Questions regarding the order

Do I have to register on tickets.de in order to buy online-tickets?

You have 3 possibilities to buy online-tickets on tickets.de: 1. as registered user, 2. as express user without registration or 3. with your facebook user account. We suggest you register since you can then handle your tickets in the “Tickets” section.

When will you send me the tickets?

We are not sending any tickets by mail. You will receive an email with a download link for your online-tickets directly after the purchase. Please print out the online-tickets and take them with you to the event – they will be scanned at the entrance. Please note that the download link is valid once only.

Is the printout sufficient in order to enter the event?

Yes, the printout is sufficient. The validity of the online-tickets will be checked by scanners directly at the entrance. Please make sure that the QR-code and the adjacent string of numbers are readable.

Can I resend the online-tickets to my email address?

If you have bought the online-tickets as registered user or via your facebook user account, you can handle your online-tickets at any time in the section "Tickets“, i. e. you can download the online-tickets there or send them to an email address of your choice.

I have forgotten my password, how can I log in?

On tickets.de you can find the link „Forgot Password?“. Please click on this link and follow the instructions.

I cannot open the pdf-file!

In order to open the pfd-file properly, you will need the latest version of Adobe Acrobate Reader. You can download the latest version of Adobe Acrobate Reader here: http://www.adobe.com/products/acrobat/readstep2.html

How do I print out the online-tickets?

The online-tickets can be printed out on a standard sheet of paper. A black-and-white printout is sufficient.

Can I exchange the online-tickets or return them?

Online-tickets are generally non-returnable. However, you can offer your online-tickets in our ticket exchange service. You will find the according link in the section "Tickets“. If you have bought your online-tickets as express user, you can register on tickets.de retrospectively and add the online-tickets to your new user account. You will find the according link in the email which we have sent you directly after the purchase for downloading the online-tickets.

Are online-tickets transferable?

Generally, online-tickets are transferable. Please take a closer look at our General Terms and Conditions (particularly clause 8 and 9). Selling the online-tickets to third parties with a profit-making intent is prohibited. For certain events, the online-tickets are personalised and only valid with a passport or valid ID of the ticket owner. Please take a look at clauses 10 and 11 of our General Terms and Conditions for transfer of personalised online-tickets.

Question regarding payment

Which means of payment are offered on tickets.de?

We offer payment by direct debit, by credit card or by Giropay.

When will the amount be debited from my bank account?

The amount will be debited directly after or within a few days after the purchase, dependent on your bank. If you have payed by credit card, you will find the amount on your next credit card bill. The date of the debit entry is dependent on your credit card institute as well. If you have payed by Giropay, the amount will be transferred directly to our bank account via the website of your bank.

What happens if the amount cannot be debited from my bank account?

If we cannot debit your account, the online-tickets will be invalidated irrevocably. Even online-tickets, which you have already printed will no longer be valid. However, you can purchase new online-tickets – provided that there are still tickets available. As debit returns lead to additional costs and efforts for us, you will only be allowed to pay by credit card or Giropay. Attention: Please do not transfer the amount to our account as we cannot accept any bank transfers. Online-tickets which have been invalidated cannot be re-validated!

How can I get an invoice for my order?

If you have bought the online-tickets with your tickets.de- or your facebook user account, you can download an invoice in the section „Tickets“. If you have bought your online-tickets as express user, you can register on tickets.de retrospectively and add the online-tickets to your new user account. You will find the according link in the email which we have sent you directly after the purchase for downloading the online-tickets.

Questions regarding the ticket exchange service

How can I offer my online-tickets in the ticket exchange?

You will find the according button in the section „Tickets“. If you have bought your online-tickets as express user, you can register on tickets.de retrospectively and add the online-tickets to your new user account. You will find the according link in the email which we have sent you directly after the purchase for downloading the online-tickets.

Will I be informed if someone has bought my online-tickets?

As soon as your online-tickets have been sold, you will automatically be informed by email.

When will the amount be transferred to my bank account?

The amount will automatically be credited to your bank account/credit card within the next couple of days.

Can I always sell my tickets via the ticket exchange?

As soon as the promoter has stopped the ticket sale, selling tickets via the ticket exchange is no longer possible. The according button in the section “Tickets” will no longer appear.

Questions regarding the return of online-tickets

Can I return my online-tickets?

Generally, online-tickets can only be returned if the event has been cancelled or postponed.

The event has been cancelled or postponed – how will I get a reimbursement for my online-tickets?

You will find the according button in the section „Tickets“. If you have bought your online-tickets as express user, you can register on tickets.de retrospectively and add the online-tickets to your new user account. You will find the according link in the email which we have sent you directly after the purchase for downloading the online-tickets.

Further questions

Are the online-tickets which I have bought from a third party (e. g. via internet auctioneers etc.) valid?

We cannot guarantee the validity of online-tickets which have been bought from third parties. The bar code only allows one person to enter the event, i. e. the person who shows up first with the online-ticket will be let in.

How can the validity of online-tickets be proved?

We do not prove the validity of online-tickets which have been bought from third parties as online-tickets are protected user data. Due to privacy policies, we cannot give you any details about our customers or about our customers’ online-tickets.

Questions regarding personalized tickets

What does „personalized“ mean?

Personalized means that the first and last name of the person attending the event has to be entered during the ordering process and will be displayed on the ticket.

How will personalized tickets be controlled at the entrance?

The identity of the ticket holder will be checked at the entrance to the event. The ticket holder has to prove his/her identity by showing an ID-card, passport, driver’s license, EC or credit card.

What happens if I cannot prove my identity at the entrance?

The promoter has the right to deny access to the show if you cannot prove your identity at the entrance by showing an ID-card, passport, driver’s license, EC or credit card

How can I change the name on the ticket?

Only the original buyer of the ticket can arrange a re-personalization. Therefore, the buyer has to log in on tickets.de and enter the first and last name as well as the email address of the new ticketholder. Furthermore, the buyer has to upload an official identification document that can be copied (not a personal ID-card) reflecting the identity of the original ticket holder (such as a health insurance ID-card or a drivers license).

I have no ID-card which I can upload, what next?

Should you not be able to upload the according documents, we cannot accept your re-personalization request. However, you can still sell your tickets in the ticket exchange.

How much will a re-personalization cost?

A re-perzonalisation will cost 5,- Euro per ticket and can only be payed by credit card.

How long can tickets be re-personalized?

Re-personalizations can be requested until 6 hours before doors open time. Payment of the re-personalization fee is only possible by credit card.

My request has been rejected – why?

The reason for the rejection has been sent to you via email, please also take a look into your spam mail entry. Should you have any further questions regarding the rejection of your request, please email us: umpersonalisierung@tickets.de

I cannot request a re-personalization because I cannot find an according button, why?

There might be several reasons: 1. You are not the original purchaser of the ticket (a re-personalization can only be requested by the original purchaser), 2. You have bought the ticket as an express-user and have not yet transferred it to your new user account, 3. We have blocked your account for any re-personalizations.

I have bought the tickets as an express-user and I don’t know how to request a re-personalization now.

If you have bought your tickets as an express user, you have to register with the same email address on tickets.de – then please log in and click on the according link which we have sent you together with the order confirmation right after the purchase. By clicking on the link, the tickets will be transferred to your new user account where you will find the according button for the re-personalization.

I have bought my ticket at a non-authorized reseller and a wrong name is displayed on the ticket.

We cannot guarantee the validity of tickets which have not been bought directly through tickets.de. Furthermore only those people will be able to access the event whose names are printed on the tickets. A re-personalization can only be arranged by the original buyer.

If you have bought Robbie Williams tickets through a non-authorized outlet please contact robbiewilliams@tickets.de

I have bought Robbie Williams tickets via Ticketmaster.

When will I receive my tickets?

You will receive a download link from tickets.de within 4 working days.

Why do I have to create a user account at tickets.de?

Your order has been accepted by Ticketmaster and will be handled by tickets.de. By creating a user account at tickets.de you are able to print out, forward and re-personalize your tickets.