TicketsWest - Frequently Asked Questions

This fee covers costs that allow TicketsWest to offer our ticket purchasers a convenient, safe and straightforward ticket-buying process while providing promoters, venues, teams and artists with the highest levels of accountability and tracking. In order to offset the cost of these services, certain convenience fees are applied to our transactions. These fees vary from event to event and are based on terms that have been agreed upon with the venues, promoters, teams or artists. In some cases, tickets may be purchased at the venue box office without additional convenience fees, however many individuals prefer to utilize our services in order to save time and to secure better seats in advance of an event. Tickets are available in many neighborhoods via local ticket outlet locations, our 24/7 Call Center and TicketsWest.com. Tickets can be purchased through at least one distribution channel virtually 24 hours a day.

Variations in Convenience Fees:

Convenience fees may vary depending upon where you purchase the tickets. There is typically no convenience charge when you drive to a box office to purchase tickets, although some venues do not operate box offices on a daily basis for event purchases. A convenience fee is applied when you purchase from TicketsWest.com, the TicketsWest Call Center or a TicketsWest outlet, and this fee may vary depending upon our local agreements with venues, promoters, teams, artists and outlet partners.

Facility and Parking Fees:

The purpose of these fees vary from venue to venue. Not all venues charge a facility or parking fee, however those that do are responsible for the determination of these fees. TicketsWest remits facility and parking fees to the venue.

Order Processing Fee:

The order processing fee covers the cost to fulfill ticket requests when tickets are purchased online or by phone. This fee includes services, such as processing and maintaining orders on our secure ticketing systems, arranging for shipping and/or coordinating with the box office will call. It is applied to an entire order. Order processing fees are determined by TicketsWest in coordination with the promoter, venue, team or artist.

Taxes:

City, state, and local taxes are typically included in the face value of the ticket.

Delivery Fee:

A variety of delivery options are available for most events. Delivery fees will be displayed during the purchase process at the point where you select the shipping method. TicketsWest recommends that you carefully review the delivery fees in the delivery method section of the purchase process before selecting these options.

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What if the event that I purchased tickets to is postponed, moved or cancelled?

Occasionally, events are cancelled by the promoter, team, artist or venue. Should this occur, and if you purchased your ticket(s) from TicketsWest, you may receive a refund or exchange for that event.

Postponements and venue changes are not typically cause for refunds. In the event of a postponement or venue change, the promoter, team, artist or venue will determine the event-specific policy.

The decision of whether or not to allow refunds is made by the venue or promoter. TicketsWest assumes no responsibility for making any such decision, and will have no responsibility to issue refunds. However, if a refund is issued, then it will be TicketsWest that will process refunds for those tickets sold through our Internet sites, call centers and ticket outlets.

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Are tickets cheaper at the box office?

In some cases, tickets may be purchased at the venue box office without additional convenience fees, however many individuals prefer to utilize our services in order to save time and to secure better seats in advance of an event.

Not all venues have box offices and the hours for those that do will vary. In some cases box offices are open only on the day of an event. Please keep in mind that tickets for some events are more expensive when purchased on the day of the event.

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What about third party resellers, ticket brokers, scalpers and secondary market/resale websites?

TicketsWest does not guarantee the authenticity of tickets purchased from any third party reseller (such as brokers or individuals).

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ScanTix^® Print at Home Questions and Answers

See below for answers to some frequently asked questions regarding ScanTix^® Print at Home. Click on each question to be directed to the appropriate answers.

What areScanTix^® Print at Home Tickets?
Are there benefits to choosing ScanTix^®?
Are my ScanTix^® tickets delivered to me by e-mail from TicketsWest?
Do I need any special hardware or software to use ScanTix^®?
Will this ticket be accepted as a valid ticket at the door or gate?
What if I print more than one copy of my ticket or a photocopy is made?
What if I cannot print my tickets, or portions of my ticket do not seem to be printing completely?
What if my tickets do not open?
What will TicketsWest send me if I purchase ScanTix^® Print at Home tickets?
What if my tickets are stolen?
I lost the PDF file and/or the original e-mail from TicketsWest that contained the PDF file. How do I get another PDF and/or e-mail sent?
Why isn't ScanTix^® available for all events?

What are ScanTix^® Print at Home Tickets?

TicketsWest Scantix^® Print at Home allows you to receive purchased tickets via e-mail after your credit card payment has been processed. Your e-mail will contain a PDF attachment of all tickets ordered. Open the PDF attachment, print the file and bring it to the appropriate venue. You will need Adobe Acrobat Reader to view and print your tickets. It's fast, simple and convenient! Here's how it works:

1. Select. Choose “Print ticket at Home” as your delivery method.

2. Purchase. Proceed through the purchase process. Be sure to enter a VALID e-mail address.

3. Receive and Print. Tickets will be delivered to the e-mail address that you provided during the purchase process. You may print the tickets immediately upon receipt or you may save your tickets to your computer by clicking on File on the menu then choosing the “Save a Copy” option. You now have your ticket stored. Print them at your convenience. All you need is Adobe Acrobat Reader 4.0. or higher (free).

4. At the venue, your tickets will be scanned at the gate for entry into the event. Enjoy the Event!

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Are there benefits to choosing ScanTix^®?

Yes! Convenience.

1. You get your tickets right away, without waiting in will call lines or for mail delivery.

2. You print them out anytime. No more worrying about misplacing your tickets!

3. You can forward them to others attending the event so they can print their own tickets and meet you at your seats.

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What type of file is sent for ScanTix^® Print at Home tickets?

Your ScanTix^® tickets will arrive as an attached Portable Document Format (PDF) File. You will need Adobe Acrobat Reader 4.0 or higher (free).

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Do I need any special hardware or software to use ScanTix^®?

You probably already have everything you need. All you need are:

1. Printer - Any ink-jet or laser printer (color or black & white) with a resolution of 300 dpi or more is able to print ScanTix^® tickets. Use 8.5" x 11" size plain white paper for best results (if you're unsure of your printer's resolution/dpi, check the printer manual).

2. Adobe Acrobat Reader 4.0 or higher. If you do not have it, download it now for free.

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Will this ticket be accepted as a valid ticket at the door or gate?

Yes!

The ticket that is printed through your printer is a valid, legitimate ticket. Make sure you keep it in a safe place like you would cash, and protect it just like you would any other ticket!

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What if I print more than one copy of my ticket or a photocopy is made?

Only the first scan of the barcode on your ticket will be allowed entry.

Make sure you keep the printed ticket in a safe place like you would cash, and protect it just like you would any other ticket! If more than one copy were to arrive, the barcode scanner will alert the gate attendant that the ticket has already been scanned. If there is a dispute, TicketsWest’s ScanTix^® technology will allow event personnel the ability to verify purchase and ensure that the appropriate party is allowed entry.

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What if I cannot print my tickets, or portions of my ticket do not seem to be printing completely?

Please refer to the answers below:

• Check to make sure that you have Adobe Reader 4.0 or higher. (Adobe Acrobat Reader is a free product, click here to download Adobe Acrobat.

• Make sure your printer is on and the cables are connected to your computer.

• Make sure your computer has enough memory available; try closing any unnecessary programs.

Try this:

• Open the .pdf file in Adobe Acrobat Reader.

• Select "File," then "Print" from the top menu.

If this does not resolve your issue, please click HERE for Adobe Acrobat support regarding printing.

• Still unable to print? Please e-mail TicketsWest or speak with a TicketsWest associate at 800-325-SEAT (7328) for help.

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What if my tickets do not open?

Please click HERE for Adobe Acrobat support regarding Acrobat set-up.

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What will TicketsWest send me if I purchase ScanTix^® Print at Home tickets?

You will receive two e-mails upon purchase if you selected Print at Home Scantix®. One is a confirmation of purchase and the other will contain your ticket attachment. E-mail delivery is fast and convenient, however, from time to time, e-mails do not reach their intended destination.

• We suggest that you check any junk mail or spam guard settings that you may have on your e-mail Inbox, and alter them accordingly. These filters have been known to impede delivery of TicketsWest.com confirmations. Additionally, you may want to add our e-mail address, SysAdmin@TicketsWest.com, to your list of trusted addresses.

• If you have not located your ScanTix^® e-mail, contact us so we can help you with your order. Please have your order number available so that you may provide it when contacting us.

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What if my ScanTix^® tickets are stolen?

It is important to protect your tickets and store them in a secure location.

• In the event however that your tickets are stolen, please e-mail TicketsWest or speak with a TicketsWest associate at 800-325-SEAT (7328) and we will help you with your order.

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I lost the PDF file and/or the original e-mail from TicketsWest that contained the PDF file. How do I get another PDF and/or e-mail sent?

Log into your account on TicketsWest.com. After signing in, go to the "Re-Issue Ticket" link. After your tickets are displayed, check the appropriate box to have your tickets re-issued. You will receive an e-mail from TicketsWest soon thereafter. NOTE: The original bar code on the first PDF file printed will become invalid. Be sure to present the correct Scantix^® Print at Home tickets at the door.

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Why isn't ScanTix^® available for all events?

Only venues with the appropriate scanning equipment can offer ScanTix^®.

TicketsWest and our partner venues are constantly working to bring you the latest in technology. We are working on increasing venue and event participation. ScanTix^® availability continues to increase on a daily basis.

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