FAQ

GIGWISE FAQ’s


Who we are and what we do?


We are Gigwise Tickets, a London based ticket agency. We provide tickets and ticketing solutions for events, venues and promoters around the UK and Europe.


What is a Gigwise Account?


A Gigantic account is your own personal and secure login to Gigwise.com to make purchasing tickets quick and easy. You can set up an account by going to Gigwise.com and follow the online instructions


Do you store my card details?


Card details are sent directly to our payment processing bank, we get back a unique reference which we can then use to link your account to your card. This means that Gigwise do not and will never have access to your card or bank details at any stage making it completely secure.


What is a booking fee?


Booking fees pay for Gigwise to offer a 7 days a week, 24 hours a day booking service, labour costs, credit card commissions, dealing with any order issues, keeping the website and mobile site running smoothly, developing the technology to make the order process as easy and efficient as possible, and ensuring you never need to queue up at a venue Box Office to buy tickets.


How can I tell if my booking was successful?


You'll get a clear on screen confirmation with a unique reference number when your transaction has successfully completed. You will also be instantly sent a confirmation email to the email address you provided.


Why is my order not going through?


If after entering your details and clicking "Buy Tickets" you are returned to the order form, scroll down to see what has happened. You may have just missed something out or entered it incorrectly. There is no need to start your booking again from scratch, just check all the details you have entered carefully, then submit your order again.


We have compiled a check list below of the most common reasons why orders fail:


The address you provide MUST be the address that your CARD is registered to (i.e. the address where your card statements are sent to), including the full postcode where applicable. If you have recently moved, or are a student with a term time and home address, please consider where the card itself is currently registered.


If you have a UK postcode beginning "CR0" or ending "0XX", please note that the "0" in either case should be entered as a zero, rather than the letter "O".


If your card has a start date or valid from date, or an issue number, please enter these as they are required for some types of card.


If you are using a wheel mouse, please check that the expiry date and start date are correct before you click the button, as these can inadvertently be altered when scrolling down with the wheel.


Please double check the CVS number (the last 3 digits from the signature strip on the back of the card). This is typically changed when a new card is issued, so if you have recently received a new card please check that you are entering the correct number.


If you are still having problems please contact us.


Do I get a receipt for my tickets?


Yes, Go to ‘My Account’ and you can view all of your online orders. Simply click ‘print receipt’.


Can I get a refund if I change my mind


Get a full refund on tickets from participating venues and teams if you change your mind within 72 hours of purchase. If eligible, a refund link will appear in the order details page of your Gigwise account.


CaIf you're event has been rescheduled, we're more than happy to issue a refund if the new date's no good for you. If you've already received your tickets, we'll usually need you to send those back first. We'll always give you full details about where to send your tickets and any cut-off dates when we contact you.


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n I get a refund if the date is changed and I can’t make it?


If you're event has been rescheduled, we're more than happy to issue a refund if the new date's no good for you. If you've already received your tickets, we'll usually need you to send those back first. We'll always give you full details about where to send your tickets and any cut-off dates when we contact you.


How do I get a refund if my booking is cancelled?


If an event's been cancelled altogether, we'll usually just refund your tickets automatically. We refund the face value plus the service charge for each ticket – you'll see a credit onto your card within 15 days of us contacting you about the cancellation.


I haven’t had my refund yet – What should I do?


It can sometimes take a while for a refund to appear back onto your card, as once it's processed on our side there can be a few days in between before it's claimed by your bank. Please allow up to 15 days after the refund has been processed to appear on a statement.


If you still don't see the credit on your statement, please double check which card you used we'll always refund the original card you booked with.


What cards do you accept?


We accept Visa, Visa Debit, Electron, MasterCard, Maestro, Solo, and JCB cards. Sorry, we don't do Diners or American Express.


Can I pay using a different method?


No, sorry we only take card or paypal payments


Do Gigwise have a fraud detection system in place?


We use state of the art technology to protect us, and you, from fraud. Sometimes we will ask customers to provide us with additional information to confirm that they have authorised a ticket purchase. Please don't be offended if this happens? it's better to be safe than sorry!


What do I put in a letter of authorisation if needed?


If your tickets are on box office collection, generally only the cardholder can pick them up. If you're not planning on going to the event yourself, there are some venues that will allow for someone else to collect the tickets on your behalf - they'll just need to take some photo ID and a letter of authorisation from you with them. This needs to include:


The cardholder's name Billing address Cardholder's phone number Last 4 digits of the card number you paid with Ticketmaster reference number Seating details (where applicable) Name & date of the event Number of tickets booked Name of the person collecting Type of ID they'll provide for themselves Cardholder's signature


 


When will my tickets arrive?


This varies from event to event because we don't always get the tickets into our office until nearer the date of the show. However, you will always be notified by email as soon as your tickets have been dispatched. If you haven't received your tickets 10 days prior to the event please contact us.


Royal Mail have returned my tickets to you – Can you resend them?


If your tickets are on their way back to us, we should receive them fairly soon. As soon as we do get them back, we’ll be in touch with you to let you know – from there, we can look into resending them or making them available for you to pick up from the box office at the venue when you arrive for your event.


We can’t make any arrangements until we have the tickets back, so it’s best to wait until you hear from us confirming that they’ve arrived in our offices. However, if you still haven’t heard anything from us by 5 days before your event, please let us know and we can look into it further for you.


What if my tickets are lost or stolen?


Unfortunately, rules from venues or promoters mean that some tickets cannot be replaced. Always keep your tickets safe, after all they are essentially cold hard cash. Be aware that tickets are often printed on heat sensitive paper for security reasons, so please be careful where you leave them!


If the worst has happened, please contact us, quoting your reference number. If it's possible, we will make alternative arrangements to get you into the event. Please DON'T leave it until the last minute to get in touch. It's important to contact us at least two working days before the show, so that we can contact all the parties involved on your behalf


I have been sent the wrong tickets or the wrong number of tickets?


Please check your tickets as soon as they arrive so we can try to sort out any problems. If anything seems to be wrong, please contact customerservices@gigwise.com straight away.It can sometimes take a while for a refund to appear back onto your card, as once it's processed on our side there can be a few days in between before it's claimed by your bank. Please allow up to 15 days after the refund has been processed to appear on a statement.


 


If you still don't see the credit on your statement, please double check which card you used – we'll always refund the original card you booked with.


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What is mobile entry


You can now use our mobile app or the browser on your mobile device to access your order and have your tickets scanned. The ticket taker will scan it as if it was a physical ticket and you’re in.                 


This a copy of a barcoded ticket on a smartphone.


 


Paperless Tickets – Everything you need to know.


Sometimes the event organisers will ask us to use paperless tickets, to make sure as many genuine fans as possible get the chance to book. Please remember that this means no paper tickets will be sent in the post. 


How does it work?


When you book for a show, the card you use to pay will then act as your tickets to get you in on the night. It's all very clever – your card details are just transferred securely onto the scanning system at the venue, so on the night they just swipe your card, check it against your ID to make sure you are who you say you are, then you're in. No paper tickets through the post and no going to the box office to pick your tickets up.


One thing to remember – your whole group will need to arrive together. As the cardholder, you're the important one! Your guests will need to arrive with you to get in.


Virtual credit cards won't work as there's nothing to scan on the night – you'll need to use a physical card that you can take along with you.


 


 


 


 


 


Can I authorise someone else to use my tickets?


You can't – paperless tickets are designed to stop tickets from being passed on or resold, so this would make it too easy for resellers to get round the system. Please only buy tickets if you’re sure you're definitely going to the event. If your circumstances can change quite quickly, maybe you should leave it up to someone else in the group to book the tickets.


We will try to help where we can though – we know that things can come up, so if your circumstances do change, get in touch with our customer services team and we'll try to help.


 


 


 


 


Can I transfer my order onto another card?


We can only ever transfer onto another card if the one you booked with has expired. It would still have to be in your name and address, so we can't transfer onto someone else's card.


 


What do I need to take with me on the night?


Confirmation of booking.


The credit/debit card used to buy the tickets.


Photo ID – that's a driving license or passport.


 


What if I don't have a passport or driving license?


It's going to be really strict on the night, so you will need some state issued photo ID. If you can't provide the right ID, you might not get in – and we can't refund unless the event actually gets cancelled. To avoid problems, if you don't have any photo ID, it's best to get someone else in your group to order the tickets.


 


Will I get any paper tickets before the show?


No, sorry! If it's a paperless event, just bring yourself, your card, photo ID and your reference number.


 


What if my friends won't be there until later?


The whole group does need to go in together. If your friends are late and you go in without them, they won't get in.


 


What if my card is expired or it's been lost?


We'll always try and contact everyone whose card is due to expire before the day of the event so that you can add your new card details to the booking. You can then get into the event with your new card.


We might not always be able to contact you though – and we won't know you've lost your card until you tell us – so please remember to get in touch once you've got your new card.