Ticketing FAQs

Where do I go to create a Ticketfly account? Where do I go to access my account?

You can create a new account, as well as access your account history here

What is the promo code?

The promo code is where you enter your member id number. This grants you access to the member-only pre-sale, as well as a member discount on tickets purchased throughout the season.

Why do I keep getting the error message “There may be a problem with your payment information. Please double check this information and try again?”

This means that either the billing address or CVV entered are not consistent with what your bank has on file. Please verify this information with your card issuing bank and try again.

Oh no! I typed in the wrong shipping or email address in my order! What do I do?

Simply contact customersupport@ticketfly.com with your corrected information. Please supply us with your order confirmation number when you contact us. If that is not available, please give us the first and last name on the order, as well as the exact event, so we can track it down. We hold all standard mail orders for 24 hours before sending, so you have a day to get us a corrected shipping address.

It’s been more than 24 hours, and I still don’t have my confirmation email or my print at home tickets. What should I do?

First, please check your spam filter. These will be sent to you from the address memberservices@ticketfly.com, so you may also search your email for mail from this address.

If you still can’t find it, please email us at customersupport@ticketfly.com and one of our agents will troubleshoot this with you. Please have your order number handy when contacting us. If you do not have this, please give us the first and last name used to place the order, as well as the exact event in question, and we will use that to track down your order.

It has been more than 14 days and my tickets still have not arrived in the mail?

The tickets arrive in an unmarked white envelope (so no one knows that there are valuable concert tickets inside). It’s possible that you’ve received the tickets already but you just don’t know it. Please check if there is any unopened mail in your home with a San Francisco return address.

If your tickets haven’t arrived it is possible that their delivery has just been delayed. The postal service may be dropping them off any day so you may just want to wait a little longer. If you would rather not wait please contact customersupport@ticketfly.com and we will assist you with an alternate delivery method.

My computer crashed / the site froze / my power went out / etc, when I was trying to place my order, and I’m not sure if it went through. What should I do?

First, please do not attempt to place another order.

When you click the Purchase button, the information you entered is sent to the payment processor, no matter what your internet browser may be up to. Even if your browser displays some sort of error message, it’s possible that your order did go through. The following are some simple task you can do to be sure that your order did, or did not, go through.

  1. Check your email. Ticketfly will send you a confirmation email once your order is complete so be sure to check your Inbox. Don’t forget to check your spam or junk folders as well!
  2. Check with your bank. Your credit card is charged in real time so your online statement will reflect whether or not your bank was contacted for the payment request. If you can’t check online, please call your bank asap.

If you do not receive a confirmation number (in the form of a confirmation page or email) after submitting payment information, or if you experience an error message or service interruption after submitting payment information, it is your responsibility to confirm with Ticketfly Customer Service whether or not your order has been placed. Only you may be aware of any problems that may occur during the purchase process. Ticketfly will not be responsible for losses (monetary or otherwise) if you assume that an order was not placed because you failed to receive confirmation.