Contact Us

To protect you - our customer, and ourselves as a business, from online fraud. Our team will reach out to verify your order if it is flagged by our internal payment system to ensure you are the card holder and have authorised the payment. At Ticket Merchant we pride ourselves on our customer service and going above and beyond for our customers. This also extends to verifying orders that need extra attention to ensure your online security. You may not have had to do this before, but we know you’ll be glad for our vigilance if the worst happens!

Quite the opposite! This is to ensure no one is making payments with your card details without your consent. We get it, in this day and age online security needs to be number one and not everyone feels comfortable giving out details via email. Our team can be contacted online, or via phone Monday - Sunday 9am - 9pm to answer any questions or concerns you may have.

Yes, your order has been processed and the payment taken, however this is an added step after the payment has been made, to ensure your online security.

This unique code is in the description of your payment to us. It can be found via your bank statement or online banking by clicking on the payment.

As per our terms and conditions, all sales are final. Please see our Refund Policy here. If you need to discuss any concerns around your order, we can help!

As we value your security and take verifying orders seriously, if we are unable to verify the purchase, we may have to cancel your order. We will always try our hardest to contact you first and follow up to ensure this doesn’t happen unintentionally so please make sure you contact us if you have any questions or issues with the process!

Once your order has been verified, we’ll send you an email confirming. If there is a ticket suppression in place, we’ll link our Ticket Delay Information page here which will advise when you’ll receive your tickets!

Depending on the event and organisers, tickets will be provided in the same format they were originally purchased in!

Most tickets are issued in one of the following formats:

• PDF
• Mobile
• Ticket Transfer

In most cases, your tickets can be scanned directly from your phone at the venue, unless advised otherwise.

As we are a marketplace, we’re unable to change the format of your tickets. If you have any questions about accessing them, please get in touch!

Absolutely! You can purchase tickets for someone else without ANY issues. Everyone loves a good present!

You can either forward the tickets to them once you receive them, or enter their details at checkout.

In most cases, names are not required on tickets.

If you’re ever unsure, feel free to reach out to our team!

We are currently not onboarding any new verified sellers, sorry!

If you’re looking to resell tickets, we recommend using platforms like Tixel or Facebook Marketplace for private, one off sales!

Yes, we sure do!

For group bookings of 8 or more, please get in touch with our team via [email protected] or give us a call on +61 (03) 9498 1554.

To help us assist you as quickly as possible, we recommend including the following details:

• Event name and date
• Number of tickets required
• Seating preference
• First and last name
• Email address
• Contact number

As we are a resale marketplace, availability is based on what our verified sellers provide.

Accessible seating and companion cards must be arranged at the time of purchase through the official ticket agency.

We recommend contacting the official ticket agency for your event. If you’re unsure who this is, you can usually find them by searching the venue!

If you still need a hand, feel free to get in touch with our team and we’ll point you in the right direction!

All tickets listed on Ticket Merchant will generally be adult tickets unless otherwise specified. If you are purchasing tickets for your little one, they can still attend using an adult ticket!

We also encourage all fans, regardless of age, to hold a valid ticket for entry to the event. If you’re unsure about age requirements, we recommend checking the important information listed on the event page!

All events are different when it comes to restricted items and entry requirements!

As your event gets closer, our team will send through all the important information on what to bring and what NOT to bring.

If you have any questions in the meantime, you can always check directly with the venue or contact our team and we’ll do some digging for you!

Due to local regulations in certain states, some customers may see a message advising that tickets are unavailable in their location!

These restrictions apply to ticket availability within that specific region. While customers in other states may still have access to a wider range of tickets, customers located in the restricted region may be unable to view or purchase tickets for events in their state through our platform.

If you have any questions about this, please feel free to reach out to our team!

Once you place your order, you’ll receive an order confirmation email!

Sometimes this can land in your spam or junk folder (so make sure to check there too). If you still can’t find it, please reach out to our team and we’ll sort it out for you.

From there, your order is secured in our system and backed by our 100% Buyers Protection Guarantee.

Your tickets will be sent separately, so no need to freak out if they don’t arrive straight away! For any ticket delays, please check out our Ticket Delay Information page. If your event is within 7 days and you still can’t locate your tickets, get in touch with us.

As your event gets closer, we’ll also send through all the important information you’ll need for the big day!

I made a mistake with my booking. Can it be fixed?

We can definitely help out!

If your contact details are incorrect, please contact us ASAP so we can fix them for you as quickly as possible.

If you’ve purchased the incorrect tickets, we may still have some solutions available depending on how close the event is. Please get in touch so we can look into the available options for you.

If in doubt, please reach out!

Can I add another ticket to my order?

Since we are a ticket marketplace, availability is based on what our sellers currently have listed.

This certainly doesn’t mean it’s impossible! We recommend checking our website and then giving our team a call or sending through an email so we can look into the available options for you.

If you purchase another ticket separately in the same section and row, we cannot guarantee the seats will be together unless you contact us first!

Can I cancel my order?

Ooh, as all sales are final, in most instances we’re generally unable to cancel your order!

If you purchased the Refundable.me add-on at checkout and fall within the Terms & Conditions, please contact us and we can provide the details on how to submit a claim. You will also be able to submit the form by following the link on your confirmation email. 

If you didn't purchase the add-on, check out our Refund Policy!

If you’ve just placed your order and it wasn’t intentional, contact us as soon as possible and we’ll look into it further! We’ll always do our best to help find the best possible solution for you.

Can I change the delivery method of my tickets?

All tickets are sent in the same format originally selected by the seller at the time of purchase through the official ticket agency!

Because of this, we’re unable to change how your tickets are sent. If you have any concerns or questions about accessing your tickets, please get in touch and our team will happily guide you through it!

Unless stated otherwise, all tickets will be mobile tickets, meaning you’ll NEED a smartphone to access them.

Why haven't I received a confirmation email?

Oh no! You should receive your confirmation email straight away once you place your order.

Can’t find it? Please check your spam or junk folder first.

If you STILL can’t find it, please contact us so we can check your details and resend it for you!

When will I receive my tickets?

Depending on when you placed your order and when your event is, ticket delivery times can vary!

We promise your tickets will be sent well in time for the event, so no need to stress!

If an event is 4+ weeks away, tickets are typically emailed 1-2 weeks before the event (If they are unlocked). For updates on whether ticket sending has commenced, please check out our Ticket Delay page.

If your event is in less than 7 days, sending has commenced, and you still haven’t received your tickets… PLEASE contact us so we can figure out where they have got to!

Just placed your order and the event is today? No worries! You’ll receive your tickets via email within 30 minutes of purchase.

All orders are prioritised based on the proximity of the event. If in doubt, please reach out!

How will I receive my tickets?

Everything you need to know about the delivery of your tickets will be sent via email!

Please keep an eye on your junk and spam folders too, just in case the email sneaks in there.

If your tickets are being transferred, we’ll also send you the instructions on how to accept and access them.

We like to keep you updated with both emails and text messages, so if you’re not receiving these, please contact our team!

I’m having trouble accessing my tickets

Don’t stress, we’re here to help!

If your tickets are mobile links or PDFs, you’ll need to download them from your shipment email or through your Ticket Merchant account.

If you click the link and get a blank screen, this usually means the file has downloaded directly to your device. You should be able to find it in your “Files” or Downloads folder. Still having issues? Give us a call and our team can guide you through it!

For all Ticketmaster transfer acceptances, please check out our dedicated page with step-by-step instructions and a video walkthrough.

We also have a separate guide for AXS transfers too!

If you still need help, please contact us as soon as possible so we can get everything sorted for you.

My event was cancelled. Will I be refunded?

Yes, absolutely!

Once we are officially advised that the event has been cancelled, we’ll send out an email with all the important information and next steps.

For cancelled events, customers will receive a full refund excluding the refundable booking add-on. Refunds are typically processed within 30 days of the event cancellation.

If your payment method has changed or we’re unable to refund back to the original payment method, we’ll be in touch. In this case, you’ll be required to complete an EFT form.

Please make sure all details entered are correct. If your refund bounces due to incorrect bank details, you will incur a $25 administration fee when resubmitting the form.

If it’s been over 30 days and you still can’t see the funds then get in touch so we can do some digging for you!

My event has been rescheduled and I can't attend. Can I get a refund?

For all rescheduled or postponed events, your tickets will remain valid for the new date!

We completely understand that the new date may no longer suit you, and in this situation, we recommend reselling your tickets. Although you can't resell through Ticket Merchant, there are a range of options to make sure your tickets don't go to waste!

• Reselling on Tixel or Facebook marketplace
• Transferring them to friends and family

If you need assistance with this, please contact our team so we can help you explore the best available options!

How do I submit a claim through Refundable.me?

Easy!

To submit a claim, simply scroll to the bottom of your confirmation email where you’ll find a link to the Refundable.me website to start your claim.

Can’t find your confirmation email? That’s okay! Contact our team and we can resend all the details to you, including the Terms & Conditions (which we definitely recommend reading!).

Check out our Refundable booking page with all the important information.

Why do you not handle Refund claims?

Since Refundable.me is managed by a separate company, they handle all claims directly!

Because of this… we don’t have any influence over the outcome of your claim or access to what stage your claim is at. (Sorry!)

However, we’re always more than happy to guide you through the process or help explain how to submit your claim!

Can you submit the claim for me?

No, sorry!

If you need to submit a claim, we can provide you with the link to Refundable.me along with their Terms & Conditions, however the claim itself must be submitted directly by you.

If you haven’t heard back from them or need to update any information, you can contact them directly by responding to any email you have received from them!

What if my claim is declined?

Oh no!

If your claim is declined, you’ll receive an email from Refundable.me explaining the reason why. We recommend reviewing this carefully to better understand why the claim was unsuccessful, as all claims must meet the Terms & Conditions and eligible claim requirements.

Not to worry though, there may still be ways to recoup your funds if your event hasn’t happened yet! Please get in touch with us (not Refundable.me) and we can guide you through options for reselling your tickets!

Where can I find event information?

All event information is emailed out around 24 hours before the event!

This includes all the fun stuff like start times, parking information, venue details, and what you can and can’t bring.

If your event is still a little while away, you can find the basic information on the event page on our website or in your confirmation email.

Looking for something specific that isn’t listed? Give us a buzz!

We’ll try not to be offended if you don’t want to make one!

However, you do not need to create an account to place an order, but it definitely does make things easier!

By creating an account, this will make the purchasing process more convenient, and provides easier access to your order history and account details! You’ll also be able to check the status of your order anytime you like. (You can’t do that without one!)

Not to worry though, we’ll still email and text you all the important information whether you have an account or not!

There are a few ways to create an account!

• Click the little person icon at the top of the webpage
• Scroll to the bottom of the webpage and select “My Account”
• Create one during checkout process when placing an order

If you placed an order before creating your account, contact our team and we can help connect your order to your new account!

Simple! Go to the sign in page and click “Forgot your password?”

You’ll receive an email with a link to reset it. Please check junk and spam in case it has landed there!

If you don’t receive the email, give our team a call and we can resend the link while we’ve got you on the phone!

You can update your details anytime by logging into your account and heading to “My Account”.

OR! Send our team an email or give us a call and we can help update them for you.

No need to stress about getting a new email address, phone number, or changing your name… we got you!

This could be because you weren’t logged in when you placed your order, OR there may have been an error with the email address used.

Not to worry though! Give our team a call or send us an email and we can help fix this for you.

Oops! Maybe there was a spelling mistake, or perhaps your account was created using a different email address.

That’s okay though! Contact our team and we’ll look into what’s happening and help get it sorted for you.

We’re sure it’ll be a quick fix!

Sorry, you can’t do this yourself… We hate goodbyes!

To delete your account, please email [email protected] or give our team a call.

Once your account has been deleted, you’ll need to create a new one if you decide to come back in the future.

If you’d simply like to unsubscribe from our mailing list, we can help with that too without deleting your account!

We strive to ensure all customer data is safe and secure! Please check out our policy on this!

How can I purchase tickets?

To purchase tickets through Ticket Merchant, we recommend placing your order directly through our website!

If you need any assistance, feel free to give our team a call and we’ll happily guide you through the process.

We do encourage customers to place the order themselves, as it’s important to read through our Terms & Conditions and make sure you’re happy with the seating location and event you’re purchasing.

Remember, all sales are final regardless of who places the order, so take your time and read the little details. There’s no timer, so no need to stress!

What should I know before placing an order?

Please make sure you’ve checked the seating map, selected your tickets from the drop down menu, and read through the important information listed below the map for your event!

It’s super important to triple check all the details before placing your order, as all sales are final…

If you do make a mistake, we may still be able to help depending on how close the event is, please get in touch with us as soon as possible!

If there’s anything you’re unsure about, give us a buzz! Once your order is placed, you’re backed by our 100% Buyers Protection Guarantee.

Can I change the currency?

Yes! Our website supports multiple currencies to help make booking easier for fans around the world.

To update your currency, head to the top right corner of your screen.

• New Zealand customers can use our .co.nz website
• Australian customers can use .com.au
• International customers can use .com

We might be Australian-based, but we still love an international event! ????

Do you show the face value of your tickets?

Absolutely! We want to make sure we're transparent with our customers attending any Australian event!.

All verified sellers are required to provide the face value when listing their tickets for an event in Australia. To view this, simply hover over the ‘FV’ displayed on the listing. This will show the original price the seller paid for the tickets.

All sellers must also comply with the legislation relevant to that state and event. If you are unsure or would like to know more, reach out!

How do I know which tickets are available?

Available tickets will appear in the drop down menu on the event page, not directly on the seating map!

As we are a marketplace, ticket availability can change at any time!

Why can I not see my section on the map?

This usually means you’ve selected a “Generic Listing”. We promise your section exists! 

Rest assured, if you’ve selected more than one ticket in the drop down menu, you are guaranteed to be seated together. Your exact seats will be allocated within the selected area.

To see where the area is located on the map, simply hover your mouse over the listing and the section will highlight for you!

Where can I find important information about my tickets?

All the important things you need to know about your section or event, including age restrictions, fees, legislation and more, can be found just below the map on the event page!

If there’s something on your mind that you can’t quite find the answer to, give us a call or send our live chat a message and we’ll help you out ASAP!

Why can't I choose my exact seat numbers?

Your exact seat numbers will be provided once your tickets are released!

The reason you can’t select the exact seat numbers beforehand, is so our team can allocate seating groups that best suit the quantity selected. This also makes it easier for sellers to list their tickets.

Don’t worry though, you are guaranteed to receive seat numbers with your tickets!

Will our seats be together?

If you select a ticket quantity from the drop down menu, for example 2, 3, or 4 tickets, then YES, absolutely, your seats will be together!

If you place separate orders, even within the same section, we cannot guarantee the seats will be together.

If the quantity of tickets you’re looking for is not available in the drop down menu, unfortunately we do not currently have that number of seats available together. If you’ve got a larger group, check out our group booking section!

Can I make my order refundable?

Yeah, absolutely!

When placing your order, you’ll have the option to make it refundable by selecting the add-on at checkout.

Please note, this does not cover change of mind or cancelled events. For full Terms & Conditions and details on what’s covered, we have a dedicated page with all the information you need!

If you place your order and later decide you’d like to add Refundable.me, you’ll have 48 hours to purchase it. We will send you a separate email, 24 hours after purchase if you do change your mind!

Please also note that the Refundable.me booking fee itself is non-refundable and is managed through a separate company.

What payment methods do you accept?

We have multiple payment options available to help make booking tickets as stress free as possible!

If you’d prefer to pay in instalments, we currently offer:

• Afterpay (Australia only)
• PayPal Pay in 4
• Zip Pay
• Klarna

For full payments, we accept:

• Visa
• Mastercard
• American Express
• Apple or Google Pay 
• PayPal

Is my payment information secure?

Yes, very secure!

If you’d like an added level of security, you can also choose to pay using PayPal.

The only card details we store are the last 4 digits and the expiry date of the card used.

If our system flags a payment as potentially fraudulent, our team may contact you to verify the payment and ensure you are the card holder.

To learn more about why we do this, please check out our verification section!

Do I need an account to place an order?

No, of course not!

However, creating an account does make it easier to keep track of your order status. When you log in, you’ll be able to see updates on your tickets without having to search through your emails.

You’ll also be able to view past orders and stay up to date with everything happening with your bookings.

Don’t worry though, even without an account, we’ll still email and text you all the important information relating to your order!

Are all fees shown upon checkout?

They sure are, no hidden fees around here!

All fees are clearly outlined in the important information section and again on the payment screen before you complete your purchase.

To view all fees relating to your specific order, simply review the payment screen before finalising your order!

What happens after I complete my purchase?

Once you place your order, you’ll receive a confirmation email with all your booking details!

Your tickets will be sent separately once they are released by the official ticket agency, which is often closer to the event date.

If you have any questions about your booking, be sure to check out our Existing Bookings section!

Ticket Merchant is an Australian-based ticket marketplace helping fans get to the events they love.

Through our network of verified sellers, we make it easy to secure tickets to sports, concerts and theatre, without the stress of queues or missing out.

With 7-day customer support and our 100% Buyers Protection Guarantee, you can book with confidence and focus on what matters most… the experience!

Ticket Merchant works by connecting you with verified sellers who already have tickets to a wide range of events! 

Once you place your order, your tickets are secured and backed by our 100% Buyers Protection Guarantee.

You’ll receive an order confirmation straight away with all your booking details. Tickets will then be sent in a separate email once they’re released by the event organiser (which is often closer to the event date!).

If you have any questions along the way, our team is here to help 7 days a week from 9am to 9pm!

All tickets listed on Ticket Merchant by our verified sellers come directly from the official ticket agencies!

Ticket Merchant does not generate its own tickets, we connect you with trusted sellers who already have them (which saves you getting into queues).

Many of our sellers have access to presale events, meaning they can secure tickets before they are released to the general public!

All tickets are verified to ensure they are genuine before being listed on our site!

We have multiple systems in place to cross-check all details, ensuring there are no errors and that every fan gets to attend their event.

Once you place your order, it is secured and backed by our 100% Buyers Protection Guarantee.

Our team is here to support you every step of the way, from the moment you book right through to the event itself. If you have any questions or run into any issues, we’re here to help!

Most ticket marketplaces are designed for one-off, private sellers.

What we do differently… is work with verified sellers that we have strong, ongoing relationships with!

This allows us to maintain high standards and ensure EVERY seller meets the requirements needed to uphold our 100% Buyers Protection Guarantee (Don't worry, we've got you!).

This policy is in place to protect YOU if something goes wrong!

While our team is available 7 days a week to help with any issues you might face, our 100% Buyer Protection Guarantee is there to give you extra peace of mind!

You are protected if:

• You do not receive what you purchased
• You do not receive your tickets in time for the event
• You are unable to gain entry and can provide evidence of this

Rest assured, these situations are extremely rare, and our team will always do everything possible to resolve any issues before your event.

For the full ins and outs, check out our Terms & Conditions!

Nope! We are a ticket marketplace that is not affiliated with the official ticket agency. You can still trust us though!

We focus on being transparent at every step of the process, so you ALWAYS know exactly what you’re purchasing.

Rest assured, all tickets listed on our site are original tickets sourced from official ticket agencies through our verified sellers!

As Ticket Merchant is a marketplace, ticket prices can be above or below the original face value, similar to platforms like Facebook Marketplace or eBay!

We strive to ensure all verified sellers are compliant with all state and territory ticket legislation.

Sellers determine the price they list their tickets for, and this can change at any time. Factors that influence pricing include the event’s popularity, seating location, and timing.

If you’re ever unsure about a price, feel free to reach out to our team, we’re always happy to help!

No! All fees are visible at checkout.

We believe in being transparent with our customers, so there are no surprises when you place your order.

Each ticket includes a handling fee, and depending on the event, a service may also apply. Any additional fees will always be shown before you complete your purchase. For SPECIFIC payment method fees, check out our T’s & C’s!

If you’re ever unsure, feel free to get in touch with our team!

Ticket Merchant is an Australian based company located in Melbourne!

You can get in touch with our team via live chat, email, or phone.