Consumer Help

ASTA is here not just for the benefit for its members, but also to help the public when it comes to dealing with the secondary ticketing market.

That can range from resolving issues surrounding online purchases, to answering questions relating to the conduct or practices of secondary ticketing websites and exchanges.

If you’re looking to make a ticket purchase, you can find a list of primary and secondary websites that sell event tickets on the Buying Guide page.

But if you’ve already bought a ticket from a secondary website and you’re concerned because it’s yet to arrive, then it’s important to be patient and remember that often tickets for events aren’t printed and dispatched until very close to show dates.

All four of the major UK secondary websites track all orders to ensure all tickets get to buyers in good time, and sellers that don’t deliver promptly are chased until they do.

Any seller that has issues fulfilling an order will be given time to resolve any issues, but ultimately if there’s any danger to you not getting what you’ve paid for, they will step in, which can mean upgrades, replacements, comparable alternatives, compensation, or a combination of all four.

Issues that go beyond tickets arriving on time are harder to deal with, especially if it comes to concerns over ticket validity or the verifiability of a purchase.

But if you are worried that you won’t get in with a ticket you’ve purchased just because the ticket has someone else’s name on, then this is something that you don’t need to be concerned with.

People regularly buy tickets for family, friends, work colleagues and children and they are also often given as gifts, particularly at Christmas - so it's absolutely fine to see someone else's name on a ticket you have purchased.

Our members only sell valid tickets, so if you've purchased your ticket from an ASTA member, either directly or indirectly, then you can be sure you'll be absolutely fine attending your event.

Ticket Fraud

If you feel you’ve been the victim of something more serious, such as ticket fraud or a scam, then it’s important to treat the matter as you would any other crime.

Action Fraud is the UK’s national fraud and cyber crime reporting centre, and they define ‘ticket fraud’ as being “when you buy tickets from a website or agent for a music concert or festival, a sporting contest such as a football match or rugby tournament, or a live comedian or performer, but the tickets either don’t arrive or turn out to be fake and you aren’t refunded.”

Like ASTA, Action Fraud advise people to only buy tickets from venue box offices, promoters, official agents or from well-known and reputable secondary ticketing exchange sites (see our Buying Guide page).

You can read more about ticket fraud, including examples of how criminals might try to trick you, what to do if buying from eBay or social media, and details on how to report ticket fraud, on the Ticket Fraud page of the Action Fraud website.

Secondary Contact Information

If you've purchased tickets from a secondary website and you're trying to get in touch regarding your order, please use one of the communication channels below to reach out to them.

Some are easier to contact than others, and some offer more ways to contact them than others. Social media, particularly Twitter, is a really good way of getting hold of the company you purchased from as all four operate regular social media customer service hours.

GET ME IN!
Website: Help/FAQ
Phone: 0333 321 9988
Twitter: @GETMEIN
Facebook: GETMEIN

Seatwave
Website: Help/FAQ
E-mail: supportuk@seatwave.com
Phone: 0333 003 5930
Twitter: @Seatwave
Facebook: Seatwave

StubHub!
Website: Help/FAQ
E-mail: service@stubhub.co.uk
Phone: 0800 358 8585
Twitter: @StubHubUK
Facebook: StubHubUK

Viagogo
Website: Help/FAQ
E-mail: customerserviceuk@viagogo.com
Phone: 020 3137 6080
Twitter: @viagogo