Help - On The Door

Lost my ticket

Your ticket is never really lost.

Straight after you pay, you land on a private page with your tickets on it. That link is your ticket. Bookmark it or save it somewhere safe.

Got an account?

Bought as a guest?

Open the ticket link from your order. Can’t find it? Enter the email address you paid with in the box below and we will send your tickets again, to that address.

QR won't scan?

Every ticket has a short code printed under the QR. Door staff can type it in and it gets you in just the same.

Keep it private

Your ticket link opens your tickets for anyone who has it, and each code only gets one person in once. Don’t post it anywhere.

Lost your tickets? Use the email you bought with.

We send them again to that address and nowhere else. It takes a minute or two.

How your ticket works

Refunds

Who refunds what, said plainly.

The promoter sells the event and is responsible for it taking place. We handle the payment and the refund itself on their behalf.

Event cancelled

Everything you paid by card is refunded automatically, in full and our fee included, back to the card you paid with. It starts the moment the promoter marks the event cancelled. If part of it was paid with a gift card, we put that part back on the gift card ourselves. The refunded tickets then stop working.

Date, time or venue changed

The promoter makes the change, and the event page and your ticket page show the new details. Whether a change is big enough for a refund is the promoter’s call, so contact them if it no longer works for you. A different support act or a later doors time does not count as a big change.

Any other refund

That is the promoter’s decision, because the contract for the event is with them and the money went to them. Their details are on the event page. We can help you reach them, but we can’t overrule them.

Can't make it?

Bought while logged in? Transfer your ticket to someone, or list it for resale at exactly what you paid, from your account. Bought as a guest? Contact the promoter. A refund never covers travel, hotels or anything else you booked around the night.

How fair resale works Full terms

PDF ticket

No PDF. Your phone is the ticket.

There is no PDF download and no wallet pass. Your ticket is the page itself: a QR code on your phone, no app needed.

Want it on paper?

Print your ticket page from your browser. A printed QR works at the door just like the one on your screen.

Worried about signal?

Screenshot the QR before you go, or keep the ticket page open. The code underneath works too.

Buying for friends?

Each ticket has its own QR and gets one person in. Send each friend a screenshot of their own QR, or, if you bought while logged in, transfer a ticket from your account.

Change my details

Your account, your details.

Password

Forgotten password

Reset by email isn’t switched on yet. Get in touch with the email address on your account and we’ll send you a one-time link by hand.

Name or email

You can’t change these yourself on the site yet. Email [email protected] and we’ll correct them.

Photo, bio and username

These are yours to edit any time, in Details in your account.

How do I contact you?

A real person reads everything.

For an order, an event or your account, tell us the email address you used and what happened. For a refund on an event that is still going ahead, the promoter is the one to ask.

Your data

To get a copy of your data, correct it or delete it, email [email protected].

All the ways to reach us

Need a hand?Start here.