Frequently Asked Questions
I need to change the delivery address for tickets/merchandise that I have bought through Music Glue.
Please email firstname.lastname@example.org with the order details and delivery address as soon as possible and we will endeavour to amend the order before dispatch.
Can I change the name that appears on my e-ticket?
Yes you can change the name that appears on the ticket up to 48 hours prior to the show.
Please contact email@example.com from the email address that you used to purchase the ticket or confirm the last 4 digits of the card used for payment or if you used PayPal the first line of your address registered with PayPal.
I accidentally entered the wrong email address during the purchase
If you mistyped or used the wrong email address we can change it for you and reissue your e-ticket to your correct address, if it was for physical tickets or merchandise you order will then be held under the new address. In order for the change to be made please send an email to firstname.lastname@example.org with the last 4 digits of the card used to make the transaction, or if you used PayPal the first line of your address registered with PayPal.
I have not received my e-ticket
Firstly, please check your junk and spam folders as tickets often get put in there.
If you definitely have not received your ticket, please email email@example.com and we will look in to the situation for you.
PayPal customers please note that e-Tickets will be sent to the email address that you have registered with PayPal. Please check that email account.
I only have one e-ticket which says ‘admit 2′. Will 2 people definitely be able to get in on one ticket?
Yes. There can only be one name on an e-ticket but it will allow entry to the number of people stated on the ticket. Only the person whose name is on the ticket needs to show ID along with it, however the rest of the group might need to show ID as well in order to prove their age.
Can people arrive seperately with the same e-ticket even though there’s one name on it?
E-tickets that admit more than one person can’t be split into individual tickets, however you can arrive at different times as long as you all have a copy of the ticket.
In order to get all of your guests into the event simply print the ticket out multiple times. Please be aware that only the number of people stated on the e-ticket will be able to enter the event and your ticket will be matched to a list at the point of entry. We advise that the person whose name is on the e-ticket takes ID with them and enters first. They can then inform the door staff that more people will be arriving separately with their own print outs of the e-tickets.
I have bought tickets in seperate orders and wish to have a different name on each set
For security reasons all e-tickets that are held under the same email address will also be held under the same name. If you would like to have your separate orders held under different names please provide us with a new email address, the preferred name and which set of e-tickets you would like us to make these changes to.
Can I gift e-tickets to somebody?
Yes you can.
Please order the tickets using YOUR name and billing address. When you have placed your order just let us know by sending an email to firstname.lastname@example.org informing us of the name and address of the new recipient and we will adjust the order accordingly.
I have received my e-ticket but it won’t open/I cannot read it
If your ticket doesn’t display properly when you open the email then please click on the alternative link towards the bottom of the email.
If you still can’t see your ticket then please contact us at email@example.com and we can reissue it for you.
I don’t have access to a printer so I can’t print out my e-ticket. Can I still get in to the show?
Yes, although your entry will be much quicker if you are able to print out your ticket.
If you really have no way of printing out your e-ticket please bring to the venue:
- Your barcode
- ID matching the name used to purchase the tickets
- The credit/debit card used for the booking
I haven’t received my tickets
You will receive an email 24 hours prior to dispatch of your tickets. If you have not received this email then your tickets have not been posted yet.
Please allow 7 days for your tickets to reach you from the date of your dispatch notification email.
If your tickets have not arrived after 14 days please email firstname.lastname@example.org with your order details.
I wasn’t able to collect my tickets and they have been returned to sender
If your tickets weren’t signed for and then weren’t collected from your local post office and have been returned to us we will notify you as soon as we have got them back. Please note that if we don’t receive them and the letter’s status is ‘returned to sender’ according to Royal Mail then it’s at the promoter’s or venue’s discretion whether a replacement can be given or not.
I have lost my tickets. Please can you send me replacements?
Unfortunately, tickets that have been successfully delivered but subsequently lost cannot be reissued.
I am trying to purchase tickets but your website is telling me that my security code is wrong
This is almost certainly a problem with your card provider and not our system.
In the first instance please contact email@example.com to check whether the order has processed.
If we don’t have any record of your order and the system is refusing to accept your card, the only option is to try an alternative card.
The transaction keeps failing and errors
We use an external payment processor (either PayPal or HSBC) to do all of our credit card payments, so the checking of this information is out of our control. From time to time their records are incorrectand unless they approve your payment there is no way that we can complete your transaction.
There could be a few reasons why the payment might not be accepted.
Firstly, please ensure that the billing address you are entering exactly matches that which is registered with your bank. Please also ensure you select the correct card type you are using and the country the card is registered in.
Secondly, always double check that all the information you have entered is correct (i.e. card holder’s name is entered exactly the way it is on the card or the card number isn’t mistyped).
Alternatively, we do accept PayPal payments or you may wish to try booking with a different card.
My bank statement shows that several orders went through
When our payment processor verifies your details it makes what is called an ‘authorisation’ to your credit card. If the information does not match or there is a communication failure, it then stops the transaction. Unfortunately a few credit cards do not release the transaction immediately and instead park it for a few days and therefore it appears as a completed transaction on your internet banking.
There is nothing that we can do about this at our end as we technically haven’t received any money and the transactions will simply disappear within 5 working days at the very maximum, but usually much quicker. If they do not disappear within this timescale you will need to contact your bank to rectify the situation. Please rest assured that one way or another you will get your funds back.
Please contact firstname.lastname@example.org to find out whether any of the transactions were successful. If not you will have to make a new purchase preferably with a different card or by using PayPal.
Please can I have a refund on my ticket?
Unfortunately we are unable to offer refunds on tickets unless the show has been cancelled or postponed. We can transfer the tickets to a different name if you would prefer to transfer the tickets to a friend by contacting us at email@example.com giving us their name and email address and the ticket will be reissued to them.
What happens if an event is cancelled or postponed?
If a show is cancelled please contact us at firstname.lastname@example.org and you will receive a full refund. If a show is postponed please contact us at the same email address and you can either request a full refund (up to 5 days prior to the new date) or you can still use your old ticket for the rescheduled event.
I haven’t received my merchandise
The band or their management are responsible for fulfilment of orders and usually dispatch merchandise within 7-14 days. If you have not received your item 14 days after placing your order, please email email@example.com and they will let you know who you need to contact.
Some of my items are missing
Artists are responsible for the fulfilment of orders. Please send us your order details and a copy of your confirmation email to firstname.lastname@example.org, tell us which items are missing and we will let you know who you will need to contact.
I have bought merchandise and need to change it for a different size
This is at the discretion of the artist.
Please contact us at email@example.com as soon as you become aware that you need to change your product.
We will give you the contact email for the fulfilment team in order to find out whether an exchange is possible. If it is they will contact you to organise returning the goods.
Once goods have been returned and certified as being in an acceptable state, alternative goods will be dispatched.
How do I change my password?
If you are an artist or a customer to change your password please visit www.musicglue.com
Enter your log in email address (the one registered with your artist account/the one you used for making the purchase), then instead of entering your password click the ‘I Forget’ icon. An email will then be sent to you both with your current password and the option to change it.
If you have a venue or a promoter account please visit http://gig.musicglue.com/login/ then click ‘Forgotten your password? Get it here’. An email will then be sent to you both with your current password and the option to change it.
Customers – How do I access my account?
When you make a purchase through Music Glue a customer account is automatically created for you, this account stores all the purchases you have made including links for downloads and e-tickets.
To access your account please visit www.musicglue.com to log in. Your username is the email address you provided on your order. If you can’t remember your password then please click ‘I forget’ and it will be emailed to you.
Artists – my account got locked, why?
Your account is currently locked as you selected the option stating that you do not own the rights to the songs you intend to upload to Music Glue.
This is not a problem, however we just need you to confirm that you understand and accept the following:
Music Glue are not responsible for paying royalties, PRS or any fees to the owner of any music that is uploaded by someone who does not own the rights to it.
If you are intending to upload tracks that you do not own the rights to you will need to confirm to us by email the following.
Any royalties or fees due to the owner of the songs you upload will be paid to them by you.
Music Glue will not be liable for any fees due to the owner of the rights of the songs you upload.
Once you have confirmed that you understand and accept these terms please email firstname.lastname@example.org and we can then unlock your account for you to use.
Venues/Promoters – my Music Glue calendar isn’t working properly
Your account is only accessible via the latest version of Firefox. If you already have Firefox installed, please click on ‘Help’ then ‘Check For Updates’ and follow the instructions. If you do not have Firefox, please go to http://www.mozilla-europe.org/en/firefox/ and install it
You will also need the latest version of Flash installed. Please go to http://get.adobe.com/flashplayer/ and click ‘Download Now’. IMPORTANT: When running the install wizard, please be careful to uncheck the installation of unwanted software like McAfee
Once both are installed the calendar should work fine. If you are still experiencing problems please email email@example.com
Is there a Music Glue application for Facebook?
Yes there is.
If you have a promoter or a venue account you can access it by logging in and then clicking the ‘admin’ tab and there going to app’s. You will find a tab named ‘facebook’ and you will find all the necessary instructions there.
If you have an artist account please log in, go to campaigns and then to ‘live’. You will then be able to set up the facebook app from there.
Is there a Music Glue application for Myspace?
Unfortunately not anymore.
What ID’s will be accepted with my ticket?
ID’s accepted change from venue to venue, therefore unfortunately we cannot know the answer to this as it’s their decision not ours. Please contact the venue to find out what exactly will be accepted by them.
Do you have the schedule for the evening?
Unfortunately we do not have this kind of information. Please contact the venue.
Do you know what time doors open?
The e-ticket will have the door time on it, however this sometimes might be incorrect. In order to find out please contact the venue.
How can I find out if you are selling tickets for a particular show?
You can find full listings of all the shows we are selling tickets for at www.musicglue.com.
Click on the ‘For Fans’ tab and then search for the band.
How can I upload a free bundle of tracks to my account?
In order to do this you must have a commercial account.
If you only have a standard account then please email firstname.lastname@example.org and we will turn it into a commercial account.
Once you have a commercial account please upload the tracks and give them a price (this can be any amount). Once you have uploaded the tracks, please inform us and we will take the price off and bundle them together.
Uploading Free Tracks
There are no costs associated with uploading free tracks. We only make money when a commercial transaction happens.
The artist retains all rights in the tracks.
How do I charge people to download my track/s?
You need a commercial account in order to charge people for downlaoding your music.
If you currently have a standard account and would like to change to a commercial account, please send a request to email@example.com.