Support

Music Glue Music Glue

Support

Whether you are a customer or a vendor, please use the form below to contact our support team. We are fluent in many languages; however, please communicate your query or concern in English and someone will get back to you within 24 hours.

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(if you are a customer please use the email used during checkout)

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In numbers, what number comes before one hundred? 

Frequently Asked Questions

Altering Order Details

I need to change the delivery address for tickets/merchandise that I have bought through Music Glue.

Please email support@musicglue.com with the order details and new delivery address as soon as possible and we will endeavour to amend the order before dispatch or pass it on to the relevant fulfilment partner.

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 support@musicglue.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 re-issue your e-ticket to your correct email address, or if it was for physical tickets or merchandise your order will then be held under the new email address. In order for the change to be made please send an email to support@musicglue.com with the last 4 digits of the card used to make the transaction, or if you used PayPal then the first line of your address registered with PayPal.

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E-Tickets

I have not received my e-ticket

Firstly, please check your junk and spam folders as tickets occasionally go there. If you definitely have not received your e-ticket, please email support@musicglue.com as soon as possible and we will look in to the situation for you. Please contact us at least 24 hours before the event. PayPal customers please note that e-tickets will be sent to the email address that you have registered with PayPal so please check that email account.

Alternatively, when you make a purchase/download 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 user.musicglue.com. Your username is the email address you provided on your order/download. If you can’t remember your password or did not receive one then please click the ‘Forgotten your login details?’ icon. An email will then be sent to you with the option to change it.

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 separately 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-ticket.

Can I gift e-tickets to somebody?

Yes you can. Please order the tickets using your own name and billing address. When you have placed your order let us know as soon as possible by sending an email to support@musicglue.com informing us of the name and email 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 attachment then please log in to your Music Glue account and download your ticket from there. If you still can’t see your ticket then please contact us at support@musicglue.com for further assistance.

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?

This will be at the venue’s and their door staff’s discretion. Please contact the venue directly to find out what they require to be shown (i.e. ID matching the name on your ticket, card used for booking, your ticket’s barcode) at the point of entry apart from an e-ticket print out in order to give admission.

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Physical Tickets

I haven’t received my tickets

You will receive an email prior to the dispatch of your tickets. If you have not received this email then your tickets have not been posted yet. Please allow 7-14 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 support@musicglue.com as soon as possible with your order details. Please email us at least 24-48 hours before the event.

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 re-issued.

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Purchasing Problems

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 support@musicglue.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 external payment processors 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 incorrect and 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. It also might be worth trying a different browser and making sure that the cache and cookies are cleared out from it.

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 support@musicglue.com 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.

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Refunds

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 support@musicglue.com and giving us their name and email address and the ticket will then be re-issued to them.

What happens if an event is cancelled or postponed?

If a show is cancelled please contact us at support@musicglue.com 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 7 days prior to the new date) or you can still use your old ticket for the rescheduled event.

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Merchandise

I haven’t received my merchandise

The band, their management or their fulfilment partners are responsible for fulfilment of merchandise orders and usually dispatch them within 7-14 days. If you have not received your item 14 days after placing your order, please email support@musicglue.com and we will let you know who you need to contact directly.

Some of my items are missing

The band, their management or their fulfilment partners are responsible for the fulfilment of orders. Please send us your order details and a copy of your confirmation email to support@musicglue.com, tell us which items are missing and we will then let you know who you will need to contact directly.

I have bought merchandise and need to change it for a different size

This is at the discretion of the band, their management or their fulfilment partners. Please contact us at support@musicglue.com as soon as you become aware that you need to change your product. We will then give you the email address for the relevant contact in order for you to find out whether an exchange is possible or not. If it is, they will contact you directly to organise the returning of the goods. Once the goods have been returned and certified as being in an acceptable state, alternative goods will be dispatched to you by them.

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Music Glue Accounts

How do I change my password?

Please visit https://user.musicglue.com/log-in and click ‘Forgotten your password?’. Enter your email address used for your purchase if you are a customer or the email address your account was set up with if you are a client. An email will then be sent to this email address with the option to change your password.

Customers – How do I access my account?

When you make a purchase/download 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 https://user.musicglue.com/log-in. Your username is the email address you provided on your order/download. If you can’t remember your password or did not receive one then please click the ‘Forgotten your login details?’ icon. An email will then be sent to you with the option to change it.

Is there a Music Glue application for Facebook?

Yes there is. Via the Music Glue user app, go to ‘profile’ and then ‘connect’ under ‘social networks’. For full instructions on this, please see slides 6 and 7 of our ‘Customising your profile’ tutorial.

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Event Information

What ID will be accepted with my ticket?

Accepted IDs change from venue to venue, therefore unfortunately we cannot know the answer to this as the decision lies with the venue. Please contact the venue directly 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 ticket will have the door time on it, however rarely this may be incorrect. In order to find out for certain please contact the venue.

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Uploading Tracks

How can I upload a free bundle of tracks to my account?

Please login to your Music Glue account. You can find tutorials on how to set up digital tracks on our tutorials page.

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.

I want to set up a Music Glue site. How do I sell music, merch and tickets?

Sign up for a free account at www.musicglue.com and follow the set-up wizard. There are tutorials which guide you through the process of setting up digital, merch, print on demand, tickets, bundles and more on our tutorials page.

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Client Payments

Tickets

Customers will pay 10% Service Charge on top of the ticket price, with a minimum of £1. We will send your payment (unless ticket stock is owned by a third party) on the first working day after the event has passed (unless otherwise agreed – for example, at the end of a tour). You will receive a payment confirmation email on the day the payment is sent. Please ensure that your payment details are submitted by going to your account, then Settings > Payment > Payment Details, otherwise the payment cannot be processed.

Merchandise

We keep a 10% service fee on the total transaction including postage and deduct any fulfilment charges if applicable – our 10% fee includes VAT. We will send you a statement of sales and an invoice for our services on the first working day of the month one month after: the day of dispatch (for regular orders) or the day of the release (for pre-orders), i.e. we would send you a statement of sales for physical items dispatched/released in January at the beginning of March, to ensure that we have time to deal with any customer issues. We will send your payment on the same day as the statement and the invoice. If you use fulfilment centres other than Music Glue’s or self-fulfil: please make sure to indicate that your items were dispatched as soon as you fulfil them so we include the sales in your statement and send your payment. Orders not marked as ‘Dispatched’ will not be paid, even after the pre-sale release date. To do this, go to Products > Catalogue > Fulfilment, tick the box next to the order then select ‘Dispatched’ from the dropdown menu at the top and click ‘Apply’. Please ensure that your payment details are submitted by going to your account, then Settings > Payment > Payment Details, otherwise the payment cannot be processed.

Digital

We keep a 10% service fee on the total transaction value – our 10% fee includes VAT. We will send you a statement of sales and an invoice for our services on the first working day of the month one month after: the day of the sale (for regular orders) or the day of the release (for pre-orders), i.e. we would send you a statement of sales for digital items sold/released in January at the beginning of March, to ensure that we have time to deal with any customer issues. We will send your payment on the same day as the statement and the invoice. Please ensure that your payment details are submitted by going to your account, then Settings > Payment > Payment Details, otherwise the payment cannot be processed.

Further important information

Payments: We can only pay you after you have confirmed the payee and have provided a valid payment account. You can do this by going to your account, then Settings > Payment > Payment Details. We send payments automatically via BACS files; please note that the bank takes 3 working days to process them.
Bundles: Items included in a bundle are accounted and paid for as individual items and depending on date of event, digital release or product dispatch.
Pre-sales: It is important that you mark your pre-sale products as such in your Music Glue account, so that we can account to you correctly and it is made clear to the customer. You can do this by going to Products > click on the product(s) > Schedule > tick Presale > select ‘General Sale Start’ date and time.
Fees: We only charge you a small fee of £0.22 when the amount of the sale is less than £3. Minimum price for products must be £0.25 unless you give it away for free or it’s a Pay What You Want product in which case it’s £1 minimum.

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