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FAQ - HK - EN

Ed Sheeran Divide World Tour 2019 Hong Kong

17 – 18 April 2019

Frequently Asked Questions / Ticket Purchase Guide

In the run up to putting a tour on sale we often get asked lots of questions relating to the shows and ticket sales. This handy guide has been put together to help you navigate your way through the process. We are working really hard behind the scenes to do everything so as to make sure that tickets end up in the hands of genuine fans.

1.           How much are the ‘’face value’’ tickets?

The face value of the ticket prices is between HK$888 and HK$1,288. Please note that a customer service fee of HK$15 per ticket will also apply to all bookings.

2.           What is unethical secondary ticketing and ticket resale?

Unethical secondary ticketing is when tickets are purchased at face value and re-sold at inflated prices via non-artist approved or unauthorised platforms, thus denying the fans the chance to buy at face value.

3.           Why will my name be printed on the tickets purchased?

In order to put a stop to the secondary ticketing market, absurd prices and fan rip-offs, all tickets sold are personalised, which means that the name of the lead attendee [whose full name as provided by the ticket purchaser (HK Ticketing Account Holder) at the time of ticket purchase] will be printed on all ticket(s) of that booking transaction. The name printed on the tickets cannot be changed after completion of the transaction.

At the time of admission, the name printed on the ticket(s) must correspond with the photo ID presented. All attendees under the same transaction must arrive at the same time as the lead attendee, i.e. the second (and possibly third and fourth) companion only receives access at the same time as the lead attendee producing the photo ID. At the entrance to the show, the companions (maximum of three) must enter together as a group with the lead attendee.

The lead attendee should be ready to provide at the entrance with his/her Photo ID - the Event Organiser reserves the right to check authenticity of the ticket(s) and personal data.

4.           Where should I buy my ‘’face value’’ tickets from?

The only authorised channel to buy tickets for these events is the HK Ticketing ONLINE sale channel at https://www.hkticketing.com/.

Any tickets purchased from third party websites and unauthorised resellers such as Viagogo, StubHub, Carousell or similar are not valid for entry at the venue.

5.           How many tickets can I buy?

Each HK Ticketing Account Holder is only allowed to purchase a maximum number of 4 tickets per Show Date of the Event.

6.           How about if I have purchased more than 4 tickets for each Show Date under the same HK Ticketing Account?

Where any ticket purchaser (i.e. HK Ticketing Account Holder) is found violating these terms and conditions, which means the total number of tickets for each Show Date is more than 4 tickets, HK Ticketing and the Event Organiser have the sole discretion to cancel the latest transaction(s) in question, without prior notice. In such case, the transactions in the Transaction History under “My HK TICKETING Account” and the Purchase Confirmation issued by the system upon completion of the transaction will be incorrect or no longer valid and the customer service fee of HK$15 per ticket for every cancelled ticket will be retained by HK Ticketing being the administration fee of such refund arrangement.

7.           How many tickets are available for each Credit Card?

Number of tickets purchased for each credit card is limited to 4 tickets per Show Date. In case of having tickets cancelled under a credit card, such card cannot be reused for further bookings for the Event.

8.           How can I pay?

For online booking at https://www.hkticketing.com, acceptable card payments are Visa, Mastercard, American Express and Union Pay.

 

9.           Can we attend the show in a bigger group?

 

You will need to purchase on different HK Ticketing Accounts using different credit cards. A maximum of 4 tickets can only be purchased per Show Date per Account. Tickets purchased in breach of Terms & Conditions are subject to invalidation.

10.        What are the entry requirements?

For a ticket to be valid, the lead attendee [whose full name, as provided by the ticket purchaser (HK Ticketing Account Holder) at the time of ticket purchase] must at any point be able to provide the below, this includes on arrival at the show to gain admission:

i.            The ticket(s)

ii.           The Purchase Confirmation

iii.          A valid photo ID matching the lead attendee’s name on the ticket(s)

Any ticket holder(s) unable to provide the required and valid identification documents may be denied entry to the venue without refund.

As each ticket will be personalised with the lead attendee’s name, your companions (maximum of three) must enter together as a group.

11.        Can I buy tickets as a gift?

Yes, tickets can be purchased as a gift – the recipient’s full name (matching the recipient’s photo ID) must be input into the “Ticket Details (Name on Ticket)” form during the ticket purchasing process by the ticket purchaser (HK Ticketing Account Holder) at the time of ticket purchase. The name of the lead attendee, cannot be changed after the completion of the transaction.

12.        How many attendee names can I input at the time of ticket purchase?

Only one name of the attendee is required to be provided at each transaction. The full name of the attendee as in his/her Photo ID must be provided. The name provided shall be the lead attendee, he/she may have a maximum of three companions. The lead attendee’s name cannot be changed after the completion of a transaction.

13.        When will we receive our tickets?

All physical tickets will only be made available and issued starting from 10AM on 3 April 2019 at all HK Ticketing Authorised Agents or Box Offices. For a list of locations please visit https://premier.hkticketing.com/Content/outlets/agency.aspx/.

For all successful purchases, the ticket purchaser will receive a Purchase Confirmation or go through the “Transaction History” under “My HK TICKETING Account”.

To collect the ticket(s), the credit cardholder must provide the credit card used for purchase ticket(s) in person. All tickets are only collected by credit cardholder in person by presenting the ticket purchase card at HK Ticketing’s box office and outlets on or after 3 April 2019.

Show will begin on time. To avoid delays entering the venue, please make sure to pick up your ticket(s) at any HK Ticketing outlets prior to the Show Date(s).

14.        I can’t find my Purchase Confirmation via email. What should I do?

The Purchase Confirmation email will be sent by HK Ticketing (noreply@hkticketing.com) to the ticket purchaser. If you are unable to find your Purchase Confirmation, please ensure that the email has not gone to your “Spam” or “Junk Mail” folder, or you may refer to your Transaction History under “My HK TICKETING Account” for reference. You may also email online@hkticketing.com together with your transaction number or any relevant information of your purchases if you require further assistance.

15.        Are cameras allowed?

Small personal cameras and camera phones are permitted, but professional cameras (any camera with removable lens) are prohibited.

16.        I can’t go any more. Can I cancel my tickets or pass to someone?

Ticket(s) cannot be cancelled after completion of the transaction. Tickets are strictly non-transferable and cannot be resold or offered for resale. The lead attendee’s name printed on the ticket(s) cannot be changed after purchase. Resold ticket(s) may be cancelled without refund or prior notice, and any person who is found to have purchased resale tickets will not be able to gain entry to the venue.

17.        How early should we turn up on the day of the show?

More information will be announced nearer to event dates. Please stay tuned to AEG Presents Asia (http://ed.asia.aegpresents.com/hk) & HK Ticketing webpage details for the latest information.

18.        What is the child admission policy for this show?

A valid ticket must be presented for admission. Age Limit for Seated Zone: Age 6 or above. Age Limit for Standing Zone: Restricted to Age 12 or above with Height Limit 140 cm.

19.        How do I arrange to buy tickets for Wheelchair users?

There are dedicated areas for wheelchair users and these can be purchased via the HK Ticketing ONLINE sale channel at https://www.hkticketing.com/.

20.        Any further tips on the ticket buying process?

We want everyone to have a smooth journey buying their tickets. Be ready and prepared with your HK Ticketing account and you’ll sail through the process.

Please only buy tickets from the single authorised ticket seller HK Ticketing.

Please ensure your email is correct and be ready with the full name of the lead attendee to be printed on ticket(s).

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