Frequently Asked Questions

Ticket Specific Questions

What are National Acts' policies on refunds?
All tickets are sold on a final sale basis. Refund Policies defined by our clients prohibit National Acts from issuing exchanges, discounts or refunds after a ticket has been purchased. Please note that any service fees attached to a purchase are non-refundable for any reason.
Why do you charge service fees and why are they non-refundable?

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.

I think I was double-charged. How do I receive a refund?

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 ( 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.

I seem to have a "Pending" transaction on my account from you. What does this mean?

When a transaction fails on our site, our merchant processor ( 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.

Why do I get an error message that says my credit card cannot be processed when I try to purchase?

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

Do I need to make an account to purchase Tickets on your website?

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 and we will promptly resend them to you.

I don't have a credit card. Can I still use your site?

Tickets must be purchased with a major credit or debit card.

Can I purchase my tickets via PayPal?

No. We do not accept payments via PayPal.

Will my tickets be shipped to me?

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.

I purchased tickets but never received a confirmation email. What do I do?

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 with the following information and we will issue a new confirmation email:

  1. The full name on file with the credit card used to purchase
  2. The last 4 digits of the credit card
  3. The date of the event
  4. The name of the venue
  5. The artist/band you purchased tickets for
Can you resend my confirmation email if I've accidentally lost or deleted it?

Yes, just send us an email at! In the email please state the following information:

  1. The full name on file with the credit card used to purchase
  2. The last 4 digits of the credit card
  3. The date of the event
  4. The name of the venue
  5. The artist/band you purchased tickets for
Can I transfer my tickets to another show?

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 and we will pass along your request. Please include the following info:

  1. The full name on file with the credit card used to purchase
  2. The last 4 digits of the credit card
  3. The artist/band you are inquiring about
  4. The original event (including date and venue) that you purchased your tickets for
  5. The new event (including date and venue) that you want transfer your tickets to
  6. Any new contact information (if different)
I have tickets that I bought in my name for someone else. Will this be a problem?

No, this will not be a problem. You may purchase tickets for other people in your name.

If I am under 21 can I buy tickets?

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.

The event I purchased tickets for has been canceled, postponed or rescheduled. What do I do?

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.

My tickets are being held at Will Call. What does that mean?

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.

Do I need to print out my tickets?

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.

What kind of printer, paper and ink should I use to print my tickets?

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.

I don't have a printer. Can I still use your site?

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.

The event just went on sale, why are there no tickets available?

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.

How come I was on your site yesterday and was told there were no tickets available, yet today there are tickets available?

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.