will be included in your download instruction email.
- Some e-tickets may not be available for download immediately, but are guaranteed to be read in time for your event.
MyTicketTracker is a secure platform where you can view details about your ticket orders and download any e-tickets you may have purchased. To download e-tickets from MyTicketTracker:
- Go to MyTicketTracker.com, and enter your email address and unique order PIN to log in. You'll find your PIN in the order receipt you received via email.
- After logging in, you'll see purchase details for your order, along with a link to download your tickets. This link is located next to the "Delivery Method" section of your purchase details and will say "Download Tickets".
- For security purposes, you then will be asked to confirm that you agree to the MyTicketTracker Terms and Conditions. To proceed with your download, select "Yes" to confirm your agreement and click "Continue".
- You can now download your e-tickets! You'll see the message "Click here to view and print your tickets." Just click the words "Click here," which will be a blue link.
- You'll see a pop-up window that allows you to either open or save the e-ticket file. You should choose to open the file. Adobe Acrobat Reader will automatically open with the e-tickets. Within Adobe Acrobat Reader, there will be one page per ticket. (i.e. If you bought four tickets and downloaded one file, the Adobe file will be four pages long. If you bought four tickets and downloaded four Adobe files, there will be one page for each file).
- You should then print your tickets and take them to the event.
If the tickets are downloaded and the file is blank, you will need to update your version of Adobe Acrobat Reader. Adobe Acrobat Reader is a free and widely used program for opening the type of document used to deliver the tickets. Click here to download the latest version.
Paperless tickets aren’t like traditional paper tickets, and they don’t involve having a physical ticket in hand. Instead, these tickets require the ticket seller to accompany you to the venue’s box office. Our ticket listings will indicate which tickets are paperless with notes such as “I will be attending the event, and will accompany you to the box office at the venue”.
Flash tickets are a new innovation used for ticket distribution by event promoters. Customers with “flash” tickets access their tickets by swiping a credit card (the one used for the original ticket purchase) at a venue kiosk. This kiosk will then print out a ticket receipt that the event goer can present to venue personnel as a means to gain entry to the event.
Ticket sellers usually arrange flash ticketing by mailing customers a gift card that was used by the seller initially to purchase the tickets. This card would contain the initial purchase information for the order and would generate a viable receipt. (Customer should contact their seller directly with any additional questions about flash ticketing.)
Questions about Prices and Fees
Similar to Amazon, ConcertFix is a massive online exchange, where ticket sellers can list their inventory. Because of this, we do not charge your credit card, own, price, or ship the tickets listed on our website. All of those parts of your transaction are handled by the individual sellers listing their tickets on our exchange. ConcertFix’s purpose is simply to connect ticket buyers with a lot of ticket options.
Generally speaking, sellers decide to resell their tickets at a price that reflects the market, and prices often rise and fall with supply and demand. The result is that tickets on our website are often sold either above or below face value.
In addition to the market value fluctuating, sellers often have a large number of expenses to cover in order to get their hands on great seats. Sellers often must pay face value, plus fees (or membership fees to special clubs), and sometimes they stand in line for hours to get the best seats available. By marking up the tickets, ticket sellers make a small profit. The benefit for ticket buyers is they don’t have to wait in line, on their computers, or on the phone for hours months in advance of an event to get a good seat. Instead, customers can find great seats even a couple weeks before from an event.
Taxes on tickets actually vary substantially from state-to-state and even between localities in various states - an ever-changing situation. This means that local and/or state taxes are not calculated on our checkout page during the purchase process. (Ticketing taxes are based on the location of the ticket seller supplying an order and most prevalent in Texas, Chicago, California, Michigan and Canada.
The sellers who list tickets with us usually charge customers automatically when an order is placed so as to reserve your place in line for tickets (since sellers often receive numerous orders simultaneously). On that note, ticketing is a dynamic business (prices rising and falling all the time) so it’s important to claim your ticket early at the price set at the time of the purchase.
Questions about Other Issues
If an event gets permanently cancelled, you are eligible for a 100% refund. Please note that the refund constitutes the price you paid for the tickets, and does not include shipping costs that you may have incurred as part of the purchase process. For more details, please refer to the ConcertFix Terms and Policies for the purchase agreement.
As a general rule, all sales on ConcertFix.com are final. Please be absolutely sure you want to purchase the tickets before ordering.
Questions from International Customers
There are three main ways to access event tickets for US-based events if you’re an international customer:
- Order tickets and input a US-based shipping address: You should use this option if the event is more near-term in nature and you could potentially have the tickets shipped to a friend’s house in the US or even a hotel.
- Order tickets marked as being available for will call, email, local pickup (etc): Tickets are only available using one of the above methods if that method is specifically advertised on the listing notes and/or during checkout.
- Order tickets and input your home address for shipment: You should use this option if the event is a while away and thus likely to ship before your travels. Please note that you can always contact your ticket supplier directly to provide an alternate (US-based) address (if needed).
Ticket orders placed through ConcertFix are charged in US dollars. Please note that exchange charges (if applicable) for non-US customers may apply to ticket orders placed through ConcertFix.
Delivery fees for ConcertFix customers are based on the location of the ticket seller versus the location of the end customer (the event location is irrelevant). Canadian customers with Canadian events through US sellers will thus have International Express fees. US customers with US events through Canadian sellers will also have International Express fees. An international delivery fee therefore means that the seller supplying your order is not based in your home country and thus must ship internationally.
Unfortunately, we currently only allow U.S. based sellers to sell tickets on ConcertFix.