Frequently Asked Questions

Q.My bundle includes a VIP activity at the show. Where and when do I receive the details?

Details about your VIP experience including time, location, meet & greets with an artist, sound checks, and pre-show activities will be sent to the email address provided at time of order 3-5 days prior to your event.

PLEASE NOTE: Things such as arrival times are generally determined by band management. At times we can have this information well in advance and other times just a few days prior to the show. If the arrival time on your "My Order" Page states "TBD" (To be determined), please do not be alarmed as we are working diligently to get this information for you! Just continue to keep checking!

Q.Where do I pick up my tickets?

All tickets purchased can be picked up at the venue Box Office/Will Call. Please bring a printed copy of your order confirmation email along with photo identification (Valid Driver’s License, ID Card or Passport). The name on the Order must match the government issued photo identification of the person picking up the tickets. The Box Office/Will Call will not be able to release tickets to any individual whose name is not on the order confirmation.

Q.Where do I receive my VIP merchandise items?

VIP bundle items will be distributed to you on site at the venue during your meet and greet experience unless otherwise specified.

Q.What is Ticketspin's return policy?

All Ticketspin purchases are non-refundable unless one of the following events occurs:

  • The show has been cancelled
  • The show has been moved to a different date
Q.What is a "VIP Upgrade" package?

VIP Upgrades are packages made available for fans who have already purchased tickets to a show or event and would like to add on a VIP experience. Upgrades may include an opportunity to meet the artist, exclusive merchandise items, and more!

Q.Are there any age restrictions for VIP packages?

Most events accommodate guests of all ages. Any age restrictions will be listed in the package details during time of purchase.

Q.May I buy a VIP bundle as a gift?

Certainly, VIP packages make excellent gifts for family, friends, or any special occasion. Please be sure to enter your guest’s name and contact details at time of purchase in the area for shipping information.

Q.Why isn't my download link working?

The download link you received will only work for 3 days after your purchase, and can only be accessed a limited number of times. If you have a future album release as part of your VIP package, you will receive an email at the address provided at time of order with a link to download the album digitally on the release date specified.

If you were unable to download an item you purchased on Ticketspin, please contact customer service at

Q.My order never went through, why was I charged?

The transaction that you are seeing is a hold on your account placed by your banking institution. The information you provided did not meet the security requirements of our system and it is marked as declined by Ticketspin.

Ticketspin automatically void on your transaction, for the order you attempted to place. The funds are then returned to you after the authorization expires. This process can take up to seven days to reflect on your account, the issuing bank will determine the time period.

Ticketspin processing system requires that your billing address matches exactly what is on your printed bill. The city, state, and zip must match exactly what your bill states in order for a transaction to successfully process in our system.

Q.Why is my credit card being declined?

Here are the reasons why your card might be denied:

  1. The Credit card company processing your card, for whatever reason has deemed that there are not enough funds or too many transactions on your account to process this order. You will need to contact your credit card or issuing bank.
  2. The credit card information you entered did not pass our Billing Address Verification Check. When we check a card for available funds, we also check to make sure that the billing address of the card matches what the user entered. This is one way that we protect our customers from fraud. If the billing address doesn't match, the order will get declined.
Q.May I re-sell or transfer my VIP purchase?

VIP packages may not, under any circumstances be transferred or re-sold. Packages being re-sold may be cancelled by Ticketspin without notice, or denied entry to the event.

Q.What countries do we ship to?

We ship to almost all international locations. Below is a full list of the countries we can ship to:

  • United States
  • Argentina
  • Australia
  • Austria
  • Belarus
  • Belgium
  • Brazil
  • Canada
  • Chile
  • China
  • Colombia
  • Denmark
  • Finland
  • France
  • Germany
  • Greece
  • Greenland
  • Hong Kong
  • Hungary
  • India
  • Ireland
  • Italy
  • Jamaica
  • Japan
  • Mexico
  • Netherlands
  • New Zealand
  • Norway
  • Peru
  • Philippines
  • Poland
  • Portugal
  • Romania
  • Singapore
  • South Africa
  • Spain
  • Sweden
  • Switzerland
  • Thailand
  • United Kingdom

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