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I purchased a ticket from unauthorised 3rd party (Viagogo/Tixel) - What do I do?

Tickets purchased from these sites are not verified as legitimate despite the marketing surrounding them by these companies.

We recommend only purchasing tickets from INTIX, the event organiser, or a resale platform specifically authorised by the event organiser.

Avoid purchasing tickets from unauthorised third-party websites, social media, marketplaces or individuals unless the event organiser has confirmed that the platform is an authorised resale channel.

Examples of platforms where tickets may be offered for resale include Viagogo, Tixel, Gumtree, Facebook Marketplace and eBay. The fact that a ticket is advertised on one of these platforms does not mean the ticket has been verified or that the platform is authorised for a particular event.

Tickets purchased through an unauthorised reseller may:

  • Be fraudulent, duplicated or already used
  • Be for a different seat or ticket type than advertised
  • Be subject to restrictions that prevent transfer or entry
  • Be cancelled by the event organiser where permitted by the event's terms and applicable law
  • Not be accepted at the venue
  • Be difficult or impossible to refund if something goes wrong

For the best protection, purchase tickets directly through the official event ticketing link or use the event organiser's authorised resale facility.

What if you accidentally purchased a ticket from an unauthorised reseller?

If you have purchased a ticket from an unauthorised reseller, we recommend:

  1. Contact the reseller immediately and ask them to confirm that the ticket is genuine, transferable and valid for entry.
  2. Check the event organiser's terms and conditions to see whether tickets purchased through third parties can be transferred or accepted.
  3. Contact the official ticketing provider or event organiser if you are unsure whether the ticket can be used.
  4. If you are concerned that the ticket may be fraudulent or invalid, consider purchasing a ticket through the official ticketing channel before the event, if tickets are still available.

Please be aware that purchasing another ticket does not automatically guarantee that you will recover the money paid to the unauthorised reseller.

Recovering money paid to an unauthorised reseller

If you have been unable to resolve the issue directly with the reseller, you may be able to contact your bank or card provider to ask about a chargeback or transaction dispute.

A chargeback is a process through which a cardholder asks their financial institution to investigate and potentially reverse a card transaction. Whether a chargeback is available, and whether it will be successful, depends on the circumstances of the transaction, the payment method, the card provider's rules and the evidence available.

A chargeback is not guaranteed simply because a ticket was purchased from a third-party website.

When contacting your bank or card provider, keep copies of:

  • Your order confirmation
  • The ticket and ticket details
  • Screenshots of the original advertisement
  • Emails or messages with the reseller
  • Any correspondence with the event organiser or official ticketing provider
  • Evidence that the ticket was invalid, fraudulent, cancelled or otherwise could not be used

Your bank or card provider can explain the dispute process that applies to your transaction.

Important

Ticket resale laws and consumer protections vary by country, state, territory and event. The information above is general guidance and should not be treated as legal advice.

The safest way to purchase a ticket is through the official event website, INTIX, or a resale platform specifically authorised by the event organiser.