FAQ

Registration

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How can I change my email address?: To change your e-mail address log-in to our homepage or if you are already logged in click „my account“. Here you can change your e-mail address at „ change e-mail address“.
Why do I have to state an additional delivery address?: You do not have to state an additional address but you may save up to 5 delivery addresses in your account. These can be different from your billing address if for example you want to send tickets as a gift or you are not at home during the day and you want them delivered to your office address or your secondary residence.

You can save up to 5 delivery addresses with names (e.g. home, work....) and then choose the appropriate address for delivery.
I forgot my Password - what can I do about it?: If you have forgotten your password simply click „log in“ on our homepage and next to the log in area there appears the prompt „forgotten password?“ You then receive an e-mail at the designated e-mail address with instructions of what to do.

For data protection reasons oeticket does not send passwords via e-mail in this case you receive a code (link) with which you can reset or change your password.

Shopping Process

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Why do oeticket tickets have another price as is given on the official home page of the event?: oeticket is responsible for the reservation, booking and delivery or provision of advance sale tickets. Therefore we charge advance sale and delivery or provision fees. Very often the ticket price without any fees is given on the official home page of the event.
When tickets are ordered by automatic bank debit transfer why does it take 7 days after a successful transfer for delivery or pick up?: If incorrect information is given the bank can, according to bank statutes, re-call the amount transferred within 5 working days.
Why can tickets only be picked up in the designated oeticket centres?: The many sales outlets are licensees of the trade mark oeticket. Services (e.g. pick up of tickets ordered ) of the firm Ticket Express are only available in its own sales outlets.

Further information on pick up possibilities and a list of all oeticket centres can be found here.
Why can I not order by automatic bank debit transfer from abroad?: According to Austrian banking laws it is not possible to debit a foreign account automatically.
Why does oeticket not offer the possibility of pick up at the box office for all events?: Due to the multitude of events that oeticket offers it is for organisational and promoter specific reasons not possible for all events.
Why can’t I find the event of my choice in the category search?: Because of the merging of several systems it can happen in the first few months of the new platform that not all events are shown in the right categories. Therefore please always try the quick search or the detailed search without the use of category if you can’t find an event under category
Why can't I purchase Wheel Chair Tickets online?: For technical reasons it is not possible for us at the moment to activate the ordering of tickets for wheelchair places directly on the internet. Information on wheelchair places and their availability can only be obtained by phone under 01/96 0 96 (MON-FRI from 9 to 5 o’clock). Thank you for your understanding.
Why do I have to enter my passport number for certain events? How do I correctly enter my number?: Especially high-security soccer matches require indication of a passport number. It serves your own security and prevents accidental booking of the wrong fan sector.

In this case, please enter your 9-digit passport number as indicated in bold letters in the example (1 letter + 8 digits). Please pay attention to the following points:

- Always only use the complete number at the very bottom of your passport (left hand side, in angle brackets).

- You must only enter 1 letter + 8 digits, i.e., 9 characters. Do not enter special characters such as “<” or “>.”

- Coming after a special character, the 8th digit is visually separated from the other digits and can easily be overlooked. However, it is crucial that this digit be entered. Only complete codes can be directly verified online.

- ONLY passport numbers may be used for registration. Please do not use driving license or ID card numbers!

Payment, Pickup and Delivery Methods

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Why can't I choose "cash in advance" with some Events?: The „cash in advance“ option is not available when
· If you wish to buy tickets from abroad ( cash in advance is only available within Austria) or
· the event will take place in less than 3 weeks. ( Because tickets chosen for cash in advance can only be sent after the amount is booked to our account we can only guarantee that you receive your tickets in time within this period.)

If you have chosen tickets for more than one event in one order it can also happen that this option is not available. This results from the combination of events chosen.
I want to pay by credit card – where do I find the CVV / CVC verification code on my credit card? What is CVV/CVC?: These are the verification codes of the credit card known as Card Value Verification (CVV) or Card Verification Code (CVC). Both expressions mean the same, Visa uses the term CVV and Mastercard the term CVC. The verification code is an additional security feature that is required by oeticket when tickets are bought over the phone or the internet. This is to ensure that the person ordering has the card in his possession.

The verification code can be found on the rear of the credit card as a small number in the signature field. The CVC / CVV code is the last group of digits (the last three digits ) in the series.
Why are orders made by automatic debit transfer sent or respectively can be picked up only after 7 days?: When incorrect information is provided the bank is authorised , according to bank statutes, to withdraw the amount to be debited within 5 working days.
Why can tickets only be picked up in the designated oeticket centres?: The many sales outlets are licensees of the trade mark oeticket. Services (e.g. pick up of tickets ordered ) of the firm Ticket Express are only available in its own sales outlets.

Further information on pick up possibilities and a list of all oeticket centres can be found here.
Why can’t I order by debit transfer from abroad?: According to Austrian banking laws it is unfortunately not possible to automatically debit transfer from a foreign account.
Why doesn’t oeticket offer a box office pick up for all events?: Due to the numerous events that oeticket offers it is not possible to offer this service for all events for organisational and promoter specific reasons.

Questions AFTER a successful order

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I ordered my tickets a long time ago but have not received them yet. Where are my tickets?: oeticket is a ticket agent and is not responsible for delivery.
If the tickets were sent within Austria by regular mail we would ask you to contact us via email to order@oeticket.com or by telephone under +43 1 96096.

If the tickets were sent outside Austria by registered mail we would ask you to contact your local post office. Registered mail items should be available for 3 Mondays (if a working day) there. In case your tickets are not available there please contact us to order@oeticket.com or by telephone under +43 1 96096.

If it is a print@hometicket please address your question to order@oeticket.com.
A wrong amount was charged to my credit card account, how can that be?: Please send us a fax of your credit card bill that contains the wrong amount to the following fax number: +43 1 585 23 23, z.H. Customer Care, please also include your name and telephone number where you can be reached. We will check the billing and correct any incorrect amount.
I ordered tickets on the internet but have not yet received confirmation. Has my order been received?: It is possible that you do not receive a confirmation due to a wrong e-mail address or other reasons. In this case please contact us at order[at]oeticket.com . Please provide you complete name, the date of your order and which event. We will then inform you if your order was received or not.

Cancellations / Changes

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I have bought tickets for an event that has been cancelled. What do I have to do?: oeticket is not the promoter of the events on offer and is therefore not liable for the refund of ticket money. But we do our best to ensure the security of ticket money and therefore normally use the following procedures:

In the event of a cancellation the ticket price excluding all fees (e.g. delivery fees, service fees) will be refunded to the customer.

• The tickets were bought by phone, or from our home page www.oeticket.com or from the home page of one of our partners:

Payment made by credit card or debit transfer will automatically be refunded to the credit card/bank account.

Other methods of payment: Please inform us at order@oeticket.com or telephonically
at +43 96096 of your bank account number (bank code, account number) so we can transfer the amount to your account.

• The tickets were bought at one of our oeticket centres:

Please return the tickets to the respective oeticket centre, you will then receive the amount in cash or transferred to your account.

• The tickets were bought in a oeticket outlet (Trafik, Mediamarkt, or other outlets that sell our tickets). .

Please return the tickets where they were bought.
I have bought tickets to an event which has been postponed or relocated. I can not attend the event at the new time/ new location. What should I do?: In the event of postponement or relocation you can, of course, return the tickets. The ticket price excluding all fees ( e.g. delivery and service fees ) will be refunded.

• The tickets were bought by phone, or from our home page www.oeticket.com or from the home page of one of our partners:

Please return the tickets with an accompanying letter registered to the following address:

TicketExpress GmbH z.H. Customer Care
Heumühlgasse 11
A – 1040 Wien

Payment made by credit card or debit transfer will automatically be refunded to the credit card/bank account. By other methods of payment please inform us in the accompanying letter of your account number (bank code, account number) the amount will then be transferred to your account.

• The tickets were bought at one of our oeticket centres:

Please return the tickets to the respective oeticket centre, you will then receive the amount in cash or transferred to your account.

• The tickets were bought in a oeticket outlet (Trafik, Mediamarkt, or other outlets that sell our tickets).

Please return the tickets to the place where they were bought.
An event was cancelled/postponed/relocated and I was not informed. Why not?: oeticket is not obliged to inform the ticket owner about possible cancellations/postponements/relocations but we try to inform all customers as much as possible. In any case we accept no liability for transportation, hotel or any similar costs related to cancelled/postponed/relocated events.

Loss / Theft / Cancellation

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I have lost my tickets or they have been stolen. Can you help me?: Tickets are security papers – for which no replacement can be issued in case of loss or theft. If they are positively identifiable seat number tickets we can issue a seat confirmation which will allow admission to the event of your choice. In this case please contact us at order@oeticket.com or by telephone at +43 1 96096.

If they are standing room tickets or seats that can not be positively identified ( tickets were sold to customers without customer data ) we unfortunately can not issue a replacement.

If they are print@home tickets the original ticket will be cancelled for a fee of € 5.- and a new will be issued. The old ticket then becomes invalid and will not be accepted by the electronic admission control.

Print@Home
It is not possible for me to attend an event. Can I return the tickets?: All tickets sales are fixed orders without the possibility of cancellation. If there are serious reasons ( hospitalisation, death in the family etc. - with a medical certificate ) why you can not attend the event, it is possible under certain circumstances ( series events) to exchange for another date, if this is not possible the tickets can be returned and a goodwill cancellation will be given. In this case you will receive an oeticket voucher for the ticket price excluding any delivery or other fees. A return on the day of the event is not ,under no circumstances, possible.
What is oeticket carefree?: The advance sale for concerts and events frequently commences months before the event, and the tickets as a binding purchase tend to be anything but cheap – what if you fall ill or have an accident? oeticket carefree allows for carefree anticipation of the event of your choice. Whatever happens, your trouble will not be complicated by financial losses!

Upon payment of the respective fee, oeticket grants all customers a special withdrawal right from the ticket purchase. Under the following conditions, the withdrawal right may be claimed from the time of purchase until the beginning of the event: general terms and conditions

Especially when it comes to expensive tickets, the utilization of oeticket carefree is worthwhile: comparatively little money grants you the option to refund your ticket, if push comes to shove.

How do I get oeticket’s carefree service?
During the purchasing transaction, the optional service oeticket carefree appears in your shopping cart. Check the box and click “refresh shopping cart.” “Oeticket carefree” appears as a new article on your shopping cart calculation (EUR 2/ticket in your shopping cart). Please note that oeticket carefree can only be selected for the entire shopping cart.

Oeticket’s carefree service may only be selected during the booking process; unfortunately, it cannot be purchased afterwards.
What to do in case of damage?
In case of damage according to the general terms and conditions, please mail the following documents to the designated address:
• a short letter including your current bank details
• a copy of the invoice you received with your tickets
• the original tickets that are to be refunded
• medical report or other confirmation as specified in the general terms and conditions.
Upon assessment of your documents, the value of the ticket will be transferred to your bank account or refunded to your credit card. Please note that incorrect and incomplete submission of documents may delay the processing time!

Please mail the documents named above to the following address:
Ticket Express GmbH
zH Customer Care
Heumühlgasse 11
A-1040 Wien

For your own protection, we recommend mailing the documents by registered mail.

Technical Problems

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Why do cookies have to be activated when I use www.oeticket.com ? What are cookies?: Cookies are information that is stored on your hard disk and expand the functionality of the oeticket portal. In the standard configuration your computer accepts cookies but you can change this setting and of course also order from oeticket without cookies but then settings like single click and personalised homepage are no longer available. oeticket does not save personal data in cookies so your privacy is always guaranteed.

Newsletter / Ticket Alarm oeticket next

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How can I register for the Newsletter?: - How can I register for the newsletter?
To register for the oeticket Newsletter go to our homepage www.oeticket.com enter your e-mail address in the field „Newsletter“ and click „register“. You can then register for one or more of our following newsletter categories:

Highlights from all categories
- Concerts, Music
- Stage, Culture (Cabaret, Classic, Dance, Show)
- Sport
- Family (Children’s programmes, Shows)

After registration a confirmation e-mail will be sent in which you confirm your agreement to receipt of the newsletter. With this „double option“ method it is ensured that your data are not misused. Your agreement can, of course, be cancelled at any time ( see also „How can I cancel the newsletter? ).

At this opportunity you can also register for our oeticket Next news. In this column you can find several artists who will be appearing in Austria soon – be one of the first to be informed of confirmed appearances! You are guaranteed to no longer miss any event.
What's oeticket next / Ticket Alarm? How can I register for it?: oeticket next is a service from oeticket, to make sure you no longer miss any event. On our homepage at oeticket next you can find a list of artists that will be appearing in Austria soon - be one of the first to be informed of confirmed appearances! Click on to a picture of an artist or „more artists“ to reach the complete list of artists. Here you can enter your e-mail address under the short description of the artist to receive information as soon as an appearance has been confirmed.

- How can I cancel the newsletter?
To cancel the oeticket Newsletter click on the „flag“ of the newsletter received and then the link „cancel“.

As a registered user you can also cancel the newsletter on our homepage. To do this log in, click on „my account“ and choose the last item „Newsletter and oeticket next“. Here you can cancel the newsletter or the artist’s name from oeticket next List by deactivating the check mark.
How can I unsubscribe from the newsletter?: To cancel the oeticket Newsletter click in the newsletter received under„Impressum“ on the link „cancel“ and send the e-mail that appears without any further data entry. Your e-mail address will then be automatically removed from the distribution list.

As registered user you can also cancel the newsletter from our website. Log on and then click on „My account“ and select the last option „Newsletter and oeticket next“. Here you can simply cancel by deactivating the tick at the appropriate newsletter or remove the artists name from the oeticket next list.

oeticket Card

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Where can I pay with the oeticket Card?: o You can reserve tickets and pay for them using the oeticket Card by Telefone with the dedicated, free oeticket Card Hotline, using your oeticket card number
o You can also pay with your oeticket card at the following oeticket centres:
Museumsquartier, Halle E & G, 1070 Vienna
Buchhandlung Leykam, Stempferg. 3, 8010 Graz
o Or on the Internet at www.oeticket.com
What is my purchase limit with my oeticket Card?: Max. € 725.--, this limit can in exceptional cases be raised.
Where are the credits noted?: Credits will be credited to your oeticket Card and taken into account with your next order.
Where can I find out about my bonus point status?: To find out your bonus point status send an e-mail to oetcard@oeticket.com.
When / How do I receive my prize?: Once or twice a year the prize announcement will be sent to all oeticket Card holders by mail. In this you can see what prizes can be bought and how many bonus points you have.