Web Support and Q&A

Log In

I am trying to log in, but I keep getting the message “Requested changes have been posted to your account.”
 

If you are getting this message, it means you have successfully created your user name and password and are currently logged in.
Click the link for “shopping cart” in the upper right hand corner to proceed with your order, or click another link to continue navigating.

   
It says I already have a log in but I don’t remember my password.
  Click the link at the end of this sentence to have your password e-mailed to you. (Forgot your password?) It may take a few moments for this e-mail to generate. You may also call Ticket Philadelphia to have your account information and password verified.
   
How do I change my password or account information?
  First, log in under your current account and password. Then, click “My Account” beside your account name at the top of the screen. This will load the “Account Information” page. From there you can make changes to your account. Click, “log in” or “submit” to post the changes. Click the “shopping cart” link at the top to continue ordering.
   
Is there a way to log in or create a log in without selecting an event to purchase?
  Yes, click “Your ticket choices” at the top of the homepage, then click “log in,” or “register” to create an account.
   

Technical Errors

I received a technical error and am not sure my purchase went through. How will I know if my card is being charged?
 

Unless you have received an “order number,” your order was likely never processed and your card will not be charged. A confirmation e-mail is automatically generated within the hour for each order. If you have not received one, your order was not completed.
Please note: This will not apply if you refreshed the “Payment Information” (processing) page.

   
I had seats selected and in my cart but received the message that the order had “timed out.” Am I able to get those seats back?
  Once an order times out, those seats are released back into inventory for sale. You will have to repeat the order and select the same seats. Unfortunately, there is no way to guarantee they will still be available.
   
I am trying to use a promotion code which I have entered, but it is not applying the discount to my order.
  Promotion codes must be used before logging in to “My Account” Log out and log in using the promotion code to apply the discount. If you have not already done so, please sign in or create an account.
   
I keep getting a message that tickets are not currently available online. Does this mean I have to call to order tickets?
  Tickets are available both online and by phone. If you are receiving this message, it may be because the event is sold out. Try ordering again with the “select your own seat” option. This will display available seats.
   
I am trying to buy tickets for seats in a specific section, but keep getting the message “Sorry! We are unable to find tickets matching your specific request.”
  This means that your specific seating request cannot be fulfilled. It is likely the number of seats you selected is not available together in the specific location chosen. Use the “select your own seat” option to choose from availability that matches what you are looking for, or try searching with the “best available” option. 
   

Order Status

I have not yet received a confirmation e-mail. Did my order go through?
 

There are a number of reasons for not receiving an e-mail confirmation. Please check to be sure you have entered an accurate e-mail address, and that this address is accepting mail. Also, check your ‘spam’ folder to see if it was sent there. If after an hour you have not received a confirmation e-mail, and there was never an order number generated, it is possible your order was not completed. However, if you have entered your credit card information, it is best to call Ticket Philadelphia to check before completing another order. You may also send us an email at patronservices@ticketphiladelphia.org.

   
I received a technical error and am not sure my purchase went through. How will I know if my card is being charged?
  Unless you have received an “order number,” your order was likely never processed and your card will not be charged. A confirmation e-mail is automatically generated within the hour for each order. If you have not received one, your order was probably not completed.
Please note: This will not apply if you refreshed the “Payment Information” (processing) page.
   
I refreshed my browser during, or did not navigate past, the “Payment Information” (processing) page and am not sure my order went through. I did not receive an order confirmation.
  The ‘processing’ page is when your payment is being collected. It is likely that your order was completed. You will not have received a confirmation because it is automatically generated after this step.
Ticket Philadelphia Call Center Agents can search for your order please call us at 215.893.1999 or email us at patronservices@ticketphiladelphia.org.
   
I have tickets in my “shopping cart” I would like to purchase, but I want to see the location first. Is there a way to do this?
  Click the black link underneath the word “description.” This will open another window containing a seat map. It will not highlight your specific seats, so be sure to note the section, row, and seat numbers when looking at the chart.
   

Other Questions

I am trying to add pre-paid parking to my order but I don’t see the date I want.
 

Pre-paid parking may only be purchased seven days in advance of the event, is event specific, and is subject to availability. If you do not see the desired date, it may be within seven days, the presenter may not offer pre-paid parking, or parking may be sold out.

   
I’ve clicked the “proceed to checkout” link from the Billing & Shipping page but I still see the same page.
  Please review the form carefully. Any field that is now shaded yellow and has a red asterisk beside it must be completed before continuing.
   
I’ve clicked place order however I still see the order page.
 

Please review the form carefully. The following fields must be completed before your order can be processed:

  • Please Review and Accept our Ticketing Policies above.
  • Please enter the name on the Credit Cart.
  • Please choose your credit card type.
  • Please enter a valid credit card number.
  • Please select a valid Expiration Month.
  • Please select a valid Expiration Year.
  • Please enter a valid CCV code.
   
I am trying to use a Ticket Philadelphia gift certificate but is does not seem to work. Is it valid for use online? Is there a way to check the balance before my purchase?
  Gift certificates are valid for any type of Ticket Philadelphia transaction. You must include all letters, numbers, and dashes when entering the gift certificate number. It should be ten digits long and include at least one dash. There is no way to check the balance of a gift certificate online until you enter it for purchase.
   
Still having trouble?
  A trained Ticket Philadelphia Agent will be glad to assist you. Please e-mail your question to patronservices@ticketphiladelphia.org. You will receive a response within 24 hours. To speak with a live representative call 215-893-1999 during regular operating hours, 7 days a week, 9AM-8PM, then select the option for web support.