Find answers to common questions about booking, payment and attending your event.

 ▶ How do I buy tickets?

Choose your event and click “Buy tickets”. Then select the number of tickets and, where available, your seats or ticket category. Enter your name, phone number and email address. In the final step, accept the terms of use and select your payment method.

▶ How and when will I receive my tickets?

If you pay with PayPal, your tickets will be emailed to the address you provided when booking once your payment has been completed successfully.
If you pay by bank transfer, we will email your tickets as soon as we receive your payment. This may take a few days.
You can also buy tickets at our ticket offices, where you pay in person and receive printed tickets to take with you.

▶ My tickets haven’t arrived. What should I do?

First, check your spam or promotions folder. If you cannot find an email from us, contact us with your name, the email address you used when booking and, if available, your booking number.
Please do not place another order straight away. Let us check first whether we have received your booking.
You can reach us Monday to Friday, from 8 am to 5 pm, on +49 8261 9913-75 or by email at info@tickethans.de.
Please note: We only send tickets once we have received your payment. Bank transfers may take a few days.

▶ Do I need to print my ticket, or can I show it on my smartphone?

You can show your ticket on your smartphone. We recommend downloading it before the event. Make sure the ticket code is fully visible and your screen is bright enough to scan. Alternatively, you can print your ticket.

▶ Which payment methods are available?

The available payment methods are shown during checkout. Currently, you can pay online with PayPal or by bank transfer. At our ticket offices, you can also pay in cash or by credit card.

▶ My payment was interrupted. Did my booking still go through?

If you are unsure whether your booking was completed, please contact us before placing another order. Give us your name, the event and the approximate time of your booking. We will then check whether we have received it.

▶ Do I have an assigned seat, or is seating unreserved?

This depends on the event and your ticket category. Please check the information provided when booking and on your ticket. With unreserved seating, you choose your seat when you arrive, within the area covered by your ticket.

▶ Can I cancel, exchange or give my ticket to someone else?

As a general rule, tickets cannot be cancelled or exchanged.
You can usually give your ticket to someone else. For discounted tickets, the person using the ticket must also meet the eligibility requirements for the discount and be able to provide the relevant proof.

▶ What happens if an event is cancelled or rescheduled?

If an event is cancelled or rescheduled, we will email you with information about the next steps and any applicable refund process.
If you bought your ticket at one of our ticket offices without leaving your contact details, we will unfortunately be unable to contact you directly. In this case, please check the event organiser’s website or social media channels for updates.

▶ Are discounted tickets or children’s tickets available?

You can find information about discounts and children’s tickets on the relevant event page. Please check the eligibility requirements and bring appropriate proof to the event if you are using a discounted ticket.

▶ How do I book a wheelchair space or a ticket for a companion?

Please contact us directly by phone or visit one of our ticket offices. We will be happy to help you with your booking.

▶ Who can I contact if I have any questions?

We are happy to help! If your question relates to a booking, please have your booking number ready if possible.
You can reach us Monday to Friday, from 8 am to 5 pm, on +49 8261 9913-75 or +49 8247 35035. You can also email us at info@tickethans.de.