I received an error when placing my order, the charge is now 'pending'. Where are my tickets and have I been charged?

There are a number of reasons why this might have happened. In order to make a successful order please ensure the details provided match those that the card are registered under. Please confirm that you are entering your postcode on the payment screen next to the CVC section. This box will appear once you begin entering your card number. Otherwise this order has most likely failed validation as the details which were provided do not match those registered. No payment will be taken as the validation was unsuccessful. If this transaction is still 'Pending' then your bank may have ringfenced the money as a security measure and will usually refund this transaction within 3 working days.

I purchased tickets for myself and my friends/family in a single order but the tickets are all listed under my name, will my group still get in?

Yes, so long as your group all enter together or possess the primary ticket holder's ID if entering at different times.

My friend purchased these tickets in their name. Please can I change the name on this order?

Yes, if the event organiser has allowed this you can follow the 'Change Name' process from within 'Your Tickets'. Please note that an additional transaction charge may be applicable for this.

My order was placed on a ticket supplier that isn't Eventcube, how do I access my tickets?

Eventcube has no access to third party or external ticket support facilities. Please contact the event provider directly for assistance or the platform on which tickets were purchased for support.

Can I add Booking Refund Insurance after I have already placed an order?

Booking Refund Insurance is only applicable when purchased at the point of initial sale. There is no way to purchase Booking Refund Insurance for a ticket thereafter.

How can I check if I ordered booking refund insurance?

Your tickets received via the email address used when purchasing will indicate whether you purchased Booking Refund Insurance.

How do I pay the outstanding balance on my instalment tickets?

If you have outstanding balance on an installment ticket, go to Manage Order. Here you will find a 'Instalments' button where you can manage your payments

I ordered tickets, but I haven't received anything to my email address?

Your tickets should arrive within 30 minutes of purchase as long as email validation has been submitted correctly. If you have not received your ticket confirmation within 24 hours, you can Find Your Order.

I've booked tickets somewhere else - can you confirm that they're genuine?

Eventcube has no access to third party or external ticket support facilities. Please contact the event provider directly for assistance or the platform on which tickets were purchased for support.

How secure is my personal information?

We use globally recognized Checkout.com to process your payments and keep your details safe. We do not store your credit or debit card details after the transaction is complete.

What payment methods do you accept?

We take payments from Visa, Mastercard and all debit cards.

My transaction was declined/unsuccessful.

If your transaction was declined, please ensure your card and billing address details are entered correctly. If you are still encountering problems, please contact your bank.