Losing a ticket -- or accidentally deleting the email that contained it -- can cause real panic, especially as the event date approaches. The good news is that in the age of digital ticketing, getting a replacement is usually possible. Here is how to request a duplicate ticket from your ticketing platform.
This guide covers general approaches. Always contact the specific platform you bought from for their process.
Digital tickets (e-tickets and QR codes)
If your ticket was delivered digitally -- as a QR code, PDF, or mobile ticket -- getting a replacement is usually straightforward:
- Log into your account -- Most platforms store your tickets in your account. Go to "My Orders" or "My Tickets" and you should be able to access and re-download them.
- Check your email -- Search your inbox (and spam folder) for the order confirmation. The ticket or a link to download it is usually in this email.
- Check your phone's wallet -- If you added the ticket to Apple Wallet or Google Wallet, it should still be there even if you deleted the email.
- Contact the platform -- If you cannot find your ticket through any of the above methods, contact customer service. They can usually resend the ticket to your email or reset your access.
Physical tickets (posted to you)
If your tickets were physical and have been lost, stolen, or damaged, the process is more complicated:
- Contact the platform immediately -- Tell them what happened. They may be able to void the original ticket and issue a new one.
- Expect a fee -- Some platforms charge a reissue fee for physical ticket replacements. This varies but is usually between £5 and £15.
- You may need to collect at the venue -- The platform may arrange for you to collect replacement tickets from the box office on the day of the event. Bring photo ID and your order confirmation.
- Report theft to the police -- If your tickets were stolen, get a crime reference number. Some platforms require this before issuing replacements.
Will-call / box office collection tickets
If your tickets were set for box office collection and you have lost your confirmation:
- The box office should have your order on file. Bring photo ID that matches the name on the booking.
- Contact the ticketing platform or venue in advance to confirm what you need to bring.
What if the platform cannot help?
In rare cases, a platform may claim they cannot reissue your ticket. This is unusual for digital tickets (since the ticket exists in their database) but can happen with physical tickets if the original has not been voided. In this situation:
- Contact the venue directly -- Explain your situation. Some venues will work with you if you can prove you purchased the ticket.
- Bring proof of purchase -- A bank statement showing the transaction, your order confirmation email, or any other evidence that you are the legitimate ticket holder.
Preventing ticket loss
A few simple steps can prevent this situation entirely:
- Add digital tickets to your phone's wallet app -- Apple Wallet and Google Wallet keep your tickets accessible even without internet.
- Screenshot your QR code -- Save it to your phone's camera roll as a backup.
- Star or flag the confirmation email -- So you can find it easily later.
- Save the PDF -- If your ticket was a PDF attachment, download it to your phone and a cloud storage service.
How Tickts handles this
On Tickts, your tickets are always accessible through your account. If you cannot find your original email, simply log in and your tickets are there. Our QR codes are linked to your account, so even if you lose your phone, you can access your tickets from any device by logging in. No need to panic, no need to call customer service -- your tickets are always available.
Summary
Losing a ticket is stressful but usually fixable. For digital tickets, check your account, email, and phone wallet first. For physical tickets, contact the platform as soon as possible. Keep proof of purchase handy and do not wait until the day of the event to sort it out. A few preventative steps -- like adding tickets to your wallet app -- can save a lot of last-minute stress.
