Frequently Asked Questions

General FAQs

What is entertainrr, and how do I get tickets from you?

entertainrr is a company dedicated to helping you book tickets for your favourite events. We don’t own the tickets, but we facilitate transactions through our secure and controlled online platform. We charge a percentage as booking fees on top of the face-value of a ticket.

How do I order my e-ticket?

Create an account through my account and enter your information. Then, search for your event, click ‘book’, enter your payment details and make a note of your booking reference. We’ll also email you a copy along with your e-ticket with scannable QR code. This is all you need to gain entry.

Why do I need to create an account when purchasing tickets through entertainrr?

You need to register an account so we can deliver your e-ticket and purchase confirmation directly to your email. You will also receive our latest news on upcoming events, offers and announcements.

Why am I having trouble logging in to my account?

Check that you’re using the correct email address and password. If you’ve forgotten your password, click the corresponding button and we’ll send you a link to reset it.

My new password hasn’t arrived – what should I do?

The ‘reset password’ email may have been sent to your junk or spam folder. Check these folders in your mailbox first, then contact customer support if you haven’t received it.

Can I share information about my event on social media?

Yes! Our organisers would encourage as much promotion as possible. Why not link directly to our Facebook shop?

Can I sign up to your mailing list before making a purchase?

Yes – just create an account and wait for your first newsletter to come through. Hopefully, it will give you some ideas on which event to attend.

Will you pass my information on to other companies?

We act as an agent between buyers (you) and sellers, so your information will only be passed on to them. Check out our terms and conditions for more information on our privacy policy

How do I unsubscribe from your mailing list?

We hope you don’t have to, but if you do want to unsubscribe, scroll to the bottom of the page and hit the ‘unsubscribe’ button. Please wait 3–4 days for this to take effect. Don’t worry, you can still purchase tickets through our platform.

How do I make a complaint?

Please contact us directly using our enquiry form. Mark the subject as ‘complaint’ and we’ll deal with your query as quickly as possible. However, as we may need input from the event organiser, complaints may take up to 28 days to resolve.

I want to buy tickets

How can I pay for my tickets?

We accept all major credit or debit cards, including Visa, MasterCard and American Express. We use stripe as our major payment gateway, and it accept most of the major credit or debit cards. You can also use our gift card or discount voucher as payment.

Can I pay over the phone?

We don’t provide a pay by phone service or have a ticket order hotline. You can call our general telephone enquiry line if you have a query for a specific event or ticket.

How much are your booking fees?

All ticket prices are set independently by the sellers based on current market value (or face value). We charge a percentage as booking or service fees, which includes a sale price that helps us maintain our operations. This varies according to event type, size, location and organiser. The booking fee is displayed clearly when you’re buying your tickets. Please note that both booking and service fees are non-refundable in all circumstances.

Why is your booking fee non-refundable?

The booking fee is used to cover the cost of administration for your orders. That’s why we can’t refund the booking fees in any circumstance – even if the event gets cancelled. In some exceptional cases, the event organiser may decide to refund the booking fees with the face value of the ticket, though this is done at their discretion.

How many tickets can I buy for each event?

There is no limit to how many tickets you can purchase, sometime event organiser ask us to add limits on ticket. However, if you’re a corporate client and want to make a bulk order, call us directly so we can check availability and deliver your order.

Why am I having trouble paying?

Transactions can fail for several reasons so we can’t be 100% certain why yours isn’t working. However, try making sure your browser is up to date and you’ve accepted all session cookies for our website. Also, try closing and re-opening your browser window. If you’re still having trouble, try using another browser or check your security/firewall settings.

Why is my card getting refused?

Double-check the details on your card against what you’ve entered on our platform. Sometimes just re-entering your details can solve the problem. However, if the issue continues, you should discuss this with your provider.

How can I get discounts, promotion codes or concessions?

For these types of offers, you must contact the seller directly. If you’ve been given a promotion or discount code, use this before the checkout stage. If you buy a concession ticket, please make sure the ticket-holder is eligible or you will be refused entry.

What are the age restrictions or dress code for my event?

Every event listing specifies whether there is an age restriction or special dress code. Read this carefully before you make a purchase and once again before travelling to the venue. If you don’t comply with these rules, you will be refused entry.

Will there be disabled access at the venue?

These are specific to the venue, so it’s best to get in touch with the organiser who can also make necessary arrangements. However, we can also make enquiries on your behalf – just contact our customer support staff.

Why can‘t I find the event I’m looking for?

All the events we sell tickets for are listed on our site. However, if you’ve been informed about an event or seen a promotion or advertisement and can’t find it on our website, contact us and we’ll be happy to look into it.

I didn’t receive my e-ticket by email – what do I do?

You should receive your email straight away, so try refreshing your inbox and checking your spam folder. If it does not arrive, get in touch and we’ll resend your e-ticket.

Why can’t I save tickets in my basket?

The basket is a way for you to keep track of tickets you’re interested in. However, they won’t stay in your basket for long as we can’t hold the tickets for you indefinitely.

Why has the price of the ticket changed since I last checked?

Some organisers increase the ticket price as it nears the end of sale period. They can also increase prices when there’s high demand, so it’s best to buy tickets as soon as possible.

Is there a cut off time for booking tickets?

This varies from event to event, but organisers usually cut off bookings shortly before the event begins.

If I order multiple tickets for the same event, will it be one e-ticket or several?

You’ll receive an email with all the individual tickets attached in a PDF format. For example, if you booked tickets for five people, you’ll receive an attachment with five separate tickets. You can print all of them, and use them for separate entry for each person.

What happens if I order multiple tickets for lots of different events?

You’ll receive one email with all the tickets in a PDF format. However, there will be separate attachments for each event.

I’m ordering the ticket as a gift, will my e-ticket have the same name as the person?

Our e-tickets don’t contain the name of the person ordering, or the individual it’s gifted to. Please make sure that the ticket is securely delivered to the person who will attend the event.

I already have tickets

I just placed an order, how do I know if it’s gone through?

Please wait and check if you’ve received an email confirming your purchase, with your e-ticket attached. If you haven’t received it, close all windows and log back into ‘my account’ to see your order history. If your order is not there, it hasn’t gone through and we will not have taken payment. Try ordering the ticket again.

Can I get a receipt for the ticket I purchased?

As soon as you purchase your tickets, you’ll receive an email confirming your order with all your payment details and receipt.

Can I change my seat numbers?

If the event requires seat allocation, you will not be able to change your seat numbers after purchase.

What happens if there’s no seat number on my ticket?

Sometimes the venue won’t have allocated seating (for example, it may offer unreserved seating or standing only). These tickets will not have a seat number and seats are given on a first-come-first-served basis – so it’s important to get to the venue in good time.

Do I need to bring ID to the event?

We recommend that you bring some form of identification to the event, just in case there’s a problem issuing your ticket. This will help us verify the account and avoid duplication.

Should I print multiple copies of my ticket?

E-tickets from our platform can only be scanned once. We advise you to avoid making multiple copies to ensure that no one else can use them and invalidate your own.

I don’t want to print my ticket – can I show my ticket on a mobile device?

Yes, just show your e-ticket/QR code at entry so it can be scanned and confirm your purchase.

How do I pick up my printed tickets at the venue?

We only issue e-tickets, so you don’t need a physical ticket. Only your e-ticket with QR code is needed for entry.

The event organisers gave me a physical ticket. They’re not e-tickets, so are they valid?

Some sellers may issue physical tickets instead of selling through the platform. We print these for them, and they’re valid providing they carry a proper QR code and our information. We always recommend that the seller keeps track of the tickets issued.

There is an error on my ticket, can you fix it?

Please contact us and we’ll fix it for you.

I accidentally booked my ticket for the wrong day, can you change it?

Sadly, it’s not possible to change the tickets once they’ve been purchased. These can’t be changed or refunded.

Can I transfer my ticket to another event or date?

This is not possible as we sell tickets from individual sellers and don’t own the tickets.

What happens if an event is cancelled or postponed?

We will inform you of any changes to your event straight away by email.

My event was cancelled – how do I get a refund?

We will automatically issue a refund for the face value of the ticket purchased – so you don’t have to do anything. Please allow 15 days for the credit to be returned to the account you booked with. Please note that booking and service fees are non-refundable.

My event was postponed – do I need to get my ticket reissued?

Your original tickets are usually valid for the new date – so there’s nothing you need to do. In occasional cases, where the venue requires a ticket with a new date, it will be automatically emailed to you.

My event was rescheduled and I can’t make the new date – can I get a refund?

Yes, contact our customer support team and we’ll give you a face value refund if you can’t make the new date.

Can you reimburse the cost of my travel and hotel arrangements if my event is cancelled or postponed?

Unfortunately, we can’t refund anything beyond the cost of the tickets. However, we’ll do our best to inform you about any changes to your event before you arrive.

If my plans change so I can’t make the event, can I return my ticket?

Our e-tickets come without a name so you can pass yours on to someone who would like to go to the event. However, please don’t resell your ticket as this goes against our policy. We reserve the right to cancel your ticket if we suspect you have resold them. The ticket will not be refunded, and the person trying to attend the event will be refused entry.

I have lost my credit/debit card or it has expired since I purchased the tickets. Can I still get a refund?

We issue refunds to the card you used when making your original purchase. If you’ve lost your card or it has expired, you’ll need to contact your bank for reissue. Please allow 15 days for this to show in your statement.

Can I resell the tickets?

Resell of our tickets is not permitted. If we suspect someone of this, we will invalidate the tickets immediately and there will be no refund issued.

Can I cancel the ticket I’ve already purchased?

Sadly not, and all tickets on our site are non-refundable. You’ll only receive a refund if the event is cancelled or postponed.

Booking refund protection

What is TicketPlan Refund Protection?

TicketPlan Refund Protection is an optional service offered by you and administered by TicketPlan on
your behalf. It is not an insurance policy.
TicketPlan administer refunds to your customers if they are unable to attend a pre-booked event due
to one of the many specified, unforeseen circumstances detailed in the TicketPlan terms and
conditions (such as accidents, illnesses, bereavements, etc).

How does the customer purchase TicketPlan Refund Protection?

TicketPlan Refund Protection can be purchased during the booking process either online by selecting
the relevant option or by requesting that Refund Protection be added to a booking over the phone or
at the ticket office.
TicketPlan is charged per ticket and must be purchased for all tickets within a booking.

Our partnership, who does what?

TicketPlan will deal with all refund requests and associated queries.
You offer TicketPlan Refund Protection to your customers and deal with all queries relating to any
other aspect of your customers’ bookings.

A Customer is unable to attend an event. What should they do?

Customers will need to submit a refund application at www.ticketplangroup.com/refund-application-
form . They can also contact our Refunds Team with any specific queries they may have with their

application via the Need Help button which is located at the bottom of the page.
The website also contains a detailed FAQs section which will also assist the customer with their
application.
Along with completing the refund application form, customers will need to provide us with
documentary verification to support their application.
For instance if the customer is unable to attend an event due to illness, they will need to provide us
with a doctor’s note or appropriate pharmacy receipts.
The customer will also need to provide us with:
 Their original booking confirmation – detailing their booking and that they have purchased
TicketPlan Refund Protection.
 The original un-used tickets (if they have them).

The Refund Process

Once we have this information our Refunds Team will assess the customer’s refund application
against the Refund Protection terms and conditions.
Our Refunds Team will contact the customer should we require further information in support of their
refund application.
If successful, our Refunds Team will make a refund payment in to the bank account nominated on
the customer’s refund application form.
If the customer’s refund application is unsuccessful, our Refunds Team will write to them confirming
the reason(s) why their application was un-successful.
 Are there any exclusions? – Full details of circumstances in which a customer will not receive
a refund can be found in the TicketPlan Refund Protection terms and conditions summary.
 What should a customer do if they are unhappy/want to complain about Refund Protection? –
If a customer wishes to complain they can contact us for a copy of our complaints procedure
including all relevant contacts.

The “I” word

TicketPlan Refund Protection is carefully modelled – The customer is NOT purchasing “insurance”
they are purchasing Refund Protection.
You must avoid reference to the “I” word.
Also avoid any related terms such as “claim” or “premium” and instead use “refund application” and
“refund protection fee”.

is this available for clients from all markets

We are sorry,  Ticketplan booking refund protection is only available to clients within United Kingdom and events which are hosted locally. This option is not available to clients outside of United Kingdom.

Listing an event

What type of tickets can you help us sell?

We can help you list multiple types of events: standard, pre-registration, group, time slot and even allocated seating events. Our system supports multiple ticket types and event categories.

Will you charge me to list my event?

Yes, we charge a commission or ‘booking fee’ for each ticket sold through our platform. Price varies depending on the event and type of service you choose. We try our best to keep these fees as low as possible. The booking fee is displayed clearly when you sell tickets, so you know exactly how much you’re paying.

How do I begin the process?

Go to sell tickets page and start the process for registration as an organiser. Please read our terms and conditions before registering.

What details do I need to list my event?

You’ll be asked to fill out as much information about your event as possible. This will include general information, the number of tickets you want to sell, venue information, start and end date, as well as pricing per ticket.

What happens after I’ve filled in my information?

Our customer support team staff will get in touch to discuss booking fees and the services we can provide to promote your event. Once all agreed and confirmed, we will set up the event listing account with your event information, ticket information and seating plan. We’ll keep you informed throughout this process.

We‘ve agreed on booking fees; how do I make my event ’live’?

Once booking fees are agreed, we will activate your account in our system after inputting the details you’ve given us. We’ll provide you with user login details so you can see your dashboard. However, there’ll be some blocked features on this as we want to ensure that no changes are made that can affect the sale process.

What if I have more than one event planned?

Your active account can list more than one event, though there will be a separate listing for each event and seating allocation. Please contact our customer support staff who will help you add more events to your account.

I have a special seating plan and seat prices vary, can you help?

Our system is designed to help you set almost all types of seating arrangement. You just need to provide your venue seating layout and inform us about different pricing brackets. Then we can create a custom seating plan specific to your event and venue. You can choose from many seating options including rows, tables, booths or a mixed layout. We can also set different labels for different types of seating or parts of the venue.

What other information about my event do I need to give?

We may ask you for more information to make your listing as detailed as possible. This could include any age restrictions, dress codes, special requirements for disabled/carer tickets, parking information or anything else you want your buyer to know.

Do you have Facebook shop?

Yes, our Facebook shop lists and displays all the events shown on our website. Your buyer can use it to book event tickets directly. You can also use this platform to share and promote your event to your social network.

Can I sell merchandise alongside tickets?

Yes, you can link merchandise directly with your event listing for your buyer to purchase through our system. Whether it’s food, drinks, t-shirts or other promotional items, these can be incorporated within the ticket sales.

How do you deliver tickets to buyers?

An e-ticket with a unique QR code will be emailed to your buyer straight after purchase. They can also download the ticket on mobile devices to gain entry to the event.

What if we need a physical ticket to give to partners or sell as a package?

If you’re looking to include a physical ticket as part of a package deal, VIP promotion or bulk buy, we can help you issue physical tickets and arrange to post them to you. However, this will come at an additional cost. Please talk to our customer support staff to make arrangements.

Can you help us with event promotion?

Yes, simply tell our customer support team what your requirements are and we’ll help you promote your event through social channels like Facebook. We can also boost your event in terms of our own listings, and in some cases TV and print campaigns. We can set up promotional and discount codes, as well as create promotional campaigns to achieve maximum reach. However, this will come at an additional cost.

I have a non-ticket event where entry is free. Can you help with guest registration and promotion?

We have a guest list management service where guests can register for your free event. We will set up your account in a similar way to paid events and all guests will receive a unique QR code that can be scanned at entry. After the event, you can do a full guest list analysis and report. There will be a terms of service charge for these, so please contact our customer support team for more information.

Your active ticket listing

Which listing details can I edit after my event goes ‘live’?

While you can’t edit details, your account will allow you to track the sales process and generate a report that will help event promotion. Our data analysis features help with real-time reports of sales, promotions, customer habits and purchase history.

Can I increase or decrease the price of the tickets?

Yes, we can change the prices at any time, just talk to our customer support team.

I don’t want to sell tickets anymore – can I close the listing?

Yes, please call our team so we can help close the listing and stop ticket sales.

The event is cancelled or postponed, what do I do?

You must inform us as soon as possible so we can send an email to all buyers informing them of the change to their event. We have a refund policy that will automatically issue a refund to the buyer for the face value of the tickets. Booking fees are non-refundable, please read our terms and conditions.

Can we use your logo for our event promotion?

Our company logo can be downloaded from our website to be used on promotion leaflets, media and print announcements. These logos are available in different colour formats. However, as part of our piracy policy, our logos can only be used in relation to the sale of tickets listed on our website.

Entry management for the event

Can I use your ticket entry app to validate each ticket?

You can download our state-of-the-art entry app for ticket validation. It will scan the unique QR code on each ticket just once to avoid duplication and check attendance registration. This app can be downloaded from our website and is available for both iOS and Android phones.

Does the app need Internet access?

You’ll need Internet access to download the app. However, after download and login, it can be used both online and offline to validate tickets.

What are the main features of the ticket entry app?

The ticket entry app has several key features: online/offline operation, secure ticket scanning, guest list management, real-time entry reports and it facilitates wireless printers being linked to produce wristbands, badges or labels for customer identification and management.

Can you provide door staff?

Unfortunately, we can’t help you with door staff for entry. You’ll need to hire them separately for the date of the event and explain to them how to use our app. It’s easy to use, so this shouldn’t be too difficult.

After the event

What method do you use to pay us?

We can arrange payment via transfer to your bank once the event is over.

We can also connect your payment gateway, so that you receive face value of the ticket right away.

When we will receive our payment?

Payments are made within seven days of the event. You don’t need to send us an invoice as the process is automatic.

How to get after event report?

Simply log back into your account and see all the sales and payment data from the event.

General FAQs

What is entertainrr, and how do I arrange artist bookings with you?

entertainrr is a company dedicated to helping artists and event organisers connect with each other. Each of our artists has an individual profile to showcase his/her talent. Using our dynamic search function, organisers can find their perfect act and book them for their event. All payments, negotiations and contracts are managed through the site.

Why do I need to create an account to advertise my talent or book an artist?

You need to register an account so we can send any notifications or extra information about your account directly to you. You will also receive the latest news on upcoming events, offers and announcements.

Do I have to pay to create an account/profile?

No, it’s free to list an entry with us and only takes a few minutes.

Why am I having trouble logging in to my account?

Check you are using the correct email address and password. If you have forgotten your password, please click the corresponding button and we’ll send you a link to reset it.

My new password hasn’t arrived - what should I do?

The ‘reset password’ email may have been sent to your junk or spam folder. Check these folders in your mailbox first, then contact customer support if it hasn’t been received.

How do I make a complaint?

Please contact us directly using our enquiry form. Mark the subject as ‘complaint’ and we’ll do our best to deal with your query as quickly as possible. However, as we may need input from the event organiser, complaints may take up to 28 days to resolve.

I want to showcase my talent

I‘m a manager or agency, can I set up a profile on my client’s behalf?

Of course, simply fill in the relevant details and this will be set up on our system.

What should I include in my profile?

Provide as much information about yourself, your act and your experience as possible. This is your chance to impress event organisers and attract bookings. Write an engaging profile, add videos, photos and any relevant social links to attract interest. Be sure to include any relevant performance or travel-related information.

What is a price package?

A price package outlines what your event organiser will receive for a specific price. Use discounts and competitive pricing structures to stay ahead of the curve.

What if I don’t get any bookings?

Talk to our team and they’ll advise you on ways to improve your profile and attract more listings.

Is your payment system secure?

Yes. Our easy-to-use, secure platform means you can make or receive payments instantly. It supports payments from all major credit and debit cards and has multiple payment options.

Will I be charged for using entertainrr?

No, artists will receive the full, agreed price directly from the event organiser. The event organiser will be charged a 10% administration fee to cover processing the booking and use of our platform.

I want to book artists

How do I find an artist for my event?

Use our intuitive search bar and find artists based on location and category. Simply click the ‘book now’ button to send a request.

What details should I include in my listing?

Provide all the information artists need to know to make a decision. This should include event type, location, date, time, venue, budget and anything else you think might be relevant.

What happens after we’ve negotiated terms?

Sign the digital contract and terms of booking, then make payment through our platform. Our secure gateway supports payments from all major credit and debit cards and has multiple payment options.

Can anyone help me if I run into problems?

Technical support is available through email and call-back request. Telephone support is available during office hours (Mon-Fri, 9:30am to 5:30pm).

How much do you charge?

entertainrr charges the event organiser a 10% administration fee to cover processing bookings and use of our platform. This fee is non-refundable, even if the event is cancelled, as the work it relates to will have already taken place.

General FAQs

What is entertainrr, and how can it help me with sponsorships?

entertainrr is an intuitive and holistic events management platform. It brings sponsors and event organisers together using a unique range of features.

Why are sponsorships so important?

Sponsorships are vital for both event organisers and sponsors themselves, as they increase brand awareness, allow access to new markets and create the best event possible.

Why do I need to create an account when arranging sponsorships?

You need to register an account so we can send any notifications or extra information directly to you. You will also receive the latest news on upcoming events, offers and announcements.

Do I need to pay to create an account?

No, it’s free to list an entry with us and only takes a few minutes.

Why am I having trouble logging into my account?

Check that you are using the correct email address and password. If you have forgotten your password, please click the corresponding button and we will send you a link to reset it.

My new password hasn’t arrived - what should I do?

The ‘reset password’ email may have been sent to your junk or spam folder. Check these folders in your mailbox first, then contact customer support if it hasn’t been received.

How do I make a complaint?

Please contact us directly using our enquiry form. Mark the subject as ‘complaint’ and we’ll do our best to deal with your query as quickly as possible. However, as we may need input from the event organiser, complaints may take up to 28 days to resolve.

I want to sponsor an event

How do I find events I’ll be interested in?

Use our intuitive search function to find events to support. Search by different categories such as target audience, event size, location or event type.

What is a sponsorship package?

An event organiser will create different packages to attract interest. These will include cost, level of involvement and the benefits of collaborating with them.

Can I get a copy of a contract?

All our contracts are digital and stored within the platform. You can access these contracts via your account history.

Is your payment system secure?

Yes, our secure gateway supports payment from all major debit and credit cards and has multiple payment options.

What are entertainrr’s fees?

The sponsor will be charged a 10% booking fee to cover entertainrr processing bookings and use of our platform. This is non-refundable, even if the event is cancelled, as the work it relates to will have already taken place.

I’m looking for an event sponsor

What information should I provide in my sponsorship listing?

Provide as much information as you can about your event (audience, size, location etc). You may receive a call from our customer service team to determine your requirements.

What is a sponsorship package?

A sponsorship package is what will attract a sponsor to your event. Create different package grades (bronze, silver and gold) and detail any offerings you want to give brands. Make sure to include prices at this stage.

Is your payment system secure?

Yes, our secure gateway supports payment from all major debit and credit cards and has multiple payment options.

Do I need to pay entertainrr?

Administration and booking fees are taken from the sponsor. Event organisers do not pay entertainrr for its sponsorship services.