Frequently Asked Questions

VIP Specific Questions

What are National Acts' policies on refunds for VIPs?
All VIP Passes are sold on a final sale basis. Refund Policies defined by our clients prohibit National Acts from issuing exchanges, discounts or refunds after a VIP Pass has been purchased. Please note that any service fees attached to a purchase are non-refundable for any reason.
National Acts will NOT offer refunds under these circumstances:
  • Accidentally bought VIP Passes for the wrong show
  • Unable to go to show (i.e. sick, no means of transportation, don't like venue, etc.)
  • Were disappointed with concert or the meet and greet
National Acts WILL offer refunds under these circumstances:
  • Fraudulent charges on credit/debit card
  • Cancellation (or postponed) show
  • Show rescheduled but can't make new date
  • Service fees 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 (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.

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 (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.

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 Authorize.net

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

No. We do not require you to create an account with us to purchase VIP Passes. Your VIP Passes are automatically emailed to you after you purchase. If for any reason you didn’t receive your VIP Passes just send an email info@national-acts.com and we will promptly resend them to you.

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

VIP Passes must be purchased with a major credit or debit card.

Can I purchase my VIP Passes via PayPal?

No. We do not accept payments via PayPal.

Will my VIP Passes be shipped to me?

No. We do not ship VIP passes to you. After buying your VIP Passes online, a confirmation email will be sent to you with your Print-at-Home tickets/ VIP Passes included. You can either print out your VIP passes ahead of time or you can check-in for the meet and greet by by presenting your VIP passes 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 VIP Passes 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 info@national-acts.com 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 VIP Passes for
Can you resend my confirmation email to me if I've accidentally lost or deleted it?

Yes, just send us an email at info@national-acts.com! 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 VIP Passes for
Can I transfer my VIP Pass to another show?

Yes. Provide us with the following information and we will issue you a new confirmation email with the updated show information inside:

  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 date / venue / city you purchased your VIP Passes under.
  5. The new date / venue / city you want your VIP Passes transferred to.
  6. Any new contact information (if different)

*PLEASE NOTE THAT WE DO NOT ACCOMMODATE TRANSFERS WITHIN 24 HOURS OF AN EVENT*

I have VIP Passes that I bought in my name for someone else. Will this be a problem?

You may purchase VIP passes for other people, however, we will need the first and last name of each person you are purchasing VIP Passes for and their contact information (email + phone number) to ensure seamless check-in for the meet and greet.

Can I upgrade a VIP Package to a different tier? Example would be upgrading from VIP Gold to VIP Platinum?

Yes, we can upgrade your package upon request (if we get the artist's approval). Email your request to info@national-acts.com. Please note that service fees will apply to any upgrades. Upgrade requests will not be accomodated within 24 hours of an event.

If I am under 21 can I buy VIP Passes and attend the meet and greet?

It depends. National Acts does not have any affiliation with the venues that our artists are performing at. Therefore, you will need to check with the venue before you purchase your VIP passes to be sure there are no age restrictions for the show. No refund will be given if you do not check first. If an age restriction exists for the show, the same age restriction will apply to the meet and greet for that specific show.

I am bringing my child with me to the show. Do I need to buy a VIP Pass for him/her?

This is entirely at the artist's discretion. Email us at info@national-acts.com and we will pass along your request to the artist. *Please note that any age restrictions that exist for the show also apply to the meet and greet.

*PLEASE NOTE THAT WE DO NOT ACCOMMODATE REQUESTS WITHIN 24 HOURS OF AN EVENT*

What time is the meet and greet?

Most meet and greets occur before venue doors open to the public. If you are attending a festival show, the meet and greet time will vary greatly depending on when the artist is performing.

We will send out an email within 24 hours of the show with the specific Meet and Greet instructions. In most cases, we will not know the specific meet and greet time and location until the day before the show. If you have not yet received an email from us it means the artist has not given us that information. As soon as the artist sends us the information we will relay it to all the VIPs via email or text.

If you are currently at an event and did not receive information in advance, please go to the artist's merchandise table to check-in or shoot us an email at info@national-acts.com and someone will be glad to help you out.

Can you tell me where to check-in for the Meet and Greet?

If the meet and greet is before doors open, check-in will be at the main ticket box office outside of the venue. If the meet and greet is after doors open, check-in will be at the artist's merchandise table/booth inside the venue.

We will send out an email within 24 hours of the show with the specific Meet and Greet instructions. In most cases, we will not know the specific meet and greet time and location until the day before the show. If you have not yet received an email from us it means the artist has not given us that information. As soon as the artist sends us the information we will relay it to all the VIPs via email or text.

If you are currently at an event and did not receive information in advance, please go to the artist's merchandise table to check-in or shoot us an email at info@national-acts.com and someone will be glad to help you out.

Can you tell me how early I'll need to arrive to the venue for the Meet and Greet?

While we won't know the exact time of the meet and greet until the artist sends us that information, we recommend that you plan in advance to be extremely early to the show. Most meet and greets occur before venue doors open to the public. If you are attending a festival show, the meet and greet time will vary greatly depending on when the artist is performing.

We will send out an email within 24 hours of the show with the specific Meet and Greet instructions. In most cases, we will not know the specific meet and greet time and location until the day before the show. If you have not yet received an email from us it means the artist has not given us that information. As soon as the artist sends us the information we will relay it to all the VIPs via email or text. If you are currently at the event, go to the artist's merchandise table to gather information or shoot us an email at info@national-acts.com and someone will be glad to help you out. Please plan in advance to be early to the show.

Where do I pick up my VIP merchandise?

Your VIP merchandise will be available for pick up during the Meet and Greet on the night of the show. If you are late or cannot attend the Meet and Greet your merchandise will be available for pick up at the artist's merch table after the show. VIP merchandise is not mailed to you before hand.

Can I have my VIP merchandise mailed to me?

No. Unfortunately, due to the high volume of VIPs we deal with on a daily basis and the logistics of coordinating with our artists while on the road it makes it virtually impossible for us to ship merchandise. If for some reason certain items in the VIP package are sold out, the band may choose to mail out the items at the end of a tour. However, not receiving certain items in the VIP package does not entitle you to a refund and whether items are shipped out or not is entirely at the artist's discretion.

What happens if a show is cancelled?

If a show has been canceled, we will coordinate with the artist or booking agent to see if the show is being rescheduled. Once we receive the rescheduled date we will transfer your VIP Passes to the new date. If you are unable to attend the new date we can refund your VIP passes. Please note that the service fees attached to any VIP passes are non-refundable for any reason. Also, we are not a booking agent. So we will not know if or when a date is being rescheduled until the artist or booking agent informs us of the new date. Often times this process can take some time to coordinate, so please be patient.

Can I get a refund if my show has been rescheduled but I can't make the new date?

If you are unable to attend a rescheduled show we will give you the option of transferring your VIP Pass to a future date or receive a refund. Please note that any service fees attached to a purchase are non-refundable for any reason.

Please provide us with 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 original date / venue / city you purchased your VIP Passes under
  4. The artist/band you are inquiring about
  5. Specify if you would like to be refunded or transfer your VIP Pass to a future date
  6. Any new contact information (if different)
My VIP items are being held at Will Call. What does that mean?

Sometimes artists will leave items for the VIPs to pick up at Will Call.

Will Call is located at the venue box office.

Please be sure to bring your VIP passes with you and a valid photo ID that matches the name on your VIP pass.

Do I need to print out my VIP Passes?

You have the option of printing out your VIP Passes or presenting them from your smartphone at check-in. Please make sure you have the confirmation email and/or VIP Passes available for viewing on your phone ahead of time for easy check-in. Our ticket scanners can check you in either way.

Can I bring personal items for the band to sign at the meet and greet?

You may bring personal items for the band to sign, however we recommend that you do not bring any large items like guitars. We are not responsible for your items and will not hold anything for you at the merch table while the event is going on.

In addition, some venues may not allow re-entry if, for example, you wanted to take your signed items back out to your vehicle after the meet and greet. We recommend that you keep your personal items at a minimum so it's not an inconvenience for you to hold onto them while attending the concert.

Why is the venue offering a different VIP Package from what is being offered on your site?

Sometimes the venue will offer a VIP Package that is different from what we are offering on our website. Often times this is done without our knowledge and without the permission of our artists. Quite simply, it's a lame way for the promoter or venue to make more money off of you. Our VIP Packages are created specifically by our artists. The VIP items being offered in our packages are not offered in any VIP Package offered by the venue and our VIPs typically get to spend a much longer time hanging with the artists.