Last updated September 19th , 2016

Frequently Asked Questions

I ordered tickets for an event and didn't receive them in the mail. What should I do?

If you do not receive your tickets at least 4 days before the concert, contact us using the Customer Support tab at: Customer service is closed on Saturdays and Sundays. Please do not email us late Friday or over the weekend for an event happening that weekend. We will not receive your email until Monday morning.

What if it is late Friday or the weekend of the event? Go to the event; do not stay home! Take your confirmation email and a picture ID with you and report to the will call/box office window. iTickets provides every event coordinator/promoter with a list of iTickets Ticket Buyers for their event. The venue is not always in charge of the tickets iTickets sells. If venue staff is confused that you purchased tickets through iTickets, ask to speak with the event coordinator/promoter. Do not take ‘No’ for an answer. All tickets sold through iTickets are honorable.


The Box Office or Will Call is usually located in the building where the event is taking place the night/day of the show. In the case of a large arena or theatre, they usually have a window to get your tickets. Churches and other venues sometimes just set up a table inside the front door. In any case, your tickets will be held for you at the event. Some places will have their box office open an hour before doors open the day of the show, others open their will call the same time they open the concert doors. Always take a picture ID with you as well as your order number.

Will Call is very common when ordering tickets within 10 days of the event, often there is not enough time to send tickets in the mail. Some events are Will Call only and do not offer physical tickets in advance. iTickets does not have control over the decision to offer Will Call, where the Will Call locations are set at an event, or the time Will Call opens at each event.

I need help with my order, who do I contact?

Contact us using the Customer Support tab at:

I have a question about an event that iTickets is not selling for, who do I contact?

If you would like more information about an event, try calling the information number or go to the information website listed for that event. We always post all of the information we receive, so if for example, start time is not listed for an event, that means we don't have that information.

Why haven't I received an email containing my order confirmation?

Important account information communicated through email may be affected by any email filtering "SPAM" software you have installed on your computer. We use your email address to confirm your registration, online order status or payment confirmation, notify you about event changes or cancellations, respond to inquiries and to keep you updated about news and information relevant to you. To ensure that you receive important emails from iTickets, do one of the following: Add the "" domain to your email "clean list". If your settings do not allow you to add email addresses to a clean list, use their Help section or contact your email/Internet provider's Customer Support to research your configuration options. Disable your email filtering "SPAM" software.

I bought tickets and now I can't go to the concert. Can I get a refund?

Orders placed through iTickets are non-refundable and non-exchangeable. If you order tickets and cannot use them, you can sell them or give them away to a friend.


VIP/Gold/Artist Circle Seats are typically seats located in the front center sections, they can vary per event/venue. They usually cost more for the privilege. These tickets usually do not have a discount offer like group or child price.

What is the service charge for?

Service charges are collected to cover the cost that the credit card company charges to process your order and iTickets' operational cost. Included in the operational cost is the handling for your order. Service Charges also help to guarantee the refund of the cost of your tickets due to a cancellation. iTickets does not refund service charges. Service charges may be different for each event. When you place an order it will show you the total service charge before you accept the order.

Are service charges or fees refundable?

No. iTickets does not refund service charges. Service charges are collected to cover the cost that the credit card company charges to process your credit card and iTickets’ operational cost. Included in the operational cost is the handling for your order. Service Charges also help to guarantee the refund of the cost of your tickets due to show or event cancellation.

I placed an order but I did not receive a confirmation number.

If your order has been placed correctly, you will receive a confirmation number immediately on the last page of your order and it will also be emailed to you. If you do not receive a confirmation number and you have an iTickets account, check to see if your order is recorded online via 'My Account' under 'MyOrders'. If you do not see your current order listed, iTickets did not receive your order. Contact us using the Customer Support tab at:

How do I update my profile?

While signed into click on 'My Account' at the top of the home page. Click on 'Edit Your Membership Profile, make the changes needed, then select ‘Process’

What time do iTickets tickets go on sale?

If tickets are available via iTickets they will go on sale at the time stated on the event web page. If you want to order over the phone the iTickets phone center is open (M-Th) 9AM-6PM and (Fri) 9AM-5:30PM (ET). Not all events listed on iTickets are sold on our website. Other outlets have different hours. Please consult the events web page to see who is selling the tickets. A place order button can lead to a website outside of iTickets.

What gives? I was on your site yesterday and was told there were no tickets available for a show I wanted to see. The next day, my friend bought great seats from you, just before the show!

When a concert is placed on sale, sometimes seats are reserved for different reasons, such as artist and promoter complimentary tickets, media and promotional tickets, etc. These tickets are considered "on hold" and unavailable. Once the artist, promoter, or media outlet decides they will not be using their full allocation of tickets, these seats are returned to iTickets and made available for sale.

Why is there no ticket information listed?

iTickets always lists all the information we have for each event. Often, we are only given venue information. If we receive more information about an event it will be posted. Other search ideas: artist website, call the venue, search the internet, contact local Christian radio station.

Can iTickets get me backstage passes?

Backstage passes are not available through iTickets. Try contacting the management company or fan club of the artist for whose show you wish to receive backstage passes. However, become an iTickets Insider to get the inside scoop on contests and giveaways!

I can't remember my password, what should I do?

If you do not remember your password, leave the password field blank, select ‘Go’, and we will send you an email to update your password.

When I order tickets through iTickets, can I choose my seats?

iTickets is setup to allow customers to choose their seats for reserved seating shows, but for a variety of reasons, not every promoter or venue chooses to use this service. When you order tickets for a reserved seating show, there are two possible scenarios: 1) you are given the opportunity to select which seats you prefer based on how many tickets you want, the price point of the tickets you want, and what is currently available when you order, or 2) ticket orders will be filled in the order they are received and you will be given the best available tickets.

I am interested in purchasing tickets for my children, but the event I am interested in does not list child prices. How can I get discounted rates for my children, or what are the ages for children tickets?

Not all events have child rates. If child rates tickets are not listed for an event, that means they are not available for that event. If this is the case, children will need to purchase the regular priced ticket. Normally, children over the age of 2 years will need to have a ticket. If you would like to find more detailed information for an event, contact us using the Customer Support tab at:

I ordered tickets for an event for one of my friends, but these tickets are being held at the door. How can I change the name the ticket is under?

Contact us using the Customer Support tab at: Let us know the name the ticket(s) should be held under and we will get it updated for you!

I emailed iTickets and didn't get a response? When can I expect a reply?

We do our best to respond to emails as fast as we can. Our normal business hours are (M-Th) 9AM-6PM and (Fri) 9AM-5:30PM (ET). If you email after 5:30PM on Friday your email will not be read until Monday morning. Normally you will receive a response within a day or two. We do respond to all emails we receive.

Why does iTickets need a valid phone number & email address when I place a ticket order?

  1. To contact you if the event is cancelled or has any major changes such as start time or location.
  2. To contact you if there is a problem with your credit card.
  3. To uphold credit card processing laws.
  4. To email your tickets to print or a confirmation for your records.

Why are the tickets I want to purchase no longer on sale on iTickets?

Sometimes iTickets is asked to stop selling tickets before an event because the event coordinator/promoter wants to handle the event sales differently. If the event is sold out, and iTickets was notified, we will mark it as such on the iTickets event web page.

I ordered tickets through iTickets and just found out the event is cancelled. How do I get a refund?

If you purchase tickets for an event through iTickets and the event is cancelled, you will be notified of the cancellation and automatically be refunded for the cost of the tickets. Refunds typically take 3-5 business days to show up in your account. iTickets does not refund service charges.

I ordered tickets by mail order but haven't receive my tickets yet. My order doesn't show up on MyOrders page. When can I expect my tickets?

To check on the status of your order, contact us using the Customer Support tab at: Include information about the event you ordered tickets for: date, artist, city, state; or you can call our phone center at 800-965-9324 (M-Th) 9AM-6PM and (Fri) 9AM-5:30PM (ET).

I cannot print my tickets. I have the most up-to-date Adobe Acrobat, and when we put in the info - nothing happens. What do you suggest?

Please try using a browser such as Google Chrome, FireFox or Safari. We have found Internet Explorer to be less compatible with the latest in web design, often creating unpredictable results or errors. If you are still having an issue printing, please contact us using the Customer Support tab at:

I am an Artist/Booking Agent/Promoter/Church/Venue. How can I get my concerts listed?

iTickets offers a free listing service to everyone. First you need to sign-up as a member. Then click on the ADD EVENT button in our menu. You will be prompted to become a promoter. Once you fill out the information requested, your account will be turned into a promoter account within 24 hours. Once you are a promoter you can add shows OR send a list to

I am an Artist/Booking Agent/Promoter/Church/Venue. How can I get iTickets to sell tickets for my event?

You can get started by contacting us via the contact form at: Prefer talking to a human? Give us a call at 800-521-0290.

Gift Cards

Is there a minimum/maximum purchase per gift card?

Currently the minimum is $5/gift card. iTickets reserves the right to change this minimum amount at any time.

Can I purchase a gift card via cash or check?

At this time credit card payment is the only way iTickets Gift Cards can be purchased.

Do iTickets Gift Cards expire?

No, but we encourage you to "use it before you lose it". Stolen gift cards cannot be replaced.

Can I get a plastic gift card instead of a paper one?

Currently we only offer e-gift cards.

How do I receive my gift card?

A link to print/view your gift card will be sent to the email address provided on the order. The gift card will arrive within a few minutes and will be activated immediately. There is nothing you need to do to activate it. If you would like the gift card mailed to you that is an option as well. There is a $3.75 order fee to mail gift cards. Please note: you will get the same paper gift card that you print out at home sent to you in the mail. Choosing the mail option does not mean you will be sent a plastic gift card.

Can I reload my gift card?

At this time we do not allow reloading gift cards.

Can more than one gift card be used on a single purchase?

Only one gift card can be used per purchase.

How do I check my gift card balance?

All you need is the gift card number and pin number, both can be found on the actual gift card. You can check your balance by going online at

Are there any fees to purchase a gift card?

No, there are no fees to purchase a gift card unless you choose to have them mailed to you for a $3.75 per order fee.

Why can't I use my gift card on some events selling tickets on iTickets?

Most of the tickets and associated services will accept gift card payment. Events and services on iTickets are not owned by iTickets and therefore some may not accept gift card payment. However this should be very few and far between, if at all. At this time iTickets Gift Cards cannot be used for tickets to events that are not in the United States.

Can an iTickets gift card be exchanged for cash?

No, the unused value remains on card and cannot be redeemed for cash.

What if I lost my gift card?

We can resend your gift card to you. However we cannot reissue gift cards. If your gift card was stolen and used, we cannot replace it. Please protect your gift card like cash. You are responsible for keeping it safe.