Question 1

I'm an event organiser — how do I sell tickets through iTICKET?

Accepted Answer

iTICKET has two separate websites depending on what you need. To buy tickets to an event, you're already in the right place - browse and book at iticket.co.nz. To sell tickets for your event, head to hello.iticket.co.nz where our NZ-based team can help you get set up with ticketing solutions for events of all sizes, from school shows to stadium spectacles.

Question 2

Do I need an internet connection at the venue to show my ticket?

Accepted Answer

No! Once the ticket is saved to your Apple or Google Wallet, it lives on your device and can be accessed without Wi-Fi or data.

Question 3

I bought tickets for a group. Can I save them all to my phone?

Accepted Answer

Yes, you can download multiple passes to a single device and simply swipe through them for our team to scan at the door. Alternatively, you can share tickets directly from your wallet to theirs. Just remember: each ticket can only be scanned once.

Question 4

What if my phone battery dies or I lose my phone?

Accepted Answer

Don't panic! Our local team can look you up by name or email address - just bring a valid ID so we know it's definitely you.

Question 5

Can I still use my printed PDF ticket?

Accepted Answer

Absolutely, your printed PDF is still 100% valid. The digital wallet is there for your convenience if you prefer. Pick one version to show at the gate to keep things moving fast for the rest of the crowd.

Question 6

The "Add to Wallet" button isn't appearing. What should I do?

Accepted Answer

Check that your mobile browser is up to date or give the "My Tickets" page a quick refresh. If the button is still missing, it might be that this feature hasn't been enabled for your event. If you are really keen to go paperless and save some trees, get in touch with us at support@iticket.co.nz.

Question 7

What is an ePass?

Accepted Answer

Some events offer an ePass ticket delivery option, designed to collate multiple tickets into one tidy barcode. Perfect for festivals with multiple events or for group bookings, an ePass reduces the need to print out multiple eTickets or search for numerous emails to present on arrival at an event.

Rather than creating tickets based on an order, an ePass is based on the user profile and acts as a container for any tickets an individual has purchased to a specific event. An ePass also provides the flexibility to share tickets with others.

Note: ePass sharing does not manage funds between you and the recipient. iTICKET and associated Promoters take no responsibility for private resales or transfers of tickets.

Question 8

I can’t find my ePass Ticket

Accepted Answer

Login to your iTICKET account at the top right of your screen and click on the ePass Details tab. Alongside the MY ePASS heading, click the MOBILE ePASS button to present your ticket on a mobile device, or click PRINT ePASS to download or print your A4 ePass ticket.

Question 9

Why do I need to show ID with my ePass?

Accepted Answer

An ePass uses the user profile to collate any tickets an individual has purchased to a specific event. Showing proof of your identity is required to prevent ticket scalping. If you need to resell your ticket/s you can do so by sharing them, which transfers the tickets from your ePass to the person you are sharing to. See details below for how to share / resell your tickets with others.

Note: ePass sharing does not manage funds between you and the recipient. iTICKET and associated Promoters take no responsibility for private resales or transfers of tickets.

Question 10

How do I share an ePass ticket with others?

Accepted Answer

Not all events will have Sharing tickets available. If Sharing is available then the SHARE button will appear as instructed below, if the button does not appear then sharing is unavailable for your event(s). If you are sharing or gifting tickets without requiring payment, simply login to your iTICKET account at the top right of your screen and click on the ePass Details tab. Alongside the MY ePASS heading, click the SHARE TICKETS button and then use the toggles to select all the tickets you would like to share with a particular person (if you are sharing tickets with more than one person you’ll need to repeat this process for each recipient). Click the green SHARE button below your tickets and follow the prompts to enter your friend's Name and Email address.

Once completed, your friend will receive an email from iTICKET inviting them to accept your Ticket Share. As soon as they respond to your invite, you will be notified as to whether they have accepted your ticket/s or not. All accepted tickets will be transferred to your friend’s ePass and any declined tickets will be returned to your ePass for you to keep or share with someone new. Note: ePass sharing does not manage funds between you and the recipient. iTICKET and associated Promoters take no responsibility for private resales or transfers of tickets.

Question 11

In the event of a refund being required, who receives the funds on a shared ePass ticket?

Accepted Answer

Because ePass sharing does not manage funds between the Purchaser and Recipient, any refunds required by law will be issued to the original ticket purchaser as per our terms and conditions of sale [http://www.iticket.co.nz/home/terms-and-conditions]. If you have arranged payment between each other when sharing tickets, you will also need to manage any refund payments independently. iTICKET and associated Promoters take no responsibility for private resales or transfers of tickets. NOTE: If an event is cancelled or postponed without a predetermined postponement date being provided, or a refund is required by law, liability is limited to refunding the ticket price only. All other fees and charges are non-refundable.

Question 12

I’ve changed my mind! Can I cancel a Ticket Share?

Accepted Answer

If you wish to cancel a Ticket Share, so long as the invite has not been accepted, you can withdraw the invite at any time. Login to your iTICKET account at the top right of your screen and click on the ePass Details tab. Under the heading PENDING INVITES I’VE SENT, you'll find the ticket/s that you have shared with your friends. Use the toggles alongside each Ticket Share to select which invite you would like to cancel and click the WITHDRAW button. Follow the prompts to complete the withdrawal. Once completed, your friend will receive an email from iTICKET notifying them of the invite cancellation. The tickets will then be returned to your ePass for you to keep or share with someone new. Note: ePass sharing does not manage funds between you and the recipient. iTICKET and associated Promoters take no responsibility for private resales or transfers of tickets.

Question 13

Someone has shared an ePass ticket with me - what do I do?

Accepted Answer

Either click on the link provided in the email invite or login to your iTICKET account at the top right of your screen and click on the ePass Details tab. Under the heading PENDING INVITES I’VE RECEIVED, you will find the ticket/s that have been shared with you. Use the toggles alongside each ticket to accept (green) or decline (red). Once you are happy with your selection, click the CONFIRM button and follow the prompts to complete your response. Once completed, your friend will receive an email from iTICKET notifying them as to whether you have accepted their ticket/s or not. All accepted tickets will be transferred to your ePass and any declined tickets will be returned to their ePass for them to keep or share with someone new. NOTE: ePass sharing does not manage funds between you and the recipient. iTICKET and associated Promoters take no responsibility for private resales or transfers of tickets.

Question 14

Do I have to share tickets to the people I am arriving with?

Accepted Answer

No. If you know you are arriving as a family, carpool group or couple, you can leave everyone’s tickets on one ePass. Youth and Child tickets should also remain on the parent or guardian’s ePass, as they will not be allowed entry unless accompanied by a parent or guardian.

Question 15

Tickets shared to wrong email address

Accepted Answer

For the RECIPIENT: If you receive a Ticket Share invite to an email address that is different to your iTICKET Account, you can ask the sender to redeliver the invite to your correct email. Simply click the link in your Ticket Share email invite and follow the prompts to REQUEST EMAIL CHANGE. As soon as the sender accepts your request, your Ticket Share invite will automatically be delivered to your correct email address. For the PURCHASER: If you receive an email asking you to accept an email change, this is because your friend already has an iTICKET Account using a different email address. By accepting the email change request, your Ticket Share is automatically transferred to their existing account and a new invite is sent to their correct email address.

Question 16

My friend has lost their invite. Can I resend it?

Accepted Answer

You sure can! Login to your iTICKET account at the top right of your screen and click on the ePass Details tab. Under the heading PENDING INVITES I’VE SENT, you'll find the ticket/s that you have shared with your friends. Use the toggles alongside each Ticket Share to select which invite you would like to resend and click the RESEND button. Follow the prompts to confirm the redelivery (you can choose to resend to the same person/email, or edit the recipient if you wish). Once completed, your friend will receive an email from iTICKET inviting them to accept your Ticket Share. As soon as they respond to your invite, you will be notified as to whether they have accepted your ticket/s or not. All accepted tickets will be transferred to your friend’s ePass and any declined tickets will be returned to your ePass for you to keep or share with someone new. NOTE: ePass sharing does not manage funds between you and the recipient. iTICKET and associated Promoters take no responsibility for private resales or transfers of tickets.

Question 17

What happens if my friend does not accept my Ticket Share?

Accepted Answer

If your friend does not accept any tickets from a Ticket Share invite you have sent, the declined / or expired tickets will be returned to your ePass for you to keep or to share with someone new. iTICKET can not issue refunds or exchanges after a ticket has been purchased. Please be sure you choose your tickets carefully and agree to the terms and conditions of sale [http://www.iticket.co.nz/home/terms-and-conditions] before confirming your purchase. If an event is canceled or postponed without a rain date being offered, or a refund is required by law, liability is limited to refunding the ticket price only. All other fees and charges are non-refundable.

Note: Because ePass sharing does not manage funds between the Purchaser and Recipient, any refunds required by law will be issued to the original ticket purchaser as per our terms and conditions of sale. If you have arranged payment between each other when sharing tickets, you will also need to manage any refund payments independently.

Question 18

How to close my iTICKET account?

Accepted Answer

You can close your iTICKET account by emailing your request to support@iticket.co.nz. Please note that if you wish to purchase tickets from us again in the future, this erasure will not restrict you from doing so. However, you will need to sign up again. Please be aware that if you opted in to hear from either the promoter/venue of the events you booked tickets for, or from any third parties you may have chosen to hear from in a post-purchase offer, you may also need to unsubscribe from their future email communications via their unsubscribe links or by contacting them directly. Please see our full privacy policy for more information.

Question 19

What happens to my personal details once I register with iTICKET?

Accepted Answer

Your personal details are kept safe by iTICKET and the Promoter/and or Venue whose event you are booking tickets to. They will NOT be sold or passed on to any other party. If you've opted to receive email updates from us and have provided an email address, we will send you regular iTICKET email newsletters. You can, of course, opt out of this at any time. Click here [http://www.iticket.co.nz/home/privacy-policy] to view our full privacy policy.

Question 20

Does iTICKET store credit card details entered during the payment process?

Accepted Answer

No. For your security, we use Stripe, a leading payment processor. When you choose to save your payment information for future purchases or use PayPlan for payment, Stripe securely stores it as a token, not as your full credit card number. iTICKET does not have access to your complete credit card details.

Question 21

What security measures does iTICKET implement in its systems?

Accepted Answer

Purchasing tickets online using iTICKET is safe and secure. Information entered during the purchasing process is encrypted using a technology called SSL (Secure Sockets Layer). This widely accepted technology ensures secure commerce transactions on the internet.

Question 22

I've received my eTickets, do I have to print them?

Accepted Answer

If you have a phone that can display pdf files, you are welcome to open your eTicket on your phone and present this at the door to gain admission; We can scan and validate your ticket directly off the screen.

Question 23

Can I choose to have physical tickets couriered to me?

Accepted Answer

If a Promoter chooses to offer a 'Courier' delivery option, this will be offered to you during the booking process.

Question 24

Can I choose to pick my tickets up at the venue?

Accepted Answer

If a Promoter chooses to offer a 'Venue Pickup' delivery option, this will be offered to you during the booking process.

Question 25

How long does it take to receive my tickets?

Accepted Answer

This depends on the delivery method:
POST - tickets will usually be received 2 - 3 days after ordering but can take longer for delivery to remote areas or during peak periods.
COURIER - for residential and business addresses in the Auckland area, 1-2 days. All other orders should be received nationwide within 3 days. If your order is worth a large amount of money, we recommend choosing the 'signature required' courier option.
eTICKET - once payment for your order has been received, you should receive your eTicket within 5 minutes. Sometimes your Internet Service Provider may have delays with their email system, and therefore the delivery of your eTicket. If you haven't received you eTicket within 2 hours, please let us know.

Question 26

Can you notify me when my tickets are sent?

Accepted Answer

Yes. If you've purchased tickets online, or over the phone (and have provided your email address), we will send you a delivery notification email to let you know that your tickets are on their way.

Question 27

What is refund protection?

Accepted Answer

Refund protection is an optional ticket upgrade available to customers when purchasing their event tickets. Refundable tickets offer enhanced cancellation terms if you can no longer attend an event for one of the listed reasons, such as sickness, travel delays and adverse weather. The full refundable terms and conditions of sale can be viewed here [https://refundable.me/].

Question 28

Have I purchased refund protection?

Accepted Answer

View your original purchase confirmation email to check if you have purchased refund protection.

Question 29

How do I request a refund if I have purchased refund protection?

Accepted Answer

If you purchased refund protection during your original event purchase, you can apply for a refund using the link in your Order Confirmation. Refunds must be requested within 60 days of the event date.

Question 30

For what reasons can I request a refund if I have purchased refund protection?

Accepted Answer

There are over 20 emergency circumstances where you may request a refund. A complete list can be viewed in our refund protection Terms and Conditions,  here [https://refundable.me/].

Question 31

Can I request a refund if I change my mind about attending the event?

Accepted Answer

No, you may only request a refund for your ticket if your circumstances meet the approved reasons. Change of mind is not an approved reason.

Question 32

Can I upgrade to a refundable ticket after I’ve bought my tickets?

Accepted Answer

No, refundable tickets can only be selected at the time of purchase.

Question 33

Can I request a partial refund on my purchase if I have a refundable ticket?

Accepted Answer

Yes, you can partially refund your ticket purchase if your circumstances meet the approved reasons.

Question 34

What if an event is cancelled or rescheduled? Who do I contact for a refund if I have refund protection?

Accepted Answer

All refunds for cancelled or rescheduled events are handled directly by iTICKET. Details will be communicated directly to the ticket purchaser if an event is cancelled or rescheduled. You cannot request a refund on your refundable tickets if your event is cancelled or rescheduled.

Question 35

What is iTICKET PayPlan?

Accepted Answer

iTICKET PayPlan allows you to spread the cost of your event tickets by paying an initial deposit and then completing the remaining balance through instalments. This option is available only for online ticket purchases for certain events. Once you choose iTICKET PayPlan, you will pay a deposit and then select a payment plan (weekly, fortnightly, or monthly). The remaining balance is divided into equal instalments, which are automatically charged to your credit card on the scheduled dates. A valid credit card is required, and it will be securely stored for future payments. If a payment fails or you don't complete the payments by the due date, iTICKET reserves the right to cancel your order, and any payments made (minus the deposit and applicable fees) will be refunded. Tickets will not be issued until the full payment has been made. Please note that all deposits and related fees are non-refundable, and tickets purchased through iTICKET PayPlan cannot be exchanged or refunded, except as required by law.

Question 36

Can I make an extra payment or pay off my PayPlan earlier?

Accepted Answer

No, once the PayPlan installment plan is set up it is fixed to this plan.

Question 37

What is your Transaction Fee?

Accepted Answer

Each payment method will have a transaction fee. Selecting different payment methods will adjust the total amount shown on the final checkout page before paying, allowing customers to make a decision over which payment method suits them. This amount is dependent on the chosen payment method and the event organisers.

Question 38

How can I pay for my tickets?

Accepted Answer

We accept VISA, MasterCard, American Express, Afterpay, and Bank Transfer (online or at your local bank branch). If paying by direct credit, please note that we require at least five working days to receive and confirm your payment - this means that direct credit will not be available if booking tickets within five working days of an event.

Question 39

How does the bank transfer payment option work?

Accepted Answer

Book your tickets online as usual. Once you've reached the checkout page, just choose 'bank transfer' as your payment option. When you confirm your booking, we'll place your tickets on hold for up to three business days to give you time to make the payment through your bank account. Full instructions of how to make this payment will be shown on the confirmation page, and emailed to you as well. Once you've paid for your tickets, we’ll be notified overnight and your tickets will be sent to you on the next business day.

Question 40

How will the charge show up on my credit card?

Accepted Answer

If paying by credit card, the amount will show on your statement as ITICKET.CO.NZ LTD. If the promoter is taking credit card payments directly this will be stated on the checkout page and will be their own name on your statement.

Question 41

Can I get my tickets before I pay?

Accepted Answer

Tickets are not able to be generated unless your order is paid in full.

Question 42

Can I exchange my tickets?

Accepted Answer

Once tickets are purchased, exchanges aren't usually possible. If you have purchased a ticket for the incorrect date, please contact us before repurchasing. Please be sure you choose your tickets carefully and agree to the terms and conditions of sale [http://www.iticket.co.nz/home/terms-and-conditions] before confirming your purchase.

Question 43

What is iTICKET's refund policy?

Accepted Answer

By default, tickets purchased through iTICKET are non-refundable and non-exchangeable. Please choose your tickets carefully and ensure you agree to the terms and conditions of sale [http://www.iticket.co.nz/home/terms-and-conditions] before confirming your purchase. If an event is cancelled or postponed without a new date being offered, or a refund is required by law, our liability is limited to refunding the ticket price only, and all other fees and charges are non-refundable. iTICKET has partnered with Protect Group to offer optional refund protection on selected events. If you choose this upgrade at checkout and are unable to attend for one of their many protected reasons, you can apply for a refund in line with Protect Group’s refund protection Terms and Conditions. The links will be in your Order Confirmation.

Question 44

My name is on all the tickets, will my friend/colleague/family member be able to use this ticket?

Accepted Answer

In general, yes. Our system will automatically state the account-holder’s name on each ticket. But, don’t worry, the person presenting the ticket at the door will be the one to gain entrance. As long as they have a valid ticket, and meet all the necessary restrictions for the event (e.g. being over the minimum age), they’ll still be able to get in -- even if their name is different to what’s printed on the ticket.

Question 45

What happens if my tickets are lost, stolen or don't arrive?

Accepted Answer

If you are unable to locate your tickets, they can be located in your Account (https://www.iticket.co.nz/account/my-tickets). If needed, please contact us at support@iticket.co.nz or +64 (09) 361-1000 / 0508 iTICKET (0508 484 253) to assist you further.

Question 46

What does "BF" stand for?

Accepted Answer

BF stands for Booking Fee. The booking fee amount varies based on the event and the number of tickets. The total order amount will be confirmed during checkout.

Question 47

What doe "GA" stand for?

Accepted Answer

GA is an abbreviation for General Admission. This means you will be seated as you arrive on a first come first served basis, instead of having allocated seats.

Question 48

How do I book a dedicated accessibility seat/space?

Accepted Answer

If the event has allocated/reserved seating, please call our phone booking line on 09 361 1000 to enquire about accessibility tickets. Some venues offer dedicated seats/spaces for wheelchairs while others do not. We will be able to let you know what the best option is. Our standard phone booking fee will be waived for these orders.

Question 49

How to use the seating map when booking?

Accepted Answer

Select your seats by clicking the green dots on the seating map. If you are using a touch screen, it may be easier to zoom in close to the dot and then generally it's one click to see the seat number and another to select, the seat should then turn red once selected You can access your cart by clicking the cart in the top right corner (this will have a countdown showing once tickets are in your cart).

Question 50

What is FLEXi Pricing?

Accepted Answer

Some events have FLEXi pricing, which is determined by the event organisers and allows you to choose the price of your tickets ranging from a minimum amount to a maximum amount, rather than a set ticket price. You will notice a purple/red price box next to the ticket type, click this, select the amount of tickets, move the dial across to select your price, and then add to the cart.

Question 51

Can I purchase tickets over the phone?

Accepted Answer

Yes. Click here [http://www.iticket.co.nz/home/contact-us] or view our phone booking hours, call our booking line on 09 361 1000 or 0508 iTICKET (0508 484 253). Please note that phone bookings are subject to a phone Booking Fee.

Question 52

How can I purchase tickets?

Accepted Answer

iTICKET offers a variety of ways to purchase tickets. The most cost effective way to book tickets is usually online (iticket.co.nz) using a credit card. For phone bookings, click here [http://www.iticket.co.nz/home/contact-us] to view our phone booking hours, call our booking line on 09 361 1000 or 0508 iTICKET (0508 484 253). Please note that phone bookings are subject to a phone Booking Fee. Outlets are often available in certain areas for in-person bookings. If there is an Outlet available, this will be advertised on the event page.

Question 53

Can I purchase a door sales ticket at the actual venue?

Accepted Answer

It is best to purchase your tickets prior to the event to guarantee availability. However, if there are any unsold tickets to an event, these are generally available at the venue approximately 30 minutes prior to the start time. Please note that these will be sold on a 'first-in-first-served' basis. If an event is sold out prior to the start time, there will be no tickets available at the door.

Question 54

How do I know I have successfully chosen a seat?

Accepted Answer

If the event is in 'choose your own seat' mode, simply click any available seats using your mouse - these are in green. If the seat turns red, then you have successfully selected it - no other user will be able to choose it. The seat will remain 'selected' for approximately 20 minutes to give you time to either choose more seats or proceed through the checkout.

Question 55

What happens if I select a ticket or seat but don't complete the order?

Accepted Answer

Any selected tickets will be held for you for approximately 20 minutes. This gives you time to choose further tickets or complete your order. After 20 minutes, any selected tickets will be released back into the general pool of tickets for other users to purchase.

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