FAQ’s

You do not need to create an account to buy tickets on Ticketlive.
This offers several advantages:

• faster ordering process with fewer steps;
• no password to create or remember;
• possibility to purchase tickets quickly as a guest.

During the purchase process, you mainly need to provide a valid email address in order to receive the confirmation email and your e-tickets.

The queue system is commonly used for high-demand concerts in order to distribute traffic and limit bots.
Once you are in the queue, access to the buying platform is assigned randomly.

To access a presale, you generally need to register in advance when the organiser or artist offers this type of access. The process may vary depending on the event, but it usually works as follows:

• registration via a form, newsletter or the artist’s official website;
• receiving an access link or presale code by email;
• early access to ticket sales before the general sale opens;
• placement in a waiting room and then in a queue on the day of the sale.

Registering for a presale does not guarantee tickets, but only grants access to the early sale.

To maximise your chances:

• follow the artist’s social media channels and newsletters;
• regularly check your emails (including spam folders);
• log in 15 to 30 minutes before the presale starts;
• prepare your payment method in advance.

To access ING presales for an event at the ING Arena, you must be an ING Belgium customer and have a valid ING Belgium card.

The process generally works as follows:

• Go to the page of the concert concerned.
• Click on the “ING CUSTOMER TICKETS” button.
• Access the presale, available 24 hours before the general sale.
• Complete your purchase using an ING Belgium card.

Important points:

• ING ticket allocations are limited;
• the presale ends 1 hour before the general sale opens;
• for some concerts, a priority access system (“ING Priority Access”) is also available.

When the event offers an interactive seating plan, you can select your seats directly on the seating map.

The process generally works as follows:

• click on the category or area of your choice;
• directly select the available seats on the map.

Available seats are usually displayed in a different colour from seats that are already sold or unavailable;

• the selected seats will then appear in your basket before payment.

For some high-demand events, the system may also automatically assign the best available seats according to the selected category.

Ticketlive is a secure ticketing platform with an online sales system designed to protect users, payments and tickets against fraud, hacking or misuse.

This generally includes:

• a secure connection;
• protected payments through certified payment providers;
• protection of personal and banking data;
• control systems against fraudulent purchases or bots;
• secure e-tickets with unique QR codes or barcodes;
• access management systems to limit fake tickets and duplicates.

The goal is to guarantee a reliable purchase process and secure ticket validation on the day of the event.

To order PRM tickets (Persons with Reduced Mobility), we recommend checking the page of the relevant event directly.

When PRM access is available, a “PRM Access” mention generally appears in the event information.

Depending on the event and venue, booking may be done directly through the ticketing platform. Please note that the number of PRM seats available per event is limited.

It is possible to buy tickets on the same day, provided that the event is not sold out.

Depending on the event, remaining tickets may be available:

• directly online;
• or at the venue’s box office on the day of the event.

However, for high-demand events, it is recommended to book in advance through the ticketing platform.

Unfortunately, it can never be guaranteed that additional tickets will be released, although this may sometimes happen.

If a waiting list is available for the event, we recommend signing up in order to be notified if tickets become available again.

If there is no waiting list, the best option is to regularly check the event page as the event date approaches to see whether new tickets become available.

The number of tickets that can be selected for an event may be limited for several reasons:

• the organiser sets a maximum number of tickets per person or per order;
• some categories may be nearly sold out;
• anti-fraud and anti-automated resale measures may apply;
• some presales or special offers have limited quotas.

This limit also helps ensure a fair distribution of tickets so that as many fans as possible can get access to them.

When the event offers an interactive seating plan, you can select your seats directly on the seating map.

The process generally works as follows:

• click on the category or area of your choice;
• directly select the available seats on the map.

Available seats are usually displayed in a different colour from seats that are already sold or unavailable;

• the selected seats will then appear in your basket before payment.

For some high-demand events, the system may also automatically assign the best available seats according to the selected category.

Some events require that no single seat be left empty.

When booking for multiple people, there may not be enough consecutive seats available, or your selection may leave only one empty seat in that row or section, which is not allowed.

In some venues, such as Cirque Royal or NOVUM, seat numbers may not always be strictly consecutive even though the seats are located next to each other.

This may be due to:

• the specific layout of certain rows;
• aisles or separations within the venue;
• odd and even seat numbering;
• or seats removed for technical or safety reasons.

If your seats are assigned within the same row and no specific separation is indicated, you will generally be seated next to each other despite the different seat numbers.

When the system automatically selects the best available seats, it is possible that the assigned seats may not be directly next to each other.

In this case, a pop-up message will appear before you confirm your order so that you can confirm or modify your selection.

It is possible that the tickets are not immediately available because the event promoter has chosen to release them at a later stage.

Even if the purchase is confirmed, the organiser may decide to activate the tickets only a few days or weeks before the event for anti-fraud or seat management reasons.

Tickets cannot be exchanged or modified.

This is the most common policy, especially for concerts and high-demand events. Once the purchase has been confirmed, tickets are considered final.

Tickets are non-refundable.

Once the purchase has been confirmed, tickets are considered final. This is because the seats are specifically reserved for you and removed from public sale.

However, there are a few exceptions:

• event cancellation: tickets will be refunded;
• event postponement: tickets remain valid for the new date, or a refund may be offered according to the organiser’s conditions.

As a general rule, it is not possible to change seats after purchase.

Seats are assigned at the time of the order and confirmed immediately. Once payment has been validated, the seats are considered final in order to avoid duplicate bookings and ensure proper seating management.

Possible exceptions:

• if seats are still available within the purchased category, you may submit a request to Ticketlive. Depending on availability, a seat change within the same category may be considered;
• in the event of a seating error or technical issue during the purchase, customer support may sometimes intervene;
• changes decided by the organiser (very exceptional): automatic relocation or another proposed solution;
• upgrades / voluntary changes by the organiser: only if offered by them.

In principle, tickets are only valid for the date selected at the time of purchase and cannot be exchanged.

For multi-date events, a date change is only possible if the organiser allows it or in the event of an official change to the event. In this case, the transfer or replacement conditions will be communicated directly to customers.

Any exceptional request may be reviewed, but an exchange cannot be guaranteed.

Once the order has been confirmed, it is generally not possible to modify it (tickets, category, seats or date).

Possible exceptions:

• in the event of a technical error during the purchase, customer support may review the situation on a case-by-case basis;
• if the organiser authorises specific modifications, these will be communicated and handled by their conditions.

Outside of these cases, all orders are considered final.

If you can no longer find your tickets or confirmation email, you can easily request them again via https://ticketlive.be/en/lost-ticket/

Enter the email address you used when placing your order. You will receive an email containing all your orders for upcoming events.

Don’t forget to check your spam folder.

Still not receiving anything?
Please contact us.

In the confirmation email, click on the “Download my tickets” button. Your tickets will then be saved in your downloads folder, where you can easily find them.

There is no need to print your tickets.

Tickets purchased via Ticketlive.be are accepted in digital format. You can present them directly on your smartphone when entering the event (readable QR code).

Tips:

• make sure your screen brightness is high enough for scanning;
• download your tickets in advance to avoid connection issues;
• if your battery is low, having a printed version as backup can still be useful.

Tickets can be paid for using the following payment methods:

• Bancontact / Payconiq
• Visa
• Mastercard
• Apple Pay
• iDEAL

If an error message appears during payment, the order is generally not completed and no tickets are issued.

Please check the following:

• make sure your payment method is enabled for online payments;
• ensure that you have sufficient funds available or that your card limit has not been exceeded;
• try restarting the payment using another browser or device;
• temporarily disable any pop-up blockers or VPNs.

Some errors may also be linked to bank authentication (3D Secure), which can interrupt the payment process.

If the issue persists, we recommend trying again later or contacting your bank before placing a new order.

If your payment was not successfully completed, the order is generally not confirmed and no tickets are issued.

Please follow these steps:

• check your email to confirm whether the order was successfully registered;
• check your bank statement to see whether a payment was debited;
• if no payment was confirmed, you may try placing the order again;
• you may also try using another payment method.

Some payment failures may be linked to bank authentication (3D Secure) or an interruption during payment confirmation.

If an amount was debited but you did not receive your tickets, please contact customer support and provide proof of payment so that a verification can be carried out.

After each purchase, a payment receipt is automatically sent to the customer.

If you require an invoice, you must explicitly request one. In that case, please contact Ticketlive.be and mention your order number as well as your full details (name, address and billing information).

The invoice will then be sent after verification of the order.

If you cannot attend an event, you can safely resell your tickets via TicketSwap.

How it works:

• you create a listing by uploading your ticket;
• the ticket is automatically verified and secured to prevent fraud;
• once sold, the ticket is invalidated and replaced with a new ticket for the buyer;
• the payment is transferred directly to your bank account after the transaction.

Important points:

• resale is only possible if you are already in possession of your tickets;
• resale is secured and supervised by the platform;
• the resale price may be limited according to the organiser’s rules;
• not all tickets are necessarily eligible for resale.

Purchasing through official channels guarantees a secure transaction and access to official information regarding your event.

Buying tickets through unauthorised platforms or private sellers may involve risks (fake tickets, duplicate sales, invalid or already used tickets).

On TicketSwap, the SecureSwap feature depends on the event organiser and the technical integration put in place.

What this means:

• SecureSwap enabled: the ticket is replaced with a new ticket featuring a unique QR code for maximum security;
• SecureSwap not enabled: you receive the ticket directly from the seller, but it still benefits from the platform’s standard protection checks.

Why this is not always available:

• not all organisers work with SecureSwap;
• certain technical or contractual constraints may prevent activation;
• availability therefore varies from one event to another.

The procedure depends on the nature of the theft.

📄 If only the PDF was stolen:
The QR code can be deactivated, and new tickets can be generated and resent to the customer.

📧 If the confirmation email was compromised:
For security reasons, the tickets may be blocked in order to prevent fraudulent use. In this case, you will need to present yourself at the box office on the day of the event to receive a solution on site.

In all cases, we recommend contacting us immediately with your order details so that the situation can be secured as quickly as possible.

If you have lost your tickets, don’t worry: they can be recovered.

🔎 First, please check:

• your email inbox (including spam / junk folders).

If you can no longer find your tickets or confirmation email, you can easily request them again via https://ticketlive.be/en/lost-ticket/.

Enter the email address you used when placing your order. You will receive an email containing all your orders for upcoming events.

Don’t forget to check your spam folder.

Still not receiving anything?
Please contact us.

– Can I get a refund if an event is cancelled?

In the event of a definitive cancellation of the event, you will be informed directly by email, and the tickets will be refunded.

Please note:

• the refund concerns the ticket price;
• the refund will be processed within 2 weeks using the same payment method used for the purchase.

In the event of a concert postponement, tickets generally remain valid for the newly announced date.

If you are unable to attend on the new date, a refund may be requested.

Please note:

• customers are informed of the postponement and refund conditions by email;
• after the indicated deadline, refund requests can no longer be guaranteed;
• the refund will be processed within 2 weeks following the request using the same payment method used for the purchase.

In the event of a postponement or cancellation, information is communicated through different channels.

You will mainly be informed:

• by email sent to the address used during the purchase;
• via the official ticketing website;
• on the venue’s or organiser’s website;
• on the official social media channels of the event or organiser.

📱 Special cases:
In the event of a last-minute change (late postponement or cancellation), information may also be sent by SMS if this option has been set up by the organiser.

👉 We recommend regularly checking your emails and the official communication channels related to the event.

If you purchased your tickets through a resale platform, the cancellation or postponement conditions are managed directly by that platform.

👉 In summary: customers must contact the resale platform directly in order to learn about the applicable conditions (refunds, ticket validity or resale options).

Rules may vary from one service to another, so it is important to follow their official instructions.

With TicketPlan, you can protect your ticket purchase against unforeseen circumstances.

In the event of a situation covered by TicketPlan’s terms and conditions, you can generally request a refund for your tickets according to the applicable conditions.

👉 TicketPlan must be purchased at the same time as your tickets.
👉 Coverage conditions (accepted reasons, deadlines and supporting documents) are defined by TicketPlan.
👉 In the event of an issue, the claim must be submitted directly to TicketPlan together with the required supporting documents.

For more information, please consult the terms related to your purchase received by email or contact TicketPlan customer support.

In the event of a concert cancellation:

• the refund applies to the tickets, not to the TicketPlan insurance;
• the TicketPlan premium is generally non-refundable, as it is considered a service already activated at the time of purchase.

To order PRM tickets (Persons with Reduced Mobility), we recommend checking the page of the relevant event directly.

When PRM access is available, a “PRM Access” mention generally appears in the event information.

Depending on the event and venue, booking may be done directly through the ticketing platform. Please note that the number of PRM seats available per event is limited.

You can purchase a gift card directly online through our website.

The gift card is sent electronically (PDF or e-ticket) to the email address provided during the purchase.

Yes, unless otherwise specified, the gift card is valid for all events available on our platform.

Each gift card is valid for 365 days from the date of purchase.

When completing your order payment, simply enter the code shown on your gift card in the dedicated field.

Yes, if the amount of your purchase is lower than the available balance, the remaining amount can be used for a future order until the expiration date.

Yes, if the total amount of your order exceeds the balance of your gift card, you can pay the difference using another payment method accepted on the website.

Yes, the gift card is transferable and can be given to the person of your choice.

Gift cards are non-refundable and cannot be exchanged.

Please first check that the code has been entered correctly and that the gift card is still valid. If the issue persists, contact our customer service team.

Depending on the system in place, the balance may be checked directly through a dedicated link or by contacting our customer service team.

Yes, the gift card can be used to pay for all or part of an order containing multiple tickets.

Please contact our customer service team so that we can check whether it is possible to resend your gift card.