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They are emailed the moment a payment goes through. If you were signed in when you bought them, they are also kept under My tickets. Each ticket carries its own QR code, which is what is scanned at the door.

Look in spam and promotions first, and check the address you typed at checkout. If it is still missing, write to us with the name of the event and the email address you used, and we will send them again.

Refunds are the organiser's to give, not ours: each event sets its own terms, shown before you pay. Ask the organiser — their contact details are in your order emails and on your order page — up to 24 hours before your event starts, and before any ticket in the order has been used. Our refund policy sets out how and when the money goes back once a refund is agreed.

The organiser will tell ticket holders by email. Where a cancelled event is refunded, the organiser transfers the money to the bank account you give them. If you have heard nothing and the date has passed, write to us and we will chase it up.

Turn the screen brightness up and hold the phone still — the code is a picture, so a screenshot works just as well as the email, and your phone needs no signal to show it. If the scanner still refuses it, the door staff can look the order up by name.

Not yet from your side. Some organisers will do it for you before the day — ask them. Most events only check the code at the door, not who is named on it.

Give it a few minutes: a bank sometimes confirms after the page has given up. The ticket email and My tickets are the word on whether an order went through. If money left your account and no ticket appeared within an hour, write to us with the amount and the time.