Frequently asked questions
When can I expect details for my VIP Experience?
You can expect to receive details within 24 hours of your experience.
Do my VIP items get shipped to me?
Items such as tickets are digital. All other items to be received in the VIP package will be obtained by the guest at the time of the event.
Do I need to print out my tickets?
No, you do not need to print your tickets. You may print your ticket, add it to your phone’s wallet, or save a screenshot of your ticket to your phone. VIP staff will scan the QR code on your ticket at check-in.
Please ensure the ticket is in the name of the person checking in and that the name matches their valid photo ID. Nicknames will not be accepted.
If you are arriving as a group and all of the tickets are in one person’s name, the entire group may check in together as long as you are all present at the same time. If members of your group will check in separately, you must transfer their individual tickets into their names. The name on each transferred ticket must match the name on the person’s valid photo ID.
I purchased tickets but never received a confirmation email. What do I do?
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
Can you resend my confirmation email if I've accidentally lost or deleted it?
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
I have tickets that I bought in my name for someone else. Will this be a problem?
No, you may purchase tickets for someone else. If you transfer a ticket to another individual, the name on the ticket must match the name on that individual’s valid photo ID. Please use the individual’s full legal name when transferring tickets; nicknames will not be accepted.
Can I transfer my ticket?
Yes, you may transfer your ticket to another individual. Ticket transfers are only permitted between individuals and cannot be used to transfer a ticket to a different date, artist, or venue.
When transferring a ticket to another individual, please ensure the ticket is transferred into their full legal name. The name on the ticket must match the name on their valid photo ID. Nicknames will not be accepted.
Refund policy
All tickets are sold on a final sale basis and are non-transferrable. Refund Policies defined by our clients prohibit The Master Pass 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
Why is there a non refundable service fee?
It costs The Master Pass 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.
Why do I get an error message that says my credit card cannot be processed when I try to purchase?
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 event I purchased tickets for has been canceled, postponed or rescheduled. What do I do?
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.
What time is the Meet and Greet
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
Can you tell me where to check-in for the Meet and Greet?
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.