Getting help and support

If you can't find what you need in the help centre, you can raise a support ticket and our team will get back to you.


Creating a support ticket:


  1. Click Help & support in the navigation menu.
  2. Click New ticket.
  3. Fill in the form:
  4. Subject: a short summary of your issue.
  5. Type: choose the category that best fits: Question, Bug report, Refund request, or Other.
  6. Priority: choose Normal for most issues, High if you are contacting us on the day of an event.
  7. Description: describe your issue in as much detail as you can. If it's a technical problem, include what you were doing when it happened and any error messages you saw.
  8. Attachments: you can attach screenshots or files (such as a PDF or CSV) to help illustrate the issue.
  9. Click Submit.


Tracking your ticket:


After submitting, your ticket appears in the support list with a status:


  1. New: received but not yet assigned.
  2. Open: being looked at by the support team.
  3. Awaiting your reply: the team has responded and needs more information from you.
  4. Closed: resolved.


Click any ticket to open the full conversation thread. You can add further messages and attachments at any time.


Tips for faster responses:


  1. For event-day problems (door list issues, payment problems), set priority to High and include your event name and performance date in the description.
  2. For refund requests, include the order reference number from your Orders page.
  3. Screenshots are often the fastest way to describe a visual or technical problem.