Welcome to the Etix Customer Support Site

We're here to help before, during and after your ticket purchase. For answers to the most common questions about orders please review these Frequently Asked Questions. If you still need assistance, please email our Customer Support team for the fastest response time.

You can also contact our Customer Support team at 1-800-514-3849.
Customer Support Hours:
Monday-Saturday: 9 am to 8 pm EST
Sunday: Noon to 8 pm EST

Frequently Asked Questions

Why do you charge convenience fees? What are they for?

Convenience fees are often added for the ease of purchasing tickets remotely (either online or by phone). Etix and its clients make every effort to keep these fees as low as possible so that the consumer does not pay more than is absolutely necessary.

Do I need to make an account to purchase tickets on your website?

No, we don’t require customers to create an account with us to purchase tickets.

I have a charge on my bank/credit card statement from Etix, but I don't remember using your service. Who are you?

We provide ticketing services for ticketed events worldwide. While most tickets are sold online, most charges that people don't recognize were made in person at one of our client's events or venue box offices.

I don't have a credit card. Can I still use your site?

Tickets must be purchased with a major credit or debit card.

Why do I get an error message that says my credit card cannot be processed when I try to purchase tickets?

The name entered under the billing information must exactly match the name on your credit card as should the billing address, including the zip code. The credit card number should be entered without spaces or dashes.

I seem to have a ‘Pending’ transaction on my account from you. What does this mean?

When a transaction fails on our site, we send the card issuer an automatic reversal for any charges that may be pending. At that point it’s up to the financial institution to issue the money back to your card—on average it takes 6-10 business days. Etix is not holding those funds. For more information please contact your card issuer.

I need a refund on my order, how do I go about requesting one?

All tickets are sold on a final sale basis. Policies defined by our clients prohibit Etix from issuing exchanges or refunds after a ticket has been purchased without their consent, which is not routinely granted.

Understanding that, you are able to request a refund if desired. Once that request is received by Etix, we will forward it on to the venue/promoter of the show/event and get back in touch with you once we have an update from the venue/promoter.
>> Email our Customer Support team to request a refund.

The event I purchased tickets for has been canceled, postponed or rescheduled. What do I need to do?

Etix will email all online customers as soon as we have been notified by the venue\promoter of an event postponement or rescheduling. This email will usually contain information regarding the new date (if available) and the refund options available to you.
If an event is canceled and not rescheduled, upon formal notification from the event promoter, we will email all online customers and refunds will automatically be applied to the credit card used by the customer at the time of purchase.

All ticketed events are scheduled to take place regardless of weather conditions. Sometimes weather or other outside considerations make the performance impossible to complete. In such instances, the event venue or the event promoter is charged with making the final determination of cancellation and refund availability. Etix will automatically issue refunds ONLY if an event is canceled in its entirety. Refunds for rescheduled shows will be provided only with the venue or promoter's consent

Never discard hard tickets for a canceled\postponed\rescheduled events as their return is often required to get a refund when an event has been rescheduled.

"One or more of your tickets has restrictions" — What does this mean?

This means that to complete your transaction you will need to enter the passcode supplied to you as part of a promotion offering discounted tickets. Passcodes are case sensitive. Etix is unable to assist ticket buyers in obtaining passcodes.

I don't have a printer. Can I still use your site?

Yes. Many clients offer delivery methods other than Print at Home. Even if Print at Home is the only option, you can still order tickets online and forward the purchase confirmation email to anyone with a computer and working printer, and they will be able to print your tickets.

I have Print at Home tickets that I bought in my name for someone else. Will this be a problem?

The name on a Print at Home ticket will not impact entry into an event. If the ticket is in someone else’s name, you will not have any issues at the door when redeeming it.

I ordered tickets but did not receive a confirmation email. What do I do?

Confirmation emails are sent immediately upon completion of the transaction. If you have spam blocking or require senders to seek approval, you may not receive it. Please check the spam or junk mail folders before contacting Etix. The confirmation email will be sent from "thankyou@etix.com."

How do I reprint my print-at-home ticket?

You will find a link to etix.com in the order confirmation email sent to you when you completed your transaction. Open that link, then click on the reprint tickets link using your username and password found in the email.
>> Reprint your Tickets.

Can I get my tickets in a PDF file?

Etix does not support PDF file formats. You can access and reprint your tickets any time through the original confirmation email.

What kind of printer, paper and ink should I use to print my tickets?

Any inkjet or laser printer using 8.5" x 11" paper will be fine. Tickets can be printed in color or black and white.

I chose Regular Mail Delivery. When will my tickets arrive?

Etix mails most ticket orders within a few days of your purchase. Tickets shipped by Etix will arrive in a plain white envelope with a Morrisville, NC, return address.

If you ordered tickets through Etix as part of a fan club offer, tickets are usually mailed out 14 days prior to the event. You should receive those no later than two days prior to the event.

My tickets are being held at Will Call. What does that mean?

Will Call tickets will be held at the event box office in the cardholder's name. Generally these tickets can be picked up one hour before the show. Please be sure to bring your confirmation (order) number, a photo ID and the credit card used at the time of sale. These items will be used to find your order and verify your identity before you are given the tickets.

Can I put an alternate name on my order?

While this is generally discouraged or prohibited, each venue has its own Will Call policy. In the event that you wish to have an alternate name put on an order
>> Contact customer support if you wish to give your order an alternate name.

I have lost or thrown my tickets away, what can I do?

If you have lost hard tickets that you received in the mail and you cannot find your tickets within 48 hours of the event please contact our customer support team.

If you have lost your Print at Home tickets, you can reprint them using the instructions found in your initial confirmation email.

How come I was on your site yesterday and was told there were no tickets available, yet today there are tickets available?

Etix does not control ticket inventory. Only the promoter\venue determines how many, if any, tickets will be held, sold or released for public sale. If a performance is listed as "Sold Out" or "Unavailable," you may want to check the site periodically to see if tickets have been released.

I purchased a ticket earlier, but now I see there are better seats open. What happened to "Best Available?"

When a customer begins the purchase process their seats are pulled out of the available inventory until they purchase them. If someone has held seats before you began your transaction, but later decides not to buy them, they are released back for sale. This is a common occurrence, especially during the on-sale of a popular event.

The website says that tickets are "Sold Out." What does that mean?

When tickets are sold out, there are no tickets remaining for the event through Etix. In some instances, tickets may still be available through the venue box office. You should contact the box office directly to inquire about any remaining tickets.

The event just went on sale, why are there no tickets available?

Just like you, thousands of other customers may be trying to purchase tickets. During a very popular on-sale, it is possible to receive a message that says seats are currently unavailable. If a customer begins the purchase process and decides not to continue, their seats are released back for sale.