FAQ
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Tickets will be sold on the event's official website.
The sale date and more details will be shared on the event organiser's website and social media.
Most events also allow you to sign up for a newsletter to stay informed.
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Each event organiser follows their own policy and process in terms of available ticket options for personal assistants.
Please visit the FAQ page of the event organiser to find the correct information, or contact their support department.
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It depends on the event. If group tickets are available, you will see them during the checkout process.
If there are no group tickets available, the maximum number of single tickets per order may vary per event.
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Available payment methods depend on the event organiser and may include:
iDEAL
Credit cards
Debit cards
Paypal
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There can be different reasons for this:
Using multiple browsers or tabs with the same account can cause issues. Keeping multiple tabs open does not increase your chances of getting tickets.
There may be a connection issue with your bank or payment method.
If you see an error message, your tickets are not reserved. You will need to go back to the queue and try again.
Buying tickets
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Tickets are generally non-refundable and non-exchangeable. However, you can resell them via TicketSwap.
If you bought cancellation insurance, check with Xcover to see if your reason is covered under their policy.
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Some organisers allow ticket upgrades (e.g., weekend ticket to camping, regular to premium). Contact the organiser for options.
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If you purchased Xcover insurance, you can file a claim here
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Each event website has a "lost tickets" page where the main booker can enter their email to receive the confirmation email again.
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Refunds approved by the event organiser or our platform are usually processed within five working days.
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In most cases, if you sold your ticket via TicketSwap the barcode is changed for the new owner, canceling your old ticket which sends out a cancelation email.
If this was not the case, please contact our support department.
Purchased tickets
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It can take up to 90 minutes for the confirmation email to arrive. Check your spam folder and make sure you entered the correct email address.
Also, check your bank statement. If no payment was taken, the order was likely not completed.
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Once your order is confirmed by email, your ticket(s) are secured.
You will then receive a personalisation email to personalise your ticket(s).
Some event organisers may delay ticket downloads. You can still see your order in your account. More details will be in your confirmation email.
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After a successful purchase, you will receive two emails:
Order confirmation
Personalisation email
The personalisation email contains a link to your order where you can personalise your ticket(s) and share them with friends.
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A failed payment can happen due to various reasons:
Waiting too long to complete the payment
Insufficient funds
Using a payment card that is not fully supported
Check if the payment was deducted from your account and if you received a confirmation email.
Receiving tickets
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Important: Only sell tickets via TicketSwap to avoid fraud.
Resale is only possible if the event allows it on TicketSwap. You have two options:
If tickets are not yet downloadable, use the "TicketSwap" button in your order.
If tickets can be downloaded, upload the ticket manually to TicketSwap for resale.
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If downloads are delayed, use the "TicketSwap" button in your order to list your ticket for resale.
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If the option is missing, resale is not yet available. Check with the event organiser for resell updates.
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There may be several reasons why reselling is not possible yet:
If tickets are not yet downloadable and resale is not activated, resale is not yet possible.
Some tickets cannot be resold, such as deposit tickets or discounted tickets.
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Only the main booker can download and resell tickets. If you were invited to personalise a ticket, you cannot resell or transfer it.
Reselling tickets
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Some events allow personalisation later. This will be mentioned in the confirmation email. Follow these steps to personalise your ticket:
Open the personalisation email and click the link.
Create an account and log in (or log in if you already have an account).
As the main booker, select "claim/personalise" for the first ticket and enter your details.
If your name appears on the first ticket, personalisation is successful.
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No, you can only personalise one ticket of the same type per account. However, you can personalise tickets for different event days.
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After personalising your own ticket, click "invite" for the next ticket and share the link with the person using that ticket.
Repeat this step for all tickets.
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Click the link shared by the main booker and create an account (or log in if you already have one).
Enter your details and confirm. Your name will appear on the ticket once it's done.
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Go to your account, find your ticket, and click "depersonalise" to remove the name. You can then restart the personalisation process.
Tip: If your profile name is incorrect, update your name in the account settings before personalising your ticket again.
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The main booker can see all tickets in the order. Personalised tickets will display the name which has successfully been entered.
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Tickets can only be downloaded after personalisation. Only the main booker can download tickets.
Some organisers may delay ticket downloads until closer to the event. Details will be in your confirmation email.
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If you won’t be using the tickets, forward the personalisation email to the person who will be the main booker.
They can then invite others to personalise their tickets.
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Use the name on your ID. The name must match the ticket for entry.
Personalisation
My account
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Log in to your account on the event website and update your email in your profile.
Can’t find your answer?
No worries, our support team is here to help. Contact us and we’ll get back to you soon.