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FAQ

FAQ - Coronavirus and events

In order to comply with government guidelines, most event organizers have to cancel or postpone their events to avoid the spread of Coronavirus.

Please refer to the information below concerning our events.

List of cancelled and postponed events

Last update on December 2, 2020































I have tickets for an event, but I have not yet received information about cancellation or postponement, what should I do?

If we have not yet contacted you regarding an event, it is because we are awaiting the official decision of the organizer. Perhaps a postponement date has not yet been decided. You do not need to contact us, we will contact you as soon as a decision is made for the event in question.

Please, note that we can only offer refunds if the event organizers cancel the event. It is therefore not worth asking for a refund until the event is officially cancelled.

How can I support the cultural industry in this difficult time?

The past few days have been very difficult for the arts, culture and entertainment industry, and sadly this is probably just the beginning. The financial impact of the cancellations is enormous for everyone involved in the organization of an event. Artists, venues, technical and administrative teams, producers, ticketing, and audiences are all suffering from this situation. If your financial means allow, please know that not asking for a refund will make a big difference.

You can also make a donation to any cultural organization.

What if my event is cancelled due to Coronavirus?

If you purchased tickets online or by phone for a cancelled event, you do not need to request a refund with our customer service department, no further action is required on your part; we will automatically refund the tickets in the upcoming weeks.

Please note that we have to coordinate the refund process with the event organizers, and it can take a little longer during this time when people are working from home. It is possible that the refund will not appear on your account for another month, due to the large number of transactions we have to process. Your patience and understanding are greatly appreciated.

Please wait until May 30, 2020, to contact us if you haven't received your refund.

If you bought your tickets in person at the box office, you must go back to the box office, with your tickets and the card used for payment, to claim your refund. If you are unable to go to the box office or if the box office is closed, please contact us by email at [email protected] or call our customer service 514-849-0237 or toll-free 888-905-0070.

What if my event is postponed due to Coronavirus? Should I request an exchange?

If you purchased tickets online or by phone for a postponed event, we will contact you to inform you of the new date. You can also visit the webpage of the show to see what the new date will be.

You do not need to exchange your tickets with our customer service; your tickets will be valid for the new date.

If you bought tickets in person at the box office and the event is postponed, you can keep your tickets, they will be valid for the new date.

What if my event is postponed due to Coronavirus, but I can't attend the event on the new date?

If you cannot attend the show on the new date, please contact us by email at [email protected]

If you bought tickets in person at the box office you can keep your ticket, it will be valid for the new date of the show. If you cannot attend the show on the new date, you must contact the box office for further details. If you are unable to contact the box office, please contact us by email at [email protected] or call our customer service 514-849-0237 or toll-free 888-905-0070.

I can't travel because of government restrictions in place due to Coronavirus. Can I get a refund?

We can only offer refunds if the event organizers canced the event. If you have a tickets for an event that hasn't been cancelled, regular exchange and refund policies apply, ie, we cannot offer exchanges or refunds.

I'm worried about Coronavirus. Can I get a refund?

We can only offer refunds if the event organizers cancel the event. If you have a ticket for an event that hasn't been cancelled, regular exchange and refund policies apply, ie, we cannot offer exchanges or refunds.

FAQ

FAQ

How do I purchase tickets?

You can purchase tickets by going to our website at www.ticketpro.ca, by calling our customer service at 1-866-908-9090, or in person at a Ticketpro outlet. Click here for a complete list of Ticketpro outlets. The Ticketpro website and call centre accept Visa, MasterCard, American Express, and Interac Online. Ticketpro outlets accept cash.

Which banks offer Interac Online?

The following banks currently offer Interac Online: Royal Bank, and Canada Trust.

How do I print my e-Ticket?

An email will be sent to you within a few minutes of purchasing your tickets. The email will include your e-Ticket attached as an Adobe PDF file that you print on any printer on standard 81/2" x 11" paper.
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Is my e-Ticket a valid ticket?

Yes, your e-Ticket is a valid ticket. No other ticket will be sent to you.

What if I haven't received my e-Tickets?

If you are unable to find the email containing your e-Ticket, it is possible that it was caught by your spam filters. Make sure to check your Junk or Spam folder for an email titled "Ticketpro Confirmation", and drag it back to your inbox or mark it as Not Spam.

If you are using Gmail, the email may be found in the Promotions tab of your inbox.

You can also print your e-Ticket yourself: log into your Ticketpro account, click on the "My tickets" link at the top of the page, then click on "Reprint tickets".

For more help, please call in to our customer service at 1-866-908-9090 and our operators will be happy to help get your tickets to you.

How can I reprint my e-Tickets?

To reprint your e-Ticket, log into your Ticketpro account, click on the "My tickets" link at the top of the page, then click on "Reprint tickets".

What do I do if I lose my tickets or they don't come in the mail?

If you lose your tickets or they don't arrive in the mail, please contact Ticketpro at 1-866-908-9090.

Can I get a refund or exchange my tickets?

All sales are final and so it is not possible to a refund or exchange your tickets. If an event is cancelled you will be advised by email or by telephone on how to get a refund or use the tickets for the rescheduled event.

Why do you charge a service fee?

The service fee covers the cost of providing a service; it pays for things like the software that provides the convenience of online purchasing and e-tickets, our customer service which is available to you 7 days a week from 9 am to 10 pm, the printing and distribution of tickets, etc.

Who determines the amount of the service fee?

Ticketpro works with the event organizer to determine the service fee. It will vary depending on the event and the ticket price.

We are here to help. If you have any problems purchasing tickets please call us at 1-866-908-9090 or by email at [email protected].



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