Frequently Asked Questions

Your Event First account

Do I need to create an account to order?

You do not have to do it personally. Our system will create an account for you automatically so you can be concentrated on making your booking order. You need to add tickets to basket.

Our system will send you a one-time password to your email, which you can use to activate your account

When you fill in your billing details and complete the safe checkout process your details will be saved for your convenience and will be used next time (we do not store any credit cards details and do not share any information about any third party).
Creating an account will not only save you time next time you order (especially important when popular events go on sale – it could make the difference between getting tickets and missing out) but will also give you an access to all sorts of new features and exclusive content.

How do I create an Event First account?

Use this link to create an account or You can click on Sign up at the top right of the page at any time. All you need for your Event First account is an email address. The one-time password will be sent to your  Email.

I’ve forgotten my password, what do I do now?

Click Forgot Your Password?, enter your email address and we will send you an email containing a special link that, when clicked, will allow you to enter a new password for your account.

What do I do if I need to change my details?

It is not a problem. You can sign up and go to “my account” where you can update all your details.

Are you looking to make the tickets order?

Can I purchase tickets by phone?

Unfortunately we only sell tickets online.

How can I pay for my order?

We only take payments by credit or debit cards. We accept Visa, Delta, MasterCard, JCB, Electron, Switch and Solo cards. We regret that we do not accept American Express or Diners Club cards. We cannot accept payments by cash, cheque or postal order.

Can I purchase ticket(s) for my friend(s)?

Yes, you can. Please add all tickets you are looking at to your. Then go to edit your basket where you can assign each ticket to different person. Click on a link opposite every ticket “ASSIGN” and apply name and Email of your friend.

Where can I see your Terms and Conditions?

They are available to read in full on the final page of the booking process or in the footer of the website. If you wish to read them again, just click here.

If I am a disabled person what is the best way for me to make a booking?

The best way to book any special seating requirements is to call us on 02071938503 (between 9 am – 5 pm).
Many venues handle disabled bookings directly, as they need to talk to the customers to determine specific needs and therefore the best seating/allocation. If this is the case, we’ll usually be able to provide you with the venue’s direct phone number. For some venues, we can book accessible seats, but again, we prefer to speak to customers to ensure they are given the best options regarding their requirements.
For these reasons, most events are not set up to book disabled tickets online, for which we apologise. So please, give us a call and we’ll do what we can to help you.

Can I make a group booking?

You can buy limited amount of tickets (each event has it own policy) using our service. Each ticket can be assign to any person from the group.
What is the company name that will appear on my credit card statement?
Payments made to us will appear on your card statements as “Event First”.

How do I know if my booking has gone through?

Once you have successfully completed the booking and submitted your order, and successfully purchased it, you will get an email confirmation from us – please ensure that you enter your email address correctly when booking.
Your email confirmation will show details of your order including: show, date, venue, order number with the attached to the Email number of e-tickets and unique QR-codes.
Many email account providers offer a filter service to protect you from unwanted junk mail or ‘spam’. It is possible that your email confirmation from us has been mistakenly filtered by this service; so if you do not receive email confirmation from us within 24 hours (normally it does not take more then 1 hour), please check your Junk Mail and/or Deleted Files folders first. If you still cannot find your confirmation email, you can check the status of your order by logging into your Event First account.

How can I find out if tickets for an event are on sale?

It is the only way – to browse. All our events are listed in the event page. Also, the nearest events are always listed on the homepage so you will never miss them. If a show is not yet on sale, we may not have any information regarding dates/venues/prices confirmed. Nor can we confirm on-sale dates and times in advance.
To keep up with all the hot on sales and news you can sign up to our weekly newsletter or follow us on Facebook.

What is the booking fee £0.50 for?

This per-ticket booking fee is the income for Event First and this cost is permanent £0.50.This fee contributes to our service development which helps to pay for the technology, online customer service system improvement including that makes it possible to provide the most convenient – and safest – ticket buying options available.

What is the service charge for?

This is 3% service charge which helps to cover company running costs and other service charges.

Are payments secure on your site?

Yes they are. For security when booking, your payment details are transmitted using industry standard 128 bit SSL (secure socket layer) encryption. You’ll need to be using a browser compatible with SSL (most modern ones are). All payment process is being secured on SagePay payment servers (Meeting the standard as a Level 1 PCI DSS compliant Payment Service Provider).

Why do tickets sell out so quickly?

Unfortunately for some events, demand for tickets far outweighs the number we can supply. Tickets are sold to customers on a first-come first-served basis, and we do not operate a waiting list for cancellations.

Can I cancel my order if I change my mind?

Unfortunately not. Tickets purchased from Event First are strictly non-transferable and non-refundable. The only time we would offer a refund is if the event is cancelled, moved to another date, or if details of the event are significantly changed after an order is placed (significant changes being a change of headline act (concerts only) or venue).

Why is there a limit on the number of tickets I can buy?

Some shows have a limit on the number of tickets one customer/card-holder can purchase. These limits are set by promoters and organisers, not by Event First. If you attempt to purchase over the show limit using the same name, address or card number, Event First reserves the right to cancel your order at any time without notice. If you are only being allowed to purchase one ticket for a seated event, this indicates there may only be single seats available in the auditorium. If you do not wish to sit on your own, please do not book, as we will be unable to exchange your seat or offer you a refund.

Already ordered your tickets?

How do I get an order number?

You get your order number automatically as a part of the booking process. We’ll send you a confirmation email that will include a booking order number. You’ll need your order number if you want to check the status of your order, so keep it safe. Alternatively you can log in to your Event First account and check the status of your order or simply download your purchased tickets.

I haven’t received my confirmation email, what should I do?

If you don’t receive your confirmation email, please allow up to 24 hours for it to reach you at busy periods and also check it hasn’t gone into your junk mail folder.
If you still have trouble getting your confirmation email, you can check your order has gone through by logging into your Event First account and use the option download your tickets.

How can I print my tickets?

Please log in to your Event First account using your password and username. Then follow the link “My tickets”. Find button “print”opposite each ticket from left. Print your ticket(s)

I’ve lost my order number – what can I do?

Log into log into your Event First account – using login and password. Here you will be able to see your order number.

Can I cancel or change my booking?

We regret that we cannot exchange, refund, transfer or return tickets unless the event in question is cancelled or details of the event are significantly changed (for example venue, date etc.)

I can’t make the performance – can I exchange my tickets or get a refund?

Unfortunately not. Event First has a policy of no refunds or exchanges. The only exception is if the event is cancelled or rescheduled.

What happens if an event is cancelled or rescheduled?

As soon as an event is officially cancelled we’ll contact you via the contact details you gave us when you booked your tickets, and explain what will happen next. If a show is being rescheduled, you will be given a choice between attending the rescheduled event or getting your money back.

How do I contact Event First customer services?

Before you do that, are you sure you need to? Most of the questions our customer service people get asked are answered here or elsewhere on this site. However, if you do need to speak to our customer service people please do not hesitate to contact us.
To solve the payment issues only (payment faults, missing transactions etc.) please contact our technical support department.

I have not received my tickets.

After successful order the confirmation Email is being sent to Email address provided by you. We DO NOT attach your tickets to Email. Your tickets are normally stored in your Event First account where you can log in using your password (normally sent in second Email after your order complete) and your Email address as username. If you did not receive Email confirmation we recommend to check Junk Email box.
If you still cannot find it please contact Technical Support Department.

I’ve lost my tickets – what can I do?

It is not a problem.
You can always log in to your Event First account to download your purchased tickets again. If you have problems to log into your account please contact technical support department.

Where is my password?

You should receive password from your Event First account with registration Email.


Which payment methods do you accept?

We accept Visa, Delta, Mastercard, Maestro, Visa Electron, Discover and JCB cards. We regret that we do not accept American Express or Diners Club cards. We cannot accept payments by cash, cheque or postal order.

How do you securely store my card details?

We do not keep any of your card information on our servers or in our offices to maximise your security.
However all transactions are processed on secure server (SagePay) over 128 bit SSL which encrypts your credit and debit card information.
All card information is stored by our merchant system SagePay at their secure data centre.

How do Event First work to combat identity fraud?

Event First are focused on protecting our customers from ID and card fraud.
We are a member of Visa and MasterCard’s 3D secure payments scheme where the customer may be asked to verify their identity directly with their bank as a part of the online order process.
In a small number of cases we may contact you to request additional ID before activating your e-tickets.

E-tickets (barcode tickets)

How E-tciket can be used?

You can use your e-ticket whenever you have made a booking online for any of the available events.
If you have booked more than one ticket and some members of your party do not intend to come to the event together, you need to pass them their tickets earlier so they can use it separately. Remember each e-ticket has it own unique barcode and can only be scanned once.

How do I print my e-ticket?

You can find the link to print each E-tickets in your E-mail order confirmation. You should use the same route you would normally use to print from your computer. This can normally be found under “file” in your email or web browser navigation. We recommend that you print a copy of the booking confirmation email we will send you. However if this is not possible, you can print off the booking confirmation page when making the booking online. Alternatively you can take a picture of your e-ticket from your computer screen using your smart phone.

How do I display the e-ticket on my phone?

You can display the e-ticket on your phone by opening up the email booking confirmation we sent you. Please have this ready before you reach the guest service point. Our staff will scan the barcode displayed on your screen, and you may need to scroll down the text.
Also you can display your e-ticket photo taken from your computer screen.

Can I refund my tickets?

Unfortunately not. Tickets purchased from Event First are strictly non-transferable and non-refundable. The only time we would offer a refund is if the event is cancelled, moved to another date, or if details of the event are significantly changed after an order is placed (significant changes being a change of headline act (concerts only) or venue).

Box office collection

Box Office Collection means that you can pick your tickets up in person when you arrive for the event.

When will my tickets be ready to collect?

Each venue is different – some may not be open until an hour before the event starts, while others may be open during regular business hours every day. As a general rule, unless we tell you otherwise, tickets will only be available to collect on the day of the event itself from when the doors open.

What should I take to collect my tickets?

Usually, you’ll just need to take the credit card that you used to book the tickets, along with your booking reference number – you may also be asked to sign for them. Sometimes you may need to take photo ID, like a driving license or passport, but we’ll always be sure to let you know before booking if that’s the case.

The box office will only release tickets if the name on the ID or credit card match the details on the booking.

Can a friend collect my tickets?

If your tickets are on box office collection, generally only the cardholder can pick them up. If you’re not planning on going to the event yourself please contact us.

Then whoever you’ve given the tickets to can just show it at the box office along with their ID and they’ll get the tickets without a problem.

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