Home

FAQ

Contact Us

  1. How can I contact axs?

    By Email:
    Send Mail

    By Phone
    US and Canada
    1-888-9-AXS-TIX (888-929-7849)
    Outside the US and Canada
    1 (678) 718-1037

    By Mail
    axs
    800 W. Olympic Blvd, Suite 305
    Los Angeles, CA 90015

    Guest Services Team Hours:
    Monday - Friday 8am eastern/5am pacific - 12am eastern/9pm pacific
    Saturday - 8am eastern/5am pacific - 7pm eastern/4pm pacific
    Sunday - 9am eastern/6am pacific- 6pm eastern/3pm pacific

How do I use axs.com?

  1. How do I use axs.com?

    You may use axs in a myriad of ways. There is a navigation menu at the top of the home page to search via type of event : music, sports, arts & family or festivals. You can also type in an artist, sport, team, event or venue name in the BIG WHITE SEARCH BAR at the top of the home page. Check this out...axs will attempt to figure out your location based on your IP address ( Pretty cool, huh?).

    Now, sometimes due to a bunch of "geeky" internet server related mush that we just won't go into…you may find that your locale displayed incorrectly. Should that happen you can set your location by clicking on the city appearing under the search bar. Enter your location and click GO to display all the events near that city/state will be displayed. This is another way that axs can be used. So feel free to use as you see fit and if you find out another, interesting way then let us know at feedback.

  2. Why can't I find an event on the website?

    We're getting there. If there's an event that you don't see and would like to view it on our site, contact us at feedback and we'll get it listed.

  3. How do I view all events in my area?

    EASY!!! You can set your location by clicking on the city appearing under the search bar at the top of the home page. Enter your location and click GO; all the events near that city/state will be displayed-BOOM! If you don't see something listed in your area, let us know at feedback .

  4. How do I purchase a ticket on axs.com?

    Now we're talkin'… Click on the pretty blue "Buy Tickets" button in the artist box for the show you're interested in and you will enter the purchase process. From there, just follow the numbered steps. When you see an event that has the nice orange "buy direct" flag, it means you are buying directly from axs. We provide links to the official ticketing sites for all other shows.

  5. How do I find out about upcoming events? (subscribe/unsubscribe)

    Welcome! You may sign up for email updates quickly and easily by the clicking on the email icon to the right of the BIG WHITE SEARCH bar at the top of the home page, or by clicking Get Email Updates at the bottom of the home page.

  6. Why can't I purchase some of my events on axs.com?

    At axs.com we want to provide you with a list chock-full of events happening in your area, but they won't all be axs ticketed events. You can buy directly from us when you see that nice orange "buy direct" flag. We will provide links to the official ticketing sites for all other shows.

  7. How do I find out if an event is sold out?

    Ya know those pretty blue "Buy Tickets" buttons I was talking about earlier? They turn into pretty red buttons that say "Sold Out" when tickets are no longer available.

  8. Do you allow us to create an AXS Account so we can save our billing information?

    The AXS system does not allow you to set up an account, however there is a “waiting room” that will open 30 minutes prior to the on-sale for each show where you will be able to pre-enter your billing information to save time during your purchase process. The system will also allow you to open multiple windows for each event you want to purchase and enter your billing information in each so that you can have multiple events ready to purchase for the on sale. Once the on-sale is open you will be prompted to begin the purchase process. Please note that opening multiple windows for the same event will not improve your chance to buy tickets for that show.

Ticket Delivery

  1. What do I do if I have not received my tickets in the mail?

    First, check your email confirmation to make sure that you did not select will-call for your delivery method. If you did not choose will call, let's check your spam or junk mail folder. If it's not there or in your inbox, please call our Guest Services Team at 888-929-7849. From time to time the United States Postal Service does lose mail. However, if you report that you did not receive your tickets, we will cancel your barcodes and issue new tickets, generally at will call.

  2. Can I get a refund if my tickets don't arrive in the mail?

    With proof of purchase, we can generally accommodate you to gain entry to the event. To make these arrangements, it's important that you contact us before the event. If you wait until after the event, we won't be able to help you.

  3. When were my tickets mailed out? How long does it take to receive them?

    Turn around time is usually within 48 hours of purchase. Tickets are mailed from Beverly Hills, CA so depending where you live it could take up to six days for you to receive them. Some tickets, like festivals or certain fan club purchases, are not mailed out within 48 hours. Your email confirmation will contain information as to when they will be sent out.

  4. I want my tickets sent via FedEx but I only have a PO Box?

    FedEx and UPS can only deliver to a physical street address. Please do not choose either of those delivery methods if you do not have a physical street address to ship the tickets.

  5. How can I check the status of my tickets to see if they have been shipped?

    If you need an update on the fly, give us a ring at 888-9AXSTIX (888-929-7849) or outside the US/Canada at 678-718-1037 for information on your mailing status.

  6. I put the wrong address on my order. How do I change the shipping address?

    If you realized you entered the wrong address within 48 hours of your purchase, call us immediately at 888-9AXSTIX (888-929-7849) or outside the US/Canada at 678-718-1037 and we'll update the information if the tickets haven't shipped yet. If the tickets have already been shipped, we recommend you contact us 48 hours prior to the event if you have still not received them to make will call arrangements. Please note that we will not resend any tickets by mail if they are returned to our office.

  7. I threw away my tickets for the show because I thought the envelope was junk mail. Can I have them replaced?

    No problem, give us a ring at 888-9AXSTIX (888-929-7849) or outside the US/Canada at 678-718-1037 and we'll have our Guest Services Team resend your confirmation email if it was an axs ticketed event. If you purchased your tickets from another ticketing company, we'll be happy to connect you to them.

  8. I did not receive my email confirmation. Can I have it resent?

    Again, no problem, give us a ring at 888-9AXSTIX (888-929-7849) or outside the US/Canada at 678-718-1037 and we'll have our Guest Services Team resend your confirmation email if it was an axs ticketed event. If you purchased your tickets from another ticketing company, we'll be happy to connect you to them.

  9. What is an Eticket?

    Different companies call it by different names. Our Eticket is just another option of will call delivery that works like this: 1) Tickets are sent directly to the email address that you provided during your transaction 2) All Etickets have a barcode on the ticket 3) Since the Eticket has that groovy little barcode ; it's your admission to the venue. So, just print your Eticket and bring it to the venue and "boom" you're in ...

  10. I just purchased my tickets for electronic delivery and submitted the wrong email address. What do I do?

    No problem, give us a ring at 888-9AXSTIX (888-929-7849) or outside the US/Canada at 678-718-1037 and we'll have our Guest Services Team resend your confirmation email to your correct email address if it was an axs ticketed event. If you purchased your tickets from another ticketing company, we'll be happy to connect you to them.

  11. How do I make sure I receive my e-tickets and notifications?

    Due to some email clients being more particular than others you may find that accidental Spam flaggings will occur. Below you will find detailed instructions on how to add an email address or domain to your safe-senders list. It is important for you to make sure that guestservices@boxoffice.axs.com is on your safe-senders list. If it is not you may experience a delay in receiving tickets, important notifications about events, changes to events, etc. We don't want you to be inconvenienced in any way so please read the information below:

    *It is suggested to perform the instructions given in the Helpful Tips to make sure future messages will not be mistakenly marked as Spam.

    Gmail Whitelisting Instructions

    • Select “Contacts” from the Gmail dropdown (top left, under Google logo)
    • Click “New Contact”
    • In the email address box, type guestservices@boxoffice.axs.com
    • Click “Add to my contacts”
    Helpful Tip: When in your Spam folder, check the box next to any email and click 'Not Spam' to direct the selected, and future emails from the email address to your Inbox.

    Yahoo Whitelisting Instructions

    • Select “Contacts” tab from the top left of your screen
    • Click “New Contact” button (top left)
    • In the email address box, type guestservices@boxoffice.axs.com
    • Click “Save” button
    Helpful Tip: When in your Spam folder, check the box next to any email and click 'Not Spam' to direct the selected, and future emails from the email address to your Inbox.

    Hotmail / MSN / Live Whitelisting Instructions

    • Open your mailbox and click Options -> More Options (upper right hand corner)
    • Click the Safe and blocked senders link in the Preventing junk email section (top right of page)
    • Select the Safe Senders link
    • Type guestservices@boxoffice.axs.com in the email field
    • Click the Add to list button
    Helpful Tip: When in your Junk folder, check the box next to any email and click 'Not Junk' to direct the selected, and future emails from the email address to your Inbox.

    Outlook Whitelisting Instructions

    • Right click any email in your Inbox or Junk E-mail folders
    • Hover the mouse over Junk E-mail
    • Select Add Sender to Safe Senders list
    • Click OK
    Helpful Tip: When in your Spam folder, check the box next to any email and click 'Not Spam' to direct the selected, and future emails from the email address to your Inbox.

    AOL [America Online] Whitelisting Instructions

    • Select “Contacts” from left toolbar
    • Select “New Contact” from the top toolbar
    • Add “AXS” as the nickname (can name this whatever you want)
    • Add guestservices@boxoffice.axs.com as email 1
    • Click “Add Contact”
    Helpful Tip: When in your Spam folder, check the box next to any email and click 'Not Spam' to direct the selected, and future emails from the email address to your Inbox.

    Earthlink.net Whitelisting Instructions

    • Select “Address Book” from toolbar (top of the screen)
    • Select “New Contact”
    • Add guestservices@boxoffice.axs.com as the email account under “Contact Information"
    • Click “Save”
    Helpful Tip: When in your Suspect Email folder, check the box next to any email and click ‘Move to Inbox and Add Contact’ to direct the selected, and future emails from the email address to your Inbox.

Box Office and Will Call

  1. What is will call?

    That's another method of delivery which simply means that you'll be picking up your tickets at the box office on the day or night of the event. . If you have selected this type of delivery , don't forget to bring to the box office your government issued photo ID and the credit card that you used to purchase the tickets so you can pick up your tickets without any delay.

  2. Where is will call?

    Usually you'll find will call located near or at the box office of the venue where the event is being held. However, it's always a good idea to check the venue website for more info on the location of their will call.

  3. How do I arrange to have someone else pick up my tickets?

    You'll need to contact the venue box office to make those arrangements.

  4. When does will call open?

    Check with the venue box office for the times that will call is available for pick up.

  5. I have a friend’s ticket that I need to leave at will call, is that ok?

    Sometimes "secondary will call" is allowed. Please check with the venue box office for this type of request.

  6. What is the latest time I can pick up tickets at will call? 

    Please check with the venue box office for this type of request.

  7. I have a Ticketmaster ticket for an event taking place at one of your axs.com venues, is my ticket still valid for entry?

    That's ok… all tickets purchased for that event will be honored at the venue. However, if you have additional questions feel free to contact the venue box office.

Show Cancellations / Postponements / Rescheduling

  1. It's raining/snowing outside and I no longer want to attend the show. Can I get a refund?

    Events for outdoor venues are sold "rain or shine". Therefore, we can't refund your purchase if you decide not to attend the event.

  2. How do I cancel my order?

    All sales are final and there are no refunds or exchanges.

  3. I was relocated from my original seat location. I demand a refund.

    Please contact the venue for more information on why you were relocated or call our Guest Services Team at 888-9AXSTIX (888-929-7849) or outside the US/Canada at 678-718-1037 and someone will help point you in the right direction.

General Questions

  1. What does face value mean?

    Glad you asked…face value is the price of the ticket before any service charges or additional fees are added.

  2. What are service fees?

    They generally cover the cost of printing tickets, postage, envelopes, hard delivery costs, merchant fees and maintaining the Guest Services Team.

  3. The tickets that I ordered are not the same ones that I was sent.

    What??? Please contact support@axs.com ASAP and we'll get to the bottom of this.

  4. Is my credit card and personal information safe to give on line?

    axs.com is a secured site and you can be sure that ALL of your personal information is safe and secure.

  5. What do you do with the personal information that you collect from me?

    Your personal information is simply used to verify your credit card. If you registered, you may also receive information on future shows in your area. You are free to unsubscribe anytime.

  6. Is it safe to purchase tickets thru Craig's List, eBay or another reseller?

    We can only guarantee that tickets purchased directly from axs.com, the venue box office or the official venue website are valid. We cannot and will not guarantee that any kind of ticket purchased from an unauthorized vendor or other source is valid. That ticket might be lost, stolen or counterfeit, and if so, are VOID.

  7. I have general admission tickets. Are there seats for this show?

    GA does not stand for Georgia in this case. GA or general admission means that there are no guaranteed seat locations, just admission to the event. General admission can either be seated or standing depending on the venue and show.

  8. Can I change the method of payment on my account?

    We cannot change the method of payment once your order has been processed.

  9. Can I exchange my seats for better ones if they become available?

    Typically all tickets have a no refund, no exchange policy. We recommend you check with the venue box office to see if any exceptions can be made.

  10. Do I need to use an American Express card for the American Express pre-sale?

    Yep, an American Express is required to participate in an American Express pre-sale.

  11. How do I find out about getting the password for the pre-sale?

    For information on upcoming shows including special presale offers and more, get email updates.

  12. Do you have gift cards available for purchase?

    At this time we do not offer gift cards.

  13. Where can I find a seating chart? 

    For axs ticketed events, seating charts are available to view as soon as click on the pretty blue "Buy Tickets" button.

  14. How do I get directions to the show?

    Best place to find that info is the venue's website.

  15. Can I pre-purchase parking?  How much is parking?  Where can I park?

    Please check the venue website for this information.

  16. Can I bring a camera? a video camera?  I have an SLR camera? 

    Please check the venue website for this information.

  17. How/where do I submit a press request?

    Please check the venue website for this information.

ADA Special Needs Requests

  1. How do I purchase Accessible Seat tickets?

    Accessible Seat tickets are available for every axs ticketed event through the normal purchase process. axs ticketed events are noted with that nice orange “buy direct” flag. We include links to official sites for non-axs events, you'll need to contact them directly for their ADA policies.

Rentals

  1. How do I go about renting the venue?

    Please contact the venue box office.

axs Premium

  1. What is axs Premium?

    axs Premium is Your Source for Great Seats. Fans can purchase tickets to their favorite events (at a true market value), without running the risk of purchasing tickets in the secondary market which may be considered lost, stolen or counterfeit. With axs Premium, you’re buying tickets directly from the primary ticketing provider so your purchase is always guaranteed.

  2. What is the total price per ticket?

    With axs Premium, the price you see listed is the price you pay. In some instances (due to local laws or regulations) certain fees associated with your purchase may be presented separately in the check-out process.

  3. How do I get my tickets once I complete my purchase?

    axs Premium Tickets are delivered just like any other tickets sold by axs.com. Please refer to Ticket Delivery in FAQs for more information.

  4. Are axs Premium tickets sold for every event?

    axs Premium tickets are not available for all events. New events are added all the time, so check back often.