Frequently Asked Questions
Discount Codes
How do I redeem a discount code or voucher?
Your voucher works the same as a gift card or promotional code. On the checkout screen, you will see a section that says "Enter Promo Code." Enter your voucher or promo code in the text box and press "Apply Code" before you finalize your payment.
In some cases, TicketSmarter may offer promotions where the customer is requested to click to receive a promotional discount. In those circumstances, the customer must engage with the offer to receive the discount. In some cases, TicketSmarter will automatically populate the promo code field. In other cases, the customer will need to enter the code and apply it to their order.
Promotional discount offers/codes can not be combined.
All promotional offers/codes are subject to change and are at the sole discretion of TicketSmarter, Inc.
Find my PIN
Where do I find my PIN?
Your 8-digit PIN can be found in your receipt email. We assigned it, so don't worry if you don't remember creating one.
Can I change the email address on my order?
A new email address can affect the delivery of any current orders you may have. To ensure electronic tickets are not delivered to the wrong spot, the best choice is to reach out to our contact center here.
Get my Tickets
It's asking me to print my tickets. Can't I just show my tickets on my phone?
If your tickets are not marked mobile entry, then we cannot guarantee that the venue will be able to scan the barcodes unless they are printed.
I'm not at home or near a printer. How can I get my tickets printed?
There are many options. A local library or a hotel business center are good choices. Our best recommendation is to go to an office store, such as Staples or FedEx to print your tickets.
It says my tickets are ready, but I can't get them to appear! What can I do?
Try both the 'View and Print' and 'Download and Print' buttons. Disable your pop-up blocker. Make sure Adobe Acrobat Reader is installed and up-to-date, especially if you receive an error saying the PDF is invalid.
I see my tickets, but what can I do to make them print?
If you've already checked the printer connection and power source, restarted the machine, and ensured that you have ink and paper in the printer, then you may be experiencing a larger issue. Make sure Adobe Acrobat Reader is installed and up-to-date. If you are still unable to see your tickets after this we recommend going to a business center store such as Staples or FedEx to print your tickets.
I'm worried if I look at my tickets now, it won't let me print them later. Can I only do it once?
Once uploaded, your tickets remain available until your event. You can print or view them as many times as you'd like, whenever is convenient for you.
I don't know if I have Adobe Acrobat. How can I get it?
Adobe Acrobat Reader is a free program that can be installed from Adobe’s website.
What is a QR code?
A QR Code is a two-dimensional barcode that is readable by smartphones. So, if you see a barcode like the one below this means your tickets will need to be displayed on a smartphone for entry into your event.
It says my tickets are mobile entry. Can't I just print them?
If your tickets are mobile entry, then we can't guarantee the venue will be able to scan the QR codes unless they are displayed on a mobile phone. Plan ahead and make sure your smartphone is fully charged.
How do I get my tickets that were electronically transferred to me?
With electronic transfer, your ticket seller will be transferring the tickets into your possession using the name, email address, and phone number provided at the time of purchase. Your ticket seller will be sending you an email containing instructions on how to retrieve your tickets prior to the event. You will NOT print your tickets but rather display them on your mobile device to gain entry to your event.
We recommend that you download the specified app and create an account so you are prepared to accept the transfer as soon as the tickets are made available.
If you don’t see this email, please check your junk/spam folder. If you are still unable to find it, please contact our customer support team so it can be resent.
About my Tickets
Can you help us get more tickets?
Tickets are only guaranteed to be seated together if they're part of the same order. Once signed in, next to your order you will find a link to quickly shop for additional tickets to the same event!
I'm worried I lost my tickets. Can I get them resent?
eTickets in PDF format can be reprinted at any time. If you were shipped tickets, please contact our fulfillment team for delivery updates by using the contact information located below the ticket insurance information on your order receipt email. If you purchased insurance before February 7th, 2024, check with Allianz Global Assistance at (866) 456-3102 regarding your coverage. If you purchased insurance after February 7th, 2024, please contact Protecht Inc. at (844) 849-4827 or email help@fanshield.com. For Canadian customers (Except Quebec) that purchased insurance after February 7th, 2024, please call (888) 828-1866 or email help@insuranceinsight.ca.
What do I do if I receive the wrong tickets?
If you believe that you received the incorrect tickets, please reach out to our customer support team at your earliest convenience.
Why is there a different name on my tickets?
It is common for a different name to appear on the tickets when buying from a ticket resale marketplace. The name you are seeing on the tickets is the name of the ticket seller who originally purchased the tickets. This will not affect your ability to enter your event.
Why is there a different price on my tickets?
Tickets sold on our website are sold at market value, i.e. how much the tickets were worth at that time. This can be different than the face value printed on the ticket. Many tickets increase in price as the event nears and tickets become harder to find.
Will my seats be together?
All seats placed under a single ticket order will be located together unless otherwise noted.
Track my Order
My tickets are being shipped. Will I need to sign for my tickets?
Most of the time, a signature is required on delivery. If you're not there, FedEx will leave a door tag with instructions. They may redeliver the following day or hold at a local business for pick-up.
I need to change my shipping address. How can I do that?
We provide your seller with your preferred shipping address the moment you order. If your shipping address changes, please contact our customer support as soon as possible and they will communicate with the ticket seller to get your address updated.
Why are my tickets shipping to Connecticut? I don't live there!
Our sellers use FedEx for shipping services, and FedEx is unable to deliver to a PO Box. If delivery is urgent, we will reach out to you to find a street address to ship to instead. When there's plenty of time to honor your shipping request, we'll ship to our offices in Connecticut and then ship it via USPS to your PO Box.
My delivery date has passed. Why don't I have my tickets?
Our sellers list the date they plan to send the tickets. When there's a delay, it's often due to security restrictions to protect the integrity of the tickets. If your tickets are not already on their way, please notify our contact center here so we can check up on your order!
About my Event
My event was canceled. What do I do now?
If the event gets canceled entirely, we guarantee a full refund minus delivery fees. Your seller can let you know of any additional instructions, for example, if tickets need to be returned. If your event is postponed and will be rescheduled for a later date, your original tickets will remain valid for entry to the rescheduled date. If the venue reissues new tickets for the rescheduled event, the ticket seller will provide them to you.
I can’t go to this event anymore. What can I do?
We understand that things come up. Even though all sales are final, anyone can use your tickets. Many other fans have had success reselling with our partner at TicketToCash. It's very easy to use!
My event was postponed and I don't see the button to download anymore. What happened to my tickets?
For postponed events, ticket access may become restricted after the originally scheduled date. If you have not printed or saved the tickets, please contact our customer support team for further assistance.
What if I can't attend and bought insurance?
For customers who can't attend their event and purchase insurance, they can reach out to their ticket insurance provider for more information. If you purchased insurance before February 7th, 2024, check with Allianz Global Assistance at (866) 456-3102 regarding your coverage. If you purchased insurance after February 7th, 2024, please contact Protecht Inc. at (844) 849-4827 or email help@fanshield.com. For Canadian customers (Except Quebec) that purchased insurance after February 7th, 2024, please call (888) 828-1866 or email help@insuranceinsight.ca.
I didn't go to my event, can I get my money back?
Unfortunately, we cannot refund unused tickets.
Is TicketSmarter part of Ticketmaster?
TicketSmarter is a ticket resale marketplace and is not affiliated with Ticketmaster or Live Nation. TicketSmarter is not the ticket seller.
Is TicketSmarter Safe?
TicketSmarter has a 100% Ticket Guarantee and provides a safe and secure web platform for customers to buy tickets and uses https:// secure protocol. If your event is canceled and not rescheduled, you will receive a refund guaranteed.
