Receiving the Tickets

When will I receive my tickets?

Depending on the type of your ticket, you may receive them immediately after completing your purchase or as late as the day of the event, which usually happens with tickets that are in high demand. We understand that this could be inconvenient, but we guarantee that your tickets will arrive in time for you to get admitted to the event without a problem.

Do I have to print my tickets?

If your tickets look like the example below, you do not have to print them. Simply bring them along on your smartphone.

QR code ticket example

If your tickets look more like the following example, we recommend that you print them.

PDF ticket example

Where can I print my tickets if I am already at my destination?

If you have received tickets as a PDF while you are already on the road, don't worry. Usually, the hotel staff can print your tickets for you, but if you would like to print your tickets yourself, all you have to do is find a printing services office near the event venue or the place where you stay. There are dozens of such locations in any city. In any event, if you ever have any problem, do not hesitate to reach out to us, and our representative will help you find the best way to print your tickets.

I still have questions. What can I do?

Our representatives would be delighted to help you at any time via our email address [email protected]


What is the cancellation policy?

Unfortunately, our tickets cannot be canceled because vendors do not allow cancellations. Still, if there is a problem, please write to us at [email protected], and our representative will review your specific situation.

Postponements and changes in the date of the event

If the event is postponed or the date is changed, your tickets will be valid for the new date. In these cases the cancellation of the tickets is not possible, since the organizers of the event consider that the event will take place.

Cancellation of the event

If the event is cancelled you will receive a full refund for the amount you payed for the tickets. If your event has been cancelled, please send an email to [email protected] and we will be happy to help you. Please, keep in mind that the refund may not be immediate after the cancellation of the event, since it will be issued by international providers. You will receive your refund once Hellotickets has received the corresponding amount from the provider of the cancelled event.

In the event that the cancellation of the event is due to a cause of force majeure not directly attributable to Hellotickets, Hellotickets reserves the right not to refund the fees and extra costs specified at the time of payment.

Types of Tickets

In what format are the tickets sent?

You can receive different types of tickets depending on the vendor and the type of event. Please carefully examine the ticket and read the purchase confirmation email to understand what type of tickets you have and whether or not they need to be printed.

PDF tickets

Sometimes, you will be emailed a simple PDF file, which you will need to print in order to access your event.

Mobile phone tickets

With mobile phone tickets, you simply need to have them on your smartphone. You will receive an email with a QR code; just download and enjoy!


Sometimes, when you complete your purchase, you will receive a code that you can redeem for your tickets at the box office on the day of the event. In this case, it is important that you bring an id that you used to purchase the tickets, so they can be issued to you.

Reservation Process

How do reservations work?

The best thing about Hellotickets is that everything is very easy to use, so you don't have to spend a lot of time in front of the screen to get your tickets. Simply search for the date, a city, or a specific event, and pick the price that best suits your budget. We will then ask you a few questions, and you will proceed to check-out, where you will enter your credit card information and see your purchase summary (please examine it carefully to make sure there are no surprises!).

When will I receive a confirmation email?

As soon as you make your reservation, please check your inbox to make sure you have received an email from us containing your purchase details and instructions on receiving your tickets. That email is proof that everything have worked correctly, so you can rest assured that your purchase is complete.

I don't see the confirmation email

If you still have not received your confirmation email after a few minutes, please check your Junk or Spam email folder. If the message is not there either, please write to us at [email protected], so we can help.

Is my payment secure?

We work with a payment platform that guarantees complete safety and security of your payment.

Why is the price I see at the check-out different from the one I saw earlier?

The initial price that you see on the screen does not include our service fee, which is shown once you proceed to the payment screen. We connect you with dozens of vendors in different countries and work hard to ensure that you have the best experience possible before, during, and after purchase, and all the way to the doors of the venue. This commission is what we receive for our work. We appreciate your putting your trust in us!

Why is the price printed on the ticket different from the price I paid?

The prices are set by the vendors of the tickets, and Hellotickets is unable to alter prices marked by them. Because of this, depending on the demand for a particular event, a vendor may change what they charge.

About My Purchase

Until what age are children admitted free?

It depends on a particular event. If you have a question, please write directly to [email protected] to learn the details.

Are the tickets together?

When you buy tickets during the same transaction, we always ensure that they are together.

Why does someone else's name appear on my tickets?

Some tickets for sporting events come from holders of season tickets who are unable to attend a certain event and put their tickets up for sale. This is why a subscription holder's name may appear on the tickets. This is completely normal and should not alarm you, as you will not have a problem getting admitted to the event.

We are a large group. What should we do to buy our tickets?

If you are traveling in a large group, please write to us at [email protected]. We will be happy to help you secure the best tickets.