Frequently Asked Questions

General Questions about Tickets and VIP Passes

All tickets and/or 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 ticket and/or VIP Pass has been purchased.
National Acts will NOT offer refunds under these circumstances:
- Accidentally bought tickets and/or 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
– Pre-sale ticket purchased under wrong name
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

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 are inquiring about.
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 are inquiring about.
Once we’ve received your request, we will email you back within 24 hours.

The name on a regular concert ticket will not impact entry into an event. However, for VIP passes we will need the first and last name of each person you are purchasing tickets for to ensure seamless checkin for the meet and greet.

 
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 understand that this can be extremely frustrating. We would never take advantage of our customers. We have built a nice reputation in the industry as being a trustworthy ticketing company and we intend to keep it that way! We can provide further documentation about a particular order if needed.

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.

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 tickets 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

Convenience fees are often added for the ease of purchasing tickets remotely (either online or by phone). National Acts and its clients make every effort to keep these fees as low as possible so that the consumer does not pay more than is absolutely necessary. Convenience fees are non-refunable for any reason.

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

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

No. We do not accept payments via PayPal.

We do not ship physical tickets or VIP passes to you. After buying your tickets and or VIP Passes online, a confirmation email will be sent to you with your Print-at-Home tickets/ VIP Passes included. You will need to print this out and bring it with you to the concert along with a valid photo ID*.
*A valid photo ID constitutes as a student ID, drivers license, passport, or any ID where a current picture is shown.

National Acts will email all online customers as soon as we have been notified by the venue/promoter of an event postponement or rescheduling. This email will usually contain information regarding the new date (if available) and the refund options available to you.
If an event is canceled and not rescheduled, upon formal notification from the event promoter, we will email all online customers and refunds will automatically be applied to the credit card used by the customer at the time of purchase.
All ticketed events are scheduled to take place regardless of weather conditions. Sometimes weather or other outside considerations make the performance impossible to complete. In such instances, the event venue or the event promoter is charged with making the final determination of cancellation and refund availability. National Acts will automatically issue refunds ONLY if an event is canceled in its entirety. Refunds for rescheduled shows will be provided only with the venue or promoter’s consent.
In the event that National Acts does issue a refund for a cancellation, postponement or rescheduled show, it will be less the convenience fee per transaction.
Never discard hard tickets for a canceled/ postponed/ rescheduled events as their return is often required to get a refund when an event has been rescheduled.

Any inkjet or laser printer using 8.5″ x 11″ paper. Tickets can be printed in color or black and white depending on your printer’s capabilities.

Yes. You can have your tickets scanned from your smartphone on the night of the show or you can forward your confirmation email to someone who has a printer and they can print your tickets for you.

Just like you, thousands of other customers may be trying to purchase tickets. During a very popular on-sale, it is possible to receive a message that says seats are currently unavailable. If a customer begins the purchase process and decides not to continue, their seats are released back for sale.

When tickets are sold out, there are no tickets remaining for the event through National Acts. In some instances, tickets may still be available through the venue box office. You should contact the box office directly to inquire about any remaining tickets.

National Acts does not control ticket inventory. Only the promoter\venue determines how many, if any, tickets will be held, sold or released for public sale. If a performance is listed as “Sold Out” or “Unavailable,” you may want to check the site periodically to see if tickets have been released.

VIP Specific Questions

All tickets and/or 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 ticket and/or VIP Pass has been purchased.
National Acts will NOT offer refunds under these circumstances:
- Accidentally bought tickets and/or 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
- Pre-sale ticket purchased under wrong name
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

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 are inquiring about.
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 are inquiring about.
Once we’ve received your request, we will email you back within 24 hours.

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* 

Yes. Please include the following information below and we will issue a new confirmation email with the new VIP Passes included.

  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 are inquiring about.
  6. The first and last name of the person you wish to add
  7. The first and last name of the person you wish to remove
  8. Any new contact information (if different)
  9.  (For VIP purchasers) Don’t forget to tell us the new shirt size if your VIP package included a T-Shirt.

**PLEASE NOTE **We DO NOT honor name change requests within 24 hours of an event.**

Please discard the old VIP Passes as they will be void and unscannable. Absolutely no exceptions.

The name on a regular concert ticket will not impact entry into an event. However, for VIP passes we will need the first and last name of each person you are purchasing tickets for to ensure seamless checkin for the meet and greet.

Unfortunately, once you have purchased a VIP Package, that VIP cannot be upgraded to a higher level of VIP Package. Once you make a purchase it creates a unique order number in our system. We cannot simply transfer your order to a different package.
For those who have already bought concert tickets through a venue website, you are always welcome to purchase a VIP Package through National Acts, when and if they are available for that artist. For details on a specific VIP Package please go to the buy page for that particular event on our website at www.national-acts.com.

Before attending a “Meet & Greet”, all of our buyers will be sent an email within 24 hours of an event with Meet & Greet instructions, if instructions were not already provided in your confirmation email when you purchased. In this email, you will receive all the information as to where and when to show up at the venue. If you are on-site the artist merchandise table is always a good place to gather information about the meet and greet times.

This information will be sent to you at least 24 hours prior to the show if it is not already provided in your confirmation email.
Please have your smartphone on you and check your email and/or text messages for a notification from National Acts or a band representative within 24 hours of the show.
On the day of the show, we will most likely be communicating with VIPs via text message.
Please plan in advance to be 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. Again, please have your smartphone on you. Thanks!

Your VIP merchandise will be available to pick up during the Meet & Greet on the night of the show. If you are late or cannot attend the Meet & 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.

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.

If a Meet & Greet is canceled, the Meet & Greet portion of the package will be refunded back to you.

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.
Just send us 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 artist/band you are inquiring about.
  4. The original date / venue / city you purchased your VIP Passes under.
  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) 
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 confirmation (order) number, and a valid photo ID that matches the name on your printed out Receipt.