See Tickets Customer Care: A Complete, Practical Guide

See Tickets operates in multiple regions and supports millions of orders every year for concerts, festivals, theatre, attractions, and live experiences. Because customer care policies are set both by See Tickets and by event organizers, the fastest path to a solution is knowing where to contact, what to include, and what timeframes to expect. This guide consolidates the essential, actionable details so you can resolve issues in one pass.

Below you’ll find official support entry points for the UK/EU and the US, realistic response-time expectations, precise steps for common problems (delivery, name changes, refunds), and security guidance to keep your order safe. Where timing varies by event, we provide proven ranges (in days) so you can plan with confidence.

How to Contact See Tickets Customer Care

Use the official Help Centres for region-specific support. For the UK/EU, start at https://support.seetickets.com. For the US, use https://support.seetickets.us. Both portals include searchable articles, live service updates, and secure contact forms tied to your order. If you have your order reference and purchase email handy, you’ll cut handling time by 1–2 back-and-forth messages.

Typical initial response times are 24–72 hours on business days. During peak periods (major festival on-sales, bank holidays, or weather-related postponements), allow up to 3–5 business days for a substantive update. If your event is within 72 hours and you have not received tickets, submit a request immediately and include “Event in 72 hours” in the subject line so triage can prioritize it.

UK and EU customers

Start at https://support.seetickets.com and use the prompts for “Where are my tickets?”, “Access and accessibility,” or “Order help.” If you have an account, you can also check order status via the Help Centre and your email address. Many UK events use e-tickets delivered to your email or downloadable from your account; others hold barcodes until closer to the event (commonly 24–72 hours prior) to reduce fraud.

For postal tickets, dispatch schedules are event-led. A standard range is 2–4 weeks before the event, but high-demand or bespoke stock (e.g., collector tickets) may dispatch within the final 7–10 days. If your address changed after purchase, contact support with the new address and the last 4 digits of the card used; redirection is not always possible once tickets are printed, so raise this as early as possible.

US customers

Visit https://support.seetickets.us/hc/en-us and select “Submit a request.” Include your Order ID, the purchaser email, and the event name/date as it appears on your confirmation. For will-call events, bring a government-issued photo ID that matches the order name; for wristbanded festivals, shipping updates generally appear 7–14 days prior to the event, with some events beginning fulfillment several weeks earlier.

If your e-tickets have not arrived, check spam and promotions tabs, then use the Help Centre to request a resend to the original purchaser’s email. US delivery methods can include print-at-home, mobile barcode, RFID wristbands, or venue will-call; the event page always governs what is available. If the event allows name changes, fees vary by organizer and typically range from 0–15 in local currency per ticket.

Fast Solutions to Common Issues

Tickets not received: e-tickets are often sent immediately, but some organizers delay barcodes until 24–72 hours before doors. If your order shows “Complete” but you have no email, request a resend via the Help Centre using the purchase email, order number, and the last 4 digits of the payment card. For mobile tickets, ensure your device can display PDFs or PKPASS files and try a different email client if attachments are stripped.

Name on tickets incorrect: if the event uses a single lead-buyer policy, the name on the ticket usually doesn’t matter for entry; the barcode is what scans. If the event requires ID matching (common for intimate shows or anti-tout policies), ask customer care about a name-change option. Where allowed, expect a processing window of 1–3 business days and a small fee set by the organizer.

Duplicate charges or pending authorizations: if you retried payment or changed cards mid-checkout, your bank may show multiple pending holds. Only one successful charge should settle; duplicate authorizations typically drop within 3–10 business days depending on your bank. If two charges post, open a support request with screenshots of both posted transactions for a prompt adjustment.

Refunds, Cancellations, and Reschedules

Cancellations: when an event is fully cancelled, refunds are generally processed automatically back to the original payment method. From processing to funds appearing can take 5–10 business days, though some issuers take longer. If you used a now-closed card, the refund routes to the underlying account per your bank’s policy; if it fails, provide updated details through the Help Centre when prompted.

Rescheduled events: your tickets usually remain valid for the new date. If you cannot attend, check the event’s policy on deadlines to request options (refund or exchange if offered). These windows can be short—often 5–14 days from announcement—so act quickly. No-shows on the rescheduled date are generally not refundable.

Payments, Fees, and Chargebacks

Service and facility fees are set by the event and venue and are itemized at checkout. Currency is determined by the event’s selling region; using a foreign card can trigger your bank’s FX fees. If your confirmation shows the correct amount but your statement is higher, the difference is usually a bank FX or cash-advance fee—contact your issuer for a breakdown before opening a ticket.

If you believe a transaction is fraudulent, contact support first with the order ID and evidence; in many cases, they can void or protect the order more quickly than a bank dispute. Filing a chargeback without contacting support can delay resolution 30–90 days and may result in account restrictions for future purchases. Keep detailed notes of dates, amounts, and correspondence.

Accessibility and Special Requirements

For accessible seating, companion tickets, or other accommodations, use the event’s dedicated accessibility path in the Help Centre or the venue’s listed process. Many events require specific inventory flagged as accessible and cannot retro-convert standard tickets. Have documentation ready if requested by the organizer, and raise the request as early as possible while accessible allocations remain.

On the day of show, arrive early and bring your confirmation, photo ID, and any approval emails for access arrangements. If you encounter issues at the gate, go directly to the venue box office—front-line staff can often validate accommodations in minutes once they see the approval on your order.

Security and Legitimate Communications

Protect your order by verifying you are dealing with See Tickets directly and by limiting what you share. Orders are compromised most often through phishing or by forwarding full barcodes to strangers. Once a barcode is scanned, entry is typically granted and duplicates are rejected at the door.

• Official domains: seetickets.com (UK/EU), seetickets.us (US), and their Help Centres at support.seetickets.com and support.seetickets.us.
• Do not share full card numbers, 3-D Secure codes, or SMS authentication codes with anyone—support will never ask for them.
• Never post or send uncropped barcodes publicly; use text-only order numbers when seeking help.
• Check sender addresses and links; hover to confirm they resolve to the domains above before clicking.
• Enable mailbox rules to keep tickets out of spam, and add [email protected] or US equivalents to safe senders.

If you suspect a phishing email or a compromised order, change your account password immediately, contact support with the order ID, and request barcodes be invalidated and reissued if the event allows it. Time is critical; act within hours, not days.

What to Include When Opening a Ticket (Checklist)

The right details up front can reduce handling time by 1–3 messages and get you a resolution in a single reply. Paste the info below into your request so an agent can validate and act without delays.

• Order ID and purchaser email (exact spelling, including dots and plus-tags).
• Event name, venue, city, and event date.
• Delivery method (e-ticket, mobile, wristband, postal, will-call).
• Last 4 digits of the payment card or the PayPal transaction ID.
• Billing postcode/ZIP (for verification) and any updated address if delivery is pending.
• Specific issue and desired outcome (e.g., “Resend e-tickets,” “Name change,” “Refund request”).
• Evidence: screenshots of errors, bounced emails, or bank statement entries (redact full card numbers).
• Deadlines: travel dates or “event in X days” so triage can prioritize.
• Accessibility needs or companion ticket requirements, if applicable.
• Alternate contact email or phone in case your primary email is rejecting attachments.

Submitting this complete set once is faster than sending multiple short messages. If you need to add information later, reply within the same support thread to keep your case history intact.

Escalation and Timelines

If you have no update after 3 business days on a standard case, reply in the same thread to request a status check. If your event is in under 72 hours, mention this in the subject line and body for prioritization. Avoid creating duplicate tickets; multiple threads slow handling because agents must merge and re-read history.

Only escalate to your card issuer after you have given customer care a fair window to resolve (generally 5–10 business days, or sooner if the event is imminent). Keep a log of dates, names (if given), and case numbers. If a resolution arrives after you escalate, inform both parties to prevent conflicting outcomes.

Data Requests and Receipts

To request a copy of your data or to exercise privacy rights (GDPR/CCPA), use the privacy or data request links in the Help Centre for your region. Provide the purchaser email and order IDs you want included for an accurate search. Typical acknowledgement is same day, with fulfilment timelines governed by local law (often up to 30 days).

For receipts, use your original confirmation email’s “View receipt” or “Print tickets” link where available. If you need an itemized receipt for business expenses, ask support to include face value, fees, tax where applicable, and the last 4 digits of the card. Note that some events are tax-exempt or collect tax at the venue; in those cases, a VAT/GST invoice may not be issued by the ticketing agent.

Are See Tickets and Ticketmaster the same company?

See and Gigsandtours use the same login system. Notionally, See is UK-based (but German-owned), while Ticketmaster is US-based and owned. SJM Concerts is Manchester-based, if that influences your decision.

How to manage customer support tickets?

Follow up regularly and provide feedback on the customer request progress. Ensure they’re kept updated on any status changes or delays that may occur along the way. Use automated systems wherever possible to streamline ticket responses and reduce response time.

Can I get a refund for See Tickets?

All tickets are strictly non-refundable unless the event has significantly changed.

How do I call See Tickets?

Need additional help? Then contact Eventim/See Tickets Customer Support, [email protected] or call 323-908-0607 and we’ll see what we can do to help.