Help
1. Overview of Ticket Types
Electronic / Instant Download Tickets
What are they?
Electronic or “print-at-home” PDF tickets that you can download and print before the event.
Instant Download vs. Electronic
Instant Download: Ready within a few minutes (up to an hour) after ordering.
Electronic Tickets: Not yet ready to download. The listing indicates a “Ready to download and print by” date, and that’s when you can expect to access them.
Mobile Tickets
What are they?
Digital tickets you access on your mobile phone. They may show up as a rotating or static barcode (e.g., a QR code).
How to view them?
In the email received from Tickethold.
If available, some mobile tickets can also be added to your Apple Wallet or Google Wallet.
Can I print mobile tickets instead?
Sometimes. If your ticket says “Mobile or print,” you can either show it on a phone or print from your Tickethold email. Check your email instructions for clarification.
Mobile Transfer Tickets
What are they?
A specific type of mobile ticket that must be accepted through a third-party platform (e.g., Ticketmaster or AXS).
How do I accept them?
Check your email for a link or instructions from the seller.
Log in to or create the required external account (Ticketmaster, AXS, etc.) to claim the tickets.
The tickets will then be accessible in that external account’s app or website.
Paper Tickets
What are they?
Physical tickets delivered by mail to your chosen address (cannot be shipped to PO Boxes).
When will they arrive?
Depending on the seller’s shipping method and location, arrival times can vary. Keep an eye on your order confirmation and shipping updates from Tickethold.
2. Accessing Your Tickets
- Look for the order confirmation email from Tickethold.
- Follow prompts to view or download your tickets.
- If you didn’t receive the email, double-check the spelling of your email address and password.
3. Common Ticketing Questions
Why does my barcode keep changing?
Some mobile tickets feature rotating barcodes for extra security. Screenshots won’t work if a venue requires you to display the rotating barcode in real-time.
Can I send mobile tickets to a friend?
Yes, you can transfer many types of mobile tickets. See instructions for Sending tickets to a friend (the process depends on whether they are transfer tickets or standard mobile tickets).
Can I use a screenshot of my ticket to enter the event?
No. Screenshots are generally not valid for entry, especially if the barcode rotates. You must display the live barcode from the app or use the official external ticketing app (e.g., Ticketmaster, AXS).
Can I save tickets to my Apple Wallet?
Yes, if you’re given the option, you can add tickets to your Apple Wallet or Google Wallet and scan them at the gate from there.
4. Seat Details & Disclosures
Why Can’t I See My Seat Number?
Sometimes, sellers list tickets without specific seat numbers. Don’t worry—Tickethold guarantees seats listed in a group will be together (side-by-side) unless otherwise noted.
Ticket Disclosures
Disclosures may include no view, side view, possible obstruction, limited or obstructed view, restricted view, behind stage, limited side view, etc.
Age Restrictions (Under 21, Over 21, Senior) may apply. Please bring proper ID.
ADA / Wheelchair Access seats are often labeled as such. You can filter by “Wheelchair user only” if needed.
What Does ‘GA’ Mean?
GA (General Admission) indicates unassigned seating or standing. Seat numbers on GA tickets are often just for inventory tracking.
Buying Zone Seating
Some events sell “zone” seats. You’ll be guaranteed seats in a particular zone, but you won’t know the exact seats until they are delivered. You’re still guaranteed seats together.
5. Troubleshooting & Error Messages
Getting an Error That ‘Something Went Wrong’
If you still see an error, contact Tickethold Support.
Event Start Time is Wrong
If you notice an incorrect start time on Tickethold, contact support so we can update it.
Incorrect Venue Map
If you believe the venue map is incorrect, please contact Tickethold to let us know.
6. Delivery & Shipping Options
Changing Your Shipping Address at Checkout
To update your shipping address after buying tickets, contact support.
Last Minute Services (LMS)
If LMS is available, you can pick up your tickets near the venue. You’ll see “Ticket pickup” under delivery options at checkout, or in your confirmation email.
7. Buying, Canceling, & Refunding
Buying Tickets to a Contingent Event (e.g., Playoffs)
If the event doesn’t happen, you’ll receive a refund (including fees) within 5 business days.
Can I Cancel or Change My Order?
Typically, all sales are final on Tickethold. If you can’t use the tickets, you can relist them on any Marketplace. If an event is canceled and not rescheduled, you’ll be offered a full refund or credit (depending on state law).
What If My Event Is Canceled or Postponed?
Canceled: You’re protected by the Buyer Guarantee; Tickethold will reach out about refund options.
Postponed/Rescheduled: Your tickets are usually valid for the new date. No refunds unless the event is outright canceled (or as state law requires). If you can’t attend, consider reselling your tickets on Tickethold.
Why Was My Order Canceled?
Occasionally, sellers cannot fulfill tickets if multiple buyers purchased the same listing. If your order is canceled, any pending charge is voided or refunded. Feel free to place a new order for another listing.
8. Day-of-Event Help
My Tickets Aren’t Working at the Venue. What Should I Do?
Make sure you’re using the correct format (mobile vs. print-at-home).
If using mobile tickets, turn your screen brightness up for easier scanning.
If it still won’t scan, contact Tickethold Support immediately. You’re covered by the Buyer Guarantee for valid entry or a comparable replacement.
9. Name on the Ticket
Why do my tickets have someone else’s name on them?
It’s common for tickets to display the original purchaser’s name (who may have bought them from the primary market). As long as the barcode is valid, you’ll be fine to enter—venues don’t check the name, only the barcode.
10. Handling Obstructed or Limited View Seats
What if a seat’s view is obstructed or limited but it isn’t labeled on the ticket?
By venue rules, any seat that is partially or fully obstructed must be labeled as such. If you discover an undisclosed obstruction, contact Tickethold Support immediately. You’re protected by the Buyer Guarantee—we’ll work with you if the view is materially different from what was advertised.
11. Replacement (Upgraded) Tickets
Why was I offered replacement tickets?
Occasionally, a seller can’t deliver the exact tickets you ordered. Tickethold will make every effort to find comparable or upgraded seats at no extra cost. If the new seats are more than a few rows closer or significantly different from your original order, we’ll confirm you’re okay with that upgrade before finalizing.
12. Adding More Tickets After an Order
Can I add another ticket to my order after it’s been placed?
Since tickets may come from multiple sellers, we can’t guarantee extra tickets will be available adjacent to your original seats. If the exact same listing is still available, you can place a new order. You’ll then have a good chance the new seat(s) will be near or next to the original ones—but it’s not guaranteed.
13. Wrong Email or Shipping Address
I used the wrong email or shipping address for my order. How can I change it?
If you catch the mistake immediately (before your order is confirmed), you may be able to update it on the checkout page. Otherwise, contact Tickethold Support right away. If Tickethold is the direct seller, we can usually fix it quickly. If a third-party seller needs to ship or transfer your tickets, time is of the essence.
14. Trust & Security
Can I trust the tickets sold on Tickethold?
Yes. Tickethold is a reputable marketplace backed by our Buyer Guarantee. All tickets are verified to ensure they will be honored at the gate—or you’ll receive a full refund or comparable replacement tickets.
15. Partial Orders & “Odd” Quantities
Why can’t I buy a single ticket (or 3 tickets) from a listing that sells them in pairs or 4-packs?
Sellers set their own minimum quantities (often in pairs). We recommend using the quantity filter to find listings that fit your exact needs.
16. Order Confirmation Timing
Did my order go through?
After you place an order, you’ll receive an Order Confirmation Email or see a pending status in the Tickets section of your account. Within 24 hours (often sooner), you’ll be notified whether it’s confirmed or canceled. If canceled, your pending charge will be voided.
17. Tickets for Children
Does my child need a ticket?
Age requirements vary by venue, and some venues allow free entry for small children. Check the venue’s official website for exact details.
18. Re-listing Tickets You No Longer Need
Can I re-sell tickets I can’t use?
Yes! Many marketplaces make it easy to list and sell unwanted tickets. Simply go to any marketplace, follow the prompts to list them, and once they sell, you’ll receive payment after the event.
19. Additional Support & Accessibility
Accessibility Assistance
Tickethold strives to meet WCAG standards to ensure an inclusive experience. If you need disability-related assistance or have accessibility feedback, contact Tickethold for dedicated support.
How Do I Contact Tickethold Customer Service?
In the Website: Tap Contact Support (or Contact Us). You may see recommended help articles, but you can choose to chat, email, or call once those options appear.
Hours of Availability: 9 AM EST – 1 AM EST.
Quick Reference
Mobile Tickets vs. Mobile Transfer Tickets
Mobile tickets are accessible in your Tickethold account/app.
Mobile transfer tickets must be accepted through an external ticketing site like Ticketmaster or AXS.
Screenshots
Not valid for rotating barcodes or many mobile tickets.
Paper Tickets
Mailed to your address (no PO boxes).
Instant Download/Electronic
PDFs you print at home.
Fees
Toggle “Include estimated fees” to see the total cost upfront.
Refunds
Only if an event is canceled (or as state law requires). Otherwise, consider reselling on Tickethold.
Buyer Guarantee
Ensures valid tickets that get you in, or your money back.
Final Note
Tickethold is a marketplace, so ticket prices and policies may vary depending on the seller and the event. Always review the details provided in your order confirmation and any email instructions for the most accurate, up-to-date information regarding your specific tickets. If you have additional questions, don’t hesitate to reach out to Tickethold Support. Enjoy the event!