Question 1

Why is the final price higher than the first price shown?

Accepted Answer

The first price shown on screen does not include our management fees. Those fees appear when you reach the payment and confirmation screen. The final price is shown in the last step of the purchase, together with the final reservation summary. Seatpin connects you with dozens of providers in different countries and works to give you the best possible experience before, during, and after your purchase, right up to the venue doors. Our management fees include the commission we charge for that work.

Question 2

Up to what age can a child enter a match or show for free?

Accepted Answer

In most cases, children under 24 months do not need a ticket.
They cannot occupy a seat and must sit on a parent's lap.
This rule can vary by team or show, so please check the conditions on the stadium or theater page for the event.

Question 3

Do you offer tickets for customers with special needs?

Accepted Answer

No. We don't currently have tickets available for customers with special needs, and we're sorry.

Question 4

What protection do buyers get on Seatpin?

Accepted Answer

Seatpin is a ticket marketplace where organizers, resellers, and private individuals can sell event tickets. You can view the Seller's details on each listing. We verify every seller on our platform, and we review each listing before it goes live. That means tickets listed on Seatpin are guaranteed to be valid and delivered on time.
Your order is covered by the PinSafe program, so you can get your money back. We'll issue a 100% refund if:

You did not receive the tickets on time.
The tickets were not the ones you ordered.
The tickets were invalid and did not allow entry to the event.
The event was cancelled and not rescheduled.

All Sales on Seatpin are covered by the PinSafe Guarantee: delivery a) on time, b) correct tickets, c) valid tickets and a full refund if event is cancelled. For more information, see our Terms: https://www.seatpin.com/terms-and-conditions

Question 5

How do I add ticket holder details as the buyer?

Accepted Answer

For some events, you need to send your ticket details to the seller so they can update the system with the correct information for you and your guests. This can include Name, Date of Birth, Email, Nationality, and other required details.
You can add these details at checkout or after placing your order, as long as it is done within a reasonable time before the event. We'll let you know when it is time to update the ticket holder details. To add them after purchase, go to My Tickets => +Add info on ticket holder(s). After you click the "+", you can enter the details for your guest(s). Your seller can then Approve the Information provided. Once it has been approved, you can no longer update the details, so make sure everything is accurate before you submit it.

Question 6

Why isn't my name on the ticket?

Accepted Answer

Your name doesn't always need to be on the ticket. In many cases, the seller updates the ticket details before transferring the ticket to you. Some tickets may still show the original buyer's name, and that can still be valid for entry. We ask sellers to update all details whenever possible and required, but that isn't always possible. For some ticket types, the name is not required or is not visible on the ticket at all. If your seller is a trusted seller with Seatpin, the details you receive from them are very reliable based on our experience. You're fully protected by our PinSafe Guarantee.

Question 7

What is PKPass delivery and when will I receive it?

Accepted Answer

PKPass is an electronic ticket delivery method. Your ticket is linked to a personalised pass, often tied to specific access credentials.
How PKPass delivery works:

Confirmation: After you buy tickets, you'll get an email confirming your order.
Delivery: We'll send you an email once the seller marks the tickets as delivered. If the seller has already uploaded the PKPass to Seatpin, you'll be able to access it in your account right away.
Pass Activation: you just have to download them on your phone and tap at the wallet option.
Ticket Delivery: Your tickets are delivered electronically through the PKPass system and are ready to use at the event.

Your PKPass is usually sent closer to the event date. This helps make sure the event details are final and shown correctly on the pass. Check your email and spam folder regularly for updates.

Question 8

How do I access AXS tickets and fix common issues?

Accepted Answer

This article covers how to open AXS tickets you bought on Seatpin. If you sold AXS tickets, check the delivery steps in Send mobile transfer or AXS transfer tickets.
Access your tickets
Seatpin will email you when your tickets are ready. You'll then get a second email from AXS with a link to create an account or log in and view your tickets.
Send tickets to friends
After you start a transfer, your recipient will get an email asking them to log in or create an AXS account to view the tickets.

In your AXS account, select the ticket icon or "My Tickets."
Choose the tickets you want to send and select "Transfer."
Enter the recipient's name and email address.
Select "Continue," then "Confirm Transfer" to send the tickets.

AXS troubleshooting
You didn't receive the AXS email saying your tickets are ready.
Usually, the email is in your spam or junk folder, or the tickets were sent to an AXS account linked to a different email address. Check your Seatpin order details to see where the tickets were sent:

Find your order and select "Get tickets."
Review the details to confirm which email address was used.
Download the AXS app and sign in, or create an account, with that email address.
In the AXS app, tap the ticket icon in the bottom menu to view your tickets.

You're signed in to the AXS app, but your tickets aren't there.
This can happen if the tickets were sent to an AXS account tied to another email address, or if the email address was entered with a typo.

Find your order and select "Get tickets."
Review the details to confirm where the tickets were sent.
If the email address is misspelled, select "Try requesting retransfer from seller" and enter your email address.
Agree to the acknowledgements and submit the request.

We'll ask your seller to retransfer the tickets to that email address. If you don't see this option, please contact us for help.

Question 9

My event is today and I still don't have my tickets

Accepted Answer

This can happen. Some teams, venues, or artists delay ticket delivery to the original buyer, and in some cases tickets are not issued until 24 hours before the event. Your order confirmation email includes the expected delivery date for your tickets. If that date has passed and you still haven't received them, please contact our customer care team for more help. If you are unable to receive your tickets, you are protected by the PinSafe Guarantee.

Question 10

How will I get my UEFA tickets?

Accepted Answer

Every UEFA ticket you buy on Seatpin is delivered by Mobile transfer. For step-by-step help accepting the transfer and viewing your ticket, download the UEFA Ticketing app and login with your email address that you provided for ticket delivery.

Question 11

How do I access and download my E-Tickets?

Accepted Answer

E-Tickets are PDF files in your Seatpin account. When your tickets are ready, you can download them to your phone. E-Tickets are different from mobile tickets and mobile transfer tickets. Those ticket types may use rotating (live) barcodes, so they can't be downloaded or saved as screenshots.
To access your E-Tickets:

Open the Seatpin app or mobile site.
Go to Orders.
Under your order, select "Get tickets" to download and save your tickets to your phone.

Can I print my E-Ticket?
Most venues will scan E-Tickets from a phone or a printed copy. If you print your tickets, make sure the barcode or QR code is clear. You can reprint your E-Ticket from Orders if needed. Only the first ticket scanned at the gate will allow entry.
How do I know if I have E-Tickets or another ticket type?
Log in to your Seatpin account to check your order's ticket type.
Registered buyers: Go to Orders.
Guest buyers: Log in with your email address, phone number, and order id code.
Find your order. Your ticket type appears below the "Ticket Format."

Question 12

How do I find my order tracking number?

Accepted Answer

When the seller ships your tickets, we'll email you the tracking number and an estimated arrival date. To check your shipping details, go to My Tickets and select "Get tickets".

Question 13

How do I find the email for my mobile transfer tickets?

Accepted Answer

You'll receive two emails when your tickets are ready. One will come from Seatpin with instructions, and the other will come from the original ticket vendor with the ticket transfer.
Check your order and locate the transfer email

Confirm your tickets are ready. Go to your order details. If your order says "Tickets sent," you need to find the transfer email and accept your tickets. If your order says "Tickets delivery pending," you'll receive them by the estimated ticket arrival date.
Find the transfer email. Seatpin will send you instructions for accessing your tickets after they have been transferred. Then look for the second email from the original ticket vendor, such as Ticketmaster, the team, AXS, etc., to accept the ticket transfer. If you can't find it, search your inbox for keywords related to your order.

Can't find the email? Request a retransfer
You can ask the seller to send the tickets to a different email address. Go to your order details and select "Try requesting retransfer from seller." Enter your email address, agree to the terms, and submit. We'll ask your seller to send the tickets to the updated email.

Question 14

When should I expect to receive my tickets?

Accepted Answer

You can check your estimated ticket arrival date in two places: your order confirmation email, or My Tickets. We don't control when event organizers release tickets, so we can't speed up delivery. Your tickets are covered by our PinSafe Guarantee.
If the estimated ticket arrival date hasn't passed yet, you don't need to contact us.
Can I cancel my order and get a refund?
Once the sale is complete, you can't change or cancel your order. If your plans changed, you can easily resell your tickets on Seatpin or give them to a friend.

Question 15

How do I accept mobile transfer tickets?

Accepted Answer

Mobile transfer tickets are accepted through the external account the seller used, such as Ticketmaster, AXS, or DICE, using your email address or phone number.
Ticketmaster and AXS tickets: You'll receive an email to accept the ticket transfer, and you'll need to log in to that external account to view and access the tickets. DICE tickets: You need to accept the seller's follow request in the DICE app, then the seller will use your phone number to send your tickets.
Top troubleshooting tip: Log out of your Ticketmaster or AXS account before you accept the ticket transfer, so you're directed to the account associated with your tickets.
Find your tickets: Go to your order and select "Get Tickets" to see where your mobile transfer tickets were sent.
Ticketmaster tickets:
Seatpin will email you when your tickets are ready. The email will either include an "Accept Tickets" button or tell you to look for another email.
If the email has an "Accept Tickets" button:

Click it.
Follow the steps to create an account to access your tickets.

If the email says to look for another email:

Check your inbox for an email from Ticketmaster.
In that email, select "Accept Tickets" or follow the instructions provided.
If you don't see the email, search your inbox for details related to your order.
Check your spam or junk folder.

AXS tickets:
Tickets are automatically added to an AXS account under the email address you provided at checkout. Log in to the AXS app using that email address. Select the ticket icon on the bottom menu, then your event.
DICE tickets:
To receive the tickets, you need to have created a DICE account and accepted the seller's follow request. Your tickets will be ready to view within 2 hours of the event's start time. Log in to the DICE app using your phone number. Select the ticket icon, then your event. Select "Activate QR Code".
Ticketmaster troubleshooting:
You receive the error message "Transfer offer cancelled": Your transfer probably expired. Send your seller a retransfer request. Your tickets were claimed, but you can't find them: This can happen when you have multiple Ticketmaster accounts connected to different email addresses. You receive the error message "Oops something went wrong": The transfer may still be processing. Try again after about 15 minutes. You receive the message "Your tickets have already been claimed": You claimed your tickets using a different Ticketmaster account than you're logged in to.
AXS troubleshooting:
You didn't get the email from AXS: The email went to your spam or junk folder, or your tickets were sent to an AXS account connected to an alternate email address. You don't see your tickets in the AXS app: Your tickets were sent to an AXS account connected to an alternate email address, or the email address was misspelled.
DICE troubleshooting:
You don't see your tickets in your DICE account: DICE tickets are visible within the DICE app 2 hours before the event. Once they're activated, you can't transfer your tickets to anyone else.

Question 16

What phones work with mobile tickets?

Accepted Answer

You can use the Mobile Tickets on Android or Apple smartphones.

Question 17

Why am I seeing extra charges on my ticket purchase?

Accepted Answer

You&rsquo;ll always see the total ticket cost on Seatpin before you buy tickets. If you see additional charges, it&rsquo;s usually for one of the reasons below.
Authorization charges
If you see two charges from us, the first is likely an authorization held by your bank. An authorization checks that your credit card details are correct and verifies that the cardholder can pay for the purchase. With most banks, this charge drops off within 2-5 business days. The second charge is for your ticket order.
Currency conversion discrepancy
When you buy tickets on Seatpin, the prices shown usually default to the country of the IP of the user. For example, prices on Seatpin visited from European IP automatically display in Euro. You can change the display currency to your preferred currency. When your payment is processed, you&rsquo;ll be charged at the real-time exchange rate, which can differ slightly from the display currency.

Question 18

What fees does Seatpin charge buyers and sellers?

Accepted Answer

Seatpin charges fees when fans buy and sell tickets. Our fees are competitive with other ticket resale marketplaces, and they help us provide a secure ticket resale experience.
Buyer fees
Buyer fees don't have a fixed percentage. They can change based on ticket price, time to event, updated event information, and supply and demand. The only fees you pay at checkout are the service fee and fulfillment fee.
You can view buyer fees here:
Before checkout: On the event page, select "Filters." Under "Price Display Options," turn on "Include estimated fees" to see the total price with estimated fees.
During checkout: On the "Review and buy" page, look under "Your order summary" to see the full ticket cost, including fees.
After checkout: Go to My Tickets, then Orders. Under the order total, select "View order receipt" to see the fees at the bottom.
These fees help us offer our PinSafe Guarantee. In the rare case there's an issue with your order, we'll make it right with comparable or better tickets or your money back.
Seller fees
Seller fees also don't have a fixed percentage. They can change based on ticket price, time to event, updated event information, and supply and demand. Listing tickets on Seatpin is free. If your tickets sell, we collect a sell fee.
To check your sell fee:
When listing tickets: On the "Set Your Price" page, under "Enter your price to continue," you'll see the payout you'll get if your tickets sell. Select the question mark under your payout to view a breakdown, including the sell fee.
When managing listings: In your listing details, under "Price per ticket," you'll see the payout you get if a ticket sells, with the sell fee subtracted.
After your tickets sell: In your sale details, under "Price per ticket," you'll see your total payout with the sell fee subtracted.
If you deliver your tickets on time and as promised, the sell fee is the only fee you pay to sell tickets. If you don't meet your seller responsibilities under our Global User Agreement and Seller Policies, you'll be charged whichever is greater: 100% of the price of the tickets sold, or the full amount incurred by us to remedy the issue for the buyer.

Question 19

Which payment methods does Seatpin accept?

Accepted Answer

You can pay for tickets on Seatpin using all major credit and debit cards, PayPal, Apple Pay, Google Pay, and a range of local payment methods available in your country, such as Satispay, iDEAL, Bancontact, BLIK, EPS, Multibanco, MB WAY, Revolut Pay, Pix, and bank transfer.
Available payment options may vary depending on your location, currency, and device.

Question 20

Does Seatpin charge international or currency exchange fees?

Accepted Answer

Seatpin doesn't charge currency exchange fees. Your bank may apply its own fees. If you're concerned about possible charges, contact your bank for more information.

Question 21

Why does my bank statement show a higher charge than my ticket total?

Accepted Answer

If you bought tickets for an event in another country, your bank may apply an exchange rate. Events are listed in that country's currency.

Question 22

How do I set my preferred currency?

Accepted Answer

You can set your preferred currency.

Scroll to the top of the page.
Select the world icon to open the language and currency change screen.
Use the drop-down menus to choose your preferred language and currency.
Select "Change."

Question 23

Can Seatpin ask a seller to lower the ticket price?

Accepted Answer

No. Sellers choose their own ticket prices on Seatpin, and we can't contact them to request a lower price.

Question 24

Is my payment secure?

Accepted Answer

Yes. We use a payment platform that keeps your payment fully secure.

Question 25

Can my refund be sent to a different card?

Accepted Answer

No. Because refunds are handled through automated security protocols, we can't send a refund to a different card than the one used for the booking. If you're entitled to a refund, we'll send it back to the original payment method. If the card you used for the purchase has been lost, renewed, blocked, or has expired, the refunded amount will still be sent to the bank linked to your account. Your bank can confirm the refund for you.

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