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Frequently Asked Questions

  1. Contact Information
  2. How to use our website
    1. I would like to see all events in a particular city. How do I use your website to do this?
    2. I did not receive my email confirmation? Can I have it resent?
  3. Will Call Questions
    1. What is will call?
    2. How do I let someone else pick up my tickets?
    3. When does will call open?
    4. Where is will call?
  4. Mailing Questions
    1. What do I do if I didn't receive my tickets?
    2. Can I get a refund if I don't receive my tickets via mail?
    3. When are tickets mailed out? How long does it take for me to get them?
    4. I want my tickets sent by FedEx but I only have a PO Box to ship to?
    5. How can I check the status of my order to see if it has been shipped?
    6. How can I update my shipping address?
    7. I put the wrong address on my order. What should I do now?
  5. Service Fees
    1. What are service fees?
    2. How do I avoid service fees?
  6. Show cancellations, postponement, rescheduling
    1. What do I do if the show I purchased tickets to see is canceled or rescheduled?
    2. It's raining outside and I no longer want to attend the event I purchased tickets for?
    3. I purchased tickets to see the opening band of a show, but they have now canceled. Can I get a refund?
  7. Ticket Questions
    1. I threw away my tickets for the show because I thought it was junk mail. Can I have them replaced?
    2. How do I cancel my order?
    3. Will more tickets be released for a sold out show?
    4. Should I buy tickets from Craig's List, eBay or another reseller?
  8. Venue Questions
    1. What time does the band start playing? Who is the opening band?

Contact Information

Phone: 512.389.0315
Toll Free: 888.512.SHOW
Email:
support@fgtcustomerservice.com
Address: 1711 South Congress Austin, TX 78704

How to use our website

I would like to see all events in a particular city. How do I use your website to do this?

In the Search field at the top right, please type in the name of the city in which you are looking for events. The results will contain all the shows we are selling tickets for in the city you have specified.


I did not receive my email confirmation. Can I have it resent?

Please go online to the website you made the purchase from, and log into your account using the password and email address you used to make your purchase. Once you are logged in, you can click on .My Order History. which will list the orders made under this account. From there, you can view your order and/or email yourself a new copy of your confirmation. If you do not have an account, you may call our office to have your receipt resent. Please be aware that many spam filters may block the email, so please check your junk or spam folder.

Will Call Questions

What is will call?

Will call means you purchase your tickets in advance, but pick them up at the venue on the night of the show (as opposed to having them mailed.) Sometimes it is a list of names at the door.


How do I let someone else pick up my tickets?

To allow someone else to pick up your tickets at will call, you'll need to write a note on your email confirmation that releases your tickets to another person. If you do not have an email confirmation, you must include the order number on the note as well a copy of your photo ID (the original purchaser.) Make sure the other person takes the note and his/her own photo ID to the show to pick up your ticket. The venue will keep your note. All tickets for one will call order must be claimed at the same time and each order can only be held under one name. Unfortunately, we cannot split a single order into multiple names.


When does will call open?

Typically, will call opens one hour prior to the door time. This means that if the doors open at 8pm, will call will be available at 7pm. Will call may not be claimed prior to the evening of the show.


Where is will call?

Will call is located only at the venue where the event you purchased tickets for is taking place, on the night of that particular event. At this time, you cannot go to an outlet to claim your will call tickets. You also cannot pick them up at the venue any earlier than the night of the show.

Mailing Questions

What do I do if I have not received my tickets?

Check your email confirmation to be sure the delivery option you selected was not will-call. If you did choose a mail delivery option, and it is 48 hours prior to the show, please call our office at 512.389.0315. Please be aware that the United States Postal Service does lose mail, and we cannot refund any shipping fees if this occurs.


Can I get a refund if I don't receive my tickets via mail?

Unfortunately, no. If you do not receive your tickets, we can generally accommodate you so that you may enter the show. You must, however, contact us prior to the show to make these arrangements. If you contact us after a show to say that you didn't receive your tickets, we cannot refund the purchase.


When are tickets mailed out? How long will it take for me to get them?

Most ticket orders are sent within 48 hours of purchase. Tickets are mailed from Austin, TX, so depending on where you live, it may take between one and six business days for you to receive them. There are some tickets, such as certain kinds of fan club or festival tickets, that are NOT mailed within 48 hours of purchase. Your email confirmation will contain information as to when your tickets will be shipped. For UPS orders, tickets ordered prior to 3pm CST will be sent via UPS the same day. Orders placed after 3pm CST will be sent the next business day.


I want my tickets sent by UPS but I have a PO Box.

UPS can only deliver to a physical street address. If you only have a PO Box to ship to, please do not choose UPS as your delivery option. UPS will deliver to Rural Routes, so if this applies to you, you may choose UPS as your delivery method.


How can I check the status of my order to see if it has been shipped?

Please log into your account using your email address and password from the website you used to place your order. From there, you can check the status of your ticket order by clicking on "My Order History". If it shows a date under "Print Date", then your ticket was printed on that date and was/will be sent within the next 24 hours.


How can I update my shipping address?

To update your shipping address, email us at support@fgtcustomerservice.com. Please forward your email confirmation along with the new address. If your tickets have already shipped, we cannot update the shipping address.


I put the wrong address on my order. What should I do now?

Please call us or email us immediately if you realize you have entered the incorrect address. If the tickets have not yet shipped, we can update it for you. If the tickets have already shipped, you will need to wait until 48 hours prior to the show to contact us if you still haven't received them. If we receive them back at our office, we will contact you and let you know your tickets will now be at will call. We will not resend tickets if they are returned to our office.

Service Fees

What are service fees?

Service fees cover the costs associated with running our business, such as producing ticket stock, purchasing servers and computer equipment, the labor involved in answering calls and getting our tickets to you and for maintaining outlet locations. These are the fees that help us get you your tickets.


How do I avoid service fees?

Generally, service fees apply when you purchase online, over the phone, at an outlet or at the venue.

Show cancellations, postponement, rescheduling

What do I do if the show I purchased tickets for is canceled or rescheduled?

If we receive notice from a promoter or venue that a show has been canceled or postponed, we will notify purchasers for that show immediately via email. Please note that Front Gate Tickets does not book shows or have any input into the decision to cancel a show. Our policy on canceled shows can be found under Terms Of Sale on our web site. Please call our office directly if you have any questions about show cancellations.


It's raining outside and I no longer want to attend the event I purchased tickets for.

Events scheduled for outdoor venues are sold "rain or shine". This means there are no refunds if you decide not to attend the event.


I purchased tickets to see the opening band of a show, but they have now canceled. Can I get a refund?

Our policy on canceled shows can be found in the Terms Of Sale on our web site.

Opening acts are subject to change or cancellation at any time without notice. There are no refunds if an opening act is changed or canceled.

Ticket Questions

I threw away my tickets for the show because I thought it was junk mail. Can I have them replaced?

Unfortunately, we cannot replace tickets that are lost or stolen. Tickets should be treated like cash. Please be certain to keep your tickets in a secure place once you receive them.


How do I cancel my order?

All sales are final. There are no refunds or exchanges.


Will more tickets be released for a sold out show?

Additional tickets may or may not be released for a sold out show. This is done at the promoter's discretion and we do not know when or if this may happen. The best way to check if tickets are available is to visit the website regularly.


Should I buy tickets from Craig's List, eBay or another reseller?

If you buy a print-at-home or hard ticket from an unauthorized vendor or source, we cannot, and will not, guarantee that it is a valid ticket. That ticket might be lost, stolen or counterfeit, and if so, are VOID. We can only guarantee that tickets purchased directly from Front Gate Tickets are valid.

Venue Questions

What time does the band start playing? Who is the opening band?

We are always able to publish a door time for customers, but generally we don't have the specific set list for the evening. This also means we don't know when the band you are asking about may start playing. Often, the promoter of an event does not give us opening band information either, so you'll have to check with the venue directly or go early to the show just to be sure.

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