Frequently Asked Questions

If you can't find the answer to your question in the list below, get in touch with us here.
Tickets
How can I purchase tickets?

iTICKET offers a variety of ways to purchase tickets - phone, web or at an outlet (where available). The most cost effective way to book tickets is usually online using a credit card.

Can I purchase tickets over the phone?

Yes. Click here or view our phone booking hours, call our booking line on 09 361 1000 or the Freephone number listed on the event advertisement. Some promoters also advertise their own booking number which can be used to book tickets too. Please note that phone bookings are subject to a phone Booking Fee.

Can I choose my own seat?

Absolutely! iTICKET is one of the first Event Ticketing companies in New Zealand to enable you to do this online! Each event on our website has it's own unique venue layout, depending on whether the promoter wants us to allow you to choose your own seat. Alternatively, for GENERAL ADMISSION events, you simply select how many tickets you require and we do the rest.

How do I know I have sucessfully chosen a seat?

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 15 minutes to give you time to either choose more seats, or pay for selected seats.

What happens if I choose a seat but don't pay for it?

Any selected seats will be held for you for approximately 15 minutes. This gives you time to choose further seats or pay for held tickets. After 15 minutes, any selected seats will be released back into the general pool of tickets for other users to purchase.

Where can I get the best tickets?

All of our booking options offer you access to the same tickets, so whether you book online, over the phone, or in person, you're guaranteed to get the best tickets possible.

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

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.

I need access to a wheelchair seat - how do I do this?

If the event has allocated/reserved seating, please call our phone booking line on 09 361 1000 to enquire about wheelchair 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.

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

Tickets are not generally able to be replaced. For General Admission tickets, we recommend you choose courier as the delivery option as if lost in the post, we cannot replace them. Please call us to discuss your options if you need further information.

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

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.

Security
What security measures does iTICKET implement in its systems?

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.

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

No. Credit card transactions are processed in real-time and once payment is confirmed, credit card details are cleared.

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

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 to view our full privacy policy.

Payment
How does the standard layby payment option work?

Some events offer a layby option which allows you to pay a deposit on your booking and pay the rest later. To use this payment option, book your tickets online as usual. Once you've reached the checkout page, select ‘Credit Card’ as your payment option. Among the credit card fields that display, you’ll see a ‘Pay using layby?’ checkbox. Select this and it will automatically calculate the payment amount, then simply enter your credit/debit card details. To pay off your layby balance, log into your account on iTICKET.co.nz and go to 'Order History'. You’ll be able to see your orders here, and make additional payments. For more info on using layby, please visit our terms and conditions.

How does the Laybuy™ payment option work?

Some events offer Laybuy™ which enables customers to book tickets now and pay later, over 6 weekly automatic payments - interest free.
To use this payment option, book your tickets online as usual. If the event offers Laybuy™, it will be listed on the checkout page under Payment options, where you can then select it and proceed to ‘Finish Booking’. New customers will then be directed to the Laybuy™ website to sign up. Returning Laybuy™ customers simply need to confirm the order to complete their purchase.
How does it work?
Your order is processed once the first payment has been made and your payment schedule is established - with only a sixth of the total order cost due on the first day. The rest is split over 5 weekly automatic payments on the day of the original purchase.
When you sign up to Laybuy™ you are assigned a credit limit. If the total order cost is in excess of this limit, the first instalment will be for the amount that exceeds your limit, with the remainder divided and paid over the five remaining instalments.
How is my limit approved?
Your limit is assigned through the instant Laybuy™ credit check upon sign up. If you don't have a credit score, Laybuy™ will assign you with $120. No extra information about you is required.
How much does it cost?
Laybuy™ is an interest free service, so all you’ll pay is the total order amount plus a 5% transaction/admin fee. Laybuy™ charges a default fee for late payments after 24 hours and again after 7 days per instalment.
Click here for Laybuy™ terms and conditions.
If you need any help or have any questions, contact Laybuy™ here.

How can I pay for my tickets?

We accept VISA, MasterCard, American Express, and by direct credit 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. In certain circumstances we are able to accept cheque payments via phone. An additional phone booking fee will be applied to your order in this case.

How will the charge show up on my credit card?

If paying by credit card, the amount will show on your statement as ITICKET.CO.NZ LTD

How does the bank transfer payment option work?

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. If you need any help using the bank transfer payment option, give us a call on 0508 iTICKET and we’ll help you out.

Can I get my tickets before I pay?

Unfortunately, tickets are not able to be given to you unless your order is paid in full.

Deliveries
How long does it take to receive my tickets?

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.

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

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

Can you notify me when my tickets are sent?

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.

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

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.

Refunds
What is iTICKET's refund policy?

iTICKET generally 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 before confirming your purchase. If an event is cancelled or postponed without a raindate 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.

Can I exchange my tickets?

Once tickets are purchased, exchanges aren't usually possible. Please be sure you choose your tickets carefully and agree to the terms and conditions of sale before confirming your purchase. You can call or email us if you wish to discuss further.

ePass
What is an ePass?

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 / on-sell 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.

I can’t find my ePass Ticket

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.

My ePass Ticket shows the wrong date / time

The date and time displayed on your ePass relates to the general festival. Because an ePass may contain upgrades or special tickets that fall outside the standard timeframes of the festival, an ePass ticket is unable to represent all variables, especially as they can be be shared ahead of the official start date. To check the date and time details of any upgrades and special tickets within your ePass, please login to your iTICKET account and click on the ePass Details tab.

Why do I need to show ID with my ePass?

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 on-sell 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 / on-sell 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.

How do I share / on-sell an ePass ticket with others?

If you are on-selling tickets, we recommend waiting until your independent payment arrangements have been made before sharing any tickets. If you are gifting tickets without 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.

In the event of a cancellation, who gets the refund on a shared ePass ticket?

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. iTICKET and associated Promoters take no responsibility for private resales or transfers of tickets. NOTE: If an event is cancelled 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.

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

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.

Can I exchange ePass tickets?

Exchanges are not usually possible once tickets have been purchased and especially not once they have been shared. Please ensure that you choose your tickets carefully and have read our terms and conditions of sale before confirming your purchase or accepting a Ticket Share.

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

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 before confirming your purchase. If an event is cancelled 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.

I’ve changed my mind! Can I 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.

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

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.

Wrong email address

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.

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

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.

Max ticket share limit reached

To protect fans from scammers and ticket scalpers, ticket shares are limited to one share only - intended for the person it was purchased for. For recipients wanting to on-sell their tickets, a fair and secure resale facility will be available in the coming months. All ePass customers will receive notification of this feature as soon as it becomes available. Under exceptional circumstances additional legitimate shares may be supported by calling iTICKET. Please note a handling fee of $10 will be incurred for subsequent shares.