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User Guide

Buyer FAQ

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Buyer FAQ

Quick answers about buying tickets and using your account.

Account & login

Do I need an account to buy tickets?

You can browse Tickets and open event pages without logging in. You need an account when you reach checkout and pay.

Can I look at events without signing in?

Yes. Click Tickets, open any event, and pick tickets or seats. When you click Checkout, you'll be asked to Login or Register before payment.

Why does login ask for my email first?

Enter your email and click Continue. If you already have an account, enter your password and click Sign in. If you're new, fill out registration and click Create Account.

Can I sign in with Google or Apple?

Only if those buttons show on the login page (Continue with Google or Sign in with Apple). You can link or unlink them later under My Account → My Profile.

I registered but can't log in.

Check your email for a password setup link. Open it, set your password, then go back to Login and sign in. Check spam if nothing arrives within a few minutes.

I bought tickets under a different email. How do I see them?

Link that email under My Account → My Profile → Linked Email Addresses. Click Add Email, verify from the confirmation email, and matching orders should show up.

How do I change my password?

Go to My Account → My Profile → Change Password, or use Forgot Password? on the login page.

Buying tickets

Where do I find events?

Click Tickets in the main navigation and browse the list.

How do promo codes work?

If the event page has Enter Promo Code, type your code and click Apply. The discount shows in your cart summary. Click Clear to remove it. Promo codes have to be applied on the event page before Checkout — you can't add them on the payment page.

How does assigned seating work?

If the event shows a seat map, click available seats or use Best available (when that button appears) to auto-pick seats. Selected seats appear in your cart. When you're done, click Checkout, review the summary, and pay.

What payment methods are accepted?

Checkout uses a card form (credit or debit). Fill it out and submit payment on the checkout page.

I started checkout but didn't finish paying.

Open My Tickets and look for the unpaid order with Complete Payment, or use Complete Payment from your notification bell. Finish before any hold on your tickets expires.

After you purchase

Where are my tickets?

Log in and open My Tickets (or My Account → Ticket Orders). Click your order to see individual tickets, wallet buttons, and transfer options.

Can I change the name on a ticket?

Yes. Open the ticket in your order and click the pencil icon next to the holder name. Enter the new name in Update Ticket Holder Name and save.

Can I get a PDF instead of a wallet pass?

If you see Download PDF on the order page, you can use that. Some events are wallet-only and won't offer a PDF.

Can I get a receipt?

On the order detail page, use Download Receipt or Email Receipt.

Digital wallets

Should I use Apple Wallet or Google Wallet?

Use the wallet that matches your phone. iPhone: Add to Apple Wallet. Android: Add to Google Wallet.

Why won't my ticket add to my friend's Apple Wallet?

Wallet passes stick to the account that downloaded them. Transfer the ticket to your friend first. They accept it and add it from their own account. See Apple Wallet troubleshooting and Google Wallet troubleshooting.

Will a screenshot work at the gate?

No. The QR code changes over time. Screenshots and printouts won't scan. Use the live pass in Apple Wallet or Google Wallet.

My secure ticket link says expired or invalid.

Links can expire or be limited to one use. Contact event support for a new link, or log in and check My Tickets if you already have an account.

Transfers & claims

How do I send a ticket to someone?

Open the ticket in My Tickets and click Transfer, or use Transfer Tickets for multiple. Enter the recipient's email and confirm. See Transferring Tickets.

How long does the recipient have to accept?

Pending transfers expire after 7 days. The ticket comes back to you if they don't accept in time.

Someone sent me a group claim link — is that the same as a transfer?

Not quite. A group claim link lets you pick up tickets a group purchaser assigned to you. A transfer moves a ticket from one account to another. See Group Portal and Ticket links & claims.

I received a free ticket or voucher link. What do I do?

Open the link from your email, log in or create an account if asked, and follow the on-page button (Claim My Free Tickets, Redeem Voucher & Get Ticket, etc.). See Ticket links & claims.

Bookings & camps

How are bookings different from ticket events?

Bookings reserve a date and time slot (ice time, a tour, etc.). If you see Bookings in the nav, open it, pick a slot, and click Confirm booking. See Bookings.

Where are my camp registrations?

If you registered for a camp, check My Account → Camp Orders (or Orders if that's the only order tab on your site). See Camps.

Refunds & cancellations

Can I request a refund myself in my account?

There's no refund button for standard ticket orders. Refund rules depend on the event organizer. Contact them using the info on the event page or in your confirmation email.

How will I know if I got a refund?

You'll get a refund confirmation email if one is processed. The money goes back to your original payment method. Timing depends on your bank or card issuer.

Can I cancel a booking myself?

If the booking page allows it, open My Account → My Bookings, find your reservation, and click Cancel. The page tells you whether cancellations are allowed and if you get a refund. See Bookings.

Are service fees refunded?

That depends on the organizer's policy. Check the event page and your confirmation email.

Event changes & game day

The event was postponed or cancelled. What happens?

The organizer will email you with next steps — new dates, exchanges, or refunds. Check your inbox and spam folder.

What should I bring to the venue?

A charged phone with your ticket in Apple Wallet or Google Wallet. Get there a few minutes early in case the QR code needs a moment to refresh. See Game Day.

My QR code won't scan.

Turn up screen brightness, open the pass in your wallet app (not a screenshot), and wait a few seconds for the code to refresh. If it still fails, go to guest services with your order confirmation email. See Troubleshooting.

Still need help?

Try Troubleshooting. For event-specific questions (refunds, schedule, accessibility), contact the organizer listed on the event page.