In short, it costs us money to process your payment, whether it is a purchase or refund. We make every attempt to keep the service fees in line with industry norms. Service fees are non-refundable for any reason.
The short answer is that we did not double charge your account.
The long answer is below:
From time to time people enter credit card information incorrectly when they attempt to purchase. When this happens our payment gateway (Authorize.net) immediately declines the transaction. A decline can happen for a number of reasons but most commonly it is because the name, address or zip code on file with your credit card company did not match what you entered on our website when you attempted purchase. No money passes through our system when a decline occurs and your bank is immediately sent a notification that the attempt to purchase was in fact declined.
Unfortunately, banks will sometimes put a "funding hold" on a declined transaction even though nothing was charged. This will show up as a "Pending Transaction" when you log into your online banking. Your bank will usually reverse this "Pending Transaction" by the end of the business day but it might take as long as 6 - 10 business days to reverse, depending on your bank.
Please understand, this has NOTHING TO DO WITH NATIONAL ACTS. Please contact your bank/credit card regarding their policies on funding holds and pending transactions.
We can provide further documentation about a particular order if needed.
When a transaction fails on our site, our merchant processor (Authorize.net) sends the card issuing bank/financial institution a notification that the transaction was declined. No money passes through our system when a decline occurs. However, the transaction may show up as a "pending transaction" on your account until your bank/financial institution recognizes the decline and credits the money back to you. At that point, it's up to your bank/financial institution to issue the money back to your card. This process can take up to 6 - 10 business days depending on their policies. National Acts is not holding those funds. You will need to contact your bank/financial institution to determine when the money will be credited back to your account.
Credit card information must be entered exactly as it appears on your billing statement. This includes name, address, city and zip code . The credit card number should be entered without spaces or dashes. The most common error we see when someone is trying to purchase VIP Passes is not entering the CRV Code correctly (The CRV code is the 3 or 4 digit code on the back of the card). *We do not have access to your credit card information. All transactions are processed through our merchant processor Authorize.net
No. We do not require you to create an account with us to purchase concert tickets. Your tickets are automatically emailed to you after you purchase. If for any reason you didn't receive your tickets just send an email firstname.lastname@example.org and we will promptly resend them to you.
Tickets must be purchased with a major credit or debit card.
No. We do not accept payments via PayPal.
No. We do not ship tickets to you. After buying your tickets online, a confirmation email will be sent to you with your Print-at-Home tickets included. You can either print out your tickets ahead of time or you can check-in for the show by by presenting your tickets for viewing from your smartphone. Our ticket scanners can check you in either way. Please be sure to bring a valid photo ID as well.
A confirmation email is automatically generated and sent to you immediately after you purchase. If you do not see your confirmation email it either wound up in your spam folder, or you entered your email address incorrectly at checkout or the purchase was not completed. Please make sure to check your spam folder and turn off any spam blockers that will prevent our email from coming through. If you still do not see your confirmation email send a message to email@example.com with the following information and we will issue a new confirmation email:
Yes, just send us an email at firstname.lastname@example.org! In the email please state the following information:
Multiple venues and promoters use our software to sell concert tickets. Each have their own policies regarding transfering tickets to another show. In most cases, this cannot be accomodated. However, feel free to shoot us an email at email@example.com and we will pass along your request. Please include the following info:
No, this will not be a problem. You may purchase tickets for other people in your name.
Each venue has their own policies regarding age restrictions. You will need to check with the venue first, before you purchase concert tickets. No refund will be given if you do not check with the venue first.
National Acts will email all online customers as soon as we have been notified by the venue/promoter of an event postponement or rescheduling. This email will usually contain information regarding the new date (if available) and the refund options available to you.
If an event is canceled and not rescheduled, upon formal notification from the event promoter, we will email all online customers and refunds will automatically be applied to the credit card used by the customer at the time of purchase. Please note that any service fees attached to your purchase are non-refundable for any reason.
All ticketed events are scheduled to take place regardless of weather conditions. Sometimes weather or other outside considerations make the performance impossible to complete. In such instances, the event venue or the event promoter is charged with making the final determination of cancellation and refund availability. National Acts will automatically issue refunds ONLY if an event is canceled in its entirety. Refunds for rescheduled shows will be provided only with the venue or promoter's consent.
In the event that National Acts does issue a refund for a cancellation, postponement or rescheduled show, it will be less the convenience fee per transaction.
Never discard hard tickets for a canceled/ postponed/ rescheduled events as their return is often required to get a refund when an event has been rescheduled.
Will Call is located at the venue box office.
Please be sure to bring your a valid photo ID that matches the name on your ticket for easy check-in.
You have the option of printing out your tickets or presenting them from your smartphone when you check-in. Please make sure you have the confirmation email and/or tickets available for viewing on your phone ahead of time for easy check-in. Our ticket scanners can check you in either way.
Any inkjet or laser printer using 8.5? x 11? paper. Tickets can be printed in color or black and white depending on your printer's capabilities.
Yes. You can have your tickets scanned from your smartphone on the night of the show or you can forward your confirmation email to someone who has a printer and they can print your tickets for you.
Just like you, hundreds of other customers may be trying to purchase tickets. During a very popular on-sale, it is possible to receive a message that says seats are currently unavailable. If a customer begins the purchase process and decides not to continue, their seats are released back for sale.
When tickets are sold out, there are no tickets remaining for the event through National Acts. In some instances, tickets may still be available through the venue box office. You should contact the venue directly to inquire about any remaining tickets.
National Acts does not control ticket inventory. Only the promoter\venue determines how many, if any, tickets will be held, sold or released for public sale. If a performance is listed as "Sold Out" or "Unavailable", you may want to check the site periodically to see if tickets have been released.