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:

Pass
Ticket Drops and Draws
Payments, Resale and Cancellations
Ticket Delivery, Transfer and Entry to the event
My Account Settings

Digital Wallet Pass

What’s the AAA pass and how do I get more from the artist?

Why do you need my mobile number and email address?

Where is the digital wallet pass on my phone?

How does the AAA pass and notifications work?

Can I transfer or change the name on my AAA pass?

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

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

What happens if I delete my AAA pass?

Ticket Drops and Draws

What am I signing up for?

What are ticket drops?

How do ticket draws work?

Can I enter the draw more than once?

Can I book accessible tickets?

How do I increase my chances in the ticket draw?

What’s the minimum age to enter the ticket draws?

Can I withdraw my entry after I've entered a draw?

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 the draw doesn’t sell out, or 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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