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Existing Orders

Do I need to take any action if my event has been canceled or postponed?

Many events have been canceled due to various government mandates as a result of the Coronavirus Pandemic. If your event has been canceled you will receive a notice via email regarding that event and…

Updated by Etix Support

Can I change the name on my Print At Home (or Regular Mail) tickets?

The name on a Print At Home or Regular Mail ticket will not impact entry into an event. If the ticket is in someone else’s name, you will not have any issues at the door when using it provided it has…

Updated by Etix Support

I need to add or change the dancer’s name for my souvenir tickets. How do I do that?

All miscellaneous ticket information (names, meal choices, etc.) can be added via your confirmation email by clicking the button which reads: Edit Additional Ticket Information. Please ensure you sub…

Updated by Etix Support

Can Etix resend my confirmation email?

Ticket purchasers now have the ability to resend their purchase confirmation to their email.

Updated by Etix Support

Can I get my tickets as a PDF file?

Etix does not support PDF file formats. You can access and reprint your tickets any time through the original confirmation email. Certain orders may be under delayed delivery , therefore tickets may…

Updated by Etix Support

When will my tickets arrive by Regular Mail Delivery?

Etix mails most ticket orders within a few days of your purchase. Tickets shipped by Etix will arrive in a plain white envelope with a Morrisville, North Carolina return address. With exception to th…

Updated by Etix Support

What is Will Call?

Will Call tickets will be held at the event box office in the cardholder's name. Generally these tickets can be picked up one hour before the show. Please be sure to bring your confirmation (order) n…

Updated by Etix Support

I was denied entry at the door and my tickets are valid. What should I do?

Etix is an Internet-based, print-at-home ticketing service. We are hired by our clients to sell their tickets. If you are not satisfied with any aspect of your event experience besides the purchasing…

Updated by Etix Support

What if my refund went back to an expired or canceled card?

If the card used at the time of purchase has been compromised or expired and replaced, your bank account number would not change. Thus, the refund would still apply to your account, regardless of the…

Updated by Etix Support

I did not receive a confirmation email for my order!

Confirmation emails are sent immediately upon completion of the transaction. If you have spam blocking or require senders to seek approval, you may not receive it. Please check the spam or junk mail…

Updated by Etix Support

What kind of printer, paper and ink should I use to print my tickets?

Any inkjet or laser printer using 8.5" x 11" paper will be fine. Tickets can be printed in color or black and white.

Updated by Etix Support

Using Apple Wallet to Store Tickets

​​Ticket purchasers using an iPhone can save their purchased tickets to their Apple Wallet passbook to be accessed at a later date.​

Updated by Etix Support

Can I replace lost or stolen tickets?

If you have lost or never received your physical tickets that you were sent in the mail and you cannot find your tickets within 48 hours of the event please contact our Customer Support team via the…

Updated by Etix Support

Can I get tracking for my ticket order?

If you have selected delivery through the mail, please allow at least fourteen days after placing your order for your tickets to arrive. For Fan Club Events, you will receive your tickets no later th…

Updated by Etix Support

Can I put an alternate name on my Will Call tickets for pickup?

While this is generally discouraged or prohibited, each venue has its own Will Call policy. In the event that you wish to have an alternate name put on an order , please fill out a Customer Support F…

Updated by Etix Support

How do I reprint my print-at-home ticket?

To print your tickets, open your confirmation email and click "View Tickets" and the tickets will display on your screen. If you don't see the email in your inbox, please check your junk or spam mail…

Updated by Etix Support

My confirmation email says delivery is delayed. Why is that?

Some performers, promoters or venues limit access to tickets until a specific date as a way to prevent scalping. If you purchased tickets as a gift, but won’t get them in time, we suggest printing ou…

Updated by Etix Support

I received an email saying the show was canceled?

We work diligently to address all show cancellations and subsequent refunds as quickly as possible. Please keep an eye on your email. Our team or the venue will typically send cancellation/refund inf…

Updated by Etix Support

Does Etix offer refunds for inclement weather?

All ticketed events are to be held regardless of weather conditions. Sometimes weather or other outside considerations make the performance impossible to complete. In such instances, the event venue…

Updated by Etix Support

How do I add names of the passengers on my Polar Express train ride?

All miscellaneous ticket information (names, meal choices, etc.) can be added via your confirmation email by clicking the button which reads: Edit Additional Ticket Information. Please ensure you sub…

Updated by Etix Support

The Order Lookup tool is asking for the last four digits of my payment method, but I used Apple Pay! How do I find it?

The following instructions can be used to find the last 4 of the Apple Pay card used at the time of your purchase to be used with the Order Lookup tool or to be provided to a Etix Customer Support ag…

Updated by Etix Support

My ticket has a specific date on it. I’m supposed to be able to use it for multiple days. How does that work?

Our clients may choose to use one ticket for entry multiple days of their event. All tickets will print with a date by default, but multi-scan tickets will typically explain on the ticket the days wh…

Updated by Etix Support

My tickets say Etix but I did not purchase them from Etix.com I purchased them through a 3rd Party. Are they valid?

Etix is a contracted ticket company, not a resale marketplace. Our clients hire us to sell their tickets to their events. If you did not purchase tickets directly from Etix.com, we will not be able t…

Updated by Etix Support

I received my tickets but not my digital item, download, or VIP merch. What should I do?

While Etix may provide the ticketing services for your event, all additional items such as these are often distributed by the venue, artist or promoter themselves. It is recommended you reach out dir…

Updated by Etix Support

Can I resell tickets purchased off of Etix?

If your order is set up as print at home, you may provide a physical or electronic copy to whomever you like. If your order is set up as regular mail, you may provide the physical ticket(s) to whomev…

Updated by Etix Support

When should I expect my refund to hit my account?

When a refund is processed, it should appear on your account within 7-10 business days of that processed date. This can sometimes be shorter or longer, depending on your financial institution.

Updated by Etix Support

How do I use Etix's account manager?

How to Login to Your Account. Go to your event’s Account Manager Link. This is located towards the bottom of your confirmation email. Enter your username and password. In most cases, your username is…

Updated by Etix Support

My mobile tickets won't display when I press the link. What do I do?

In the unlikely event your mobile tickets are unable to be viewed by the link sent to you in their standard mobile configuration, please consult your phone's settings to view the link as a web page (…

Updated by Etix Support

I accidentally sent my ticket to the wrong email address. What should I do?

Please use our new AI representative, Solvvy, for assistance with adjusting the email on your order. Click the little box in the bottom right of this page and select "I have an existing order", then…

Updated by Etix Support

How do I request a refund or an exchange for my order?

At purchase, all customers agree to the purchase policy which states the following regarding Refunds and Exchanges: “Before purchasing tickets, it is your responsibility to carefully review your seat…

Updated by Etix Support

Do I need to print out my ticket or can I open it up on a smartphone?

Most venues are able to scan tickets from a mobile device. We suggest reaching out to the venue directly to confirm. We also suggest pulling up your tickets ahead of time and taking a screenshot of e…

Updated by Etix Support

I never received my TutuTix souvenir tickets. What do I do?

All souvenir tickets are mailed out at least 10 days prior to the event. If you have not received your tickets and your performance is within 48 hours, please submit a Customer Support form via the l…

Updated by Etix Support

Why are there better seats available after I've already completed my purchase?

When a customer begins the purchase process their seats are pulled out of the available inventory until they purchase them. If someone has held seats before you began your transaction, but later deci…

Updated by Etix Support

I don't want to pick up my ticket at Will Call. Can I get it mailed or sent Print at Home/Mobile?

Available delivery methods often vary by event or venue and sometimes cannot be changed. Please submit a Customer Support form via the link provided at the bottom of your confirmation email so our Cu…

Updated by Etix Support

I purchased tickets to an Etix event, but I cannot access them. Can Etix help me?

Etix is a contracted, primary ticketing company that sells tickets to various events and venues on their behalf via the Etix.com webpage. Prices are set by our partners and Etix does not alter this p…

Updated by Etix Support

How do I upgrade my tickets with Etix?

The best practice is always to choose your intended ticket type prior to purchase, however some events may have policies which allow for upgrades between types of tickets, such as Standard to VIP, et…

Updated by Etix Support

I have a complaint about my Etix ticketed event!

Etix is an Internet-based, print-at-home ticketing service. We are hired by our clients to sell their tickets. If you are not satisfied with any aspect of your event experience besides the purchasing…

Updated by Etix Support

Can I add tickets to my current Etix order?

You are welcome to purchase a separate order when you want to buy additional tickets for an event from the online web-portal. However, issued Etix orders are also able to have tickets added to them (…

Updated by Etix Support

I saw on social media that my show was cancelled?

We work diligently to address all show cancellations and subsequent refunds as quickly as possible. Please keep an eye on your email for official communication regarding your ticket purchase. Our sup…

Updated by Etix Support

Can I update my shipping address?

Fill out a Customer Support Form from the link provided at the bottom of your confirmation email and one of our support agents can check on that for you. It will help our team assist you quickly if y…

Updated by Etix Support

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