(for ticket buyers)
I lost my ticket(s)...
- 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.
- Is there a personalization deadline?
There is no deadline for the personalization.
- Experiencing an 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.
- 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.
- Delete account
For questions about deleting your account, we want to ask you to contact us through our contact form.
- 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.
- I have lost my tickets
Simply follow this link and enter the e-mail address that you used to place the order with. We will then automatically send you an email that shows all active orders under that email address. Also check your spam box, as it sometimes happens that messages end up there.
- Change name on a ticket
You can often change the name on your ticket by using Ticket Transfer. If Ticket Transfer is offered by the event it will be stated on the website of the event. On the event's website, you can also find the link to change the name on your ticket.
Use the e-mail address you entered when placing the order and the barcode of the ticket that you want to change. The new owner of the ticket will receive a separate e-mail with the updated ticket. The old barcode is automatically canceled and will no longer be displayed in your order.
- Transfer the ticket to someone else
If personalization is required for the event for which you purchased tickets, the name on a ticket is important and the name on the ticket must match with the name on your identification.
If Ticket Transfer is offered on the website of the event, it is possible to transfer your ticket to someone else. To see if Ticket Transfer is offered, check the event website carefully.
- How do I use Ticketswap?
Some events have a strict cancellation policy, making it impossible to cancel completed orders. When ordering tickets you have accepted the terms and conditions of the event.
However, most events have a partnership with Ticketswap. Ticketswap is a safe way to resell your ticket. On the website of the event or on Ticketswap is often indicated whether there is a cooperation between both parties.
Through this link you will find more information about how Ticketswap works.
- Payment error, order again
If your payment fails due to a lost internet connection, malfunction at the bank or for any other reason, our system will cancel your order over time. We then advise you to go through the order process again and re-order the tickets successfully.
We have a number of tips so that you can hopefully place a successful order the next time:
You can contact your bank prior to ordering to see if they approve international transactions. In addition, you can also try to complete the order with a different payment option or through a different browser. Finally, you can try to place the order with a different desktop or IP address.
- Error message while processing payment
If a payment has failed and an order attempt has been interrupted, an order cannot be reactivated and/ or a new payment link can be sent. The only option to get tickets is to go through the order process again.
If you repeatedly receive an error message in the payment screen or if the bank requests codes that you do not know about, we advise you to contact the relevant bank.
- Error message 'unsafe payment error / unsecured connection'
When you have completed the order process and the above message appears when you want to proceed to payment, we advise you to use a different device or try a different browser. This message comes from your internet provider or by your firewall. We advise you to use a different browser.
- Change order for another show / location (show)
Paylogic doesn't have the authority to decide about changes. For this reason, we must first consult with the organization of the event. We send the request to the organization of the event and then the organization can approve or reject the request.
This generally takes about 7 days. When we receive a reply from the organization or the 7 days have already passed since the request was sent, we will then contact you immediately.
We remind you that Paylogic sells tickets under the rules of the organization, hence the decision of the organization is final.
You can request a change here.
- Can I buy an extra ticket?
This depends on the event and sometimes we first have to ask permission for this from the organization of the event. If you want to change your order or if you want to add tickets to your order, we ask you to open the link below and complete it as completely as possible
- Unfortunately, I can't go to the event. Can I get my money back or can I change the name on the ticket?
Paylogic does not have the authority to decide on changes. For this reason, we must first consult with the organization of the event. We send the request to the organization of the event and then the organization can approve or reject the request.
This generally takes about 7 days. When we receive a reply from the organization or the 7 days have passed, we will contact you immediately.
We remind you that Paylogic sells tickets under the rules of the organization, therefore the decision of the organization is final.
You can request a refund here.
- I used the wrong email address during the order. How can I change that?
Paylogic must be sure that you are the main buyer of the tickets. Therefore we need a proof of payment.
A proof of payment is a photo or a screenshot that shows the payment to Paylogic. The proof of payment must also show the date and the amount of the transaction.
Furthermore, the following information is required, depending on the payment method you have used:
- Credit card payment: A payment receipt shows the last 4 digits of the credit card.
- Paypal: A proof of payment must be a photo or a screenshot of the payment that is shown on your Paypal account. You should also see the Paypal invoice ID on it, this ID consists of 12 digits and starts with 20.
- For other payment methods, the payment reference must be visible. This can be found in the description of the payment.
Please note that confirmation of the order is not a correct proof of payment.
- I have not yet received a confirmation email but the money has been debited. How do I get my tickets?
Please wait until the end of the day and also check your spam folder. If you still have not received the tickets by the end of the day and the money is taken from your account, please contact us.
Please indicate in your request to which event you want to go, on which date and for how many people you intend to purchase tickets. In addition, leave your name and address details and the reason for your request. We will then present this to the organization of the event and let you know as quickly as possible what the options are.
- How can I order disabled seats?
If the option for disabled tickets is not indicated on the order page, you can submit a request via this link.
Please indicate how many tickets you would like to order and for which event you want to have tickets.
- How can I 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.
PLEASE 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.