In the rare occurrence that something goes wrong at the venue and you cannot gain entry to the event, you can contact your seller through the seller/buyer chat feature via your Purchased Tickets. They may have scanned in the wrong ticket and may be able to provide you with the correct one.

If your seller does not respond, you are always covered by Tixel's buyer guarantee and will be prompted to submit a No Entry Claim to our Community Support team. You will need to provide us with a detailed summary and one of the following:

  • A photo of the error message on the ticket scanner
  • Receipt/proof of purchase for any new ticket purchased for entry
  • Confirmation of issue from Box Office
  • The new ticket used for entry

Once the request is received, it will take around 1-2 business days for a refund outcome to be achieved. 

If you were unable to submit a No Entry Claim through the seller/buyer chat feature on the day of the event, please feel free to submit the relevant evidence through our contact form. 

To be eligible for a refund, sellers need to be contacted through the buyer/seller chat on the day of the event, and evidence needs to be submitted within 48 hours of the event's finishing.

If the chat option isn't available for your ticket, then please make sure you gather the relevant evidence and send it through to our Community Support team. 

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