CUSTOMER SUPPORT

Go to the email you received from us after completing your purchase. There you will find a link that will take you to the Appstore where you can download the Velvet Pass app. After assigning your personal password, you can log in to Velvet Pass and find your ticket there. Welcome!

That didn't work?
Possible reasons for this could be

• You have entered your e-mail address incorrectly. Please check your entry and make sure that it is case-sensitive.
• You have not chosen your password according to the correct characteristics. Please pay attention to the correct attributes.
• You have entered your password incorrectly. Please check your entry and make sure you have entered the correct capitalization and special characters and numbers.
• Didn't receive an e-mail? After you have checked that you have also checked the spam folder in the correct mailbox, contact us here.

Possible reasons for this could be:

• You have entered your password incorrectly. Please check your entry and make sure you have entered the correct capitalization and special characters and numbers.
• You have entered your e-mail address incorrectly. Please check your entry and make sure that it is case-sensitive.

If nothing helps, enter your e-mail address in the login area of the app and click on "Reset password".

Possible reasons for this could be:

• You have entered your e-mail address incorrectly. Please check the correct spelling.
• You have no or not enough internet access. Please check your internet connection. A connection is required for initial registration. In order to be granted access via QR code later, no internet connection is required.

Please contact us here with your incorrect and correct e-mail address.

Please check your SPAM folder again. Sometimes it can happen that a mail ends up there. If this is also not the case please send us here an e-mail with the following information: Name of the store, the artist and your order number.

If permitted (which is not up to us), you can return the tickets directly to the store where you purchased them.

You can sell your ticket via the official secondary market within the app.

For security reasons, it is not possible to give away a ticket you have already purchased. If you would like to give your ticket as a gift, you can enter the e-mail address of the person you want to give the ticket to directly when purchasing it.

Open the app, log in, tap on the ticket symbol at the bottom of the navigation, then select a ticket and then click on Show ticket (this is in the large image above). In this display, the QR code is located on the "back" of the tickets, simply tap on the ticket or on "Show QR code". If the ticket does not appear immediately, wait briefly and a backup code will be displayed, which you can use to gain entry.

The QR codes for the tickets are generated automatically in the app. No internet connection is required on site.