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Frequently Asked Questions

Click on a question to see the answer.

I haven’t been sent or can’t find my e-ticket.

On hotmail and outlook check 'Other' for a email with the subject line 'Ticket Wallet updated'. Occasionally emails can go there.
Please check your spam or "junk" folder on your email.
Please ensure you have given us the correct email address by logging into your account on the platform and that you have verified this email address.
Finally, login your account, click the My tickets section. Here you can click 'Send to Email' to send another copy of your Ticket Wallet.

How do I get refund to an event?

Citizen Ticket uses a specialised refund resolution service. You can do this here.

How do I access my account?

If you have an account you can login here. If that does not work then you can reset your password on the same page. If you don''t have an account, you can create one here.

I deleted my account, and now I cannot access it

If you deleted it within the last 7 days, please login once, and then login twice to confirm reactivation of your account. If it has been over 7 days, then we cannot recover your account. Please create a new account here.

How do I reset my password?

You can reset your password here. After entering your email address and clicking forgot password, check your email inbox and follow the link in the email your just received from us. Enter your new password twice and click Save.

Can I talk to somebody about marketing my event?

Contact marketing@citizenticket.co.uk and we''ll be happy to help!

The checkout times out in less than 10 minutes

Please check the clock on your computer or device is correct.

How do I unsubscribe from your mailing list?

A link to unsubscribe is provided at the bottom of every email we send you. You can also access your mailing preferences from your account page.

How do I delete or download the data you hold on me?

You can delete and download your data from the account settings area of your account.

I am struggling to get my transaction through.

Please ensure you have input your billing address correctly and your card details are correct including the card type, expiry and CVC security code (this is the 3 digit code on the back of the card).
If you are having trouble please try clearing your browser cookies, or open a private browsing window, and try again.
After this if you are still having trouble then please get in touch (info@citizenticket.co.uk) and we can investigate further.

I want to transfer my ticket to a friend or family member.

Navigate to your ticket wallet, locate the ticket and click the transfer button. Follow the instructions on the following page. Tickets are transferable at the organisers discretion.

I want to sell my ticket on.

See above if you would like to transfer your ticket to someone you know.
If you would like to safely and ethically like to sell your ticket on we recommend using Twickets or TicketSwap.
Please steer clear the likes of Viagogo and other unethical resale platforms and be aware of ticket touts operating.

Can children come? Is there disabled access at this event? & other event related questions.

I want to speak to an actual human.

No problem, we love hearing from our customers. Please fill in our contact us form and choose ‘Telephone’ as the reply method, and we will be in touch soon for a chat.

I’m an organiser and would like help with my event

Of course! For general queries please contact info@citizenticket.co.uk, or if you’d like help with marketing please contact marketing@citizenticket.co.uk.