We’ve put together this handy guide to help you navigate your way through the process of EVENTIM.Pass, our brand new App feature . We are working hard to do everything we can to make sure that tickets only end up in the hands of genuine fans.

What is EVENTIM.Pass?

EVENTIM.Pass is a secure, tout-proof in-app digital ticket that will be sent to the ticket booker’s registered mobile device. 

Important: please ensure you provide the correct mobile number, otherwise you will not be able to retrieve your tickets. 

To clarify: By using EVENTIM.Pass, your tickets are sent to you digitally. The tickets are sent exclusively via the EVENTIM.App. For admission on site, you must also use the EVENTIM.App. There will be no additional email or postal dispatch for these events.

Does the standard ticket purchase process change with EVENTIM.Pass?

No, the purchase process using EVENTIM.Pass is exactly the same as purchasing via the EVENTIM website or via the EVENTIM app.  You will not receive your EVENTIM.Pass tickets by post or via email. They will instead be made available via the EVENTIM app only. You will be notified through the EVENTIM App when your tickets are ready. 

When will I receive my tickets and when can I download my tickets?

You will receive your tickets after a full payment has been debited and approved from your payment account.

Please note - Ed Sheeran tickets: From 19th October, you will now be able to verify your Ed Sheeran order to be able to access your Eventim.Pass tickets. You should have received an email from us, detailing how to verify your Eventim.Pass tickets. You will need to go to the Eventim App, login to your My Eventim account, head to my events and you will receive a message asking you to verify your order. Follow the instructions to access your Eventim.Pass tickets. 

How can I download my EVENTIM.Pass tickets?

EVENTIM.Pass tickets can only be accessed within the EVENTIM app. After purchasing your tickets, please download the EVENTIM App if you do not already have it installed.

After logging in to the app with your MyEVENTIM account details, you will be able to view your order. Your tickets will be displayed at a later time, due to the aforementioned security-related processes.  Once available, tickets can be retrieved before the event date.

I need to update my mobile phone number for the Ed Sheeran mobile verification for my tickets, how do I do this?

You will need to contact our customer services via email at EScustomerservice@eventim.co.uk, please provide them with the following details;

- Your new mobile phone number in the following format: +44 XX XXXX XXX.

- The reason for the number change

- A scanned and attached proof of document to validate you and the reason given for changing the number.

We need this information in order to make the change request. We will check your request to change the mobile phone number for your order and then contact you. Due to a security check to combat the secondary ticket reselling marketing it can take up to 14 days.

What do I need to use EVENTIM.Pass?

To use EVENTIM.Pass, you need the latest version of the EVENTIM.App and a smartphone with at least iOS 12 or Android 5.0. You can download the app free of charge from the Apple App Store or Google Play Store. Please update your EVENTIM.App regularly.

Can I buy a ticket if I don't have a smartphone?

A smartphone with a valid phone number is mandatory for retrieving the EVENTIM.Pass tickets. 

What is the maximum number of tickets I can purchase for Ed Sheeran via the EVENTIM.Pass?

 
You can purchase a maximum of 6 tickets per date for Ed Sheeran tour dates. 

I have bought tickets for several people: Do we all need to enter the venues together for  Ed Sheeran’s events?

 
Yes, a digital ticket entitles only one person at a time to enter the booked event. If a purchaser buys multiple digital tickets, these will only be stored on their mobile device. Upon entry to the event, the purchaser's mobile device must be passed on in the purchaser's presence in order to scan the respective authorisation code for each individual ticket.

How can I buy an Ed Sheeran ticket as a gift for another person?

Unfortunately, it is not possible to give a ticket directly to friends and relatives as a gift. The purchaser must be present at the event and enter at the same time as the additional ticket holders.

Can I take out ticket insurance for EVENTIM.Pass tickets?

Yes, you can take out ticket insurance for all tickets within the EVENTIM.Pass. You can also access this on the shipping method page as part of the purchase process.

What documents do I need to show at the entrance?

You need to bring your smartphone with the EVENTIM.App installed and your EVENTIM.Pass retrieved. To show the EVENTIM.Pass admission code, you must be logged in with your EVENTIM account. The menu item "My Events" will take you to an overview of the tickets you have purchased. Please make sure that your smartphone is sufficiently charged.In addition, please have your ID ready for possible name checks by the admission staff. This could include a Passport, ID card or driving license.

Why do I need to enter my mobile phone number and how can I change it after purchasing tickets?

It is mandatory to provide your mobile phone number for setting up a MyEVENTIM account, otherwise you will not be able to retrieve your tickets via EVENTIM.Pass. In order to validate your tickets, we will send you a TAN code to the mobile phone number provided shortly after the purchase.

EVENTIM.Pass tickets can only be retrieved by the buyer. The mobile phone number you entered during the order process is decisive. You cannot change this number yourself. It is therefore important that you carefully check your mobile phone number entry during the ordering process. For a subsequent change, please contact our customer service team here

Can I resell my ticket?

Individual regulations apply to each event. You can resell your Ed Sheeran tickets via the ticket resale fanSALE up to 24 hours before the event. To do this, access your tickets via the EVENTIM.App and start the selling  process there.

Can I resell my tickets via other platforms?

No. The only approved platform for reselling Ed Sheeran tickets is Eventim fanSALE.

My tickets are not in my EVENTIM.App, did the order still work?

If you can view your order in the "My Tickets" area and have received an order confirmation email, your order was successful. Due to security-related procedures, you will receive your Ed Sheeran tickets at a later date, but your admission authorisation is already on file with us from the moment your order has been processed. 

Is FanBonus available for EVENTIM.Pass?
 

Yes. You can find detailed information on FanBonus here (Fanbonus FAQ).

What can I do if my smartphone is lost, stolen or broken?

Your order and your tickets are linked to your EVENTIM account. If you no longer have access to your smartphone, you can log in to the EVENTIM.App on another smartphone and access your order. If necessary, please also change your password so that unauthorised persons cannot access your tickets.

If you need to change your mobile phone number, please contact our customer service here so that your new number can be added to your order.

What are the ticket purchase options for people with disabilities?

All accessible tickets will need to be purchased directly from the venue.
 

How can I change my data in the EVENTIM.App?

You can access and change your data within the app, under "Personal data". Please note that the mobile phone number stored there cannot be used to validate your tickets. The phone number you entered during the purchase process will be used for this purpose. If you would like to change this, please contact our customer service here.

How can I access my EVENTIM.Pass ticket if I don't have Internet access?

Here is a tip: Download your EVENTIM.Pass tickets to your smartphone at home. This way your tickets will be available offline. 

My login to the EVENTIM.App does not work. What can I do?

Please use the "Request new password" function. If in doubt, please contact our customer service here.

Can I book an EVENTIM.Pass and another ticket at the same time?

It is currently not possible to combine EVENTIM.Pass with other ticket and delivery types.