Why have I not received a ticket?

Don’t worry, your money won’t be lost. Either your order went through and the email with your tickets has ended up in your spam folder. Or the order wasn’t completed: then any amount charged is refunded to you automatically.

Getting your tickets by email again

Nothing in your spam folder? Then send yourself the tickets again, even without an account:

1. Open Find tickets.
2. Under Email address, enter the address you used to order.
3. Click Find tickets.

If there’s an order for this address, you’ll receive your tickets by email. If nothing arrives within 15 minutes, use Change email address to try another address.

Charged but no tickets?

Once your payment has reached us, we complete the order automatically, even if you closed the window. Your tickets then usually arrive within a few minutes. If they sold out in the meantime, we refund the amount to you automatically. You don’t need to do anything, and there’s no email about it.

Payment didn’t go through?

If the shop shows an error message, no order was placed. Check your card details and the 3-D Secure confirmation and try again, or use a different payment method. If you’ve already tried several times, first use Find tickets to check whether an order went through after all.