Refugee
01-27-2008, 02:58 AM
Etix.com Frequently Asked Questions (FAQ)
Thank you for visiting Etix.com! Please review the FAQs below for a possible answer to your question. If you do not see your question listed below, or if you require further assistance, please click here (http://www.etix.com/ticket/online/help2.jsp) to email our Support team, and we will respond within 24 hours.
Q: I have a charge on my account from Etix.com, but I don't remember using your service. Who are you?
A: We provide the ticketing service for hundreds of athletic venues, music clubs, theaters, and other ticketed events worldwide. Someone in your household has ordered tickets through us directly, or through one of the venues that we provide the tickets for.
Q: I don't have a credit card. Can I still use your site?
A: We're sorry, but Etix.com tickets must be purchased with a MasterCard, Visa, American Express, or Discover credit or debit card.
Q: Why do I get an error message for "invalid credit card" when I try to purchase tickets?
A: There are several reasons why you may be getting an error. First, check again to make sure that all the information was filled in completely with no errors. The name needs to be keyed in EXACTLY as it is on your credit card. Also, the billing address must be the same as the one for your credit card. The credit card number must be entered with NO SPACES OR DASHES. If all this information is correct, then your card may be expired, or you may have insufficient funds for your purchase. If you are still having trouble, try contacting your bank.
Q: The screen says I did not complete the transaction in time?
A: You have 15 minutes to complete your transaction. If you get an error message and you feel you it has been less than 15 minutes, you may need to be sure that "cookies" are enabled on your browser. If you are using AOL, please refer to the AOL help section for how to do that within AOL. In Internet Explorer, you may enable cookies by: Click on "Tools" at the top; select "Internet Options"; click on the "Privacy" tab; click "Advanced"; check "Override automatic cookie handling"; then check "Always allow session cookies"; and then click Ok twice to get out of the menus.
Q: How come I was on your site yesterday and was told there were no tickets available for a show I wanted to see, yet today my friend bought great seats from you, just before the show!
A: When a concert is placed on sale, some seats are reserved for different reasons, such as band and promoter complimentary tickets, media and promotional tickets, etc. These tickets are considered "on hold" and unavailable. Once the band, promoter, or media outlet decides they will not be using their full allocation of tickets, these seats are returned to Etix.com and made available for sale. The lesson is, "No Tickets Available" doesn't always mean "Sold Out."
Q: I purchased a ticket earlier, but now I see there are better seats open. What happened to "Best Available"?
A: When you are choosing tickets, they are pulled out of the available inventory for a short time, and then released if they are not purchased. If someone has chosen tickets before you, but later decides not to buy them, they are released back for sale.
Q: What if my printer jams, or I lose my tickets? Where is my Purchase Confirmation email?
A: As soon as you purchase tickets, an email receipt containing a link to your tickets is automatically sent to the email address you provided. If you need to reprint, follow this link to print your tickets again. You may reprint your tickets using this link as often as you wish, and there is no charge for doing so. If you have not received your confirmation email, please email Support, and we will resend it to you. Also, if your email client has a spam or junk folder, please be sure to check there for your confirmation email.
Q: How do I get my tickets to print one per page?
A: Please check your printer margins. Your margins should be set to .75 on all sides if using Internet Explorer, or 1.1" if using Mozilla FireFox. If your tickets are printing on multiple pages, please try adjusting your margins. Also, if your margins appear to be correct but your tickets do not fill up the entire page, please check your text size in your browser. For Internet Explorer, it should be set to medium, and for FireFox, it should be set to normal. In your browser, click on the "View" menu at the top, look for "Text Size", and the adjust accordingly. Regardless of how your tickets print, as long as the bar codes and/or serial numbers print clearly somewhere, your tickets will be accepted
Q: What kind of printer, paper and ink do I use to print my tickets?
A: The tickets are meant to be printed using any normal inkjet or laser printer, and on normal 8.5" x 11" paper. Also, they do not have to be printed in color - black & white ink is acceptable.
Q: What happens if I make a copy of my ticket?
A: Each ticket contains a unique, two dimensional barcode that is scanned at the venue. The barcode will only be admitted to the venue on the first scan. After a barcode is scanned at the door, it immediately becomes invalid for any subsequent entries. If someone else has copied your ticket and is in your seat, it will have to be resolved by the venue, just as with traditional "hard" tickets.
Q: I don't have a printer. Can I still use your site?
A: Yes. You can still order your tickets on line and forward the purchase confirmation email that you will receive to any computer with a working printer, and print your tickets from there. Additionally, you can purchase tickets during regular operating hours (Monday-Friday 9AM - 6PM EST and Saturday 10AM – 5PM EST) at 919-653-0444 for some, but not all, of our venues. (An extra handling fee per order will apply.)
Q: I chose Mail Delivery, yet my tickets haven't arrived. Where are they?
A: We mail most tickets just a few days after your purchase. In the unlikely event that you do not receive your tickets prior to the event, please let us know via Support, and we will make sure they are held at will call for you to pick up on the day of the show.
Some venues mail their own tickets, and may have a different delivery time frame. If the delivery method listed was "Regular Mail - Internal Use", those are being sent by the venue, so please contact them regarding your ticket delivery.
If you ordered tickets through Etix as part of a fan club offer, those are usually mailed out one month prior to the event and you should receive those no later than 2 weeks before the show.
Q: I ordered tickets through a fanclub site. When will I receive them? A: If you ordered tickets or merchandise through Etix as part of a fan club offer, those are mailed out in the same package approximately one month prior to the event. You should receive your items no later than 2 weeks before the show via USPS or other service. In the unlikely event that you do not receive your tickets within that time, please let us know via Support, and we will make sure they are held at will call for you to pick up on the day of the show. From time to time we may need to ship tickets and merchandise separately. When that happens we will let you know when you can expect to receive the remaining items.
Thank you for visiting Etix.com! Please review the FAQs below for a possible answer to your question. If you do not see your question listed below, or if you require further assistance, please click here (http://www.etix.com/ticket/online/help2.jsp) to email our Support team, and we will respond within 24 hours.
Q: I have a charge on my account from Etix.com, but I don't remember using your service. Who are you?
A: We provide the ticketing service for hundreds of athletic venues, music clubs, theaters, and other ticketed events worldwide. Someone in your household has ordered tickets through us directly, or through one of the venues that we provide the tickets for.
Q: I don't have a credit card. Can I still use your site?
A: We're sorry, but Etix.com tickets must be purchased with a MasterCard, Visa, American Express, or Discover credit or debit card.
Q: Why do I get an error message for "invalid credit card" when I try to purchase tickets?
A: There are several reasons why you may be getting an error. First, check again to make sure that all the information was filled in completely with no errors. The name needs to be keyed in EXACTLY as it is on your credit card. Also, the billing address must be the same as the one for your credit card. The credit card number must be entered with NO SPACES OR DASHES. If all this information is correct, then your card may be expired, or you may have insufficient funds for your purchase. If you are still having trouble, try contacting your bank.
Q: The screen says I did not complete the transaction in time?
A: You have 15 minutes to complete your transaction. If you get an error message and you feel you it has been less than 15 minutes, you may need to be sure that "cookies" are enabled on your browser. If you are using AOL, please refer to the AOL help section for how to do that within AOL. In Internet Explorer, you may enable cookies by: Click on "Tools" at the top; select "Internet Options"; click on the "Privacy" tab; click "Advanced"; check "Override automatic cookie handling"; then check "Always allow session cookies"; and then click Ok twice to get out of the menus.
Q: How come I was on your site yesterday and was told there were no tickets available for a show I wanted to see, yet today my friend bought great seats from you, just before the show!
A: When a concert is placed on sale, some seats are reserved for different reasons, such as band and promoter complimentary tickets, media and promotional tickets, etc. These tickets are considered "on hold" and unavailable. Once the band, promoter, or media outlet decides they will not be using their full allocation of tickets, these seats are returned to Etix.com and made available for sale. The lesson is, "No Tickets Available" doesn't always mean "Sold Out."
Q: I purchased a ticket earlier, but now I see there are better seats open. What happened to "Best Available"?
A: When you are choosing tickets, they are pulled out of the available inventory for a short time, and then released if they are not purchased. If someone has chosen tickets before you, but later decides not to buy them, they are released back for sale.
Q: What if my printer jams, or I lose my tickets? Where is my Purchase Confirmation email?
A: As soon as you purchase tickets, an email receipt containing a link to your tickets is automatically sent to the email address you provided. If you need to reprint, follow this link to print your tickets again. You may reprint your tickets using this link as often as you wish, and there is no charge for doing so. If you have not received your confirmation email, please email Support, and we will resend it to you. Also, if your email client has a spam or junk folder, please be sure to check there for your confirmation email.
Q: How do I get my tickets to print one per page?
A: Please check your printer margins. Your margins should be set to .75 on all sides if using Internet Explorer, or 1.1" if using Mozilla FireFox. If your tickets are printing on multiple pages, please try adjusting your margins. Also, if your margins appear to be correct but your tickets do not fill up the entire page, please check your text size in your browser. For Internet Explorer, it should be set to medium, and for FireFox, it should be set to normal. In your browser, click on the "View" menu at the top, look for "Text Size", and the adjust accordingly. Regardless of how your tickets print, as long as the bar codes and/or serial numbers print clearly somewhere, your tickets will be accepted
Q: What kind of printer, paper and ink do I use to print my tickets?
A: The tickets are meant to be printed using any normal inkjet or laser printer, and on normal 8.5" x 11" paper. Also, they do not have to be printed in color - black & white ink is acceptable.
Q: What happens if I make a copy of my ticket?
A: Each ticket contains a unique, two dimensional barcode that is scanned at the venue. The barcode will only be admitted to the venue on the first scan. After a barcode is scanned at the door, it immediately becomes invalid for any subsequent entries. If someone else has copied your ticket and is in your seat, it will have to be resolved by the venue, just as with traditional "hard" tickets.
Q: I don't have a printer. Can I still use your site?
A: Yes. You can still order your tickets on line and forward the purchase confirmation email that you will receive to any computer with a working printer, and print your tickets from there. Additionally, you can purchase tickets during regular operating hours (Monday-Friday 9AM - 6PM EST and Saturday 10AM – 5PM EST) at 919-653-0444 for some, but not all, of our venues. (An extra handling fee per order will apply.)
Q: I chose Mail Delivery, yet my tickets haven't arrived. Where are they?
A: We mail most tickets just a few days after your purchase. In the unlikely event that you do not receive your tickets prior to the event, please let us know via Support, and we will make sure they are held at will call for you to pick up on the day of the show.
Some venues mail their own tickets, and may have a different delivery time frame. If the delivery method listed was "Regular Mail - Internal Use", those are being sent by the venue, so please contact them regarding your ticket delivery.
If you ordered tickets through Etix as part of a fan club offer, those are usually mailed out one month prior to the event and you should receive those no later than 2 weeks before the show.
Q: I ordered tickets through a fanclub site. When will I receive them? A: If you ordered tickets or merchandise through Etix as part of a fan club offer, those are mailed out in the same package approximately one month prior to the event. You should receive your items no later than 2 weeks before the show via USPS or other service. In the unlikely event that you do not receive your tickets within that time, please let us know via Support, and we will make sure they are held at will call for you to pick up on the day of the show. From time to time we may need to ship tickets and merchandise separately. When that happens we will let you know when you can expect to receive the remaining items.