Backline

Top FAQs

How do I notify you of a change of address?

IMPORTANT:  Any tickets that are already in the dispatch process cannot be altered and will automatically go to the address you provided to us when you made the initial booking.

***Please follow the below instructions carefully and ensure that you include all the required information in your change of address request***

To submit a change of address request, If you haven’t already, type something into the search bar above and hit Ask, then click on one of the search results. From there, you’ll see the Contact Us tab appear just above.

Please complete the details on the form as requested, entering the existing billing address in the address fields. In the ‘Question’ field, type ‘change of address’ followed by the new billing address and the last four digits of the card used to pay for the booking.

If you wish to update your address on more than one existing booking, please note that you should submit a separate form for each order. Ticketweb cannot be held responsible for tickets being sent to an incorrect address if a request for more than one existing booking is submitted via the same form.

For security reasons, all details required are mandatory and any new address will not be changed until you are able to supply all the information and we are satisfied that we are dealing with the account holder.

Where are my tickets?

Ticketweb aims to dispatch all tickets as soon as possible, but in some cases, tickets will not be dispatched until closer to the event.

In any event, we aim to get the tickets to you within three days of the event. We are not always able to be specific with exact delivery dates so please allow as much time as possible for your tickets to arrive.

If you selected the TicketFast print at home option at the time of booking and have not received your tickets, please log into your My Account and you will be able to print off your tickets from there.

If you haven’t already, type something into the search bar above and hit Ask, then click on one of the search results. From there, you’ll see the Contact Us tab appear just above.

Please include your confirmation code, if known, and the name and postcode the booking is under.

How does Ticketfast work?

Once you have made a booking and selected Ticketfast as your delivery method you will receive two separate emails; one containing your order confirmation and the second with your tickets attached in a PDF file format. You can also access your tickets in your online Ticketweb account.

All you need is Adobe Acrobat Reader, which you can download for free.

Save this attachment onto your computer. You now have your tickets stored and you can either print then out now or later.

Can I have a refund or exchange on my tickets?

We can’t offer any exchanges or refunds unless your event has been cancelled, however, if you can’t make it to your event you may be able to list your tickets on our Ticketweb Resale site – click here to find out how!

Please note: before buying tickets it’s really important to double check all the event details and make sure you’re 100% happy before going ahead.

Changing Your Details

My ticket details are incorrect, what can I do? If you have received your tickets and have noticed a discrepancy, please contact our customer service department immediately. Please note you must contact us prior to the event in order to give us the opportunity to rectify the situation. This will not be possible after the event has passed. If you need help to answer a question, If you haven’t already, type something into the search bar above and hit Ask, then click on one of the search results. From there, you’ll see the Contact Us tab appear just above., or call Customer Services on 0333 234 3873. Can I have a refund or exchange on my tickets? As part of the Terms of using this site we regret that we cannot exchange, refund or transfer tickets unless the event in question has been cancelled or rescheduled.

Box Office Collection

Where can I collect my tickets? Most of the venues and promoters we sell tickets with offer “Box Office Collection” as a means of receiving your tickets. This method allows you to pick up your tickets in person at the event box office, usually at the venue itself when the doors open. If the option to select this method isn’t available for an event, the facility is most likely not permitted by the event organisers or disabled until the last few days before the event to keep collection queues down to a minimum. As there is no guarantee that tickets will still be available at this point, we recommend you select a post out option rather than wait. Also… As a rule for most events, collection will be available on the night of the event at the venue box office, from when the doors open. However, please be aware that Box Office Collection hours and arrangements can occasionally vary.  You’ll need to bring… In order to pick up your tickets the cardholder must be present and provide:

  • The card used to purchase the tickets
  • The confirmation code or print out of the confirmation page or email
  • A signature upon collection

I am not attending the event I have booked for – can someone else collect my tickets instead of me?

If your tickets are set for box office collection and you are not attending the event, certain venues will allow for someone else to collect the tickets instead of you on presentation of a letter of authorisation completed by yourself.

All Ticketweb venues accept letters of authorisation except The O2 Arena in London and the Indigo2.

Please complete and sign the letter of authorisation template that is attached and give this to the person who is attending to present at the box office along with their specified ID.

Letter of authorisation template

How do I notify you of a change of address?

IMPORTANT:  Any tickets that are already in the dispatch process cannot be altered and will automatically go to the address you provided to us when you made the initial booking.

***Please follow the below instructions carefully and ensure that you include all the required information in your change of address request***

To submit a change of address request, If you haven’t already, type something into the search bar above and hit Ask, then click on one of the search results. From there, you’ll see the Contact Us tab appear just above.

Please complete the details on the form as requested, entering the existing billing address in the address fields. In the ‘Question’ field, type ‘change of address’ followed by the new billing address and the last four digits of the card used to pay for the booking.

If you wish to update your address on more than one existing booking, please note that you should submit a separate form for each order. Ticketweb cannot be held responsible for tickets being sent to an incorrect address if a request for more than one existing booking is submitted via the same form.

For security reasons, all details required are mandatory and any new address will not be changed until you are able to supply all the information and we are satisfied that we are dealing with the account holder.

Accessible Seating

It’s unusual for Ticketweb to sell accessible seating for most events. If ever we can provide a booking facility for accessible seating the event itself and ticket description will clearly state this. If we have any information on the arrangements for a particular event we’ll post an answer on our help desk so you can take a quick look there. It’s usually the preference for the venue or event organisers to handle these bookings themselves so we always recommend contacting them directly in the first instance. For disabled access enquiries for any of the O2 Academy venues or the O2 Shepherds Bush Empire, you’ll find the relevant contact information below. To book tickets for O2 ABC Glasgow Please purchase a standard ticket for yourself. Once you have purchased a standard ticket please call the Box Office on 0141 332 2232 ext 2: 12:00-17:00 Monday to Friday and 10:00-14:00 & 15:00-17:00 Saturday to discuss arrangements and organise your companion ticket should one be required. To book tickets for O2 Academy Birmingham Please email daniel@o2academybirmingham.co.uk with your access requirements and the show you wish to see in order to make a booking. All e-mails will be responded to within 2 working days. To book tickets for O2 Academy Bournemouth Please book your ticket through www.ticketweb.co.uk and then contact the venue on 01202 399 922 or info@o2academybournemouth.co.uk to discuss arrangements and organise your companion ticket should one be required. To book tickets for O2 Academy Bristol Please book your ticket through www.ticketweb.co.uk and then contact the venue on 0117 927 9227 or mail@o2academybristol.co.uk to discuss arrangements and organise your companion ticket should one be required. To book tickets for O2 Academy Brixton Please contact the venue 10:00–18:00 Monday to Friday direct on 020 7787 3129 or email disabledbookings@o2academybrixton.co.uk to make a booking. To book tickets for O2 Academy Glasgow You can book your standard ticket through www.ticketweb.co.uk. Once you have purchased your standard ticket please contact the venue on 0141 332 2232 or mail@o2academyglasgow.co.uk between 12:00–17:00 Monday to Friday and 10:00–14:00 & 15:00–17:00 on Saturdays to discuss arrangements and organise your companion ticket should one be required. To book tickets for O2 Academy Islington and O2 Academy 2 Islington Please book your ticket through www.ticketweb.co.uk and then contact the venue on 020 7288 4410 or email disabledbookings@o2academyislington.co.uk to discuss arrangements and organise your companion ticket should one be required. To book tickets for O2 Academy Leeds Please contact the venue directly via email disabledbookings@o2academyleeds.co.uk with your access requirements, telephone number and the show you wish to see in order to make a booking. A small percentage of access tickets will be available through presale (but these will not be processed until the on-sale date- please include details of your presale eligibility when emailing) and the rest of the tickets can be booked from the general on-sale time, and cannot be reserved before this. To book tickets for O2 Academy Leicester Please book your ticket through www.ticketweb.co.uk and then contact the venue on 0116 223 1181/0116 223 1122 or email boxoffice@o2academyleicester.co.uk to discuss arrangements and organise your companion ticket should one be required. To book tickets for O2 Academy Liverpool Please contact the venue direct on 0151 707 3200 or email boxoffice@o2academyliverpool.co.uk to make a booking. The Box office is open from 11:30-17:30 Monday to Saturday. To book tickets for O2 Academy Newcastle Please contact the venue direct on 0191 260 2020 or email boxoffice@o2academynewcastle.co.uk to inquire about availability and provide them with information on any requirements you have. To book tickets for O2 Academy Oxford Please contact the venue direct on 01865 813 505 or email boxoffice@o2academyoxford.co.uk to check the accessibility for your needs. Spaces may be limited and will be sold on a first come first served basis. To book tickets for O2 Academy Sheffield Please book your ticket through www.ticketweb.co.uk and then contact the venue on 0114 253 7782 (11:00-16:00 Monday to Friday) or disabledaccess@o2academysheffield.co.uk to discuss arrangements and organise your companion ticket should one be required. To book tickets for O2 Shepherds Bush Empire Call the Box Office Manager on 020 8354 3300 between 10:30-17:30 (Monday-Friday). Spaces are sold on a first come first served basis.

Can you change the delivery of my tickets to Ticketfast?

For some venues we are able to send tickets out by email instead of by post. However you have to select this at the time of booking as the delivery option, as it can’t be added later. 

Not all venues can offer Ticketfast tickets, so if only postage was available it means we were unable to send the tickets as email.

Booking Confirmation

You’ll be issued with a confirmation code on completion of your booking. This will be displayed on the confirmation screen and sent to you by email using the address you provide. Please keep this safe, as it will come in useful should you need to contact us. If you didn’t receive a confirmation code and would like to check whether your order was successful, type something into the search bar above and hit Ask, then click on one of the search results. From there, you’ll see the Contact Us tab appear just above.. Try and include as much detail as possible; and please tell us the event name, date and venue.

Share post