Having served over a million happy customers you can bet we've been asked all sorts of questions over the years, from the fairly normal to the completely bizarre. Here is a helpful list of our most frequently asked questions answered by our customer services team.
Our gift cards are completely customisable. Include whatever balance you'd like, plus a unique and personal message to your chosen recipient. You can also choose to schedule the delivery of your gift card, to make sure that no surprises are spoiled!
Give that special someone the gift of live entertainment this year!
You can find out more about our gift cards by clicking here.
If you can no longer attend the event, you are welcome to sell your tickets on for face value.
We've partnered with Twickets so fans can buy and resell tickets at a fair price. You can find details
on how to sell your tickets by clicking here.
We are indeed! We launched in April 2007 and since then we've had the pleasure of getting over a million of you into the gigs you love. We work with many of the UKs biggest promoters, festivals and venues, as well as providing ticketing services to household names such as Absolute Radio and Time Out.
All our tickets are sourced directly from promoters and venues. We are not an auction site, and you won't find us selling tickets at ten times their face value. Check out our contact us page, and you'll see that we don't hide behind a PO Box number or a non-geographic phone number, and all our company and VAT registration details are there to provide complete transparency.
Gigantic are also members of STAR (Society of Ticket Agents and Retailers) who are the leading self-regulatory body for the entertainment ticketing industry across the United Kingdom, so you know you are always in safe hands.
Gigantic account is your own personal and secure login to Gigantic.com to make purchasing tickets quick and easy. You can set up an account by going to Gigantic.com and clicking "My Account" in the top right hand corner of the screen. From here you simply follow the on screen instructions and you'll be set up in minutes.
Card details are sent directly to our payment processing bank, we get back a unique reference which we can then use to link your account to your card. This means that Gigantic do not and will never have access to your card or bank details at any stage making it completely secure. Only the last 4 digits of your card number are available to our staff and this is what will be displayed in your account. You can chose to remove this from your account at any point, but with your card details saved to your account you will be able to login and purchase tickets in seconds!
Nope, your account can be edited by you at any stage. You can change everything; address, phone number, card details etc. This allows you to be completely independent when it comes to your ticket purchases, which means you can spend more time enjoying the gigs you love and less time on the blower to customer services.
You will only need to notify Gigantic of changes to your account if changes occur while you are waiting for a ticket order to be dispatched. If you fail to notify us of changes in this instance your tickets will not get sent to your new address and Gigantic will not be held accountable if these tickets go missing.
A booking fee is an additional charge on top of the face value of the ticket that makes everything happen. We know no one likes a booking fee, but sadly they are necessary and as a rule Gigantic do always negotiate with venues and promoters to provide the lowest booking fees possible.
Booking fees pay for Gigantic to offer a 7 days a week, 24 hours a day booking service, labour costs, dealing with any order issues, keeping the website and mobile site running smoothly, developing the technology to make the order process as easy and efficient as possible, and ensuring you never need to queue up at a venue Box Office to buy tickets.
You'll get a clear on screen confirmation with a unique reference number when your transaction has successfully completed. You will also be instantly sent a confirmation email to the email address you provided.
We accept Visa, Visa Debit, Electron, MasterCard, Maestro, Solo, and JCB cards. Sorry, we don't do Paypal, Diners or American Express.
If after entering your details and clicking "Buy Tickets" you are returned to the order form, scroll down to see what has happened. You may have just missed something out or entered it incorrectly. There is no need to start your booking again from scratch, just check all the details you have entered carefully, then submit your order again.
We have compiled a check list below of the most common reasons why orders fail:
The address you provide MUST be the address that your CARD is registered to (i.e. the address where your card statements are sent to), including the full postcode where applicable. If you have recently moved, or are a student with a term time and home address, please consider where the card itself is currently registered.
If you have a UK postcode beginning "CR0" or ending "0XX", please note that the "0" in either case should be entered as a zero, rather than the letter "O".
If your card has a start date or valid from date, or an issue number, please enter these as they are required for some types of card.
If you are using a wheel mouse, please check that the expiry date and start date are correct before you click the button, as these can inadvertently be altered when scrolling down with the wheel.
Please double check the CVS number (the last 3 digits from the signature strip on the back of the card). This is typically changed when a new card is issued, so if you have recently received a new card please check that you are entering the correct number.
If you are still having problems please contact us.
We do not accept cash, cheque or Paypal payments.
This will depend on who is acting as the payment processor for the event.
The majority of our events are set up to use Gigantic's payment processor. We don't get given much space on your bank statement, but Gigantic payments will appear as:
Gigantic.com tkts
#YOUR-ORDER-REF
If the promoter has requested we use their payment processor, this sale will appear on your bank statement under the promoters name.
We use state of the art technology to protect us, and you, from fraud. Sometimes we will ask customers to provide us with additional information to confirm that they have authorised a ticket purchase. Please don't be offended if this happens ? it's better to be safe than sorry!
Yes, we use 256-bit SSL encryption, the highest standard in common use. We use a GeoTrust Digital Certificate, and our order form carries the GeoTrust Trusted Site Seal, which you can click on for visible, real-time assurance that our site is protected by one of the most trusted digital certificate providers on the web.
Tickets are delivered via Royal Mail standard post. If the tickets you are buying are irreplaceable, we will send your tickets out using a secure and insured delivery service. In these circumstances we use either Royal Mail Special Delivery or DX Secure. The cost for using these signed for services is higher than standard delivery and is set by the delivery companies not ourselves. This higher cost will be reflected in your delivery charge
A delivery charge includes the secure delivery of your tickets to your stated address as well as the physical ticket stock, the printing and packing of your tickets and the labour involved with this.
For orders outside of the UK, we will make an international delivery option available where possible. If the tickets are irreplaceable we will insist that you pick your tickets up at the venue's Box Office on the day of the event to guarantee entry and ticket security.
Tickets are usually dispatched around 5 days before an event is due to take place.
As soon as they arrive in stock from the promoters, we will send them straight out to you in the post.
If you still haven’t received your tickets 3 working days before the event, please notify us and we will make alternative arrangements for you.
If your tickets are being posted and you haven't received them 10 days prior to the event, please contact us with your reference number and we will chase it up for you. Please DON'T leave it until the last minute to get in touch. It's important to contact us at least four working days before the show, so that we can contact all the parties involved on your behalf.
If your order has not already been dispatched, you can change your delivery address online. To do so please either use the order tracker or login to your account (if you set one up when purchasing tickets).
Be advised that Gigantic always strive to get your tickets to you as quick as possible, which is why it is a matter of urgency that you update your address or instruct our customer services team to do so as soon as possible. Gigantic cannot be held responsible if your tickets have already been dispatched to you prior to a change of address. In such instances Gigantic may not be able to refund or replace these tickets and we may not be able to make alternate arrangements for you.
If it's too late to get tickets to you by post, for most events we can offer Box Office Collection.
D'oh! Please check your tickets as soon as they arrive so we can try to sort out any problems. If anything seems to be wrong, please contact customerservices@gigantic.com straight away.
Box Office Collection means that your tickets will be waiting for you at the venue, usually an hour or so before the show starts. You will need to take the card you booked with, your reference number and valid ID (passport/drivers license) when you pick your tickets up.
Sometimes there is a fee for box office collection, this is to help cover the costs of the administration of arranging the collection and posting tickets to the venue when necessary
If the booker's name has been printed on the ticket(s)- the tickets must be collected by the person who is named on the ticket.
If the booker's name has not been printed on the ticket(s)- please contact customerservices@gigantic.com 72 hours before the event to enquire if somebody else can collect the tickets on your behalf from the Box Office providing they have a letter of authorisation, written by you.
If someone else is collecting your tickets from the Box Office they will need to provide a letter of authorisation to the Box Office from yourself, and the ticket collector will need to provide a valid form of ID (passport/drivers license).
Please note that letters of authorisation won't be accepted by every venue, and you should always check each event's specific terms of entry before trying to used one.
Use this form to email a letter of authorisation to the person collecting your tickets. Depending on the recipient's email filtering this may go to their junk folder.
Please note a copy isn't sent to Gigantic and we can't trace any letters sent using this form.
More often than not a single event will be being sold by numerous ticket agencies who will each have different allocations of tickets for the event.
As a result it's not unusual for different vendors to sell out at different times. This means that sometimes we will have tickets available that are sold out elsewhere.
Unfortunately, rules from venues or promoters mean that some tickets cannot be replaced. Always keep your tickets safe, after all they are essentially cold hard cash. Be aware that tickets are often printed on heat sensitive paper for security reasons, so please be careful where you leave them!
If the worst has happened, please contact us, quoting your reference number. If it's possible, we will make alternative arrangements to get you into the event. Please DON'T leave it until the last minute to get in touch. It's important to contact us at least four working days before the show, so that we can contact all the parties involved on your behalf
Please tell us! We've tested our site using the most common platforms and browsers, but there are so many different combinations out there it's impossible to test them all. If you spot something that's not working properly, or just looks plain odd, let us know so we can fix it.
Click here to report your bug to our IT team
We really appreciate your input in helping to make the site better for everyone.
Of course! We always recommend you read our Terms & Conditions before purchasing your tickets. You can read our Terms & Conditions by clicking here.
Tickets purchased are strictly non-transferable and non-refundable. We can only offer a refund with permission from the event organisers.
If you have purchased ticket protection you can find the details on how to make a claim on our website by clicking here.
Please allow 5-7 working days for the funds to appear in your account.
For security reasons we are unable to refund to a different card or payment method.
If the money still hasn't reached you after 28 days, please our customer serivce team, quoting your order reference number.
Payment Plan allows you to pay for your ticket(s) over a number of instalments. Any booking & delivery fees will be included in the first payment.
Then, on the 1st of each month following you will pay off another chunk of the tickets you have ordered. There are no hidden costs or booking fees applied to the subsequent payments.
If the 1st of the month falls on a weekend or bank holiday, your payment will be taken the next working day.
If the funds aren't available in your account on the 1st of the month, if your card has expired, or your bank has rejected the payment due to 3D secure, you will be notified and given the opportunity to pay the amount due.
If you wish to cancel you payment plan, please notify us on customerservices@gigantic.com at least 7 days before the next payment date. We will then cease to take any remaining payments. Please note you will NOT be entitled to a refund of any previous payments.
If a payment gets rejected you will be sent an email to inform you. This email contains instructions to change the card on your payment plan should you need to, which will enable you to make the missed payment, and stay within the payment plan.
No, as stated when you place an order all tickets are sold on a strictly non-refundable basis.
No, all payments must be made as per the payment plan schedule you agree to upon purchase.
By tracking your order, you can view a breakdown of your payment plan schedule.
No, once an order has been placed, tickets cannot be changed. Take extra care to make sure you only order the tickets you actually want.
If you need to change the card attached to your payment plan, please contact customerservices@gigantic.com
They can cancel the next payment for you which will automatically send you an email containing a link, here you can add a new card for future payments!
If you decide you no longer wish to attend the event, you will need to inform us in writing 7 days prior to an upcoming payment date that you wish to cancel your order. We will then cease to take any remaining payments. Please note you will NOT be entitled to a refund of any previous payments.
We will only share your data with promoters and artists if you give us permission during the checkout process.
You can read our privacy policy by clicking here.
If you send us an email at customerservices@gigantic.com with your full address and the last 4 digits of the card you booked with, we will be able to locate your order for you!
If you have a Gigantic account, you will be able to change your delivery address there so long as the tickets haven't been disaptched. If you didn't make your order through a Gigantic account, just send our CS team an email and they will get the address changed for you!
Sure! If you have deleted your confirmation email, just get in touch with our customer services team through customerservices@gigantic.com and one of the team will resend it to you!
A venue restoration/facility fee is a small charge directly given to the venue to help cover costs.
An ARN number is a reference number all banks use to track payments, please liaise with your bank and they should be able help locate the transaction. Please contact our customer service team if you need one to track your refund after 10 working days.
If it has been over 10 working days and no funds have arrived in your account, please double check first that you are checking the right account. You will need to contact your bank first to see if there are any issues their side as to why the money has not arrived to you. If they cannot locate the funds then contact our customer services team!
There is no difference in tiers other than the price. The earlier you book the ticket the lower the tier and cheaper the price!
Just send us an email on customerservices@gigantic.com and one of the team will close your account for you! This process can take up to 28 days.
Once you have made your booking you will receive an email confirmation. Follow the link included in this email and you will be able to download your tickets there!
Don't worry if you delete the email, our customer services team can always resend it to you!
There is a small fee charged for e-tickets. This is to help towards the costs of the scanning equipment and the staff scanning the tickets on the night!
Transaction fees are a one off fee per order that help pay for operational business costs such as card payment fees.
No, you don't have to print your tickets out. If you would prefer to show the tickets on your phone, thats fine!
The tickets will be available to download a lot nearer the time of the event. This is to avoid the resale of tickets through online touts.
You will be notified via email when they are ready to download!
This is perfectly normal and is a security measure to prevent the sale of fake tickes.
Screenshots of your mobile ticket won't be accepted.
You simply show the ticket on your phone when you arrive at the venue!
There is sometimes a small fee charged for mobile tickets. This is to help towards the costs of the scanning equipment and the staff scanning the tickets on the night!
Please make sure you register with the email used to purchase the tickets before attempting to log in.
You can download the app here:
You might be prompted to sign up to both the OVO app and the AXS platform, please ensure you do this.
If you have done this, try deleting and reinstalling the app.
Sometimes tickets do not appear until a day or two before the event as part of the promoters anti-touting policy.
We currently don't have any shows on sale that use our Tixseve app. You can track your order by clicking here to locate your tickets.
Mobile tickets will be available to download a lot nearer the time of the event. This is to avoid the resale of tickets through online touts.
You will be notified via email when they are ready to download!
In order to download your mobile tickets, you must download the following app:
If you can't see your email confirmation land in your inbox around 10 minutes after making your booking, please double check your junk/spam folder as they can sometimes filter into there!
If you still can't see it, please email customerservices@gigantic.com and we can track it down for you!
If you can't see your e ticket land in your inbox around 10 minutes after making your booking, please double check your junk/spam folder as they can sometimes filter into there!
If you still can't see it, please email customerservices@gigantic.com and we can track it down for you!
All Roundhouse events are now digitally ticketed, including this event. Your tickets for this event will be digitally sent to you directly from the venue.
You should expect to receive an email with instructions on how to access your tickets no later than 5pm on the day of the show, when the Roundhouse Box Office opens. If you experience any difficulties, speak to the box office when you arrive. Please ensure to have your order reference number at hand when speaking to the box office.
Instructions will be sent from hiya@roundhouse.org.uk - to ensure you receive them in your inbox, add this to your address book now (e-tickets will not be delivered by Gigantic Tickets). If you cannot see them in your inbox after 5pm on the day of the event, please check your junk or spam folders. If you still cannot see them, please make your way to the box office with your order reference number once you have arrived at the venue and the box office staff will be able to assist you.
If you have any further questions or issues, please visit https://www.roundhouse.org.uk/faqs/digital-tickets/.
If you are booking two working days before the show your tickets will be available for collection at the Roundhouse Box Office, please take your order reference number to the box office on the night.
In order to access your AXS mobile ID tickets and more, you must download the following app:
Gigantic now offer a refund plan option to protect your tickets, please follow the link below:
https://www.gigantic.com/ticketplan
please note, SUPPORTING DOCUMENTATION MUST BE PROVIDED TO SUPPORT YOUR CLAIM. REFUNDS WILL NOT BE ISSUED WITHOUT THE PROVIDED EVIDENCE.
Enter your gift voucher number at the end of the booking process just before payment. First select your tickets and accept our terms and conditions. Unfortunarly we cannot accept gift certificates for events sold through Stripe.
1. Click or tap 'Have a gift certificate?'.
2. Enter your code.
3. Press 'Apply'.
4. Any remaining balance will be taken off your total payment.
Note: If you are looking to apply a discount code, this needs to be done on the event page, where you select your tickets.
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