Help & Support
Looks like you need a hand with something. No problemo!
We’ve got a load of FAQs below, so feel free to have a quick look in case the answer to your question is already there.
The quickest way to get in touch with us is via our chat service. Just tap the button in the corner to get started.
Just a reminder that whilst our chat queue is manned by friendly humans, it’s not a ‘live chat’ feature so we may not reply immediately. Thanks so much for your patience 🙏
Want to call us?
We’ll be launching phone support soon.
London and West End bookings
If you’ve booked to see one of the amazing West End shows, you’ll need to contact our partners London Theatre Direct who look after all of our London and West end ticket bookings. They’re super friendly and should be able to get things sorted for you.
Chances are, if you’ve got a question, somebody has already asked it. Take a look at our frequently asked questions to see if there’s an answer to your query.
How do I make a booking?
Making a booking is easy, click the What’s On button in the menu, browse for the show or event you want to book and click ‘Get Tickets’. You’ll then be transferred to our secure booking engine where you can select the tickets you want and pay for them using most major credit or debit cards.
We don’t accept bookings over the phone or in person at this time.
Can I use my Theatre Tokens or vouchers to pay for tickets?
Not at the moment, sorry.
Why do you charge booking and transaction fees?
Nobody likes paying a boat load in fees. That said, providing ticket booking services isn’t free, so whilst the fees are necessary, we do try to keep our fees as reasonable as possible. In most cases, 100% of the face value of the ticket goes to the event organiser, therefore, we need to charge fees in order to provide the Arctix service, to cover the costs of our state of the art ticketing software, secure card payment processing and website and to pay our lovely people who have Netflix subscriptions and electricity bills to pay.
Everyone pays a booking fee per ticket (a percentage of the face value) and if you select to have physical tickets sent out to you, rather than receiving a free e-ticket, we’ll also add a service charge to cover printing, packing and posting the tickets out to you.
Can I get a refund?
Unfortunately, tickets cannot be refunded after purchase.
However, if your event is postponed, cancelled or materially changed you will be entitled to a refund of the ticket price (excluding the relevant per ticket booking fee and the per order service charge) from the event promoter/organiser.
As a ticket agent we process refunds on behalf of event organisers and promoters and the payment of any refund is subject to the relevant promoter/organiser providing us with requisite funds to do so.
I’ve made a mistake with my booking, what do I do?
If you’ve inputted the wrong details, like your name, address, email address or phone number, you can contact our box office clerks who’ll be happy to update those for you.
If you’ve booked the wrong tickets, for example if you’ve booked for the wrong day or time, provided you contact us within 48 hours of your booking and as long as the event is more than 10 days away, we may be able to exchange your booking for a different performance of the same show at the same venue. This is entirely dependant on availability and whether the event organiser is willing to allow us to exchange the tickets. An admin fee will be charged to each ticket that is exchanged.
Can I resell my tickets?
Tickets are issued for your personal only. If you can no longer attend an event and need to resell your tickets, you can only do so by charging no more than the original face value of the ticket and where it is not prohibited by law or by the terms of your ticket. We would recommend using a reputable reselling platform like Stubhub.
Tickets sold or being offered for sale for a profit (i.e. above the Ticket Price (plus any delivery fees) is strictly prohibited and both we and the Event Organiser reserve the right to cancel such tickets without refund and/or refuse entry to the event. We and the Event Organiser also reserve the right to blacklist you if you resell your ticket(s) in breach of these terms.
Why can’t I find the STAR (Secure Tickets from Authorised Retailers) logo?
STAR is an industry standard for ticketing providers and sets a series of guidelines for members to adhere to. As Arctix is a brand new service, we’re not currently a paid up member but we intend to join in the near future.
We already adhere to the STAR guidelines and use industry standard systems to provide a secure and safe service.
I don’t have access to a printer, how can I use my e-ticket?
If you can’t print your e-ticket or just want to save a few trees, you can show the ticket on your phone or tablet as long as the barcodes are clearly visible. We’d recommend downloading the tickets or taking screenshots so you can access them offline as many of the events we sell tickets for are in locations with little or no mobile internet access.
Who sets the prices?
The event organisers, who we sell tickets on behalf of, set the face value of the ticket. We then transfer that amount to the event organisers.
The fees we charge to cover the costs of selling the tickets are decided by Arctix in-line with the charges imposed by our fellow ticketing agencies.
The show has been postponed or cancelled, what do I do now?
If a show is postponed to a later date, your booking will be automatically transferred to the new date and your tickets will remain valid. If you can’t attend the rescheduled performance, you will be entitled to a refund of the face value ticket price (excluding the relevant per ticket booking fee and the per order service charge) from the event organiser.
I haven’t received my tickets, help!
E-tickets are emailed as soon as your booking is confirmed and will be sent to the email address you provided. Check your spam and junk folders in case they’ve ended up there. The email could take a couple of hours to arrive.
If you still can’t find them, click the live chat button (Mon – Fri, 9am to 6pm) or email firstname.lastname@example.org and one of our box office agents will have a look into it for you.
Please note, if we reissue your e-tickets, the original tickets will be voided and only the new tickets will allow you entry.