Frequently Asked Questions
What is viagogo?
viagogo is a global online marketplace for live sport, music and entertainment tickets. Whether a cup final, your favourite band or a destination festival, viagogo connects ticket buyers with ticket sellers around the globe.
viagogo aims to provide buyers with the widest possible choice of tickets to events, and enables sellers to reach a global audience. Once buyer and seller have entered into a transaction, viagogo ensures everything goes smoothly. See our Terms and Conditions for more information.
How do customers contact viagogo?
viagogo provides online help and customer service by email. Customers can contact us via email using the Help Centre on our website or by emailing us directly to customerservice@orders.viagogo.com. If the enquiry is urgent, we’ll call the customer to discuss it. Alternatively, customers can also call us on our customer support helpline 020 3137 6080.
Why are some tickets listed for more than face value?
viagogo is a marketplace. Ticket sellers on the marketplace set their own prices, which may be above or below the original face value. Where demand is high and tickets are limited, prices increase.
Why are tickets in the same section for the same event offered at different prices?
viagogo is a marketplace. There may be multiple ticket sellers for an event and ticket sellers on the marketplace set their own prices. Customers will often find multiple sets of tickets for the same section at different prices. Ticket sellers compete to offer the best price to customers.
What happens if an event is cancelled or postponed?
If an event is cancelled, all ticket buyers will receive a full refund, including shipping costs. In some cases, we may ask customers to return their tickets to the original ticket seller.
If an event is postponed, we follow the policy set out by the event organiser. Tickets are usually valid for the new date.
What happens if a customer does not get in to the venue?
If a customer has any problems with their tickets, we urge them to contact us immediately on our event day hotline. We are often able to find replacement tickets right away, and in the rare instances we are not able to, customers receive a full refund.
The event organiser has said that tickets purchased on viagogo will not be valid for entry, how can customers be sure they will get into the event?
The tickets sold on viagogo’s platform are genuine tickets that have been sold on by the original ticket purchaser in good faith. Event organisers sometimes make claims that they will deny entry to people who have purchased resold tickets. These types of entry restrictions are highly unfair and in our view, unenforceable and illegal. Thankfully these situations are rare, and all orders are backed by the viagogo guarantee.