Q: I received an error when trying to access the payments platform. The money was taken from my bank account, but I did not receive any confirmation or ticket. What should I do next?
A: Right now our team is verifying all the transactions that did not receive any confirmation. We are currently trying to unblock the transactions that were previously blocked, but in order to verify them, we kindly ask you to send us some details on the following e-mail: [email protected]. The details that we need in order to verify your transaction are: Name and Surname (of the registered person), Telephone Number (that you used when you registered), the registered E-mail Address (if it differs from the current one), the last 4 digits from the credit card that you used for your payment (in order to verify the exact transaction). Our team will verify the status of your transaction and will come back to you with an answer as soon as possible.
Q: During the purchase, I received an error saying “transaction expired”, although the order was finished.
A: If you received the “transaction expired” error, it means that the transaction did not complete successfully. The code that you received on your e-mail remains valid and you will be able to use it for further purchases when the next series of tickets will be put up for sale.
Q: If the money has been withdrawn from my bank account, but the transaction shows the “pending” status, what should I do?
A: If the money has been withdrawn from your bank account, but the transaction still shows “pending” please send us on the e-mail address: [email protected] the following details: Name and Surname (of the registered person), Telephone Number (that you used when you registered), the registered E-mail Address (if it differs from the current one), first 4 and the last 4 digits from the credit card that you used for your payment (in order to verify the exact transaction). If the data you provide indicates that the transaction was fully completed, we will cash the money and in maximum 48h you will receive the tickets.
Q: I have pre-registered on the website. What do I need to do next in order to buy tickets for Untold 2018?
A: If you pre-registered and you already received the confirmation e-mail, you need to be patient until we will sell a new series of tickets. You can find more details on the official website: www.untold.com
Q: I paid via bank transfer/MO and I did not receive any ticket yet. When will I receive them?
A: The payment through bank transfer/MO usually takes up to 48h to be processed, and after that, it will take another 48h for it to be processed by the bank. This is a process that we are unable to accelerate, but, as soon as the transaction will be complete and the payment confirmed, we will make sure that you will receive your tickets via e-mail.
Q: I bought a ticket with the "Risk Free" option. How do I return it?
R: If you opted for the "Risk Free" service, you can refund the ticket with up to 2 weeks (14 days) ahead of the festival by sending us an e-mail at: [email protected]