General Questions:
How do I contact Customer Service? In order to receive the quickest response to your customer service needs, we recommend emailing trenttomlinson@bubbleup.net. One of our Customer Service Representatives will respond to your email in the timeliest manner possible.
What can I do if I’m getting an error when trying to access the page?
- Try refreshing your browser.
- Close the browser and open a new one.
Use a different Internet browser.
What should I do if I lose my username/password? Click "Forgot Username/Password?" on the account login screen. Enter the email address you used to set up your account. Your username and password will then be emailed to you.
Will there be more tickets available for this show at a later date? As availability is subject to change, please check back often. Otherwise, refer to the ticket pre-sales information on the band/venue's Web site for additional ticket outlets.
If I place two orders, can my seats be placed together? Seat locations are assigned on a first-come first-served basis. We cannot guarantee that separate orders will be located next to each other.
Can I purchase Taper Tickets? If they are available, we will be allotted a limited number of Taper Tickets. If a band or venue is offering Taper Tickets, there will be a specific notification on the ticketing site. We cannot guarantee that your request will be filled.
What forms of payment do you accept? We accept Visa, MasterCard, and American Express.
Can I add more tickets to my order? No. All orders are final. If you need to buy more tickets, you will have to place a separate order.
Ticket Delivery
When can I expect my tickets to be delivered? We typically ship tickets 2 weeks prior to the show date. If you have not received your tickets one week prior to the show date, please contact our Customer Service department at tickets@bubbleup.net. We send tickets via 2-3 day express delivery. On the day your tickets ship out, you will receive email notification with your tracking number.
Can my tickets be sent through the regular mailing service? Depending on the event and its location, we will offer as many shipping methods as possible.
What if nobody is there to receive the package? If the package is undeliverable, your tickets will be returned to us, at which point we will resend them for an additional shipping fee.
How can I track my package? If tracking is available through your chosen shipping method, we will send you an email with the tracking number and a link to your carrier’s website when your tickets are shipped.
What if I need to change my shipping address? We are able to change your shipping address as long as your tickets have not already been shipped. Please email tickets@bubbleup.net to request an address change.
Where should I send my tickets? We recommend sending your tickets to your place of business if you work during the day. Please remember that we cannot deliver to P.O. boxes. Our carrier guarantees delivery to a business by 4:30 P.M. and to a residence by 7:00 P.M, so please keep this information in mind when choosing your shipping address.
Why do we offer 2-Day Air? Due to the value of these tickets, and the critical nature of prompt delivery, we use services that allow both the customer and the company to track the package until it is in your hands. If you choose one of these options, we will email your tracking number, a link to the carrier’s website and specific delivery date when your tickets are shipped.
Questions about Will Call
What documents will I need to pick up my tickets? All Will Call tickets will be in the name used to place the order. This person must provide photo identification, the credit card that the tickets were purchased with, and a printout of the confirmation email.
When can I pick up my tickets? You should contact the venue directly to confirm the Will Call pickup times. Most venues designate one hour before show time as the standard time to pick up Will Call tickets.
Can somebody else pick up my tickets at Will Call? No. Will Call tickets must be picked up by the person whose name is used to place the order.
What if the credit card I used to purchase tickets was not my card? Always be sure to bring your confirmation email and photo ID to claim your tickets at Will Call. If you are unable to bring the actual credit card used to purchase the tickets, you may use the last 4 digits of the card to reference your order.
Can I change the pick-up name on my Will Call order? In cases of emergency that require someone else picking up your tickets at Will Call, you must contact our Customer Service Department at tickets@bubbleup.net at least one week prior to the show date. The person picking up tickets must have the original email confirmation for the ticket order and the credit card used to purchase the tickets to gain admittance.
Ticketing Problems
My tickets have not arrived yet. Where are they? By our standard delivery procedure, we send your tickets out approximately two weeks before the event, depending on the artist and/or venue. If you have not received your tickets one week prior to the event date, please contact tickets@bubbleup.net and we will resolve this matter for you.
What should I do if I received the wrong tickets? If you received tickets either for the wrong show or that are different from the ones assigned to you, please contact our Customer Service department immediately at tickets@bubbluep.net so that we may resolve this problem.
How do I cancel my order? This ticketing site has an "all sales are final" policy. If the show is canceled or rescheduled for a date that you are unable to attend, you are eligible to receive a refund for the face value of the tickets.
What happens if the event is canceled or rescheduled? If the event is canceled or rescheduled, or the venue is closed for any reason, you will be updated via email as soon as information becomes available. We will send this email notification to the address you provided in the ordering process (you must provide a valid email address with your order). Before traveling to the show, please confirm the event with the venue. If the show is canceled, you will receive a full refund for the face value of the ticket(s).
Why won't my order process? The most common error occurs when entering billing and shipping information. Make sure there are no spaces and/or dashes when entering your credit card information. If you still unable to place your order, please copy the error you are experiencing and email it to tickets@bubbleup.net.
What if I have moved since placing my order? Because we send your ticket order out approximately two weeks prior to the event, you must contact us before then in order to have your delivery address changed. If you contact us after your package has left our facility, we can re-route the package for an additional fee that will be charged to your account.
What if my tickets were lost or stolen? We cannot replace tickets that are lost or stolen after they have been delivered to you. Please be certain to keep your tickets in a secure place once you have received them.
What level encryption does our Web ticketing support? We support 128-bit encryption and higher. To check what encryption your browser supports, click on "Help" and then "About" in the navigation bar of your browser. A window will pop up indicating the encryption level supported. If your browser supports an encryption level lower than 128-bit, you'll need to upgrade your browser (most allow you to upgrade for free). Microsoft Internet Explorer users can upgrade to the latest version for free by clicking on the following Web site: http://www.microsoft.com/windows/ie/downloads/critical/ie6sp1/default.asp
A Word Abour Spam and Bulk Mail Filters
AOL AOL offers anti-spam services that put spam in a designated folder. Users can block specific emails by using keywords and URLs. If an email is thought to fit the description of spam using these keywords, it will be placed in a separate Spam folder. AOL customers with newer versions of the software can view the contents of their Spam folder. AOL 8 also has many options for blocking SPAM. Options range from blocking email from anyone without an AOL account to blocking all email except that which comes from addresses on a specific user-created list. If you choose strict email blocking options and a legitimate email is sent from an unexpected source, it may be blocked. For a tutorial on AOL 8 Spam blocking options, please visit http://spam.getnetwise.org/tools/aol8/
Excite Messages can be recognized by Excite as unsolicited or commercial in nature and will be delivered to a designated folder instead of your Inbox with one simple step. Go into the Bulk Mail Folder and click "Enable" towards the top of the page. The Bulk Mail Folder will then be periodically emptied by the system. It is possible that some legitimate email will be put into the Bulk Mail folder if it is enabled, so check there often to avoid losing important messages. If a vital email is sent to the Bulk Mail Folder and winds up on the Block List, click "Remove" so emails from this address will be sent to your Inbox in the future.
Earthlink uses Spaminator Software.
What happens if Spaminator stops a legitimate email?
If the message was mistakenly classified as spam, you can send it back to your email account. To do so, click the radio button next to "Resend: Send this message to my email account." Then click "Send."
How do I read email caught in spam storage?
1. Click on the underlined subject of any email message. This will take you to a page that displays the email in full.
2. After you have read the message, you will be able to Delete Now (this permanently deletes the message) or Redirect (this sends the message to your email account and/or to the Spaminator to determine why it was mistakenly classified as spam).
How do I turn off Spaminator? Go to http://spaminator.earthlink.net.
In the EarthLink Email Address field, type your entire EarthLink email address. In the Earthlink Password field, type your password. Click "Login" then "Turn Off Spaminator."
Bottom Line: Check your Excite Spam Folder regularly. If you find a message that is not spam, send it to the Spaminator so the system will recognize that valid address. If problems persist, turn off Spaminator when expecting potential bulk email.
Hotmail uses a Junk Mail Filter that examines incoming messages and automatically sends email it has identified as spam to your Junk Mail folder. You can choose from the different levels of protection spelled out below. Email sent to your Junk Mail folder is automatically deleted after a specified number of days. If you use the Junk Mail Deletion options, you can choose to have messages deleted as soon as they are sent to the Junk Mail folder. To set up the Junk Mail Filter, click "Options" and then "Junk Mail Filter" under Mail Handling. You can decide from among the following levels of protection:
Default - This is the basic setting and is always turned on. Your Inbox will be protected on a minimal level. Generally, emails from BubbleUp make it to the Inbox when Hotmail is on this setting. Despite the low protection level, it is important to still monitor your junk mail folder.
Enhanced - This level should catch most junk mail. Check your Junk Mail folder every week to make sure there aren't any valid messages in the folder. If you see a message that should not be in your Junk Mail folder, click "This is not Junk Mail" to avoid having email from the same source classified as junk in the future.
Exclusive - This setting is the best way to ensure that you receive no junk mail. You will only receive email from people or groups in your Contacts or on your Safe List; all other email will be sent to your Junk Mail folder (exceptions are MSN Hotmail WebCourier subscription newsletters and MSN Hotmail Member Letters). If you set your Junk Mail Filter to either Enhanced or Exclusive, you can choose Junk Mail Deletion settings. On the Junk Mail Filter setting pages under "Choose what to do with your junk mail," choose "Delete junk mail immediately" or "Deliver to Junk Mail Folder and delete later," then click "Save Changes." If you choose to delete immediately, you may lose legitimate emails, such as confirmation emails from BubbleUp.
Netzero relies on its email customers to set up filters to stop unwanted email from reaching their Inbox. Users can configure the program to filter email as it is received. In order to do this, keywords need to be identified from unwanted emails. After this is done, Netzero will filter all mail that fits the criteria set up by the user into the Trash folder. If you choose to set up a Spam filter, check the Trash folder regularly to make sure it contains no legitimate email. Be extremely careful when you pick keywords because you may unknowingly filter out important and legitimate email.
Yahoo The Yahoo Mail system automatically filters the majority of incoming bulk or commercial email directly to your Bulk Mail folder. If you receive mail in your Bulk Mail folder that you would like in your Inbox, you can set up a filter to redirect the mail. You can find more information at http://help.yahoo.com/help/mail/manage/manage-06.html
Yahoo may occasionally send non-Spam to your Bulk Mail Folder so make sure you check this folder from time to time. After 30 days, messages in the Bulk Mail folder are subject to deletion, so check regularly.
If you believe a message delivered to your Bulk Mail Folder should have been delivered to your Inbox, please click on "This is not spam" in the message. The email will be automatically forwarded to a Yahoo Customer Care associate for careful review. If you don't want a Bulk Mail folder at all, you can turn off the service by doing the following:
Click "Mail Options" and choose "General Preferences." Under the Special Folders section, uncheck the box located next to "Redirect incoming unsolicited mail to the Bulk Mail folder." Don't forget to click "Save" before you leave the page.
Foreign Currency Issues
What happens if I purchase tickets in a currency different from my local currency? Tickets will be sold in the currency listed for the event. Credit cards companies typically convert foreign currency sales on a daily basis at the current market exchange ratio. Check your credit card company’s user agreement for their foreign currency exchange policy.
Why is the amount on my credit card statement different from the purchase price of the tickets on my confirmation? If your credit card currency is different from that in which the event is sold, your credit card company will convert the order total to the home currency of your credit card.
Is Value Added Tax (VAT) included in the order total? Yes, VAT is included in your purchase total.
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