Frequently asked questions

1. Why should I trust Ticket Bureau?
At Ticket Bureau we only work with the best suppliers. To ensure that you won’t have any problem with your tickets, we screen potential sellers and just admit the most trustworthy ones to list in our platform. We are proud to say that we are the only platform that have a selection process to sell tickets.
 
2. How do I buy tickets?
Buying a ticket with us is simple and safe. Go to the event that you want to attend and chose the ticket that best suits you. Filter by quantity, category, section or just the one that fits your budget! After selecting the tickets that you want, fill out the form with your details and payment method, and click in Buy the Tickets. Be sure to read our T&Cs! You will then receive a confirmation email with all the details of your order, and how and when you will receive your tickets!

3. I want to know the section I will receive but it’s not specified. Where can I find this information?
We encourage our sellers to put as much information as possible when they list tickets in our website but it’s their choice to inform the details of the tickets. Unfortunately, at this point, we have the same information as you found in our website.
 
4. I want chose my seat, how can I do that?
Unfortunately, it´s not possible for you to pick your own seat. We encourage our sellers to put as much information as possible when they list tickets in our website but it’s their choice to inform the details of the tickets, such as seat number.

5. How do I know if my order was successful?
A few minutes after you have made the payment, you will receive a confirmation email with the details of your reservation at the same email address you used to fill the form. If you see any mistakes in your personal information, please contact us immediately clicking here.
If you haven't received any confirmation email after 10 minutes, please check your junk mail (spam).

6. I didn´t receive a confirmation email! How do I know if everything ok?
If you haven't received any confirmation email after 10 minutes, please check your junk mail (spam) first. If you still can´t find it, please contact us at info@ticketbureau.com from the same email address you used to buy the tickets. If you took note of your order number, please send it to us.
 
7. I purchased the wrong tickets, how can I change my order?
Unfortunately, all our sales are final and you can’t cancel or change your order. As we are a platform, since the purchase process is completed with your payment been accepted, we are committed with both buyers and sellers.
 
8. I received my confirmation email, but I didn´t receive my e-tickets.
Your electronic tickets won´t be sent with your confirmation email. They are send closer to the event. Generally, the organizers issue the tickets up to 10 days before the event, and football clubs can release the tickets until 2 days before the match. 
 
9. Where are my tickets?
If you received a tracking number, please check with the currier to locate your tickets.
Nonetheless, the tickets are generally send closer to the event but you don’t need to worry, we are monitoring all deliveries to make sure you will receive your tickets in time.
For football tickets, for example, most of the clubs release their tickets in the same week of the match, sometimes a couple of days in advance. In these cases, you should always expect to receive your tickets even in the day before the match. For concerts, the tickets can be send few weeks before, but also in the same week of the gig. In both cases, we will contact you if we need an address in the city of the event.
 
10. I want to receive my tickets via email, where can I change that?
Tickets are unique. If you purchased paper tickets, you must receive them physically. It´s not possible to change ticket type. 
 
11. I´ll arrive in the day of the event, so I don´t have an address, can you send me electronic tickets instead?
No, tickets are unique. If you purchased paper tickets, you must receive them physically. It´s not possible to change ticket type. Please send us an email and we will try to help you with that. 

12. Can I cancel my order?
No, unfortunately, all our sales are final and you can’t cancel your order. As we are a platform, since the purchase process is completed with your payment been accepted, we are committed with both buyers and sellers, and for this reason we can’t cancel or change any transaction.
 
13. I have received the tickets and the price indicated on them is different and it is less than I have paid. Why? 
Ticket Bureau is a platform that allows people to buy and sell tickets. The price set for each offer is the seller’s responsibility only and we do not interfere on the decision. Due to that, the price advertised on the platform may be higher or lower than the nominal price (face value) printed on the tickets.  
 
14. I have received my tickets and there is some else´s name on it. Why? 
Ticket Bureau is a platform that allows people to buy and sell tickets. The name printed on the ticket generally is the original purchaser´s name. This doesn´t affect the validity of the tickets.
 
15. I received my ticket via email but I won´t have a printer. Can I show it on my mobile phone?
No, you must print the tickets before going to the venue. You can ask your hotel reception to print them for you or go to any Internet Café, book shop or library where there are printing facilities available.
 
16. I have received the tickets and I don´t like the section. Can I cancel or change for other section?
No, unfortunately, all our sales are final and you can’t cancel or change your order.
If you bought tickets in a certain category, but with no section specified, this means that you can receive any sector in that category. Please first check the map of the event you will attend on our website. Check the section received, the category indicated in your Confirmation Email and compare with our map.
If you bought a specific section and received a different one, please contact us here.

17. What´s the 150% Guarantee?
Trusted suppliers allow us to secure 150% of the ticket. You can buy with confidence as we guarantee 150% that you will receive valid tickets in time for the event. In case you do not receive them in time, we will refund 150% of your payment. Terms and Conditions apply. Please see our T&Cs for more information. 
 
18. What is the rate on other currencies when I´m purchasing tickets outside the Euro zone?
All prices are in EURO in our website and the payment will be made also in EURO. Prices in other currencies (as GBP, USD, RUB, etc..) are estimated for informative purposes only. The final rate will be the one that your bank applies. 

19. Are the tickets together?
Yes, you will receive all seats together that were purchased in the same order, unless otherwise stated. For groups of 3 or more seats, tickets might be given in pairs.
 
20. I'm going with children. Do they get a discount? What are the age restrictions?
Each venue has its own rules regarding the access for kids. For football, for example, every child must hold a full price ticket each, including toddlers. When the ticket you chose to buy is not specified in the listing as “Child Ticket”, it’s a general ticket that is valid for both adults and children. Please check with event organizers if there are any age restrictions.

21. Which section (home or away) are the tickets to be found in?
All the sport tickets on sale in this web are in the home section, unless indicated otherwise.

22. How will I receive my tickets?
During the process of purchase, you will be asked an address to your tickets be delivered. If you are travelling, and it is already close to the event, we recommend you to put your hotel address and advise in the reception that you are expecting a parcel. Please, don´t forget to include the booking name!
If, during the purchase process, you are not asked an address, do not worry! Your tickets will be electronic and they will be emailed to you. Please note that due to unforeseen circumstances, we might need to change the delivery method of your order. This is to guarantee your transaction and Ticket Bureau reserves the rights to change it when it’s needed. You are not liable to a cancellation if we change your order’s delivery method.
 
23. I´m staying in a touristic apartment, like Airbnb. Can I receive tickets there?
Please note that someone needs to be in this address to sign for the delivery, for this reason, we can´t be responsible for a delivery in an apartment that has no one to receive the package.
Please check with the apartment company to see where is their office and if you can receive your tickets there.
If you are travelling to the event, or want to receive the tickets in another address, please send us an email to info@ticketbureau.com with your order ID and the new address.

24. When I will receive my tickets?
The tickets are generally send closer to the event. For football tickets, for example, most of the clubs release their tickets in the same week of the match, sometimes a couple of days in advance. In these cases, you should always expect to receive your tickets even in the day before the match. Don’t worry, we are monitoring all deliveries to make sure you will receive your tickets in time. For concerts, the tickets can be send few weeks before, but also in the same week of the gig. In both cases, we will contact you if we need an address in the city of the event.
 
25. I need to change my address, how can I do this?
If you are travelling to the event, or want to receive the tickets in another address, please send us an email to info@ticketbureau.com with your order ID and the new address. Please note that someone needs to be in this address to sign for the delivery.
 
26. I received the wrong tickets, what should I do?
When receiving the tickets, please first check the map of the event you will attend on our website. Check the section received, the category indicated in your Confirmation Email and compare with our map. If you still believe that you received the wrong ticket, please click here to send us an email with your name, order ID and a picture of your tickets (if they are paper tickets). We will contact you within 48h to solve your queries. 
 
27. The tickets I received are wrong! The price on them is different!
Ticket Bureau is a platform that allows people to buy and sell tickets. The price set for each offer is the seller’s responsibility only and we do not interfere on the decision. Due to that, the price advertised on the platform may be higher or lower than the nominal price (face value) printed on the tickets.  

28. When is the date of the matches confirmed?
In general, the date and time of football matches is confirmed between 10 and 20 days prior to the event. Confirmation of dates depends on the Football Federation in each country, in some cases the final date is announced and confirmed 1 month earlier. It is the responsibility of each client to keep up to date of any changes and confirm the date and time in the days prior to the match. When you buy your tickets, the session is confirmed (the match, who will play), but not the date. You can check the official website of the League that you are going to watch, such as www.lfp.es, www.bundesliga.de, www.legaseriea.it or www.premierleague.com


29. What happens when an event is cancelled?
We know sometimes bad things happen with the artists or teams that we love. For this reason, if an event is cancelled by the event organizers, we will refund the amount in full of your order. However, if it is a change of date, venue or line up, your ticket will remain valid. So, we will honour the order and the tickets will be delivered to you.

30. What happens when an event changes its date?
When you purchase your tickets for sporting events, the event is confirmed (the match, team which will play), but generally, not yet the date. So, we put the date TBC which means it is a provisional or estimated date. Organizers change the dates for concerts, festivals, theatrical performances for various reasons, such as the health of the artist. In case of changing dates, venue or participating artists, we will keep your purchase and the tickets will be delivered likewise. If you have already received the ticket, it will be valid even if the date has changed. For that reason, we will keep your order and any cancellation will be not possible.

31. Can I be denied access to a football pitch or a venue?
As Ticket Bureau is not the event organizers, we cannot be held responsible for the denial of access by the security guards or personnel in case of having nominative tickets or not following the rules set by the venue, such as home section permissions, for example. There have been also occasions where supporters are denied access to a stadium for being drunk, wanting to enter with prohibited items or not being dressed appropriately. Ticket Bureau cannot be held responsible in such cases. We recommend that you follow the rules of the stadiums and venues to avoid problems.
Nevertheless, we are the only platform that have a selection process to choose the suppliers that can sell tickets in our web. This gives us the confidence on the validity of your tickets.

32. Is it safe to pay via the online payment gateway?
Our payment gateway uses the Security Protocol SSL (secure sockets layer) which is characterized as a solution that guarantees secrecy in communications and secure transfer through data encryption keys. In addition, Ticket Bureau works with the renowned high security online payment platform Ogone for transactions made by credit card.
Note: In order to make your purchase by credit card, you need to have activated a verification system for purchases. These systems can be either a confirmation code that is sent to your mobile phone or other types of verification. Your bank can advise you in this regard.

33. I want to sell tickets!
Great! At the moment, we just work with selected sellers that already took part in a process. If you want to take part in the seller selection process, please click here and fill out the form. The Seller Team will analyse your answers and get in touch with you as soon as possible.

34. Do you have another question that you haven’t found among these FAQs?
Don't worry, you can write us an email and we will be happy to answer any other questions you might have. Click here to send us an email.