+ Do I need to create an account to purchase tickets with KeysTix?
No, we don’t require customers to create an account with us to purchase tickets.
+ What is Will Call?
Will Call tickets will be held at the event box office in the cardholder's name. Generally these tickets can be picked up one hour before the show. Please be sure to bring your confirmation (order) number, a photo ID and the credit card used at the time of sale. These items will be used to find your order and verify your identity before you are given the tickets.
+ I did not receive a confirmation email for my order!
Confirmation emails are sent immediately upon completion of the transaction. If you have spam blocking or require senders to seek approval, you may not receive it. Please check the spam or junk mail folders before contacting KeysTix. The confirmation email will be sent from confirmation@etix.com.
To Resend Confirmation Email:
Ticket purchasers now have the ability to resend their purchase confirmation to their email. Purchasers will access this feature by clicking on https://www.etix.com/ticket/resend.
- A. Enter the email address used in the initial purchase process.
- B. Enter the last four digits of the credit card used during the process.
- C. Click on Find Order.
A list of orders matching the above credentials will populate. Choose to Resend Email for the specific event needed.
Once you click Resend Email, a confirmation Sent! will appear. Please check your email to ensure proper delivery.
+ Do I need to take any action if my event has been canceled or postponed?
Many events have been canceled due to various government mandates as a result of the Coronavirus Pandemic. If your event has been canceled you will receive a notice via email regarding that event with instructions on how to receive your refund. Due to high volumes, you should expect to see your refund within 20 business days (4 weeks).
Keystix will email all online customers as soon as we have been notified by the venue\promoter of an event postponement or rescheduling. This email will usually contain information regarding the new date (if available) and the refund options available to you.
If an event is canceled and not rescheduled, upon formal notification from the event promoter, we will email all online.
All ticketed events are scheduled to take place regardless of weather conditions. Sometimes weather or other outside considerations make the performance impossible to complete. In such instances, the event venue or the event promoter is charged with making the final determination of cancellation and refund availability. KeysTix will automatically issue refunds ONLY if an event is canceled in its entirety. Refunds for rescheduled shows will be provided only with the venue or promoter's consent.
Never discard hard tickets for canceled\postponed\rescheduled events as their return is often required to get a refund when an event has been rescheduled.
+ Why do you charge convenience fees?
Convenience fees are often added for the ease of purchasing tickets remotely (either online or by phone). KeysTix makes every effort to keep these fees as low as possible so that the consumer does not pay more than is absolutely necessary.
+ Why do I get an error message that says my credit card cannot be processed when I try to purchase tickets?
The name entered under the billing information must exactly match the name on your credit card as should the billing address, including the zip code. The credit card number should be entered without spaces or dashes.
+ Why is there still a pending charge on my account even though my purchase did not successfully complete?
When a transaction fails on our site, we send the card issuer an automatic reversal for any charges that may be pending. At that point it’s up to the financial institution to issue the money back to your card—on average it takes 6-10 business days. KeysTix is not holding those funds. For more information please contact your card issuer.
+ Why are there tickets available now, when there weren't any when I checked previously?
Only the promoter\venue determines how many tickets will be held, sold or released for public sale. If a performance is listed as "Sold Out" or "Unavailable," you may want to check the site periodically to see if tickets have been released.
+ Why are there no tickets available for an event that just went onsale?
Just like you, thousands of other customers may be trying to purchase tickets. During a very popular on-sale, it is possible to receive a message that says seats are currently unavailable. If a customer begins the purchase process and decides not to continue, their seats are released back for sale.
+ What does it mean when the website says tickets are Sold Out?
When tickets are sold out, there are no tickets remaining for the event through KeysTix. In some instances, tickets may still be available through the venue box office. You should contact the box office directly to inquire about any remaining tickets.
+ What does the message: One or more of your tickets has restrictions mean?
This means that to complete your transaction you will need to enter the passcode supplied to you as part of a promotion offering discounted tickets. Passcodes are case sensitive. KeysTix is unable to assist ticket buyers in obtaining passcodes.
+ Why are there better seats available after I've already completed my purchase?
When a customer begins the purchase process their seats are pulled out of the available inventory until they purchase them. If someone has held seats before you began your transaction, but later decides not to buy them, they are released back for sale. This is a common occurrence, especially during the on-sale of a popular event.
+ I don't have a printer. Can I still use your site?
Yes. Many events offer delivery methods other than Print at Home. Even if Print at Home is the only option, you can still order tickets online and forward the purchase confirmation email to anyone with a computer and working printer, and they will be able to print your tickets.
+ I don't have a credit card. Can I still use your site?
Tickets must be purchased with a major credit or debit card.
Please be aware that pre-paid cards may not work. All credit cards must be linked with a billing address in order to be processed through KeysTix.
+ Using Apple Wallet to Store Tickets
Ticket purchasers on an iPhone can now save their purchased tickets to their Apple Wallet passbook to be scanned later.
- Icon displays on each ticket within the order. Each ticket must be saved to the wallet individually.
- Apple Wallet addition option does not display on horizontal/landscape view of mobile ticket.
+ Can I replace lost or stolen tickets?
If you have lost hard tickets that you received in the mail and you cannot find your tickets within 48 hours of the event please contact our customer support team.
If you have lost your Print at Home tickets, you can reprint them using the instructions found in your initial confirmation email.
