Andre Rieu op het Vrijthof (Maastricht)

(for ticket buyers)

I lost my ticket(s)...

Order and payment

  • I received an error message during the payment process. How can I resume the payment?

You only have one chance to complete an order with a payment. If this doesn’t succeed then you may place a new order. It’s not possible to receive a new payment link.

  • Why do I keep on getting an error during the payment?

A payment error can have many causes. The most likely cause is having insufficient funds or insufficient credit card balance. In case you experience multiple payment failures we recommend to contact your bank.

  • What should I definitely NOT do during the ticket sale?

Never refresh the web page, only after you receive a message from Paylogic to do this.

  • I can’t get to the next page in the ordering process, what can I do?

In case you can’t click on the ‘next’ button above the Paylogic logo you can also continue the ordering process by clicking on one of the tabs (e.g. registration).

Account

  • Change email address

We can help you with changing your email address. Paylogic has to verify that the request is coming from the owner of the account, therefore we ask you to send us a proof of payment of a recent order.

A proof of payment is a photo or screenshot of your transaction to Paylogic, showing the date and amount of the transaction. 
Additionally, the following information is relevant, depending on the payment method:
- Credit card payments: A proof of payment should display the last 4 digits of your credit card number. 
- Paypal: A proof of payment should be a screenshot of the transaction from your Paypal account. It has to display the Paypal invoice ID, i.e. a 12 digit number starting with "20". 
- For other payment methods the payment reference needs to be stated, which can be found in the description on your bank statement.

Please note that an order confirmation is not a valid proof of payment.

  • Change account information

You can change other account information by logging in via this link.

  • Reset password

In case you forgot your password, you can click on the 'Forgot password' button. Please follow the instructions shown to change your password.

  • Delete account

For questions about deleting your account, we want to ask you to contact us through our contact form.

Personalization

  • Why do I need to personalize my tickets?

Personalization is a process that some event organizers use to prevent or reduce the sale of tickets on the black market. This helps to keep the market for obtaining tickets for events safe and fair.

Once an order has been completed and paid and when personalization is mandatory, we will send you a confirmation email containing which contains the link for personalizing the tickets. We ask customers to provide us with additional information such as their name, email address and date of birth, as this information will be placed on the tickets. Once the personalization process is completed, we will send you another email which contains the download link of the tickets.

Note: not every ticket category requires personalization. In that case you will receive your tickets directly in your inbox.

  • Error while personalizing?

When the system indicates that the email address must be unique, it means that all tickets must be provided with a different email address. This security is on the ticket system to ensure that all tickets are as different as possible and that resale can thereby be prevented. So make sure that all other details such as name and date of birth are different from each other.

Other

  • Are there any wheelchair tickets available?

Yes, there are wheelchair tickets available. For availability and ordering assistance please have a look at the event page on the official website.

  • Is it possible to order specific seats?

If the order page for the event you want to visit doesn't offer this option, it is not possible to select a specific row or seat numbers. Our system selects, depending on the rank you have chosen, the best possible seats that are available. Of course, we have taken into account that no matter how many seats you select, you will be seated next to each other.

Note: if there aren't seats available next to each other, the ordering system will notify you of this. Also on the page with the order overview, just before you pay, you will see which tickets the system has selected for you. This way you know for sure that you have tickets that are next to each other.