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FAQ - POR-EN

ED SHEERAN, LISBON, PORTUGAL, 2019

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

How much are the face value tickets?

The face value of the ticket prices is €59 / €65 / €80 / €90. There will be a booking fee of 6% applied to any tickets purchased online.

If you purchase at a ticket outlet there will be a small vendor service fee on top. No booking fee will be charged on FNAC, for FNAC loyalty card owners, on Worten, for Worten loyalty card owners, and for everyone on CCB, C.C. Dolce Vita, Casino Lisboa and Ticketline Headquarters

What is unethical secondary ticketing and ticket resale?

Unethical secondary ticketing is when people buy tickets at face value and then re-sell them at inflated prices via non-artist approved methods and websites, thus denying real fans the chance to buy at face value.

Personalization

In order to put a stop to the secondary ticketing market, absurd prices and fan rip-offs, the tickets are sold personalized, which means that the name of the ticket purchaser is printed on the tickets. At the time of admission, the name printed on the ticket must correspond with the identity document (valid photo ID) to be presented, the second (and possibly third and fourth) person only receives access to the concert at the same time as the person issuing the identity card. Upon request, proof of purchase (receipt or invoice) must also be provided.

That means: When buying tickets, each of your tickets will be personalized with your name. At the entrance to the show, your (maximum of three) accompaniments will only be shared with you.

The promoter reserves the right to check IDs for verification at the entrance to the venue. Please bring a valid photo ID document, the proof of purchase of your ticket(s) (invoice or receipt) and get into the venue together with your friends and family you bought the tickets with.

So where should I buy my tickets from?

The only authorised places to buy tickets for Ed Sheeran in Lisbon Estádio da Luz are www.Ticketline.pt, SEETickets.com, SEETickets.es, Ticketmaster.es, FNAC, El Corte Inglés, Worten, Agência ABEP, Masqueticket, Digitick, Galeria Comercial Campo Pequeno, Casino de Lisboa, CCB, Do Alentejo Pro Mundo, C.C. Dolce Vita, Fórum Aveiro, MMM Ticket, C.C. Mundicenter, Note!, Shopping Cidade, SuperCor, Time Out, UTicketline e Ticketline headquarters.

The full list of outlets is available at Everythingisnew.pt

Tickets bought from 3rd party websites and resellers are not valid for entry.

How many tickets can I buy?

You may buy up to 4 tickets. Any person found to be purchasing over this amount will have the surplus tickets cancelled.

But we want to go as a bigger group/family?

That is fine, but you will need to purchase in separate transactions, and on different credit cards. A maximum of 4 tickets can only be made in 1 transaction. Anyone found to be flagrantly breaking the terms of purchase will have tickets cancelled.

Can I buy tickets as a gift?

If buying online, yes you can but the person that the gift is intended for must be included in the party that you enter the stadium with.

If buying at an outlet, you may buy the ticket for the person you wish to give the gift to and ask for their name to be printed on the ticket. This person must have a valid photo ID with the same name printed on their ticket and have the proof of purchase of the ticket with them when entering the stadium.

What are the entry requirements?

For a ticket to be valid the lead booker (purchaser) must at any point be able to provide all of the below, this includes on arrival at the show to gain admission;

i) The ticket(s)
ii) The credit or debit card used for the purchase and shown on the booking confirmation as it is your ticket(s)., only on tickets purchased online
iii) The proof of purchase of the tickets (invoice or receipt)
iv) A valid photo ID (passport or driving license or citizen card) matching the customer name printed on the ticket.

What are the age restrictions?

Any one above the age of 6 years old may attend the show.

Are cameras allowed?

Personal compact cameras and phone cameras are allowed, but professional cameras are prohibited, and will be denied entry. Cameras with interchangeable lenses will be denied entry.

I can’t go any more and need to sell on my ticket. What do I do?

Under no circumstances should the ticket be re-sold for profit or on a secondary ticket website, as this is illegal. If the ticket is found to have been sold on a secondary ticket website, the ticket will be cancelled. If you have extreme circumstances and can no longer attend, please contact ticketing@everythingisnew.pt, explain your reasons for not being able to attend the show.

When will we receive our tickets?

For tickets purchased online, the buyers will receive the tickets 30 days prior to the concert. For tickets purchased in an outlet, the tickets will be issued as soon as you buy. However the name will be printed on the ticket there.

I can’t find my confirmation email?

Firstly, please search your email for the ticket company that you purchased through to see if the email confirmation email is there. Alternatively, please call your point of purchase to help trace your booking.

How early should we turn up?

Doors will be at 5pm. You can arrive any time around that time. The support act will start any time from 8pm onwards. Times are subject to change. Exact show times will be provided closer to the show date. We anticipate that the show will not finish later than 11pm.

I bought tickets off an unauthorised secondary ticket re-sale website and have been refused entry. What can I do to get my money back?

The secondary ticket market is illegal so your ticket will be invalid. We will give you an official refusal of entry letter and you can then attempt to claim a refund from the secondary ticket site you used. Please go back to the website concerned and refer to any promises or guarantees made at the time of the purchase.

How do I arrange to buy tickets for someone requiring disabled access?

The tickets can be bought through the authorised sellers.
If you have any questions, please e-mail acessosespecial@everythingisnew.pt or call +351932491916

Any further tips on the ticket buying process

Have all of your payment details ready once you are through to the ticket selection page. Tickets are expected to sell quickly, and we want everyone to have a smooth journey buying their tickets. Be ready and prepared and you’ll sail through the process.

Please only buy tickets from the authorised sellers.

Please ensure that you add the ticket website that you buy your ticket from to your safe list of email to ensure you receive your confirmation email.

 

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