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Online help


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Frequently asked questions


Overview


  • FAQ
    General questions

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    1. » Are the ordered seats always next to each other?

      We guarantee that seats ordered are next to each other as long as these are placed in the shopping basket together.

    2. » Are VIP tickets also available from alltickets?

      Yes, we also brokering VIP tickets. If these are not displayed in the web shop, feel free to contact us. We will then try to obtain the required seats.

    3. » Can alltickets also sell my tickets?

      The services provided by alltickets also includes the sale of tickets held by
      private individuals. You can ask us if we would be interested in
      selling your tickets. The sales contract will only come into effect if alltickets
      has agreed to the sale in advance, along with the contractual conditions (price etc.) and if
      the tickets have been received by alltickets in an undamaged condition.

    4. » Can I order the tickets by telephone?

      Yes, it is possible to order by telephone. However, to ensure that your personal details are entered correctly, we recommend ordering online. When placing orders by telephone, typing errors can occur which will prevent the correct processing of the order.

    5. » Can I reserve tickets?

      Unfortunately, it is not possible to reserve tickets. As long as you can add the tickets to the shopping basket the respective tickets are available to order. As soon as you have accepted the conditions of use and placed the order, this is a binding order.Puis-je mettre une option sur des billets ?

    6. » I am looking for tickets for an event which is not visible in the online shop. What now?

      We always try to keep the range in our web shop as complete as possible. If an event is not visible in our web shop, please let us know. We will then try to obtain your required seats.

    7. » I need the purchased tickets as a gift. Can you guarantee me a delivery on the required date?

      Generally, the tickets can be sent within our delivery deadline of 5-7 days after receipt of payment.
      In the case of some events, the tickets are only available shortly before the event by the responsible agencies, so that we have a longer delivery deadline for these tickets than usual. It may also be the case that out partners take slightly longer to send us the tickets.
      If it is not possible to deliver on your requested date, you can print out your own personal gift voucher. The tickets will be delivered as soon as they are available.

      How it works:
      Step 1) Go to Online help and open the Voucher section
      Step 2) Click on the link available there in PDF format. An empty voucher template will be displayed. You can change this as required. Please be aware that this is not a voucher with a cash value and can therefore not be used for orders in our web shop.

    8. » Is alltickets GmbH an official advance ticket sales company?

      No. We are a ticket agency. We specialise in events where either the entire show or individual categories have sold out. As soon as the required tickets are no longer available in the official advance ticket sales, we try to provide them through the secondary market.
      At the same time, we can also provide high-quality seats for almost all events, offering an optimal view of the stage. From these seats, you will be able to follow the events even more closely.
      This gives you the opportunity to buy tickets for your dream show, even shortly before each event.

    9. » The event will take place in the next few days. Is it still possible to make a last-minute order?

      As long as you can add the tickets to the shopping basket the tickets are available from us. Your order will be processed by our staff directly after receiving your order. If it is no longer possible to send the tickets in time, they can be delivered to a hotel or handed over directly at the event. If there are difficulties with the payment or delivery, you will be contacted personally by our staff.

      When making last-minute orders, please ensure that you select a suitable mode of dispatch and a telephone number which we will always be able to use to reach you.

    10. » What is TicketAlarm?

      We are currently unable to obtain any tickets for this event. We always try to make depleted contingents and sold-out events available again up to a few hours before the beginning of events. Your registration for the TicketAlarm will help us to intensify our search for specific tickets. As soon as we procure your dream tickets again, you will be informed by us automatically by email.

    11. » Where exactly are the seats I have ordered?

      We are a ticket agency. We procure the tickets which you order. For this reason, we can therefore only guarantee tickets in the required category in most cases. If you would like additional information about your seats, please feel free to contact is. We will then find out the required information for you.

    12. » Which spaces correspond to the category I have ordered?

      The official ticket categories are always displayed in our online shop. If you have ordered seats in category 2, we will deliver you the corresponding tickets in the second price category for seating.

      It may be the case that specific ticket categories provided by the event organiser deviate significantly in terms of quality. In these cases, our categories sometimes include a special description. For example, if you order seats in the 1st category, top sector, we will provide you with very well positioned seats in the 1st category. . If the additional description top sectors is not mentioned, however, these will be category 1 tickets but they could be anywhere in the 1st category. With the help of this system we try to pass on our many years of experience in the ticket industry so that you can fulfil your requirements more effectively.

  • FAQ
    Handling of order

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    1. » Can I change my invoice or delivery address at a later date?

      Please contact our customer support to change your address for current orders.
      When changing your address for future orders, you can simply log into your customer account using your email address and password and change the corresponding data under ?My profile?.

    2. » I bought tickets for an event which has been rescheduled. What do I need to do?

      The right of withdrawal does not apply to tickets, and they cannot be exchanged. If a concert date is rescheduled and an alternative date is established, the tickets will remain valid.

    3. » I can't go on the date of the event. Can I give back the ticket?

      Fundamentally, the tickets are not eligible for exchange or the right of withdrawal. However, you are welcome to give us an offer for your tickets. We will then decide whether and at which price we want to re-sell the tickets.

    4. » I have booked an overnight stay at a hotel. When will I receive the hotel voucher?

      Vouchers are usually sent shortly before the event. The reason for this is that the hotels will not receive a list of our customers before shortly before the event and we will not receive the reservation number until this time. The tickets and hotel vouchers are often sent separately.

    5. » I received print at home tickets. What is this?

      A print at home ticket (also called an e-ticket, print@home and online ticket) is a ticket which is sent as a PDF file and can then be printed out as a valid ticket.
      Once you have printed out the tickets, you will be able to attend the event as usual. These are original tickets issued in this form by event organisers.

    6. » I want to cancel my order. Is this possible?

      Unfortunately, orders cannot be cancelled. Every ticket order is binding immediately after we have confirmed it and you are required to accept and pay for the ordered tickets. The purchase is final.

    7. » The event has been cancelled. What should I do?

      Please wait for the information email from alltickets. We will inform you by email about how the tickets will be returned as soon as possible. If an event is cancelled, the tickets need to be sent back no later than 10 days after receiving the notification that the event will not be taking place. In normal cases, the customer will be credited the sale price minus a processing fee within 20 days. In rare cases, only the printed ticket price can be refunded.

    8. » What can I do if I lose my tickets or they are stolen?

      In most cases, it is not possible to replace the tickets. Many event organisers do not issue new tickets. However, it depends on both the event organiser and the type of event, the category and our sales partners. Please contact us so that we can clarify the situation further.

    9. » Why am I receiving emails from alltickets in a foreign language?

      The emails from alltickets will automatically be sent in the language selected during the order. Please contact our support so that we can send you the emails in the right language.

  • FAQ
    Payment

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    1. » How do I pay for my order?

      alltickets provides a range of payment options. Please consult the Online help for more information about payments.

    2. » Is it possible to pay for the tickets in instalments?

      Payment in instalments is possible in exceptional cases, but this needs to be arranged with our customer support team before purchase. If you are unable to meet the agreed payment deadlines, we reserve the rights to cancel the entire order and will not deliver the tickets.

    3. » The deadline for the handover has passed, but I am still interested in the tickets. Can I still transfer the funds?

      After you have received the invoice, you have five days to settle the invoice. If we have not received payment during this period, we reserve the right to withhold the tickets. We will immediately inform you if we intend to make use of this right. You will be refunded for any funds transferred at a later date.
      However, we can provide you with an extension to pay for the tickets. The ticket price will remain due for payment if it is no longer possible to attend the event due to delayed payment.

    4. » Why are there charges for some payment options and none for others?

      Bank transfers are always free when ordering from us. Certain payment options, such as credit card payments, immediate transfers, Maestro and direct debit guarantee a smooth, quick and secure procedure when processing the order. To guarantee security, these are sent through an external encrypted website. Some of the providing fees incurred as a result are passed on. The precise fees for the different payment options are explained in more detail and listed under Payment methods.

    5. » Why have I not received any notifications about the receipt of payment yet?

      We confirm the receipt of payment for every order. If you have not received a confirmation, please check your spam folder first. It may be the case that automatically generated emails are considered to be spam by your email server. Please also check your email address in the customer account for possible typing mistakes. You can view the emails which have been sent to you in your customer account. The required emails are available under My orders under the respective order number.

      If we have not sent a notification yet, this is due to the fact that we have not yet received the payment. We would like to draw your attention to the fact that it may take several days before we recieve the payment. Please also check the account data entered during the transfer and whether your account has been debited with the funds and that they have not been reversed.
      If the problem cannot be solved in this way, please contact our support team.

  • FAQ
    Prices & Discounts

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    1. » Are tickets for wheelchair users also available?

      Tickets for wheelchair users are available for events in specific blocks. Unfortunately, we do not sell tickets in these blocks. In most cases, these can be purchased directly from the event organiser.

    2. » Why has the ticket price on the internet site changed?

      alltickets is not an advanced ticket sales company but a ticket agency. Our prices are based on the secondary market and our purchase prices. These change on a regular basis. The applicable price for your order is the price stated on our website at the time of the order. If the price changes after your order, we will not ask for a supplement or provide any refunds.

    3. » Why is the price printed on the ticket different to our sale price?

      alltickets is not an official presale company but a ticket agency. Our prices are based on the secondary market and our purchase prices. Another important factor is the degree of difficulty in obtaining the tickets. In the case of sold-out concerts, the increased ticket price can also involve intensive and long searches and the additional financial cost of buying and collecting the tickets from various locations.
      The prices will be higher than the face value if it is difficult to find tickets and the demand for these tickets exceeds supply. For this reason, we are forced to purchase the tickets from third parties at higher prices. Our prices can also deviate from the face value, if a third party / a partner mediates tickets on this website.
      However, we also offer tickets in the Specials section, which are cheaper than those available from the advance ticket sales companies. This is the case if we were able to purchase the tickets from the seller at a lower price due to low demand or if we want to increase demand for tickets we are selling to find a buyer more quickly and easily.

    4. » Will I receive a discount at alltickets as a school pupil or student?

      alltickets is not an advanced ticket sales company but a ticket agency. Our prices are accordingly based on the secondary market and our purchase prices. It may be the case that we have discounts for school pupils and students in our offer, which can then also be purchased from the corresponding target group. If there is no such offer, we are unfortunately unable to provide this discount for the abovementioned reasons and you will need to purchase normal tickets.

  • FAQ
    Security

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    1. » I do not know alltickets GmbH. What guarantees do I have that I will actually receive the tickets I have ordered?

      alltickets GmbH is a company registered in Switzerland. The company number is: CH-092.4.017.614-2
      Our collaboration with Payment Providers is the best guarantee for our customers. This is only possible due to the fact that we deliver ordered tickets in a reliable and timely manner.

    2. » My personal details have been misused. What can I do?

      If your details have been misused to place an order, you can report the case to the police. alltickets saves the IP address used for the order. It is therefore possible to locate the individual who placed the order in almost all cases.

    3. » What is the Buyer?s Guarantee?

      Customer satisfaction is our main priority. For this reason, we have created a guarantee which aims to increase trust in us even further. When making an order through our web shop, we can assure you of the following:
      - Guaranteed valid tickets
      - Reliable order processing
      - Timely delivery of the tickets
      Additional information about this guarantee is available under Buyer?s Guarantee

    4. » What is the difference between an order confirmation and a contractual confirmation?

      The contractual confirmation is a definitive promise to send your requested tickets. You will receive this immediately after placing the order. By sending this order we undertake to provide you with your tickets in full and in a timely manner. You will usually always receive the contractual confirmation immediately after placing the order.

      It may be the case that we issue an order confirmation instead of the contractual confirmation. This confirms the receipt of your order details. We send this if we first need to obtain a definitive confirmation of your sale from our sales partners. The order confirmation is therefore not a definitive promise that we will send the tickets. However, you will usually receive a definitive contractual confirmation within 8 hours, but no later than after 48 hours.

    5. » What will happen to my personal details?

      We guarantee that your personal details will not be sold, hired out, given or published at any time.
      Personal details will only be passed on to third parties if this is necessary for the processing of the order, for example providing the delivery address to the post.
      Additional information is available in the section Data protection.

  • FAQ
    Shipment

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    1. » 1.7.3. I have read that I need to accept the tickets personally. But I will be out of the house all day. Now what?

      As soon as we have dispatched the tickets, you will receive an email with the Track & Trace number. Use this number to track the order. Some couriers require you to be present when they make the delivery so that you can personally accept the delivery and provide a signature. It may be the case that the courier will ring your neighbour?s doorbell and ask them to confirm receipt. Alternatively, they can leave a note with information about their next delivery attempt. You can rearrange the time of the delivery by telephone. After 3 failed delivery attempts, the shipment will be returned to us. If this is the case and the tickets need to be re-issued, we will pass on the additional shipment costs to the customer.

    2. » Can I also collect my tickets?

      Of course, it is also possible to collect the tickets directly from our offices or partner agencies. These are situated in various major European cities. Please get in touch with our support team if you would like to arrange a collection.

    3. » Can you sell me the tickets with cash on delivery?

      Unfortunately it is not possible to send the tickets with cash on delivery. This dispatch method has been withdrawn due to negative past experiences.

    4. » I am trying to follow my order using Track & trace, but can?t see any information.

      The Track & Trace information is often not visible until several hours after the order has been dispatched. If you are still unable to find any information the next day, please get in touch with us right away.

    5. » I have received a ticket with the wrong name printed on it.

      Generally, the tickets can be sent within our delivery deadline of 5-7 days after receipt of payment.

      In the case of some events, the tickets are only available shortly before the event by the responsible agencies, so that we have a longer delivery deadline for these tickets than usual. It may also be the case that out partners need slightly longer to send us the tickets. In these cases, we will inform you in good time.

    6. » I have received the wrong tickets. What now?

      If you have received tickets in the right category and for the right event, and the purchase price does not correspond with the original price, please continue to Point 1.4.4.
      If you have received tickets in the wrong category or for the wrong event, please contact us immediately. We will try to find a suitable solution for both parties as soon as possible.

    7. » I have received the wrong tickets. What now?

      If you have received tickets in the right category and for the right event, and the purchase price does not correspond with the original price, please continue to Point 1.4.4.
      If you have received tickets in the wrong category or for the wrong event, please contact us immediately. We will try to find a suitable solution for both parties as soon as possible.

    8. » What is a Track & Trace number?

      All letters are sent by tracked post. These can be tracked so that you can find out where your letter is currently located at any time.

      As soon as the tickets have been dispatched, you will receive a dispatch confirmation by email. This email contains the Track & Trace number you will need to find out the current position of the letter from the corresponding shipping company. The Track & Trace number is also visible in your personal customer account.

    9. » What is handover on location?

      Handover on location is delivery at the event itself. This delivery method is used if we receive the tickets at the last minute or if they are ordered just before the event. For this reason, we send representatives to the event to hand over the tickets.

    10. » Which delivery costs will be charged when I place my order?

      Our delivery costs are passed on at cost. Different fees are charged in many countries. The final prices depend on where the tickets are being sent from and which fee the respective couriers charge. The tickets are always sent with a tracking link so that the deliveries can always be tracked. Further information about the various delivery options can be viewed under Delivery methods.

    11. » Why are my tickets being delivered to a hotel or handed over directly at the event?

      In the case of some events it may be the case that the tickets are not issued until a few days before the beginning of the concert, or that we only receive them from our partners shortly beforehand.
      If it is no longer possible to send the ticket to your requested address in time, you can select an alternative delivery method. Among other options, we can deliver the ticket to a hotel or arrange a personal handover at the event.

  • FAQ
    Technical questions

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    1. » How can I view the status of my order?

      We will send you emails informing you of the most recent status of the order at all times. We will confirm the order, the receipt of payment and dispatch.
      You can also log into your personal account, click on your order number under Orders and view the most important information here.

    2. » I have forgotten my password. What can I do?

      Go to ?My account? and then click here under ?Forgotten password??. Please enter your email address registered with us. You will then receive a new, automatically generated password within a few minutes. The next time you log in, you will be asked to immediately change the password again for security reasons.

      If you no longer remember your registered email address, please create a new user account or get in touch with our support team.

    3. » I have not received a contractual confirmation or order confirmation. Why is this?

      We will confirm each of your orders. If you have not received a confirmation, please check your spam folder first. It may be the case that automatically generated emails are considered to be spam by your email server. Please also check your email address in the customer account for possible typing mistakes.
      You can view the emails which have been sent to you in your customer account. The required emails are available under My orders under the respective order number.
      If you are unable to solve the problem in this way, please get in touch with our support team right away.