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Help & FAQ

Click on a FAQ to expand and see answer


If you can’t remember your username or password, click the log into control panel icon (Top right hand corner of the screen)
Then click the lost username/password text below the login icon.

This will send you an email telling you your username and the steps on how to reset your password.
 

This means you are already a member of our website.

If you can’t remember your username or password, click the login to your control panel icon, then click the lost username or password icon below the log-in form.

This will send you an email telling you your username and steps on how to reset your password.

*Please check your junk mail folder!


Some email providers have sensetive junk mail settings and will filter all automated emails.

Please check your junk mail folders if you cant see any emails from us in your inbox.

E-Tickets
If you’ve lost your ticket, don’t panic! You can download and reprint your tickets anytime from our website.


To get a new copy of your ticket, go to the user control panel, look in the ‘My Tickets’ category, and click the download and print your tickets icon.

Physical Tickets
If you have lost your physical mail order ticket, we can send you a digital copy, which you can download, print, and use as a replacement.

To email us, visit the contact page here: http://www.undergroundtickets.net/cat/6/contact-us

 

All orders received before 5 p.m. are dispatched via Royal Mail first class to your specified delivery address. We allow up to 48 hours for delivery, which is why the mail order option is only available up until 2 days before the event.

In the event of Royal Mail not being able to deliver your tickets due to a busy time of year or a postal strike, we are able to send you an emergency digital copy of your ticket, or arrange for you to collect your ticket from the venue door on the night of the event.

We apologise for any late tickets. This is very unlikely to happen, but if it does, it’s beyond our control and down to Royal Mail.

To email us about mail order delays, visit the contact page here: http://www.undergroundtickets.net/cat/6/contact-us
 

After purchasing an e-ticket, you will be given the option to download and print a copy at the confirmation page (stage 4 of the shopping cart process).

A copy of your e-ticket will also be sent to your email address with the subject ‘Ticket Email Copy’.

All E-Tickets that you buy are stored and saved on our website. You can access them via your user control panel. To find them, simply look in the ‘My Tickets’ category, then click the ‘download and print your tickets’ icon.
 

Yes! You are able to see all your previous order transactions via the user control panel. Look in the ‘My Tickets’ category and click the ‘See all previous ticket transactions’ icon.

When ordering a ticket from our website, you have two delivery options:

  1. To download an e-ticket instantly
  2. Have a physical ticket sent via Royal Mail to your chosen delivery address


Both ticket formats are explained below.

What’s an E-Ticket? (ticket download)An electronic ticket (commonly abbreviated as e-ticket) is a ticket with a unique reference code generated by our computer system.

Unlike traditional paper tickets (physical tickets), an e-ticket exists only as a digital record and can be purchased up until 8 p.m. on the day of an event.


How to Use an E-Ticket
The event organiser and venue have a list of all e-tickets purchased; your name and unique reference code will be with the door staff who will cross-reference your e-ticket with their sales list.


E-Ticket Download Options
Your e-ticket will be available instantly after completing the checkout process and submitting payment. When you reach the ticket confirmation stage, you will be given an option to see your e-ticket and download a copy.

All your tickets are saved and stored in your user control panel in the ‘My Tickets’ category. A copy of your e-ticket will also be sent to your email account in case a backup copy is needed.

*If you are unable to print out your e-ticket, you can make a note of your unique reference code and present it to the event door staff along with your full name to gain entry.


Physical Ticket (traditional paper tickets sent in the post)
For those who prefer to have traditional paper tickets for events, we offer the option to have tickets sent in the post via Royal Mail.
Using our ticket printing machines, we provide secure event tickets printed on watermarked paper. Like all e-tickets, physical paper tickets have a unique reference code to be checked in with the event door staff.

This option is available up until 2 days before the event. We need to leave a time frame of 48 hours to allow for postage delay. Make sure you order in advance if you require a physical ticket sent via the post.
 

Yes! If you make a note of your ticket reference code and give it to the door staff at the event, you will be able to gain entry.


Event organisers have a list of all tickets sold from our website and will be able to find your name, reference code, and cross-check your details.

*You can make a note of your reference code on your mobile, on paper, etc.

 

If you have purchased several tickets under your name, but you can’t arrive in a group together, you can all still gain entry.

Make sure the late arrivals have a copy of your e-ticket or just the reference code and the name of the ticket holder with them.

Explain to the door staff that not all ticket holders are present, but the others will be arriving shortly and will have a reference code and your name to cross-check with the ticket list.
 


Sage Pay is the secure payment gateway we use to take money from your credit card to send to our merchant account.

The booking fee is the service charge we issue for every transaction for using our ticket service.

*This is a nonrefundable charge
 

Postage and packing fees are the charges we issue customers when we send a ticket in the post.

*This is a nonrefundable charge

If an event has been cancelled, or an events main act didn’t perform, we offer refunds minus the booking fee and / or postal charge.


The booking fee is charged to the customer to use our box office system and payment gateway. This service charge is not refundable.

*We cannot offer refunds if you are not able to attend the event, unless it has been due to an error from our ticket shop.
 

We pay you (the promoter) 3 working days after the event date. We pay you directly into your bank account with the account number and sort code you provide in your profile after signing up.

We are legally responsible to refund ticket money if the event is cancelled or the main act didn’t perform. Beacuse of this, we have to keep hold of all ticket money for 3 working days as a security measure.


The money will always be deposited by the Wednesday following your event.


Anyone can sell tickets with us. It’s quick and simple and only takes a few minutes to create an account.


For full details and to upgrade your account to a ticket seller, please have a read of our 'Sell tickets with us page" here: http://www.undergroundtickets.net/t/sellTickets
 

Ticket Sales
We (Underground Tickets) do not organise events, We (Underground Tickets) are licensed by the event organiser (promoter) to list and sell tickets via our box office system.

Refunds
If the event organiser (promoter) cancels an event, or an event does not run as advertised, we (Underground Tickets) will refund the ticket holder the full face value of the ticket (minus the booking fee).

The booking fee is charged to the customer to use our box office system and payment gateway. This service charge is not refundable.
If the ticket holder (customer) can not attend a event due to a change in plans, we do not offer refunds.

By agreeing to the terms and conditions and purchasing a ticket, you are agreeing to these terms.

 

Ticket Terms
All risks and danger incidental to the event are assumed by the holder of the ticket attending the specified event (prior, during and after the event). With the purchase of this ticket the holder voluntarily agrees that management, venue, event participants and UT and all their respective agents, directors and employees are released by the holder of this ticket from any claims arising from the aforementioned causes pertaining to the event.


2) Tickets are bound by venue rules and regulations.


3) The venue reserves the right to refuse entry and the right to conduct security searches.

4) Please arrive before the time stated on your ticket. Latecomers may be refused entry by the venue or accommodated at the most suitable break.


5) Once bought, tickets cannot be exchanged or refunded.

6) Tickets are sold subject to the rights of the promoter and venue to alter the advertised programme depending on circumstances beyond their control with no obligation to supply the ticket holder with a refund or exchange of ticket.


7) This ticket cannot be transferred to another person or re-sold without authorisation by UT or an authorised sub agent. Failure to comply may lead to refusal of entry or ejection from the entertainment venue.


8) Under some circumstances, out of the control of promoter, performer and venue, events have to be cancelled or postponed. In such circumstances, please contact us for refund information. Please note that refund limitations may be in place if an event is moved or rescheduled. As such, the ticket holder has a responsibility to note the rearranged time and date.


9) Under no circumstances do UT, the venue or the promoter take ANY responsibility for personal property.