FAQs
How do I purchase pre-sale tickets?
Our pre-sales are only ever available online. First, you need to sign up to our mailing list. The night before a pre-sale, generally around 5pm, we will send an email to our database with the pre-sale links for each show. The email will explain what time the pre-sale starts and finishes and whether you need to enter a password or not.
What can I do if I haven’t received the pre-sale email?
Don’t fret! The quickest way around this is to simply send us a direct message on Facebook with the show and city you are wanting to attend and we will send you the pre-sale link straight away.
Why are there no tickets available when I clicked “purchase” as soon as the show went on sale?
It’s likely that all tickets were on ‘dibs’. When someone is purchasing tickets, those tickets go into a hold status – known as “dibs” – and are no longer available to other customers. The tickets remain on “dibs” until the customer completes the transaction, the transaction times out or is abandoned. Those tickets then go back into the central system for the next customer to draw from. So if there are a number of customers simply looking and not buying, those tickets may become available again in a matter of minutes.
More tickets will be available of equal quality to those in this pre-sale when tickets go on sale to the general public. It is entirely your choice whether you continue trying in the pre-sale or wait until the sale to the general public.
Please note that if we haven’t announced across our website and social media pages that a show (pre-sale or not) has sold out, then there are still tickets available, you just have to keep trying!
How can I prevent my tickets from being released back for sale?
Please use only one browser window at a time (on the same computer) to hold tickets. If you open a new browser and order a different set of tickets, the tickets held in the previous browser will be released for sale to other customers. This helps ticketing agencies prevent attempts to use automated programs to block other customers from getting tickets.
Why do tickets sell out so quickly for popular events?
When a popular event goes on sale there are literally hundreds (sometimes even thousands if it’s a big venue) of customers simultaneously attempting to purchase tickets across all distribution channels. So, if 500 fans are simultaneously buying four tickets each, 2,000 tickets can be sold in a matter of seconds! This is why a 15,000-seat arena can sell out in a few minutes.
What does ‘General Admission’ mean?
General Admission refers to seating or standing areas that are not assigned or reserved, and are occupied on a first-come, first-served basis. When purchasing tickets for a General Admission event, you may be quoted section, row, and seat numbers, however these are for inventory purposes only and do not reflect any actual seating location.
What is a transaction fee?
The order processing fee covers the cost to fulfil your ticket request when you purchase the tickets online or by phone. This charge includes services like taking and maintaining your order on the ticketing systems, arranging for posting and/or coordinating with the box office and the Postal Charge Fees are determined by ticketing vendor.
Why do better tickets sometimes become available days after the event goes on sale, or few days before the show?
Tickets may be released to sell as the event date approaches. This happens for several reasons such as;
The promoter may no longer need the tickets that were held when the event originally went on sale
Once the stage or event area is set up, the venue has a better idea about which seats can actually be sold Sometimes a customer attempts to buy tickets but their credit card is declined; if the ticketing agency is unable to contact the customer to secure a valid credit card or billing address, they may cancel the order and release the tickets back for sale
Why are there sometimes limits on how many tickets I can buy?
Sometimes a ticket limit per customer is imposed in order to prevent scalpers from purchasing multiple tickets at one time and reselling at an inflated price. The limits vary depending on the type of event or the anticipated demand for tickets.
What can I do if I haven’t received my tickets?
If you do not receive your tickets within ten days of the event, we as the promoter don’t have access to the ticketing systems, so you will need to contact the ticketing vendor or venue directly. Please be sure to have your confirmation number or the Credit Card used to make your purchase handy so the agent can determine the nature of the problem.
I bought some tickets to a concert for a friend, can they pick up the tickets at box office?
You will need to check the venue’s policy on this, but more often than not, if you have bought tickets for someone else and/or cannot attend the show yourself, then whoever will be attending will need to bring a copy (photocopy or scan) of the credit card used to purchase the tickets, as well as a signed note of authority confirming that the original ticket purchaser authorises you to collect tickets on their behalf.
I don’t want to attend the concert anymore; can I get a refund? Or can I swap the tickets for a different night?
No. As with all ticket sales, there are no refunds, exchanges or cancellations unless the event is cancelled, rescheduled or significantly relocated by the Promoter (and you cannot or do not wish to attend the rescheduled or relocated event).
What if I am legible for a refund?
You must get in contact with the ticketing agency or venue you purchased your tickets within a reasonable time before the event. The agent will then get in contact with the Promoter for approval;
If you purchased tickets using a credit card, the funds will automatically be returned to your credit card. If your details have changed, please get in touch with the ticketing agent or venue you purchased through. Please keep in mind it can take some time to process, so please give the venues and ticketing agencies up to 7 days to process your refund before you start to worry.
If you booked using cash or EFTPOS you’ll need to return to the original point of purchase.
Where can I find out about set times?
We publish set times closer to show day on our Facebook events. Otherwise, feel free to send us a direct message via our Facebook.
Where can I apply for media accreditation?
Please send an email with details of the show you are interested in and your portfolio. We will be in touch as soon as possible.
Do you take support submissions?
We are always interested in hearing about new acts. For artist submissions, please email Secret Sounds or Village Sounds. Please remember to include all your artist’s links.
If you have a question about any Secret Sounds festivals, please head to their website below for all the details:
