My tickets were invalid at the venue

If your tickets were not accepted at entry, we’ll help investigate immediately.

Please provide

• Order ID

• Photo of the ticket used

• Written documentation and photo of yourself from venue with staff explaining the issue

  • Please include the staff's full name, contact details, and company

• Time you attempted entry

What happens next

Our Trust & Safety team will:

• Review the ticket source

• Contact the seller and venue if needed

• Arrange a refund or replacement when the ticket is confirmed invalid

You’re protected under the Surtix Guarantee.