Help

I am unable to login or I can`t remember my login details

You will need to login using the email address you entered when you first created your account. Check that this, together with the password you are entering, are correct. Your password is case sensitive, so please ensure you enter UPPER or lower case as relevant to your account.

If you need to be reminded of your email address, click the `reset it` link underneath the customer login. You will need to enter the email address that you are registered with, allowing us to email you a link to reset your password.

Why do I have to register?

If you are purchasing tickets from us you will need to register your personal details in order to receive your order confirmation and tickets.

The cardholder’s address is needed for security checks and to receive posted tickets.

Your email address is needed to provide you with your order confirmation, your e-ticket codes or your ticket numbers and Royal Mail track and trace number.

If you provide a mobile number, we will text you confirmation of your e-ticket code.

I can`t go to the event anymore so can I have a refund?

Unfortunately, tickets cannot be exchanged or refunded under any circumstances unless an event has been cancelled (see below).

What happens if an event is cancelled or rescheduled?

Cancelled events

If an event is cancelled you will be contacted via email as soon as we have received notification from the event organiser. If you then reply by email or by calling us on 0121 472 6688 (office hours) or 0844 870 0000 (24 hours), we can complete the refund for you by reversing your original transaction.

Please note: Although we will email you if we hear an event is cancelled, it is your responsibility to check before you travel that the event is still going ahead.

Due to bank and admin charges, we are only able to refund the face value of each ticket purchased and it may take up to five working days for the credit to appear back in your account (see our terms and conditions for more)

Rescheduled events

If an event is rescheduled you will be contacted via email as soon as we have received notification from the event organiser. You will be given the option to attend the rescheduled event. If the tickets were e-tickets, a new door collection code may be issued to you. Posted paper tickets may be valid for the new date but if not, you may need to return them to us so we can issue new ones. 

If you do not wish to attend the rescheduled event and would like a refund, please email or call us on 0121 472 6688 (office hours) or 0844 870 0000 (24 hours), so we can complete the refund for you by reversing your original transaction.

Please note that due to bank and admin charges, we are only able to refund the face value of each ticket purchased and it may take up to five working days for the credit to appear back in your account (see our terms and conditions for more)

I have lost my ticket so what should I do?

Postal Tickets

If you have been sent paper tickets and you have lost them after receipt, unfortunately no refund can be given and you will need to buy a replacement ticket. This is because there is no way of tracing your tickets on the door to see if they have been used or not.

E-Tickets

If you have bought an e-ticket, you can either login to your customer account to see your door collection code, check the text message you were sent, or if you have not provided an email address, then call us on 0844 870 0000 so we can confirm it over the phone for you.

 

I`m not sure if I have made a payment?

If your order has been accepted, you will receive an order confirmation email from us within a few moments. If you don't get this, please check your junk or spam folders (and add us to your safe list for next time!)

If you used one of our payment providers (Nochex or PayPal), they will send email confirmation thanking you for your payment. This email does not contain your e-ticket code.

E-tickets:

You will also receive a text message (if you entered a mobile number) and an e-ticket email giving your 3 or 4 digit door collection code.

Paper tickets:

If you have booked a paper ticket, you'll receive a second email when the ticket is packed, giving the details of your ticket numbers together with the Royal Mail Track and Trace number if applicable

 

If this is not the case then please call us on 0121 472 6688 (office hours), or 0844 870 0000 (24 hours), stating that you have already registered online and we will be happy to complete your order over the phone.

I have paid but not received an email confirmation?

Please check in your customer account that you have entered your email address correctly. If incorrect, please call us on 0121 472 6688 (office hours), or 0844 870 0000 (24 hours) so that we can re-send the order confirmation for you.

Please also check your junk mail folder as receipts may be filtered there. Please add us to your 'safe' list so future messages get through.

For future reference, if you login to your account, you can actually check and update your personal details together with checking your own door collection code and awaiting postal tickets.

How to order tickets

1. Locate the ticket you want using the search facility.

2. Select how many tickets you want to order and whether you need paper or e-tickets

3. Tick the box to have your e-ticket code text to your mobile (when applicable) then click 'proceed to checkout'

4. If you have already ordered with TheTicketSellers before, enter your email & password to login, alternatively, fill in your details then click `CREATE ACCOUNT`

5. On the next page, check your details are correct then choose either the Nochex or Paypal button to pay for your tickets. Please note that you DO NOT need to register an account with either of these companies (unless you are placing a high value order). Look on the page where you can proceed without registering an account with them.

6. You will receive a confirmation email from the payment provider and another email from us with your order details.

7. You will then have your e-ticket code text or emailed to you or your paper tickets sent out

Searching for tickets

You can use the `search` facilities situated in light blue bar across the top of the site. Here you can search using any bit of information such as venue, artist or name of event. As you type in the word you are searching with, a list of suggested events will appear. You simply look down this list then click on the event you want to order tickets for - this will then take you to the `buy tickets` page where you can start making your order.

For a more specific search, click on `buy tickets` which is situated towards the top right hand side of the page. Once clicked, underneath this button is the `refine tickets` search option. Here you can search by region, music genre, date of event or student event. This will bring up a shorter list and will be quicker to locate the event you want to order for. Once found, click on the event then click `buy tickets` which is at the end of the event listing.

Alternatively, next to the `search` feature you can click on `browse genre`, which will list all music styles available through the site.

Buy tickets

Click on the `buy tickets` button situated towards the top right hand side of the site. Once clicked, there will be a long list of events on the left hand side. If you can`t find the event you want, use the search facilities (see above). Once you have found the event you want to order for, click on `buy tickets` found at the right hand side of the event listing. Here you will be asked to select the tickets you want; on most events you can choose from standard or VIP & paper or e-tickets - make your selection then click `add to trolley`. On the next page, please check that you have ordered the correct tickets, select the postage you require or opt to have your e-ticket code text to your mobile. Once you are happy that this is correct, simply click on `proceed to checkout`. If you are already a registered customer, fill in your email address and password then click `login`. If this is your first order, fill in your details making sure you put in the exact address that appears on your bank statement as any errors may cause your card to be refused (please make sure you add your mobile number if you have one, as we can text you your e-ticket code when applicable) - once done click `create account`. This will then take you to the `checkout` page where you can make sure your card address and mobile number is correct, then choose your method of payment: debit/credit card or paypal.

Deposit & Pay-as-you-go tickets

Deposit tickets

For these tickets, you will simply pay a set deposit and balance. The booking fee will usually be split over both payments. Select the deposit part and pay as usual.

When you are ready to pay the balance, log into your customer account (use the customer login link at the top of the website), and you will see a link to pay off the balance.


Pay-as-you-go tickets

For these tickets, you will pay an initial amount (usually 20-30% of the full ticket value) and all of the booking fee up front.

You will receive a confirmation email that may contain your e-ticket code.  Please note that this ticket will not be valid until full payment is made. 

To make further payments, simply log into your customer account (use the customer login link at the top of the website), and you will see a link to pay off the balance.  You can pay off this balance in one go, or in several incremements.  You choose the amount each time.

The deadline for paying off the balance will be clearly displayed.  Please ensure you have completed payment by this date as very often, incomplete payments are non-refundable. 

Calling an 0844 number

Although we charge a very low rate for ringing our 0844 number (5p per minute from a BT landline), calls to this number are higher from mobiles.

You may choose to ring our office on 0121 472 6688 instead, but please note this number is only manned between 9am and 5.30pm Monday to Friday, and 11am to 5.30pm on Saturdays.