FAQ

We do not ship VIP items to you. All items are on site and fullfilled by the artitst at the time of the event. If certain items that were included in the VIP descritption are not available at the time of event this does not entitle Ticket holder to an automatic refund.

You have the option of printing out your tickets or presenting them from your smartphone when you check-in.

Please make sure you have the confirmation email and/or tickets available for viewing on your phone ahead of time for quick check-in.

A confirmation email is automatically generated and sent to you immediately after you purchase. If you do not see your confirmation email check spam folder, or you entered your email address incorrectly at checkout.

Please make sure to check your spam folder and turn off any spam blockers that will prevent our email from coming through. If you still do not see your confirmation email send a message to info@themasterpass.com with the following information and we will issue a new confirmation email:

The full name on file with the credit card used to purchase

The last 4 digits of the credit card

The date of the event

The name of the venue

The artist/event you purchased tickets for

Yes, just send us an email at info@themasterpass.com In the email please state the following information:

The full name on file with the credit card used to purchaseThe last 4 digits of the credit cardThe date of the eventThe name of the venueThe artist/event you purchased tickets for

No, you may purchase tickets for other people in your name. Only the original purchaser can claim the VIP Experience purchase, however. If you purchase for someone else, you will need to personally collect the VIP Experience pass and hand them to the individual you will want to attend. If you are purchasing a VIP Experience pass as a gift and cannot personally claim the passes on the day of show, you will want to put the purchase in that individuals name to avoid any issue.

All tickets are sold on a final sale basis and are non-transferrable. Refund Policies defined by our clients prohibit The Masterpass from issuing exchanges, discounts, or refunds after a ticket has been purchased. Please note that any service fees attached to a purchase are non-refundable for any reason.

The Master Pass will NOT offer refunds under these circumstances: Accidentally bought tickets for the wrong show, unable to go to show, (i.e. sick, no means of transportation, don't like venue, etc.) Were disappointed with concert, ticket purchased under wrong name.

The Masterpass WILL offer refunds under these circumstances: Fraudulent charges on credit/debit card, Cancellation (or postponed) show, Show rescheduled but can't make new date.

Service fees are non-refundable for any reason

 It costs The Masterpass money to process your payment, whether it is a purchase or refund. We make every attempt to keep the service fees in line with industry norms. Service fees are non-refundable for any reason.

Credit card information must be entered exactly as it appears on your billing statement. This includes name, address, city and zip code . The credit card number should be entered without spaces or dashes. The most common error is when someone is trying to purchase VIP Passes is not entering the CRV Code correctly (The CRV code is the 3 or 4 digit code on the back of the card). We do not have access to your credit card information. All transactions are processed through our merchant processor.

The Masterpass will email all online customers as soon as we have been notified by the venue/promoter of an event postponement or rescheduling. This email will contain information regarding the new date (if available) and the refund options available to you.

If an event is canceled and not rescheduled, we will email all online customers. Refunds will automatically be applied to the credit card used by the customer at the time of purchase. Please note that any service fees attached to your purchase are non-refundable.

All ticketed events are scheduled to take place regardless of weather conditions. The Masterpass will automatically issue refunds ONLY if an event is canceled in its entirety.

In the event that The Masterpass does issue a refund for a cancellation, postponement or rescheduled show, it will be less the convenience fee per transaction.

Most meet and greets occur before venue doors open to the public. If you are attending a festival show, the meet and greet time will vary greatly depending on when the artist is performing. 

We will send out an email within 24 hours of the show/event with the specific Meet and Greet instructions. In most cases, we will not know the specific meet and greet time and location until the day before the show. If you have not yet received an email from us it means the artist has not given us that information. As soon as the artist sends us the information we will relay it to all the VIPs via email or text.

If you are currently at an event and did not receive information in advance, please go to the artist's merchandise / event table to check-in or email us at info@themasterpass.com and someone will assist you.

* Time of M&G is subject to change

If the meet and greet is before doors open, check-in will be at the main ticket box office outside of the venue. If the meet and greet is after doors open, check-in will be at the artist's merchandise table / booth inside the venue.

We will send out an email within 24 hours of the show / event with the specific Meet and Greet instructions. In most cases, we will not know the specific meet and greet time and location until the day before the show. If you have not yet received an email from us it means the informations has not yet been provided. As soon as the information is provided we will relay it to all the VIPs via email or text. 

If you are currently at an event and did not receive information in advance, please go to the artist's merchandise / event table to check-in or email us at info@themasterpass.com and someone will be assist you.