Below you will find answers to the most common questions asked by RA Ticket customers.
The event I have tickets for has been cancelled or postponed due to the COVID-19 pandemic
I have already ordered tickets
I want to make an order
I want to use the resale service
I want to change the name on my ticket
I have ordered posted tickets
I want a refund
I still have a problem
The event I have tickets for has been cancelled or postponed due to the COVID-19 pandemic
Due to the impact of the COVID-19 pandemic, our customer support team are handling a high volume of enquiries.
They are working with each event organiser to confirm the process for ticket holders once an event is cancelled or postponed. You may have already received information via email or through the event organiser’s social channels. Please be assured that as soon as we receive information about any changes made to your event, you will be contacted by RA or the promoter immediately.
You do not need to contact RA Ticket Support.
You should also check in your order history to see if the skip your refund tool is available for your order. To do this, head to the order in the “My Tickets” section and look out for the “Refund”, “Keep” or “Donate” buttons.
I have already ordered tickets
Where is my ticket?
Most tickets sold through RA are digital and can be downloaded from My Tickets. Simply select your order and reenter your password, and you’ll be given the option to download your ticket. Alternatively you access your ticket via the RA Guide app for iOS.
Tickets for some events are only available to download 48 hours before the event starts. This helps prevent the circulation of fake or overpriced tickets.
In the UK we occasionally send out tickets by post. You can see if you've been sent ticket in the post by going to My Tickets and selecting your order. If you've purchased posted tickets, then the order page will display a shipping cost and shipping address.
Can I display my ticket on my phone?
Yes. Displaying your tickets at the venue on your phone is recommended. Save the environment and avoid unnecessary printing!
Do I need to take ID to the venue?
Yes. Valid ID is required to gain entry to most events. Please check the rules of your local government for the types of ID accepted in your area.
I’ve checked My Tickets but my ticket is not there. What do I do?
You may have bought the ticket using a different user account. If so, you should check My Tickets while logged into that user account. Here are some possibilities to consider:
- Were you logged into a friend’s account when you made this purchase?
- Do you have another email address? You may have created a separate user account with this address.
- Did you log in with Facebook? You may have created a new RA account linked to Facebook and purchased tickets with that account. Try logging out and then logging in with Facebook.
I want to make an order
How can I pay for my tickets?
You can purchase tickets through our website or the RA Guide app for iOS.
We accept the following payment methods:
- Visa
- MasterCard
- PayPal (available for all currencies except GBP)
- Maestro (only available for GBP and EUR)
- Apple Pay
- iDEAL (participating Netherlands banks)
We do not accept American Express or Diners Club cards.
What are booking fees?
Tickets purchased on RA are subject to a per-ticket booking fee.
RA pays gateway, bank and card charges for every transaction (including both purchases and refunds). The booking fee lets us cover these costs and maintain our 24/7 ticketing platform with a dedicated, global support team.
Please note that the booking fee is non-refundable.
Unlike other outlets, we will never add any additional "email delivery fees" or "card charges" at the end of the buying process. Our booking fees are always transparent.
Why was my purchase unsuccessful?
Here are some possible explanations for why your purchase was unsuccessful:
- You entered incorrect card details (e.g. card number or expiry date)
- You entered an incorrect security code/CVV
- The billing address you provided does not match the address your bank has registered for the card you used.
- You have insufficient funds in your account.
- Your bank may be blocking any transactions made through Resident Advisor—please contact your bank.
- An incorrect password was given at the 3D Secure stage. If you are using Visa, for example, the 3D Secure stage is called Verified by Visa and looks like this.
- Your current IP address is in a country that differs from your billing address. This can sometimes cause transactions to be blocked.
If in doubt, please contact us here.
I have been given a promo code. How do I make use of this?
There are 2 types of promo codes:
- Promo codes that give you a discount
- Promo codes that give you access to private tickets
Promo codes are special URLs that take you to an RA event page. If the promo code offers a discount, that discount will be applied automatically when you go to checkout.
If the promo code links to private tickets, then the URL will reveal tickets that can't be seen by the general public.
How secure is my personal information?
To make sure your information is absolutely secure, RA does not store your credit card details. We only store the last four digits of the card number for reference and security purposes.
Who decides the pricing and availability of tickets?
RA sells tickets on behalf of promoters and venues. This means RA does not set ticket prices or the amount of tickets that are on sale. Local taxes also affect ticket prices.
Should I buy an RA ticket from someone I don’t know?
Please only buy RA tickets directly from RA. RA does not condone buying or selling of tickets privately or through the secondary market, unless you are making use of the official RA resale service. If the event has sold out then we'd recommend using our resale service.
I want to use the resale service
How do I resell my ticket?
RA Tickets has a resale service that allows you to securely sell your tickets to other users.
If you have a ticket that you no longer wish to use, go to My Tickets and click on the order that you want to resell. Enter your RA password and then click "Resell Ticket."
When a ticket is resold through the queue, the original version becomes invalid, and our system generates a new ticket. You'll then receive a confirmation email and your money will be refunded. Tickets in the resale queue will only be available for purchase once the event is sold out.
Once entered into the resale queue, you will only be refunded if your ticket sells. Please note that we cannot guarantee that your ticket will sell.
The resale system may not be available for all events and its availability is at the discretion of the promoter. Posted tickets cannot be resold.
You will receive a refund equal to the amount that you paid for the ticket, minus the booking fee.
The event is sold out. How do I purchase tickets in the resale queue?
When tickets are entered into the resale queue, they become available for purchase in exactly the same way as normal RA tickets. The ticket box near the top of the event page will light up and you will have the option to add tickets to your basket.
We recommend that you keep checking the event page to see if tickets have been made available.
My ticket has not resold. Is it still valid for me to use?
Yes, you can still use your ticket at the event.
When do I receive a refund once my ticket has resold?
Please allow four to ten working days for the funds to appear in your account.
How do I remove my ticket from the resale queue?
You can remove tickets from the resale queue in the same way you added them. Go to My Tickets, click on the order in question and enter your RA password. You will see a "Keep Ticket" button which will remove your ticket from the resale queue when clicked.
I want to change the name on my ticket
You can change the name on a ticket by downloading the RA Guide app. You might want to change the name on a ticket if the promoter requires ID for an event.
To change a name launch the RA Guide app and open a ticket. You can change the name of the ticket using the pencil icon. Please note, you can only change the name of a ticket once. You can't resell a ticket once you've changed a name.
I have ordered posted tickets
I haven’t received my posted ticket. Where is it?
We only send physical tickets by post to selected events in the UK. Posted tickets are sent at least seven days prior to the event. Depending on the event, posted tickets are either sent by Royal Mail 1st-class or Signed For 1st-class (you can check which applies to your ticket order on your My Tickets).
If you have not received your ticket(s) three days before the event, then please contact us and we can arrange an alternative. Unfortunately, we cannot accept liability for missing tickets if you do not contact us within 48 hours of the event and refunds will not be available.
I have ordered a posted ticket and I’ve given the wrong shipping address. How do I change this address?
Please contact us here.
I want a refund
Can I get a refund for tickets I have bought?
We can offer a refund only if the event has been cancelled or rescheduled. If there has been other changes to the details of the event (e.g. a venue or lineup change), then it is at the promoter’s discretion whether a refund will be granted. This is covered in RA's terms and conditions.
My ticket has been resold / refunded but my payment card has been cancelled. How will I received my refund?
If you are using a debit card, refunds are returned directly to the bank account that was used for the initial payment. If this bank account has been closed, or if you used a credit card, then please contact us here and we can help you out.
I still need help.
Please contact us here.