MOSHTIX FREQUENTLY ASKED QUESTIONS
Can I book my tickets online from outside of Australia?
Due to anti-fraud measures implemented by moshtix, not all international customers are able to book online. If this occurs, we recommend you book over the phone on +61 2 9288 7274 (between 9am - 7pm Australian EST/DST Mon-Fri & 9am-5pm Sat/Sun AUS EST/DST).
Can I refund my ticket?
Tickets are not exchangeable or refundable except in certain circumstances where required by law as stated in the Terms and Conditions of purchase. Moshtix cannot offer you a refund if you can no longer attend an event, however you may give your tickets to another person to use. Please see the re-issue section for more information.
What should I do if my event is cancelled?
If you purchased your ticket online or over the phone through moshtix your ticket will be automatically refunded back to your credit card/debit card/PayPal account. In most circumstances this occurs within 5-7 business days of the event cancellation.
If you purchased your ticket from a Moshtix retail outlet you will need to return to the outlet with your ticket to receive your refund.
How can I book tickets for multiple events?
You can only book one event in a single transaction. Once you have finished booking for one event and have reached a 'Confirmation of Order' page, please click the 'Home' icon on the top left hand side of the page and commence your next booking.
For general enquiries regarding my ticket insurance, who should I contact?
For general enquiries and claims relating to your ticket insurance contact, please call 1300 725 154.
Where can I find a copy of the Product Disclosure Statement for Ticket Insurance?
Click here to download a copy
I have two tickets under my name; will the other person attending still be able to get in using one of my tickets?
If your friend will be entering the event with you, they can use the ticket in your name. If your friend is not arriving with you, you will need to re-issue the ticket into their name. You will need the full name and DOB of the person who will be attending the event and credit card details to pay the re-issue fee which is charged per ticket.
I have multiple tickets under my name, my group is now arriving separately; what do I do?
In this instance you will need to separate your group booking by re-issuing the tickets into individual names. To re-issue your tickets over the phone please call moshtix on 1300 GET TIX (438 849). Please note you will need the details of the credit card that the tickets were originally purchased with and the new attendee details, including full name and date of birth.
To re-issue your ticket/s online you will need to log into the moshtix account that purchased the tickets. If you have forgotten your password please click on the forgotten password link and it will be sent to the mobile number or email address registered with moshtix. Once you have logged into your account click the 'view all bookings' link on the right hand side. You will then see the option to re-issue your tickets, follow the prompts and enter the new attendee's details. Once the transaction has been approved the re-issued tickets will be sent to the email your account is registered with.
I purchased tickets off of someone and now I can't attend, what can I do?
Depending on the Terms and Conditions of sale agreed to by the original ticket purchaser you may be able to re-issue the ticket once more. ONLY the original purchaser can re-issue the tickets, they will need to do this on your behalf by following the prompts outlined in the 'how to re-issue' section.
I can't get in contact with the original purchaser and I need to change the ticket name, what can I do?
Sorry guys! Due to laws relating to credit cards/account privacy, ONLY the original purchaser can re-issue the ticket/s. Re-issue attempts by anyone other than the original credit card holder will not be entered into.
I am under 18, can I go to an 18 + event so long as I have a parent/guardian with me?
No. Due to venue licensing restrictions if an event listed as 18+, it is strictly require that all patrons attending are aged 18+ and are carrying a valid form of Photo ID.
My tickets aren't under my moshtix account?
Please check that you are logging into the same moshtix account tickets were booked under, and ensure the email address is spelt correctly. Email firstname.lastname@example.org if you are unsure.
If you purchased your ticket at an outlet, your booking will not be under your moshtix account, you will need to call moshtix on 1300 GET TIX (438 849) or email Ticket Support (email@example.com) for any enquiries regarding your booking.
I purchased my tickets from an outlet and need to change the name, what do I do?
If you purchased your ticket at an outlet, your booking will not be under your moshtix account, you will need to call moshtix on 1300 GET TIX (438 849) or email Ticket Support (firstname.lastname@example.org) for any ticket adjustments or enquiries regarding your booking.
I need to re-issue a ticket but it is less than 48 hours before an event, what can I do?
As per the Terms and Conditions of purchase at the time of the booking, re-issues must be completed 48 hours prior to the event start time. No refunds, exchanges or cancellations will be entered into if re-issues are not completed within the time frame. If it is within 48 of the event you planned to attend and you can no longer make it, please contact moshtix on 1300 GET TIX (438 849) for further assistance.
I purchased a ticket off a buying website; can I check if it is valid or re-issue it?
Moshtix does not support any purchasing or selling of tickets via third party websites or bidding sites. It is at your own risk that you use these types of websites and we do not take responsibility for any issues that may arise from using these facilities. Moshtix recommends that you always purchase your tickets from authorised sellers and resellers.
What is 3D secure?
3D Secure is a security option you set up with your bank to ensure only you are using your credit card online. It requires you to put in a pre-defined password for your card in order to put payment through. If you are not familiar with this process you may need to contact your bank regarding this matter. Otherwise we can book the tickets for you over the phone but there is an additional $2.50 booking fee per ticket for phone bookings.
Why can't I enter the 'Security Word' using my Smartphone/Tablet?
Security words are case sensitive, when attempting to enter the security word using an Smartphone/Tablet on our website you will need to ensure the first letter is lower case (if you have changed from upper to lowercase on your iPhone/iPad you will need to ensure you also press 'backspace' so there is no gap before the cursor).
What should I do if I cannot open the PDF attachments or cannot print tickets?
To open the PDF tickets attached in the confirmation of purchase email you will need to the latest version of Adobe Acrobat Reader installed on your computer. In the event that you do not have this program installed, please CLICKHERE to download and install this program.
If you have Adobe installed, please ensure you have checked your internet security settings and that any prohibitive firewalls are disenabled.
If you are still having trouble opening or printing tickets, please contact moshtix on 1300 GET TIX (438 849) and a customer service will be able to provide you with further assistance.
I have made a last minute ticket purchase but cannot print my tickets, will I still be able to attend the event?
If you have purchased tickets last minute and don't have access to a printer, you can display your PDF ticket/s on your Smartphone/Tablet via your moshtix account upon arrival at the venue. Alternatively, you may also collect your tickets using valid photo ID and the credit card the tickets were purchased with.
What should I do if I haven't received a confirmation email?
If you entered your payment details and clicked the 'Purchase Tickets' button but did not receive a confirmation screen and email containing your tickets, please contact moshtix prior to attempting to book again. Purchasing again may result in a double booking and conditions of sale may apply.
If you were redirected to a confirmation page at the time you processed your booking, but did not receive a confirmation email please follow the steps below:
1. Log into your account and confirm that your email address is spelt correctly.
2. Checked your junk mail folder in your email account.
3. Make sure email@example.com is an authorised sender in your email settings.
4. Before attempting to book again, please contact moshtix on 1300 GET TIX (438 849) so a customer service representative can confirm you have not been charged.
What should I do if I have deleted/misplaced my tickets?
If you have deleted/misplaced your tickets, you are able to re print your tickets by logging back into your moshtix account, clicking 'view all bookings' and printing your PDF tickets directly from the webpage. Alternatively, you can have them resent via email by contacting us on firstname.lastname@example.org or on 1300 GET TIX (438 849).
I have checked my email and credit card statement and now see that I have double booked by accident. Can I get a refund?
Please contact us via email as soon as possible at email@example.com, and we will investigate the best way to assist you.
Where can I purchase tickets in cash?
Moshtix has a variety of outlets located across Australia, CLICK HERE to find your nearest outlet and its trading hours.
What should I do if the website keeps timing out during the booking process?
Ensure you are logged into Moshtix as a customer prior to commencing the booking process. (New customers CLICK HERE). Doing so will enable you get through the booking process with ease and ensure your session does not time out.
You also need to have cookies and java enabled in order for our website to work correctly. You can enable these options in your internet options, or try using a different browser such as internet explorer if you are using Firefox or vice vers
You may also need to clear your cookies. To do this it is different in different browsers. The best way to find how to do it in your browser is to Google "how to clear cookies in <insert browser type e.g. internet explorer>". It is usually done in tools and internet options in the menu bar.
I keep getting an 'Invalid login' message, what should I do?
If you have forgotten your password, please enter your email address into the 'username' field then click 'I've forgotten it' - you will be emailed a new password.
If you have forgotten your account email address or username please email firstname.lastname@example.org
If you have done all of the above and are still receiving an error message, please ensure you have Cookies and Java enabled and you have cleared your cache or contact moshtix on 1300 GET TIX (438 849) for further assistance.
I can no longer attend an event, can I get a refund?
As per our Terms and Conditions of purchase, there are no refunds, credits or exchanges on all tickets unless the event has been cancelled or postponed.
You are however able to change the details of a ticket but re-issuing it into another name. Only the original purchaser may re-issue the ticket. You will need the full name and date of birth of the person who will be attending the event and credit card details to pay the re-issue fee which will be charged per ticket.
To re-issue your ticket online you will need to log into your moshtix account. To log into your account please proceed to www.moshtix.com.au. Located on the right hand side of the page you will see a space to login or register please enter the email or mobile number you used when you purchasing your tickets and your password. If you have forgotten your password please click on the forgotten password link and it will be sent to the mobile number or email address you have entered. Once you have logged into your account click the 'view all bookings' link on the right hand side. You will then see the option to re-issue your tickets, follow the prompts and enter the new attendee's details. Once the transaction has been approved the re-issued tickets will be sent to the email you purchased your tickets with.
I'd like to download a copy of the Live Performance Australia (LPA) Ticketing Code of Practice - Printable Consumer Guide.
Click here to download a copy
If you have a question that was not covered above, please email email@example.com.
Last updated 25 March 2013