Member help
Answers to the questions we're asked most.
Running a venue? Venue help
They're on the My Tickets tab, on the website and in the Ticketyboo app, once you've signed in. In the app, they open even without a signal.
Each booking also comes with a confirmation email that has your tickets in it. You can show either at the door. Lost the email? Choose Email me these tickets beside the booking on My Tickets and we'll send it again.
If the venue cancels the performance, you get everything back, booking fee included, without having to ask.
If the venue moves the performance to another time or room and you can't make it, tell the venue and it will refund your whole booking, booking fee included. The same goes if it can't meet the access needs you gave when you booked.
If you can't go, ask the venue. A refund is its decision, and the booking fee isn't returned.
Refunds go back to the card you paid with. Card networks usually take a few working days after we send it.
Tell the venue as soon as you can. Your tickets are yours alone and can't be passed on or resold, so asking the venue is the only way to release them.
Whether it refunds you is the venue's decision. If it does, the booking fee isn't returned. The venue's email address is beside your booking on My Tickets.
Tell the venue when you book. At checkout, choose Access needs? Tell the venue and tick any that apply. We email the venue straight away and they go on the door list for that performance. You can also choose to share your email address, so the venue can contact you about them.
If the venue can't accommodate them, it will refund you in full, booking fee included.
Already booked, or need something that isn't on the list? Contact the venue directly. The venue's email address is beside your booking on My Tickets.
When a performance has sold out, or a long-running show has nothing on sale for now, the show's page offers Express Interest. Choose it to tell us you'd like tickets if more become available.
On a sold-out date, it's for that date. On a long-running show with nothing on sale, it's for any date, so we'll email you when tickets go on sale for any date. You can do both.
If the venue puts more tickets on sale, we'll email you once. It doesn't hold a ticket for you or give you a place in a queue: everyone interested hears at the same time, and whoever books first gets them. The venue sees how many people are interested, but not who.
Missed them, or want to hear about the next lot? Choose Express Interest again on the show's page or on My Tickets. Changed your mind? Choose Withdraw in the same place.
If you're paying for your membership, cancel it on the website: open your profile and choose Cancel membership under Membership. Before you confirm, we'll tell you what happens. Within 14 days of subscribing, your membership ends straight away and we refund the days you haven't used. After that, you keep access until the end of the month you've paid for, and you won't be charged again. If your last payment didn't go through, your membership ends straight away and we won't try to take that payment again.
If you're on the free beta, there's nothing to cancel. You pay nothing, and your free membership ends when the beta does.
Either way, the tickets you've already bought stay yours. Cancelling doesn't delete your account. To do that, use Delete your account on your profile.
If we've suspended your access, we'll have emailed you, and the screen you see when you sign in says so. You can't browse or book while it lasts. The tickets you've already bought are still yours, unless they're part of the reason, and if you were paying, we've stopped charging you.
To find out why, or if you think we've got it wrong, write to us in the box on that screen. A person reads it and looks at the decision again.
There's no password. We sign you in with a code we email you: enter the email address you joined with, then the six-digit code from the email. If it hasn't arrived after a few minutes, check your spam folder, then ask for a new one.
Still stuck? Member Terms §14 tells you how to reach us.
Didn't find your answer?
Ask us with Get help, or tell us what you'd change with Send feedback. You'll need to sign in for either.