If you purchased tickets through Ticketmaster but do not see them in your Ticketmaster account, there are a few potential reasons why this may occur. The most common causes are that the tickets were transferred to someone else, the purchase was made as a guest rather than through an account, the wrong account is being checked, or the tickets are for an event that has not yet been loaded into accounts by the event organizer. With a few simple steps, you should be able to locate your tickets or determine why they are not appearing as expected.
Checking for ticket transfers
The first thing to check is whether the tickets have been transferred out of your Ticketmaster account. If you purchased tickets but then transferred them to someone else by changing the name on the tickets, they will no longer show up in your account. Log in to your Ticketmaster account online or via the mobile app and go to your purchase history – if there is an indication that the tickets have been transferred, that is why they no longer appear in your account.
Purchasing as a guest
Another common reason tickets may not show up in your account is if you purchased them as a guest rather than logging into or creating a Ticketmaster account. As a guest, your purchase is associated with your email address and credit card information rather than an account. If you think you may have purchased as a guest, you can retrieve your tickets by going to Ticketmaster’s sign-in page and clicking “Find Tickets” – enter the order number and billing email or credit card used and your tickets should appear.
Checking other accounts
Be sure to check whether you might have purchased the tickets through a different Ticketmaster account – either another account you own or someone else’s account. For example, you may have purchased tickets as a gift for someone else and had them sent to their Ticketmaster account. Or you may have multiple Ticketmaster accounts under different email addresses that you have forgotten about. Trying signing into other accounts you may own or have access to in order to verify the tickets are not showing up there.
Event not yet loaded
In some cases, you may have purchased tickets for an event that the event organizer has not yet chosen to load into Ticketmaster accounts. This is most common with smaller events or venues. Until the event is loaded by the organizer and ticket barcodes are pushed out to accounts, your tickets will not show up. You can contact the event venue directly to inquire when your tickets will be loaded if the event date is approaching and they are still not appearing.
If you have checked for transfers, purchased as a guest, looked in all possible accounts, and the event date is nearing with no ticket barcodes, it is time to reach out to Ticketmaster directly. You can contact Ticketmaster customer service by phone, chat, email, or social media to get assistance locating your tickets or determining what the issue may be. Be ready to provide your order number, last name, and email or credit card used to make the purchase – with this information Ticketmaster can look into the status of the order and let you know why the tickets are not appearing as expected.
Checking your confirmation email
When tickets are purchased through Ticketmaster, a confirmation email is sent containing details on the order. Locate this confirmation email by searching your inboxes for an email from Ticketmaster received around the date/time you purchased the tickets. The confirmation will contain useful information such as the order number, section/row/seat details, price and quantity of tickets purchased. It will also indicate how the tickets will be delivered – whether by standard mail, UPS, or directly into a Ticketmaster account. Reviewing this confirmation email can provide helpful clues on what may have happened with your ticket order if the delivery details do not align with what you recall purchasing.
Reviewing your credit card statement
Checking your credit card statement from the period when you bought the tickets is another way to gather more clues. Scan charges for a Ticketmaster purchase around the timing you believe you bought the tickets. The charge amount can confirm how many tickets you purchased and the dollar amount spent. Seeing a charge from Ticketmaster provides proof a purchase was in fact made, even if the tickets are not showing up as expected based on the purchasing method. With the charge amount details, you can go back to Ticketmaster to inquire about locating the associated tickets.
Using Ticketmaster’s ticket insurance
If you elected to purchase ticket insurance from Ticketmaster at the time you bought your tickets, the insurance may help replace any truly lost tickets. Ticket insurance costs a small fee, but protects against lost, stolen or damaged tickets. If your tickets remain unfound after extensive searching and you did purchase the insurance, you can file a claim to have replacement tickets issued. Just be aware policies have limitations such as only covering 4 tickets maximum per event. Rules, exclusions and limitations apply so review policy details closely when filing a claim.
Recovering tickets never received
If you purchased tickets to be shipped to you (via standard mail, UPS, etc.) but never received them, there are still options to recover the tickets. First, contact Ticketmaster to confirm the delivery address they have on file – it’s possible the tickets were mailed elsewhere if you provided incorrect shipping information. Ticketmaster can also check with UPS or mail carriers to see if they have more information on the ticket delivery. As a last resort, if it is confirmed the tickets were lost in transit and you did not purchase insurance, Ticketmaster may be able to help reissue the tickets but fees are typically involved.
Getting help from your bank/card
For extreme situations where tickets remain unfound and Ticketmaster is unable to assist, you can turn to your bank or credit card company that you utilized for the purchase. Banks and cards have protections in place for customers who purchase goods or services but never receive them. You can file a claim to dispute the charge and potentially receive reimbursement for the cost of the tickets that were paid for but never received or found.