Help: Solve an order problem

A problem with your order? Breathe: Most ticketing problems have a simple solution. This help section brings together the most common situations — ticket not received, error when ordering, payment made twice — and calmly explains to you what to do, in what order. You will also find our advice on how to contact the ticket office efficiently if you need a helping hand.

Updated on 2026-06-11 · 2 min read

Before you panic

The vast majority of problems after a purchase can be resolved in a few simple steps. A post that doesn't arrive is often just an email that fell into spam; an order “error” is sometimes misread information; a “double payment” may only be a temporary banking authorization. Before taking any action, take a minute to check the basics: your email, your account on the platform and your bank statement. You will often see more clearly.

Find the right solution

Choose the situation that corresponds to your case.

Ticket not received

Most common case

Where to look for your e-ticket and what to do if it still doesn't appear.

Fix the problem

Command error

Correct an error

Wrong date, wrong quantity or typing error: useful reflexes.

See solutions

Double payment

Banking question

Understand the difference between a true double order and a simple authorization.

See clearly

Contact the ticket office

Ask for help

How to contact the right person and prepare the right information.

Information to keep on hand

Your 'T0' order number 'T1', indicated on the confirmation email.
The 'T0' email address used during the purchase.
The approximate date and time of payment.
The event name and the date of the performance.
A 'T0' screenshot 'T1' or details of your bank statement if the problem concerns payment.

When to contact support

If, after checking your email, account and bank statement, the problem persists, it's time to contact the ticket office. Contact the site on which you purchased: it is the site that has the information about your order. Our “Contact the ticket office” guide explains how to formulate your request to obtain a quick and helpful response.

Frequently asked questions

My ticket has not arrived, what should I do first?

First check your spam, then your account on the platform, where the ticket is often available for download. If you cannot find it anywhere after a reasonable period of time, contact the ticket office with your order number. Our “Ticket not received” guide details the procedure to follow.

I have been charged twice, should I be concerned?

Not necessarily. This is often a temporary bank authorization that disappears on its own, and not a real second order. Check the exact wording on your statement and the number of confirmations received. Our “Double Payment” guide helps you make the difference.

I made a mistake when ordering, can this be corrected?

Sometimes yes, sometimes no, depending on the event and the type of error. Act immediately and consult our “Order Error” guide. If a correction is possible, it generally goes through the ticket office itself.

Who should I contact if I have a problem?

To the site on which you made your purchase: it is this which holds the information about your order. Have your order number and email address ready to save time.