Frequently asked questions

How do I contact customer services?

Before you contact customer services, we recommend you check at the below FAQ’s. There's lots of info on here, and it's really easy to use, 95% of our customers usually find the answers they need, the first time.

We’ve grouped these into different parts of the experience as understand some of this will be a little new, please select the topic below:

Free Pass and Paid Membership
Ticket Registration and Drops
Payments, Resale and Cancellations
Ticket Delivery, Transfer and Entry to the event
My Account Settings

Free Pass and Paid Membership

The digital wallet pass and membership subscriptions

Why do you need my mobile number and email address?

Where is the digital wallet pass on my phone?

How does the pass and notifications work?

Can I transfer or change the name on my digital wallet pass?

What happens if I turn off notifications or updates on the pass?

What happens to the pass if I get a new phone?

What happens if I delete my pass?

What’s the difference between a free pass and paid pass?

How do I claim my paid membership benefits?

How do I claim my tickets?

Resale, returns and cancellations

How secure are my tickets?

Ticket Registration and Drops

What am I signing up for?

What are ticket drops?

How does ticket registration work?

Can I register for tickets more than once?

Can I book accessible tickets?

How do I increase my chances of securing tickets?

What’s the minimum age to register for tickets?

Can I withdraw or edit my entry after I’ve registered for tickets?

Payments, Resale and Cancellations

What does pre-authorise payment mean?

What happens if my credit/debit card doesn’t work?

What if I can't go to the event after I’ve purchased a ticket?

What if I am buying my tickets as a gift?

Can I refund or exchange my ticket?

What happens if the event is cancelled?

How and when will I get my entry confirmation?

How do I share tickets with my friends?

Can I resell my tickets to my friends if I cannot attend?

Ticket Delivery and Transfer

How will I find out if I get tickets or not?

How are my tickets delivered?

How do I share tickets with my friends?

Can I resell my tickets to my friends if I cannot attend?

What if I bought my tickets as a gift?

What happens if more tickets become available?

I have received my tickets and I am logged out of my phone. When I log back in the tickets are not showing in the mobile digital wallet. What can I do?

I am also buying tickets for my friends. Why are all the tickets in my own name?

Can I send or share a ticket from the digital wallet?

I have a ticket for a friend in my profile. They are delayed, can I go into the venue without them?

What do I need to bring to the venue?

You may be notified that you have been selected for an ID check. What’s this?

Can I use a screenshot to get in?

I have no WIFI or phone connectivity at the venue. Will the entry code activate to allow entry?

My battery is running low. I am afraid my phone will power off before my ticket is scanned at the entrance. What can I do?

How do I contact customer services?

Free Pass and Paid Membership

The digital wallet pass and membership subscriptions

Why do you need my mobile number and email address?

Where is the digital wallet pass on my phone?

How does the pass and notifications work?

Can I transfer or change the name on my digital wallet pass?

What happens if I turn off notifications or updates on the pass?

What happens to the pass if I get a new phone?

What happens if I delete my pass?

What’s the difference between a free pass and paid pass?

How do I claim my paid membership benefits?

How do I claim my tickets?

Resale, returns and cancellations

How secure are my tickets?

Ticket Registration and Drops

What am I signing up for?

What are ticket drops?

How does ticket registration work?

Can I register for tickets more than once?

Can I book accessible tickets?

How do I increase my chances of securing tickets?

What’s the minimum age to register for tickets?

Can I withdraw or edit my entry after I’ve registered for tickets?

Payments, Resale and Cancellations

What does pre-authorise payment mean?

What happens if my credit/debit card doesn’t work?

What if I can't go to the event after I’ve purchased a ticket?

What if I am buying my tickets as a gift?

Can I refund or exchange my ticket?

What happens if the event is cancelled?

How and when will I get my entry confirmation?

How do I share tickets with my friends?

Can I resell my tickets to my friends if I cannot attend?

Ticket Delivery and Transfer

How will I find out if I get tickets or not?

How are my tickets delivered?

How do I share tickets with my friends?

Can I resell my tickets to my friends if I cannot attend?

What if I bought my tickets as a gift?

What happens if more tickets become available?

I have received my tickets and I am logged out of my phone. When I log back in the tickets are not showing in the mobile digital wallet. What can I do?

I am also buying tickets for my friends. Why are all the tickets in my own name?

Can I send or share a ticket from the digital wallet?

I have a ticket for a friend in my profile. They are delayed, can I go into the venue without them?

What do I need to bring to the venue?

You may be notified that you have been selected for an ID check. What’s this?

Can I use a screenshot to get in?

I have no WIFI or phone connectivity at the venue. Will the entry code activate to allow entry?

My battery is running low. I am afraid my phone will power off before my ticket is scanned at the entrance. What can I do?

I bought a new phone or lost the old one. How do I get my tickets?

I have changed my mobile number. What do I need to do?

I accidentally deleted the ticket from my device. How do I get my tickets back?

My Account Settings

Why should I sign up to planet.fans?

I’ve forgotten my password, how do I reset it?

How do I change my mobile phone number or email address?

There's a typo in my name - will that affect my order?

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