Denied Entry Claims: Required Information

Overview

To properly review a denied entry claim, we require detailed information about the incident. Providing complete and accurate details helps us investigate efficiently and avoid delays.

If additional information is needed, you must contact your buyer to obtain it. Failure to provide sufficient detail may result in the claim being denied.

Note: If you have already provided some of the information below, you may ignore those items.

What We Need From You

Please gather and submit the following:

🧾 Sale Details

• Was this:
  • A web sale
  • An internal sale (to your client)
  • Resold to another marketplace/exchange
• If resold, specify which marketplace

🎟️ Ticket Details

• Were all seats denied entry, or only some?
• Provide:
  • Seat numbers
  • Ticket barcodes (if available)

⏱️ Scan Information

• What time were the tickets scanned at the venue?

📱 Ticket Format

How were the tickets presented at the entry?

• Printed tickets
• Account Manager
• Mobile digital wallet
• Digital wallet (no barcode visible)

🚪 Entry Information

• Which gate was used?
• Name of the gate attendant (if available)

⚠️ Error Message

• What error message appeared when the tickets were scanned?

🏟️ Box Office Visit

• Did the customer go to the Box Office after being denied entry?
  • Yes: What were they told?
  • No: Why not?

✅ Resolution Outcome

• Was entry eventually gained?
• If yes:
  • Were new tickets purchased?
  • Or were the original tickets used?

💵 Cost to Resolve

• What was your cost to resolve the issue?
• If applicable, include:
  • Proof of purchase for replacement tickets

Important

Incomplete or unclear information may delay the review process or result in the denial of the claim.