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Frequently Asked Questions


Is this site Secure?
We use 128bit SSL encryption (VeriSign SSL Certificate) to ensure the privacy of your personal information. This means you can place your order without fear of interception, provided you are using an SSL compliant browser such at Netscape Navigator or Internet Explorer. During your purchase you should see a padlock in the 'locked' position at the bottom right corner of your browser.


Which credit cards do you accept?
TicketAnnex.com accepts American Express, Visa, Discover and MasterCard & debit cards with the Visa & MasterCard logos.


What is your refund policy?
Refunds are only issued if an event is canceled or rescheduled and under the direction of the event promoter or venue operator. Always verify Date, Time and Location prior to completing a purchase to ensure you are buying the date you desire. Customer Convenience Charges are Non-Refundable.


How can I be sure my order was processed?
The final step in purchasing tickets is to enter your credit card number and click the "Finalize Order" button.

Once you click "Finalize Order", your credit card is verified and charged. DO NOT PLACE ANOTHER ORDER. When you click the Finalize Order button, your financial information is set to the payment processor – regardless of what your browser is doing. Even if the browser displays some sort of error message, it is possible that your transaction was still successful.

You should immediately get a "Confirmation Page" that includes your transaction number, and all details about the event you purchased tickets for.

IMPORTANT: If you recieve an error message that says "Address Verification Error", DO NOT ATTEMPT MULTIPLE TRANSACTIONS, AS THIS WILL WILL PLACE THE AMOUNT YOUR TRYING TO TRANSACT INTO A "HOLD" STATUS IN YOUR ACCOUNT!

First call your bank and verify that the address you are using as the "Billing Address" is the one that is on file at your bank for that card/account number. Be advised that pending transactions can take anywhere from 5-15 business days to be dropped by your bank. Contact your bank for their specific policies.

IF YOU DID NOT RECEIVE AN ORDER NUMBER AND CONFIRMATION FROM OUR SYSTEM, THEN NO ACTUAL CHARGE HAS BEEN POSTED AGAINST YOUR ACCOUNT!! Only a pending transaction that will eventually drop and the money will be released back into your account.

If you received a confirmation screen on your computer, you should also received a confirmation by email within 15 minutes.
Please print this confirmation page and present at the event you are attending, together with a valid ID as proof of purchase.


For Print-at-Home tickets, be sure to print only one copy of each admission ticket and present at the event you are attending. This will provide you admission just like a regular ticket at the event door.

If you feel you did everything correct, or you loose your internet connection during card verification, please contact us at
service@ticketannex.com to verify the transaction and/or receive a duplicate.


What are my options for ticket delivery?

Your delivery options will appear for selection during the order process. At least one of the following will appear:


  • Mail: Tickets can be mailed via regular U.S. Postal Service couriers up to 8 days prior to an event. TicketAnnex is not responsible for tickets that may be lost by the postal service. There is a $2.50 charge for the mail delivery option.

  • Print @ Home: Your tickets are emailed to you within minutes of your order. All you need to view & print them is Adobe Acrobat (free to download) and a printer. There is a $0.50 fee for Print @ Home tickets. (**See additional information below)

  • Will Call: Your tickets will be held for you at the venue box office or entrance. (**See additional information below)


What does the term 'Will Call' mean?
Will-Call is a box office term that means tickets are to be picked up at the location of the event - on the day of the event. In the instance of online purchases, Will-Call tickets will generally be available beginning 90 minutes prior to the event. Will-Call tickets are held under the name appearing on the credit card used to make the purchase. In most venues you will be asked to present a photo ID and/or the credit card used to make the purchase for verification purposes. Be sure to have both a valid photo ID & the credit card used to make the purchase available to pick-up your tickets. (Also see “Will Call Forward”)

Another term Box Office's use to refer to this is CABO: "Collect at Box Office".


What if I'm purchasing the tickets for someone else? How can they pick-up the tickets? (Will Call Forward):

TicketAnnex.com makes this process easy & safe. When you purchased your tickets to any event, you created an account on the TicketAnnex system. If you purchased tickets to an event and cannot attend or were purchasing them as a gift, you can simply log into your account on the TicketAnnex system (Customer Login) and when you do, click on the “Forward Tickets” link. Simply follow the instructions there and you will be able to place the name of the individual who is picking up the tickets on the Will Call List. You can also forward your Print @ Home tickets to someone else here.


What is Print-at-Home?
Print-at-Home (P@H) is a convenient delivery option available through the TicketAnnex.com website. This option allows customers to print their tickets from home for no additional fee. With this option, customers no longer have to stand in long will-call lines or wait for tickets to arrive through the mail.

How does Print@Home work?
When P@H is chosen as the delivery method, you will receive two emails. The first email is the confirmation email that contains the details of your order. The second email you will be sent has an attached PDF file which contains your tickets. It is recommended that you save this attachment to your computer. In order to open this attachment you will need Adobe Acrobat Reader 4.0 or higher. Adobe can be downloaded for free at www.adobe.com. Print out your tickets and bring them with you to the venue.

What are the benefits to choosing Print@Home?

  • You will receive your tickets the same day - typically within one hour of your order.

  • You can print your tickets out at your convenience - no more worrying about misplacing your tickets.

  • You avoid waiting in will-call lines.

  • No more waiting for your tickets to arrive via snail mail or worrying about them being lost or stolen during delivery.


Do I need any special hardware or software to use Print@Home?
To print your tickets via P@H, you will need:

  • Any inkjet or laser printer - color or black and white - with a resolution of 300 dpi or more. Tickets should be printed on 8.5" x 11" plain white paper for the best results. If you are unsure of your printer's resolution/dpi, check your printer manual. You must print your tickets in BLACK ink.

  • Adobe Acrobat Reader 4.0 or higher. If you do not have Adobe on your computer, you can download it for free at www.adobe.com.


Are the tickets I print out all I need to gain entry to the event?
Yes. The tickets you print through your personal printer are valid, legitimate tickets. They will be scanned and accepted just as tickets that are mailed from TicketAnnex.com or picked up at the box office. It is recommended that you keep them in a safe place and protect them as you would any other ticket. Even better, you may want to keep them un-printed on our system until the day of the event. You'll just need to access the
Customer Login (find the “Sign In” link on our homepage), click on the “View Your Orders” link and select the correct order to print. Remember, if copies are made of your ticket, only the first one scanned will be accepted.

Why isn't Print@Home available for all events?
Only venues & promoters with proper scanning equipment can accept P@H tickets. While we strongly encourage our venue & promoter clients to utilize this service and acquire the necessary equipment, not all venues & promoters have acquired the technology. Be sure to mention to those events producers that you want the convenience & ease of P@H ticketing.


What if I can't use my Print@Home tickets? Can I give them to someone else?

When you purchased your tickets to any event, you created an account on the TicketAnnex system. If you purchased tickets to an event and cannot attend or were purchasing them as a gift, you can simply log into your account on the TicketAnnex system (Customer Login) and when you do, click on the “Forward Tickets” link. Simply follow the instructions there and you will be able to select the orders you wish to forward to a friend or relative and choose the “Print at Home” delivery method in the pull down box to the right. When you hit the “Proceed” button, you will be asked to define the name of the person (first & last name), their email address and assign them a pin code. Choose a simple pin (4-5 digits) and hit the “Proceed” button. You've now forwarded your tickets to another person for that event!! We recommend you contact that person with the pin code you've assigned them to ensure a smooth print-out process for them.


Can I exchange my seats for another date or time?
Our agreement with the venues and/or promoters is that all sales are final, our contract does not permit us to issue refunds or exchanges, however some venues will be able to honor your request for exchanges if given notice at least 24 hours before the performance you hold tickets for, and alternate performances are still available for booking. Please check directly with the venue Box Office or Promoter for details.


What happens if the event is canceled or rescheduled?
In the event of a cancellation or rescheduling of an event, TicketAnnex.com will notify all ticket buyers as soon as we receive notification about the change. In all instances you will be given an option of a refund (Convenience Fees are Non-Refundable). If the event has been rescheduled you will be given first opportunity to have your tickets exchanged for the new date and time.


How can I sell tickets at TicketAnnex.com?
Please visit our
Promoter Info page.


What are Cookies?
A cookie is a file created by an Internet site to store information on your computer, such as your preferences when visiting that site. For example, when you inquire about a performance schedule at our Web site, the site must create a cookie that contains your selection. This file will hold the event you selected, the date & time, you selected, the quantity & price of the tickets, your name and address data and lastly your credit card information. All of this information needs to be maintained in a temporary file until you complete the transaction. Once you have completed the transaction and have printed your confirmation you can erase the cookie from your hard disk, or leave it. These are very small files and take up relatively little space on your computer.

Cookies can also store personally identifiable information. Personally identifiable information is information that can be used to identify or contact you, such as your name, e-mail address, home or work address, or telephone number. However, a Web site only has access to the personally identifiable information that you provide. For example, a Web site cannot determine your e-mail name unless you provide it. Also, a Web site cannot gain access to other information on your computer.


What is your Purchase Policy?
Click here to view
Purchase Policy


Why don't I see tonight's event listed?
This could be because of one of two reasons:

  1. This is a special private event or fundraiser and tickets were not allocated for Internet Sales, or

  2. This performance has already been taken "Off Sale" for Internet transactions.

  3. Limited tickets may still be available directly from the Box Office or Promoter.


What about discounts, coupons, or other prices?
Each venue or promoter sets it’s own price structure, and the ticket prices and categories available at our website are the only ones we have been authorized to sell online.

Some venues may offer their own ‘in house’ discounts, special prices, and categories, that are not available online. They may also accept coupon and promotions that we cannot offer through our website.

Please remember that all sales are final. If you have any questions about special prices, or feel you are entitled to a particular discount that we do not offer online, be sure to contact the venue’s box office or event promoter for information, before you make your online purchase.


What does “Sold Out” and “Off Sale” mean?
Sold Out means that all of the tickets allocated to us for a given performance have been purchased.

Off Sale means that the time has passed during which we can sell tickets online to a particular performance.

In either case, additional tickets may still be available directly from the venue. Contact their box office, for further information.


What are the Convenience Fees?

TicketAnnex is a business that provides a service, for a fee. TicketAnnex charges a service fee in the same manner that a travel agent would charge a fee for using their service. The TicketAnnex service fee pays for ticket distribution, installation and maintenance of computer hardware and software, telephone lines, labor and all other costs associated with processing a transaction online or via our charge-by-phone system. TicketAnnex does not collect any portion of the ticket face value. Our charge provides the convenience of being able to purchase tickets either online or over the phone from the comfort of your home, office or even your mobile device (Convenience Fees are Non-Refundable). Tickets can always be purchased directly from the venue box office or promoter without our service fee. Please contact the venue or promoter directly for more information.