Customer Service FAQs
If the information you require is not in our Frequently Asked Questions please contact us
Technical
1. What browser do I need to use to order tickets online?

We optimize our site for the most recent versions of Internet Explorer, Safari, Firefox and Google Chrome. Using unsupported browsers or older browser versions, or disabling browser features, such as Javascript, cookies and SSL, may reduce site functionality or performance.

AOL users may need to exercise additional patience when ordering tickets online--AOL's Internet system is not always compatible with online electronic commerce. That causes slow connections to the search pages. Web accelerators should be turned off before ordering tickets online. Otherwise you may end up buying more than you bargained for. We also recommend extreme caution when using a mouse with a scroll wheel. If you experience browser problems, please contact us. Be sure to tell us what browser (and version number) you are using, a description of the problem, and the page on which the problem occured.

2. Does my web browser need to support cookies?

Yes. My MetroTix uses cookies to personalize the site to your specifications and to power our shopping cart technology. Our cookies simply hold information on your preferences and purchases and cannot harm your computer.

3. I keep clicking the buttons, but nothing happens. Why not?

That's hard to say. Most of the time, simply closing everything down and restarting the computer will take care of the problem.

My Metrotix
4. How do I unsubscribe from My MetroTix?

Each email we send has links for unsubscribing from our mailing list and for completely opting out of receiving email from us. Please note that if you opt out, we will be unable to notify you by email if a show is cancelled or postponed.

Finding Events
5. Why is there no information on the show I'm looking for?

There are several reasons this event might not be on our site. First, it may be at a venue for which we do not sell. You might check with other ticketing services to see if they have a listing. Second, it may not have been announced yet. Show are often posted online on band websites before they have been confirmed, so we will have no information on the performance. A good course of action is to contact whoever you heard the info from--the web site, the radio station, the newspaper, etc. If the show is confirmed, info will be posted on our site as soon as it's available. And finally, make sure you are spelling it right in your search! While we try to anticipate common misspellings when optimizing our search feature, "Motley Crew" may not find a match while "Motley Crue" will. When in doubt, just use a small part of the name--in this case, searching for "motley" or even just "mot" will ensure a successful search.

6. Why can I only see event information for a Springfield performance when I want to see the event in St. Louis?

The show you want to see may not be confirmed and announced yet, or may be sold through a different ticketing company.

Event Pricing
7. How are ticket prices and fees established?

Prices charged on MetroTix.com are determined by several factors:

  • Face Value of a Ticket: The face value of a ticket is determined by the promoter, venue, team or artist. MetroTix does not determine the face value of tickets.

  • Convenience Fee: This fee covers costs that allow MetroTix to offer our ticket purchasers a convenient and safe 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.

  • 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 MetroTix.com and the MetroTix Call Center. This fee may vary depending upon our local agreements with venues, promoters, teams, artists and outlet partners.

  • 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. MetroTix recommends that you carefully review the delivery fees in the delivery method section of the purchase process before selecting these options.

8. 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.

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

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

Purchasing
10. I want to purchase tickets, but I don't want to pay the service charge. Is that possible?

Sometimes--it depends on the venue. Tickets purchased at the box office of the venue often are free of service charges. You will have to physically go to the box office, however. If your event is at a venue that does not have a regular box office, you may only be able to avoid the service charge by buying tickets on the night of the show at the door, in which case you may be paying a higher "day of show" ticket price. You may also find upon arrival that the show is sold out. The best way to find out box office information for your specific event is to call our call center at 314-534-1111 or 1-800-293-5949 and speak to an operator. They can determine for you that specific venue's box office policies.

11. May I call the charge-by-phone number just to get show information?

Yes! A large percentage of calls to our call center are for informational purposes only. We also have a 24-hour recording of event listings that can be accessed through the charge-by-phone numbers without even speaking to an operator.

12. Why can't I get through on the phone line?

MetroTix has a finite number of Ticket Service Representatives in our Call Center. On 'hot show days' you may experience a delay as our Ticket Service Representatives are in such high demand. You have access to purchase tickets online, and the website has access to the same tickets as those sold over the telephone or through the outlets.

13. Do I get better tickets by buying online or by phone or should I line up at an outlet?

All MetroTix points of sale have the same access to tickets. Thus, you are always going to receive the best ticket available at the time of your purchase, no matter whether you purchase it online, by phone or at an outlet.

14. There are better seats available now than when I purchased my tickets. Why didn't I get the best available seating?

This is a function of how online ticketing systems work...if you ordered online, you got the best seating that was available at the time of your purchase. When you enter the number of tickets you wish to purchase, the website will find the best available seats and will hold those tickets for you for a set period of time, to allow you to purchase them. If you do not complete your transaction, those seats will be returned to the pool of available tickets. It's possible that someone was in the process of purchasing the better seats, but their transaction was not completed, so those tickets are once again available.

15. What forms of payment do you accept?

MetroTix charge-by-phone and MetroTix.com both accept Mastercard, Visa, Discover and American Express. Our outlets determine for themselves what forms of payment they will accept. Please see our outlet listings for a complete listing of payment forms accepted at each outlet.

16. Is it safe to use my credit card online?

Yes. Your MetroTix transaction is processed over a secure server, and all information you provide to MetroTix.com is transmitted using SSL (Secure Socket Layer) encryption. SSL is a proven coding system that lets your browser automatically encrypt, or scramble, data before you send it to us. And we never store your credit card information on our internet server. For more information, see our security page.

17. How do I purchase wheelchair seating online?

Wheelchair seating can not be purchased online. Check the venue information for the event you wish to see regarding details on Special Facilities. This will also provide the phone number for purchasing Wheelchair seating.

18. What is Obstructed View?

With an obstructed / restricted view seat, your view may vary from being partly to completely obstructed depending on the venue and the act. 0 - 100% obstruction may occur.

19. The tickets that the computer is offering me don't look like they're together. Can't I get seats that are together?

The computer will always select seats that are adjacent (side by side) in an event which has assigned seating--it is unable to select non-consecutive seats. Some of our venues, however, have sections that do not have consecutive numbering. In the Fox Theatre, for instance, the left half of the house is numbered with odd numbers and the right half with even numbers, making seats 102, 104 and 106 side by side. So, no matter what seat numbers you may have, you can be sure that if you ordered them online, they are next to each other!

20. Can I select specific seats when booking online?

Not at this time. The tickets currently allocated to you are selected on a next best available basis. Those wishing to be more selective in their seating should order their tickets at the box office or by phone through MetroTix at 314.534.1111 or 800.293.5949.

21. Why is there not more detail with online maps for each event?

The maps provided online are intended as a general guide, as seating at a venue can differ from show to show.

22. Can I make multiple purchases in one transaction?

Yes, but since your tickets are only held for a set time from the time you select them, you should proceed with your transaction as quickly as possible. During high volume onsales, the shopping cart functionality may be temporarily suspended, and only one purchase at a time will be possible.

23. Why do I only have a certain amount of time to complete my purchase?

A. Because the tickets you select online are reserved for you while you make your purchase and cannot be accessed by anyone else, we limit the time available for the completion of your ticket purchase. At the end of this time, if the tickets have not been purchased, they are returned to the general pool of available tickets so that others may have a chance to purchase them. Hot Shows can sell out very quickly, and we reserve the right to reduce the time limit if demand is high. Through this website you have access to the same tickets as our call center and outlets.

24. I'm getting a message that my transaction has not gone through and I should contact my credit card issuer. Why?

If your credit card is declined for any reason, we notify you to contact your credit card issuer. Your card issuer does not tell us the reason your card has been declined. Because tickets are not purchased until the credit card is charged and we are unable to hold tickets, you may lose your reservation if your credit card is rejected for any reason. Please double check to make sure your credit card information is correct before submitting your order.

Delivery
25. If I order tickets online, how will I receive them? Can I have them FedEx'd?

There are three delivery options for online purchases, though not all three are available for all events:
1. Mail - Tickets are usually printed on the day of the order, and are mailed the next mailing day. All tickets are mailed through the US Postal Service at the first class rate, and are often delivered within four days of ordering, though occasionally they can take up to ten business days to reach you. We regret that we are unable to mail tickets by any other means at this time.
2. Will Call - Your tickets will be held for pickup at the venue on the day or night of the show. Tickets are generally available 30 to 60 minutes before showtime, and must be picked up by the person whose name appears on the credit card used in the purchase. The credit card used for the transaction and a photo ID will be required to pick up the tickets. Please note that for FOX THEATRE EVENTS ONLY, tickets are available for pickup at the Fox Box Office 24 hours after the purchase.
3. Print at Home - Our newest and most convenient delivery option is available for some events. Your tickets are emailed to you in Adobe's PDF format. You'll need the free Adobe Acrobat reader to print the tickets (on standard, white, letter-sized paper).

26. Why do you state it takes 7 - 10 working days to mail tickets?

MetroTix handles thousands of ticket purchases daily. On days where several events go on sale at once, this puts an extra workload on our mailing department. Postal holidays can also cause delays in delivery. While you will normally receive your tickets within a few days of booking, we ask that you allow 7 - 10 working days for delivery.

After The Purchase
27. I've lost my tickets / My tickets were stolen / I left my tickets on the radiator and they turned black! What can I do?

It depends on how you purchased them. You will need to call our charge-by-phone number and explain to the operator what happened to the tickets. If you purchased your tickets by phone or by internet, we have a traceable record of your credit card transaction, and can usually issue a duplicate pass for your seats. This pass, which must be in your name, will be available no sooner than one hour before the show, and will override the actual tickets, should someone appear with them. Please be aware that some venues will not allow duplicate passes for General Admission events. If you bought your tickets at an outlet, your options are more limited. We make no guarantees, but can sometimes trace your transaction, depending on how much information you can give us. We will need to know as much of the following as possible: event name and date, seating location, where tickets were purchased, when they were purchased (day and approximate time) and type of payment used. It is a good practice to keep this information in a safe place away from your tickets. You might even consider photocopying them. And keep in mind, our tickets are printed on heat-sensitive ticket stock, so tickets exposed to high temperatures may turn black. Please do not leave your tickets in a hot car or on a radiator or stove, and do not iron them.

28. 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 MetroTix, you may receive a face-value refund 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. MetroTix 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 MetroTix that will process refunds for those tickets sold through our Internet site and call center.

29. You haven't answered my question yet.

If we haven't answered your question, please contact us and we will respond to you personally.

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