Before you contact our Client Service Department, please check whether the answer to your question is hereinbelow.
FAQ have been divided into four main sections to make it easier for you to find the answer you are interested in:
If you do not find an answer to your question here, please write us and we will be glad to help you. For details please click contact: https://www.ebilet.pl/en/kontakt/
WHAT SHOULD I DO IF I HAVE NOT RECEIVED THE TICKET PURCHASE CONFIRMATION?
If you are sure that you have indicated a correct e-mail address during the booking process, please check whether the confirmation has not been sent to the SPAM or OTHER box in your mailbox. If it is not there, there may have been problems with payment. It is possible that you made your reservation during the hours when your bank does no longer post transactions (e.g. at night, weekend, holiday). In such cases it is possible that funds have not been collected within the time designated for payment. If this is the case please send the transfer confirmation to the following address: firstname.lastname@example.org, and after the verification thereof we will inform you about the status of your order.
If you have selected a standard bank transfer, you have to wait until the funds are recorded on our account. Payment is paired with the reservation on the business day following the date on which payment is posted by the bank. Therefore, we ask for your patience.
I BOUGHT TICKETS ONLINE AND CHOSE TO RECEIVE A HOME TICKET, AND I EXPECTED THAT I WILL RECEIVE IT WITHIN A FEW MINUTES TO THE EMAIL ADDRESS I INDICATED, BUT IT DID NOT HAPPEN. WHY?
If you selected a quick payment option, and you did not receive the ticket, please read the answer to question no. 1 in this section.
If you selected a standard bank transfer, you have to wait until the funds are recorded on our account. Payment is paired with the reservation on the business day following the date on which payment is posted by the bank. Therefore, we ask for your patience. If on the following business day you will still not get the tickets, please read the answer to question no. 1 in this section.
I BOUGHT A TICKET ONLINE, I CHOSE A HOME TICKET OPTION, AND I PAID FOR THE TICKET BY A QUICK PAYMENT ONLINE. ALMOST AN HOUR HAS ELAPSED AND I HAVE NOT RECEIVED THE TICKET. WHAT AM I SUPPOSED TO DO NOW?
First of all, please check your mailbox and all folders thereof. Please make sure that you check whether the e-mail with tickets has not been sent to the SPAM or OTHER box.
If you do not find your tickets in any of such boxes, please contact our Client Service Department at the following address: email@example.com. In the email, please indicate the reservation number and email address from which you made the booking. If the event for which you bought home tickets is taking place today, please come with your reservation number and the purchase confirmation to our information desk / box office at the event venue.
A FEW DAYS AGO I BOUGH TICKETS ONLINE AND I CHOSE DELIVERY BY POST OFFICE/COURIER. I AM WONDERING WHY THE TICKETS HAVE NOT BEEN DELIVERED YET. WHEN CAN I EXPECT THE DELIVERY?
The dispatch time frame depends on sales intensity in the relevant period. Tickets for events which are going to take place soon are dispatched first.
Maximum delivery period amounts to 30 days. Further, please make sure that you enter the correct data necessary to send your tickets when placing the order since the dispatch process may be prolonged if you indicate incomplete data. We take efforts to deliver your tickets as soon as possible.
CAN I CHANGE THE ADDRESS FOR DELIVERY OF MY TICKETS AFTER PLACING THE ORDER?
If during the reservation process you indicate an incorrect address, please contacts us by email at the following address: firstname.lastname@example.org. I your email please indicate the number of the reservation to which the change pertains, the email address from which you made the reservation and the correct mailing address to which the ordered tickets should be sent. If tickets have not been sent before your email, they will be sent to the new address indicated by you in the email.
CAN I RETURN THE TICKETS I BOUGHT?
Please make conscientious purchases since it is not possible to return the tickets you bought.
WHAT SHOULD I DO IF THE EVENT I BOUGH TICKETS FOR HAS BEEN CANCELLED OR MOVED TO A DIFFERENT DATE?
If the event for which you bought the ticket has been cancelled or moved, you can transfer payment to a new reservation or receive a refund in the relevant cases. You will be informed about all changes and possibilities you have in the given circumstances by email by our Client Service Department. Should you have any further questions or doubts please contact us by email at the following address: email@example.com. In your email please refer to your reservation number and indicate the email address from which purchase was made. The list of cancelled and moved events can be found here: https://www.ebilet.pl/en/zmiany-w-imprezach/
WHY IS IT NOT POSSIBLE TO MAKE PAYMENT BY A STANDARD BANK TRANSFER FOR TICKETS FOR A SELECTED EVENT?
Answer: In the case of certain events the Organizers decide to offer only quick online payments. Further, 7 days prior to each event we switch off the standard transfer option due to the period of posting funds.
MY BANK IS NOT ON THE LIST OF BANKS. WHAT AM I SUPPOSED TO DO?
In such a situation you should select payment with a payment card or a standard bank transfer, or make a purchase in a sales point of eBilet – the list of such points can be found by clicking sales points at: https://www.ebilet.pl/en/punkty-sprzedazy/
I MADE A RESERVATION AND PAID FOR IT BY A QUICK ONLINE PAYMENT, AND THE SEATS I SELECTED ARE STILL AVAILABLE FOR SALE ON THE WEBSITE. WHY IS THAT?
It is possible that the payment has not been paired with the reservation within the required time of 15 minutes. In such a situation, please check whether funds have been collected from your account; if so, please send us the payment confirmation to: firstname.lastname@example.org.
DURING THE PURCHASE PROCESS I ABORTED IT BY MISTAKE AND LEFT THE WEBSITE. I CANNOT CONTINUE THE PURCHASE PROCESS AND THE SEATS I SELECTED ARE NO LONGER AVAILABLE. WHAT I AM SUPPOSED TO DO?
Most probably, the seats you have selected earlier are booked, but it is no longer possible to return to the payment process. The seats will be available for sale again within approximately 30 minutes. If you are interested in buying these particular seats, you must keep visiting the website and wait until the seats are back on sale. Optionally, you may commence the reservation process once again now and select other seats close to the ones you selected initially.
I COULD NOT FINALIZE MY TRANSACTION SINCE MY SEATS DISAPPEARED FROM YOUR WEBSITE WHILE I WAS FILLING OUT THE FORM. WHY IS THAT?
While you were filling out the form, the seats must have been purchased by another person. Unfortunately, you must select and buy tickets for other seats.
WHAT DOES THE FUND REPAYMENT PROCEDURE LOOK LIKE IF THE EVENT IS CANCELLED OR POSTPONED?
You will be informed by email about the event being cancelled or moved to another date by email; please proceed in accordance with the instruction which will be included in the message.
If you are entitled to receive reimbursement, you will receive an email with information that your payment has been forwarded for reimbursement. From that moment eBilet has up to 14 days to authorize the payment. However, we take all efforts to make the reimbursement as soon as possible.
I ORDERED AN EBILET VOUCHER TO BE DELIVERED ELECTRONICALLY. HOW LONG DO I HAVE TO WAIT FOR IT TO BE DELIVERED?
Vouchers to be delivered electronically are distributed to clients on business days: from Monday to Friday, once a day, around 12:30. If you order a voucher until 12:00, you will receive it at the indicated email address on the same day. If you order a voucher after 12:00, you will receive it at the indicated email address on the following business day. If you order a voucher during a weekend, you will receive it at the indicated email address on Monday.
HOW LONG DO I HAVE TO WAIT FOR A VOUCHER TO BE DELIVERED IN A STANDARD / PAPER FORMAT?
If you select standard/ paper format of a voucher when buying it, you must choose one of the delivery methods. You can choose registered mail or courier. The maximum delivery period amounts to 30 days. Further, please make sure that you insert correct data for the purposes of sending tickets when placing your order, since the dispatch process may be prolonged if you enter incomplete data. We take all efforts to deliver your vouchers as soon as possible; also, we ask for your patience.
DO I HAVE TO KEEP THE EBILET VOUCHER AFTER IT HAS BEEN USED?
Yes. The voucher that has been used must be kept until the event you paid for using the voucher ends.
DO I HAVE TO INSERT MY MAILING ADDRESS WHEN BUYING A VOUCHER DESPITE THE FACT THAT I CHOSE ELECTRONIC DELIVERY?
Yes, such data is required for safety reasons.
DO I HAVE TO REGISTER TO MAKE A PURCHASE ON YOUR WEBSITE?
No. In order to purchase tickets at eBilet.pl you do not have to open an account or register. It is sufficient that during the reservation process you will indicate the data necessary to process your order. If you buy tickets for a selected event from our offer, we will propose to you to open an account in our system, owing to which you will get access to additional functionalities of our system and attractive benefits of having an account.
ON THE HOME TICKETS I RECEIVED ONLY MY DATA: NAME AND SURNAME IS INSERTED. I WISH TO BRING ANOTHER PERSON TO THE EVENT. WILL THERE BE ANY PROBLEM WITH ADMISSION TO THE EVENT?
A home ticket is usually not a personal ticket, it is a bearer ticket. Thus, you will have no problem with admission and participation in the event.
However, there are justified exceptions when tickets are actually assigned to a concrete person and constitute personal tickets. In such a case you are expressly notified thereof during the ticket purchase process.
SHOULD I KEEP A RECEIPT FOR TICKETS BOUGHT AT THE EBILET SALES POINT?
Yes. If you keep the receipt, you can easily get a refund if the event is cancelled.
HOW CAN I LEARN THAT THE SALE OF TICKETS FOR THE EVENT I HAVE LONG WAITED FOR HAS JUST STARTED?
Use the option to subscribe to our FAN ALERT. For details click here: https://www.ebilet.pl/en/fan-alert/ You also need to subscribe to our general newsletter base, owing to which you will be kept up to date on all exciting cultural and sports events! You can subscribe to our newsletter here: https://www.ebilet.pl/en/newsletter/