How can we help you today?

How can I redeem a coupon/voucher?

A coupon can be redeemed directly during the checkout process in the ticket selection window, below the shopping cart listing.

A voucher can be redeemed either in the same window as the coupon during ticket selection or during the payment step when entering the payment method, also below the shopping cart listing.

Why am I unable to add tickets to the shopping cart?

vivenu, as a software company specializing in ticketing services, operates on behalf of the event organizer. The organizer holds the authority to configure various settings within the ticket shop, such as ticket types, pre-sale times, and more, using our platform. Responsibility for these settings lies with the organizer. For additional information, kindly reach out to the event organizer directly.

My order was interrupted, but the payment was still deducted.

In exceptional cases where an order is interrupted on the payment provider's side during the redirection to our system, and money has been deducted despite the interruption, the payment amount will be automatically refunded within 5-7 business days.

If you have not received the refund within 5-7 business days, please do not hesitate to contact our support team for further assistance.

Can I cancel or refund my tickets?

The conditions for canceling or refunding tickets are determined by the event organizer. Generally, ticket purchases are non-refundable; however, exceptions may apply based on the organizer's specific rules. To understand if and under what conditions your tickets can be canceled, please refer to the organizer's terms and conditions available here.

If the event is canceled or rescheduled, the organizer will promptly provide you with further instructions. We appreciate your patience during such circumstances.

It's crucial to emphasize that vivenu, as a software company, exclusively serves as a ticketing service provider on behalf of the organizer. As we are not the organizer of the specific event, we do not possess the authority to initiate refunds. For detailed information, please reach out to the organizer directly.

Can I exchange my tickets?

The conditions for ticket exchanges are determined by the event organizer. Typically, ticket purchases may not be eligible for exchange or transfer, as outlined in the organizer's terms and conditions. However, exceptions might be made in certain cases according to the organizer's specific rules. To understand if and under what conditions your tickets can be exchanged, please refer to the organizer's terms and conditions available here.

If the event is canceled or rescheduled, the organizer will promptly provide you with further instructions. We appreciate your patience during such circumstances.

It is crucial to emphasize that vivenu, as a software company, exclusively serves as a ticketing service provider on behalf of the organizer. As we are not the organizer of the specific event, we do not possess the authority to facilitate ticket exchanges. For detailed information, please contact the organizer directly.

Can I resell my tickets?

Generally, tickets can be resold unless otherwise specified by the event organizer. The specific terms for ticket resale are outlined in the organizer's terms and conditions, which you can access here.

It is important to note that when reselling tickets, the sale price should not exceed the purchase price indicated on the tickets and in the ticket shop, unless approved otherwise by the respective organizer. Any exceptions to this rule require prior approval from the organizer.

Do I need to personalize my tickets?

In the majority of cases, individual ticket personalization is not obligatory. However, should an organizer choose to implement ticket personalization, the information will be provided post-ticket purchase. Access to these details can be found under the “Tickets” tab in your account. Furthermore, you will find this notice in the emails received subsequent to a successful purchase.

How do I receive an invoice?

Typically, the invoice is dispatched alongside the order confirmation through email. If the organizer has opted not to send invoices automatically, please don't hesitate to reach out to our support team for assistance in obtaining an invoice for your booking. Kindly include the transaction ID of your booking in your inquiry for prompt and efficient service.

How can I find my e-tickets?

Upon the successful completion of your order, you will be seamlessly redirected to our secure checkout page. Here, you have the option to download your acquired tickets in PDF format or store them in your digital wallet. A PDF ticket can be conveniently printed or saved on your smartphone, ready for presentation at the event. Additionally, your purchased tickets are readily accessible under the “Tickets” tab within your account, offering a user-friendly viewing experience.

For your further convenience, we promptly dispatch an email containing your purchased tickets, affording you the flexibility to access and download them at your convenience. Please ensure to check your email inbox, and in the event it's not found there, kindly inspect your spam folder.

It is essential to be aware that certain organizers may have disabled the PDF or wallet ticket option. In such instances, we recommend referring to the event description provided by the organizer for comprehensive information.

When will I receive my ticket by mail?

Certain organizers provide the option of hard tickets, and the shipping duration for these tickets may fluctuate based on the organizer's policies. If you have selected the hard ticket option, we advise consulting the details furnished by the organizer within the event description to gain insights into the anticipated shipping timeframe. Additionally, pertinent information regarding the delivery of hard tickets can be accessed under the dedicated “Tickets” tab within your account.

I haven't received my tickets

Accessing your tickets is conveniently facilitated through the dedicated “Tickets” tab within your account, ensuring seamless retrieval at your convenience. Ordinarily, tickets are dispatched via email immediately upon the completion of your order. Simultaneously, an order confirmation email containing comprehensive information about your purchase is sent.

We recommend an initial check of your email inbox and spam folder to confirm the receipt of these essential emails. In the event that none of these communications are located, and your tickets are not visible within your account, kindly validate the successful completion of your order. In rare instances, orders may encounter interruptions by the payment provider during redirection to our system. Should a deduction occur in such cases, an automatic refund of the payment amount is initiated within 5-7 business days.

If none of the aforementioned scenarios apply, we encourage you to promptly contact our support team. We are dedicated to ensuring your satisfaction and will efficiently resend the tickets for your convenience.

Do I need to print my tickets?

Typically, printing tickets is not required. Presenting the ticket digitally, either as an e-ticket on your smartphone or stored in your digital wallet, is considered sufficient. To ensure a smooth entry process, it is essential that the ticket is legible, and the EAN or QR code is displayed prominently. A mere screenshot of the ticket is generally inadequate for admission.

It's noteworthy that in specific instances, organizers may establish alternative conditions. We strongly recommend reviewing the event descriptions provided by the organizer to stay informed about any unique guidelines or requirements. This ensures a seamless and compliant experience with the organizer's directives.

Questions about the event?

vivenu operates as a software company dedicated to delivering ticketing services on behalf of event organizers. As the organizer lies outside our purview, we regret to inform you that we are unable to address inquiries related to the event directly. For any further details or assistance, we recommend reaching out to the organizer directly.

What happens to my tickets in case of event rescheduling or cancellation?

In the event of rescheduling or cancellation, the organizer will promptly contact you and provide further information regarding the refund process for your tickets. We kindly ask you to await these instructions and follow the organizer's guidance. If you have additional questions, please feel free to contact our support team at any time.