FAQs

Of course. You can call our telephone booking hotline on 0844 412 4642 (+44 115 896 3050 from outside the UK) 24 hours.

We only take payments by credit or debit cards. We accept Visa, Delta, MasterCard, JCB, Electron, Switch and Solo cards. We regret that we do not accept American Express or Diners Club cards. We can not except payments by cash, cheque or postal order. If you wish to pay by these methods, you should contact the venue directly to see if they can help.

Our 24 hours ticket sales hotline is 0844 412 4642 (+44 115 896 3050 from outside the UK) 24 hours. Contact Customer Services Online here if you wish to make an enquiry about your existing order.

They are available to read in full on the final page of the booking process. If you wish to read them again, just click here.

The best way to book any special seating requirements is to call us on 0844 412 4642 (+44 115 896 3050 from outside the UK) 24 hours.

Many venues handle disabled bookings directly, as they need to talk to the customers to determine specific needs and therefore the best seating/allocation. If this is the case, we'll usually be able to provide you with the venue's direct phone number. For some venues, we can book accessible seats, but again, we prefer to speak to customers to ensure they are given the best options regarding their requirements.

For these reasons, most events are not set up to book disabled tickets online, for which we apologise. So please, give us a call and we'll do what we can to help.

Payments made to us will appear on your card statements as "ENTS24 TICKETS"

Once you have completed the booking form and submitted your order, you will get an email confirmation from us - please ensure that you enter your email address correctly when booking.

Your email confirmation will show details of your order including: show, date, venue, number of tickets and booking reference.

Many email account providers offer a filter service to protect you from unwanted junk mail or 'spam'. It is possible that your email confirmation from us has been mistakenly filtered by this service; so if you do not receive email confirmation from us within 48 hours, please check your Junk Mail and/or Deleted Files folders first. If you still cannot find your confirmation email, you can request for it to be resent - by logging into our Customer Services area here.

It is not always possible to post tickets overseas. You will need to collect them at the venue, if:

- the tickets would normally be despatched by secure mail (£4.80 or higher transaction fee), or
- the event is less than 20 days away.

In the event that your tickets are set for collection, we will email you to advise you of this. If you are unsure, please Contact Customer Services Online by logging into our Customer Services area here to confirm whether or not we will be posting your order. If you do have to collect your order, you will need to bring the card you used to pay for the tickets and your order reference number.

You can also request your order for collection instead of posting, just use the contact link above to ask us.

The price of a ticket is set by the event organisers. They don't pay us anything to sell their tickets, so in order to function Ents24 has to charge on top of the face value of the ticket. We do this on a per-ticket basis to allow us to provide a 24/7 booking service and order processing, this also covers our staff, customer services, credit card commissions and all the other costs associated with running our business. The actual amount we charge is negotiated with the venue or promoter for each individual event, and it non-refundable in the event of a cancellation.

The transaction fee covers the costs of processing orders, printing, packing and delivering the tickets to you. This fee also applies to tickets arranged for collection at the venue. The transaction fee applies per order not per ticket. If you purchase six tickets, you only pay one transaction fee. The transaction fee will vary depending on what type of postage we are being asked to use by the event organiser and these costs are reflective of the amount that Ents24 are charged by despatch companies. First class post and courier delivery prices will vary accordingly. Ents24 only send tickets securely for events that do not issue duplicate tickets in the event that tickets get lost in the post. This fee may also be applied to both print at home and e-tickets to cover the cost of deploying technology and/or staff to the venue site.

Yes it is. For security when booking, your details are transmitted using industry standard 128 bit SSL (secure socket layer) encryption. You'll need to be using a browser compatible with SSL (most modern ones are).

Unfortunately for some events, demand for tickets far outweighs the number we can supply. Tickets are sold to customers on a first-come first-served basis, and we do not operate a waiting list for cancellations.

Unfortunately not. Tickets purchased from Ents24 are strictly non-transferable and non-refundable. The only time we would offer a refund is if the event is cancelled, moved to another date, or if details of the event are significantly changed after an order is placed (significant changes being a change of headline act (concerts only) or venue).

Some shows have a limit on the number of tickets one customer/household/card-holder can purchase. These limits are set by promoters and organisers, not by Ents24 Tickets. If you attempt to purchase over the show limit using the same name, address or card number, Ents24 reserve the right to cancel your order at any time without notice. If you are only being allowed to purchase one ticket for a seated event, this indicates there may only be single seats available in the auditorium. If you do not wish to sit on your own, please do not book, as we will be unable to exchange your seat or offer you a refund.

You get one automatically as part of the booking process. If you buy online we'll send you a confirmation email that will include a booking reference number. If you buy over the phone we'll give you your booking reference at the end of placing your order. You'll need your booking reference if you want to track the progress of your order using our ticket tracker, so keep it safe.

Resend your confirmation email, which includes your reference number by logging into our Customer Services area here

If you don't receive your confirmation email, please allow up to 6 hours for it to reach you at busy periods and also check it hasn't gone into your junk mail folder.

If you still have trouble getting your confirmation email, you can check your order has gone through by logging into our Customer Services area here and use the option on the next page to resend your confirmation email.

You can retrieve your reference number from our customer Services area here by selecting "Forgotten your details" and entering your email address. A reminder of all your previous orders will be emailed to you.

You can change your address online by logging into our Customer Services area here. Click on 'I want to change my delivery address' in the section 'Your Details'.

If you have forgotten your details or are experiencing any other problems then log in below to access our Contact Customer Services online form at the bottom of the page here.

The best way to find out where your tickets are is to use our ticket tracker after logging in here here. You'll need your booking reference number (contained in the confirmation email we sent you when you ordered your tickets or given to you verbally if you ordered using the phone) and your email address. Just follow the on screen instructions and you'll soon find what stage your order is at.

A 'fault' may appear on the order if you have contacted us and are expecting a Customer Service call back. This could also be if you have requested an address change and it has been unsuccessful.

If you haven't contacted us at regarding your order and you can see a 'fault', please contact us online with your order by logging in here.

We regret that we cannot exchange, refund, transfer or return tickets unless the event in question is cancelled or details of the event are significantly changed (for example venue, date etc.)

Unfortunately not. Ents24 has a policy of no refunds or exchanges. The only exception is if the event is cancelled or rescheduled.

As soon as an event is officially cancelled we'll contact you via the contact details you gave us when you booked your tickets, and explain what happens next. If a show is being rescheduled, you will be given a choice between attending the rescheduled event or getting your money back. If you have the tickets in hand, you may be asked to return them to us before we can issue a refund.

If you prefer, you can usually ask us to send your tickets straight to the venue box office for you to collect. Sometimes, if the show is coming up very soon or for other reasons, Ents24 may ask you to collect your order if we can't get it to you by post. In this case, you will need to present the credit or debit card you used to pay for the order, and the reference number at the venue box office. We recommend that you keep your email confirmation and print a copy as further proof of your purchase.

We can not organise for another person to collect your order on your behalf. The card-holder needs to collect and produce the credit card used to make payment and sign a receipt. This is part of the credit card merchant agreement and is in place to protect both Ents24 and the card-holder from potential credit card fraud. If someone else tries to pick up your tickets, or you don't have the card with you, Ents24 can not guarantee that the venue will release the tickets.

Before you do that, are you sure you need to? Most of the questions our customer service people get asked are answered here or elsewhere on this site. However, if you do need to speak to our customer service people then start by logging in here and contacting us online.

Track your order by logging in here, using your booking reference and email address. This will show details confirming your order and whether your tickets have been mailed out to you yet. Most orders will be sent 7-10 days before the show, so if it's still a while off, don't panic.

Tickets for the majority of shows are sent around 7-10 days before the event. This is done to try and help Ents24 and event promoters combat ticket re-sale, forgery and loss. Unfortunately it is not possible to get your tickets despatched on request. Due to the high number of tickets we despatch on a daily basis, it is not possible to print and send an individual booking.

Depending on the transaction fee that was charged, they will be sent in one of five ways. We use a courier company (one that uses the same procedure for the delivery of UK passports and other government identification documents) or Royal Mail Special Delivery for tickets that can not be replaced. Other tickets are sent by Royal Mail First Class if it's within 14 days, or Second Class post if it's more than 14 days. We also offer Print at Home tickets for selected shows, if this applies you will be given the option at the time of booking, and we'll send you an email containing a secure link to your tickets. With the exception of Print at Home orders, the type of postal service can not be changed or upgraded. Due to the volume of orders we print and despatch in any one day, it is not possible to locate an individual booking in the system and make this change. If you select Print at Home and then have problems e.g. not receiving the email, the link is broken, your printer is out of ink etc., contact us here and we can usually arrange to have your order posted instead.

The first thing to do is let us know. Use our contact form here and give us as much detail as possible - what tickets you have received, or if something is missing, what ticket numbers have you got? Obviously you need to contact us before the event - we can't rectify things retrospectively. We'll then do our best to make sure you have everything you need in plenty of time for the show.

Unfortunately Ents24 cannot replace lost or stolen tickets.

If you have mislaid your tickets or think they have been stolen, the first step is to contact us here and we'll see what we can do to help. However, Please note most types of tickets can not be replaced due to loss.

For example most general admission or standing tickets cannot be reissued as that might mean the venue would exceed its capacity, contravene health and safety and therefore jeopardise it's license. The good news is that for some events, tickets can be reissued and in this case they're usually left at the box office for collection. You may be asked to complete an indemnity form stating you have lost the tickets.