Frequently Asked Questions

No, you can buy tickets by simply filling in your details on Step 2 of the purchase process under "I just want my tickets". We do however recommend that you register with us as this will save you from having to enter your details each time you make a purchase and simply logging in using your username and password. This will speed up the buying process and is particularly useful when very popular events go on sale and can sometimes make the difference between getting tickets and missing out for these events.

You can create an account at any time by using the My Account menu above. Registering requires that you create a username and password. You MUST keep this password secure. Once you have registered with Alive Tickets, all your details will be stored so that you don't need to enter them again with the exception of your credit card details.

For security purposes your credit card details are not stored. Next time you visit the site you simply need to log in with your username and password and enter your credit card details in order to buy tickets.

You will receive a customer ID number when you register with Alive Tickets, which you should retain to help us quickly retrieve your booking history and information. Your customer ID will remain the same for all the bookings that you make with Alive Tickets.

Click here to have a new password sent to your registered email address.

Please reply to your confirmation email (ensuring that you include the email we sent you) and request a change of address. Alternatively, please send us proof of the old address and proof of the new address (such as a household bill) along with your customer reference and previous postcode to us at:

Customer Services,
Alive Tickets,
PO Box 4061,
Manchester
M60 1YT

If you fail to do so, we cannot accept responsibility for tickets sent to your old address. We strongly advise ensuring you have royal mail redirection in place before you move in case tickets have already been posted.

Once you have selected your tickets and delivery method and entered your credit card details, you will be taken to the final stage of your booking which confirms if your booking has been successful or not. Once a booking is completed you will receive a booking reference number which is unique to that particular booking. This will be displayed on the site for you to save or print and will also be emailed to you within a few minutes of the booking completed.

If you do not receive a booking reference number, this means that your booking may not have successfully completed. If this is the case, please contact our Customer Services team.

Your booking reference is the final stage in confirming that your booking has completed and uniquely identifies your booking should you have a query on it. By quoting this number in any correspondence that you have with Alive Tickets, we can swiftly trace your booking and answer any questions that you may have. You will receive a unique booking reference for every booking that you make with Alive Tickets, which you will need to retain should a query arise.

Yes, click here to find out about other ways to buy.

Yes you certainly can purchase tickets from Alive Tickets. We can send tickets to your postal address as long as the booking has been made at least 4 weeks prior to the event taking place. There may be certain events for which we cannot post tickets outside the UK.

For exceptional events where we are unable to post or for any bookings made for events taking place within the next 4 weeks, you will be notified at the time of purchase that tickets must be collected from the venue box office where the event is taking place 1 hour before the performance begins.

Where tickets need to be collected, they must be collected by the credit cardholder that made the booking who will need to present the card used and sign for the tickets on collection.

Our system still conducts mandatory checks on addresses outside the UK to ensure that the delivery and bank addresses correspond.

Occasionally it is possible to purchase VIP tickets or corporate hospitality packages for certain events.
If these are available, it will be advertised or marked clearly on the website.

Click here to view our Terms and Conditions.

We accept Visa, Delta, Electron, Mastercard, Switch, Maestro and Solo.
We regret that we do not currently accept American Express or Diners Club cards.

Your credit card is charged by us as soon as your tickets are purchased, however it can take up to 7 days for the money to be debited from your account. Although tickets may not be sent out to you for some months, the tickets are secured for you as soon as your card is charged.

The organisers of events do not pay for the services that we or any other ticket agency offer. Alive Tickets pay full price for the tickets they receive from the event organizers, who set the ticket price. The booking and processing fee is our only income which enables us to provide our customers with a great service.

That service is to offer people a convenient way of purchasing and receiving tickets either by phone, internet and have the tickets posted to them, so that they don't have to travel to and queue up at a venue box office.

The booking charges cover all the costs associated with running our business, including providing a booking service 7 days a week, processing orders, developing the technology to make the booking process as simple and efficient as possible, distributing tickets and credit card commissions to name but a few.

We are highly focused on protecting our customers from ID fraud. Our system conducts address checks on every single purchase made, and verifies that the delivery address matches the registered bank account address. In certain cases we will also request additional ID.

Tickets should reach you at least 7 days before the event unless tickets are being collected from the venue. Where tickets are booked within 14 days of an event and are being posted, tickets should reach you at least 2 days before an event.

If you haven't received your tickets by then, please contact Customer Services.

If you are booking tickets for an event that is taking place in the next 5 days you will need to collect your tickets at the venue box office. Please note that tickets must be collected by the cardholder in person who will be asked to present the card that was used to buy the tickets.

When you are collecting tickets from the venue, you will need to go to the venue box office. At some venues, there is a separate queue for customers collecting pre-paid tickets. This will usually be marked, but if not please check with the venue staff.

Tickets will be left in the name of the card holder that booked tickets for the event. The card holder must collect the tickets in person, present the card and sign a receipt. Only the card holder that booked the tickets can collect them, so to avoid disappointment, please do not attempt to collect tickets booked using someone else's card.

We always try our best to en sure you have received your tickets 1 week before the event at the very latest. However occasionally this is not possible due to circumstances beyond our control, such as a delay in the tickets being printed and sent through to us. We do everything within our power to ensure you receive your tickets before the event, however if circumstances mean we are unable to post them to you in time, we will make alternative arrangements for you to collect your tickets at the venue.

If you have not received your tickets 1 week before an event, or 2 days before an event where tickets have been booked within 2 weeks of an event, please click here to email Customer Services, please select 'I haven't received my tickets' from the Query Type dropdown. Or alternatively call us 0844 888 4408.

The latest you can inform us of non-receipt of tickets is 2pm on the day of the event. If you do not let us know by this time, we cannot guarantee you will be allowed entry.

Tickets for some performances may be sent out in batches. You should receive your tickets very soon. Alternatively, your friend could have purchased their tickets from a different ticket agent. Sometimes different agents receive their tickets from the promoters of the event at slightly different times. If you have any concerns then please call us on 0844 888 4408.

Please click here to email Customer Services or alternatively call us on 0844 888 4408.

If you have misplaced your tickets, you should contact us as soon as possible. Click here to email Customer Services, please select 'I've lost my tickets' from the Query Type dropdown. Or you can call us on 0844 888 4408.

We will do whatever we can to help, however you should be aware that it is not always possible for tickets to be duplicated. Generally, most seated tickets can be reissued but unfortunately General Admission, Unreserved or Standing tickets can not.

It is your responsibility to ensure that the event for which you have booked is taking place on the date it was scheduled for when you booked. However, when an event is cancelled, we will do our best to inform you as soon as possible after we are notified by the event organisers.

You may be asked to return your tickets to us at the address below. We will refund the face value of the ticket to the card that was used to pay for them. Where you are asked to return tickets, the refund will not be processed onto your card until we receive the tickets. We therefore recommend that all tickets that need to be returned are sent by secure post to:

Alive Tickets,
PO Box 4061,
Manchester
M60 1YT

We cannot accept responsibility for tickets that we do not receive.

It is your responsibility to ensure that the event for which you have booked is taking place on the date it was scheduled for when you booked. However, when an event is postponed, we will do our best to inform you as soon as possible after we are notified by the event organisers. Your tickets will remain valid for the new date unless we advise you differently.

If you cannot attend the new date you will be asked to return your tickets to us for a refund. We must receive the tickets a week before the new date or 1 week after you have been notified of the change, whichever is the later, unless specified otherwise. When we have received your tickets we will refund the face value of the tickets to the card that was used to pay for them.

Please note that a refund cannot be processed until we receive the tickets. We therefore recommend that all tickets that need to be returned are sent by secure post to:

Alive Tickets,
PO Box 4061,
Manchester
M60 1YT

We cannot accept responsibility for tickets that we do not receive.

Occasionally extra tickets are made available for certain events. Sometimes the capacity of an event may be extended or the sightlines may be altered, for example. It is often nearer the date of the event. It is always worth checking up until the date of the performance just in case.

If you are subscribed to our event alerts you will usually be notified of any extra ticket allocations or new dates for the popular concerts. Click here to subscribe.

• If we fail to fulfil an order as a result of any negligence, or similar act or omission of our own or in breach of contract. In these circumstances you will be entitled to a full refund including any booking fee charged.
• If an event is cancelled, moved to another date, or if there are significant changes to the event, namely a change of the headline act or venue and you no longer want to go to the event. In these circumstances we will only refund the face value of the ticket(s) to the card that was used to pay for them, as they are circumstances beyond our control and lead to us incurring further costs and charges.

We will only give refunds when we have received the tickets that you want to return and only in the circumstances mentioned above. It is your responsibility to ensure that we receive any tickets that you return so we recommend that all tickets that need to be returned are sent by secure post to:

Alive Tickets,
PO Box 4061,
Manchester
M60 1YT

We cannot accept responsibility for tickets that we do not receive.

Although we will always attempt to notify you when an event is cancelled, postponed or materially changed, it is your responsibility to ensure that an event is going ahead as advised at the time of booking.

Unfortunately not. We regret that we are unable to offer refunds or exchanges unless an event is cancelled, postponed or the content significantly changed.

Our event alerts brings you the latest news on live music and entertainment across the UK. We email our event alert to you weekly, usually on a Thursday. It contains advance notice of the most popular tours and events that are about to go on sale and updates on any other new events that have gone on sale during the previous week.

Simply click here to subscribe.

We recommend that you also take the time to create an account with us as your details will then be securely stored by us. This will make the booking process much faster each time you buy tickets from us and can sometimes make the difference to being able to obtain your tickets for really busy events when they go on sale. Please click here to create an account.

Many email programs will block email that fits the criteria that they define as Spam or Junk email. While this can sometimes be helpful, mail that you might be expecting from Alive Tickets could get unintentionally blocked by your email program's spam filters.

To prevent this from happening, you will need to add newsletter.alivetickets.co.uk to your address list to guarantee that you receive our Alive Tickets event alerts. Some email programs refer to this as "whitelisting" or a "safe or trusted sender list." If you cannot find this option in your email program, or do not know how to add us to your list, please review your email program's help documents for more information.

Some email programs require just the domain name to be placed in the Address Book. In that case, you would just need to add: newsletter.alivetickets.co.uk
If your email program requires you to add addresses, please try the following: *@newsletter.alivetickets.co.uk
(The asterisk at the beginning allows any address from newsletter.alivetickets.co.uk to be automatically placed in your whitelist.)

If you were expecting an email from us prior to adding our address to your whitelist, and did not receive it in your Inbox, please check your Junk or Bulk mail folders to see if it was delivered there by your spam filter. Once you have added alivetickets.co.uk to your safe or trusted sender's list you will receive all emails from us that you might be expecting, such as your weekly Alive Tickets Event Alert.

On every event alert you receive you will be offered the opportunity to unsubscribe.
If you have a Alive Tickets account you can also unsubscribe by signing in and selecting "View/Change My Details" from the My Account menu above.
If you do not have a full account, you can click here unsubscribe or use the Event Alerts link in the right-hand column of the site.

If you query is not answered here in our FAQs, click here to contact Customer Services.