Peter Kay Ticket Factory FAQs

MAKING A BOOKING
How do I get presale tickets?

For certain shows, we might offer presale tickets. This means you'll be able to access tickets before they go on general sale. Most presales take place on the week of the general sale, but a day or two before. 

Make sure you sign up to our newsletter and we'll email you when you can get your hands on presales.

When presale tickets go on sale, just follow the link we send you to buy yours!

Can I book tickets over the phone?

You can call us on 0344 338 8000 to book tickets.

Calls to 03 numbers typically form part of your inclusive calling plan.  However, call charges may vary – refer to your service provider for current charging information.

Our lines are open from 9am to 7pm (Monday to Friday) and 9am to 5pm (Saturday, Sunday and Bank Holidays).

If you require accessible tickets or have any other specific requirements call us on 0800 640 5001.

What is Best Available?

These are what we believe are the best tickets available at this time. We understand this is subjective so you can also choose your own by selecting Pick A Seat.

Can I book tickets in person?

Yes you can.

We sell tickets at the both Resorts World Arena and Utilita Arena Birmingham Box Offices, on event days only.

Opening hours are subject to change at short notice. To confirm our opening times before travelling to Resorts World Arena or Utilita Arena Birmingham to purchase tickets please call 0344 338 8000 for up to date information.

We’ve gone cashless in our box office so you can only purchase using our chip and pin devices.

We’ve gone contactless as well, to make it that little bit easier. You can even pay with your mobile phone, if you have added a payment card to your Apple Wallet, Google Wallet or Android Pay.

If you purchase your tickets at the box office and are able to collect your tickets at the same time you will not have to pay the admin fee. The service fees and facilities fee are applicable on all transactions and all payment methods for tickets purchased at the box office.

What payment methods can I use to buy tickets?

We currently accept Visa & MasterCard and Apple Pay for online bookings. You can also pay for tickets using one of our gift vouchers.

How can I buy accessible tickets.

You can register your access requirements for FREE, meaning you can purchase tickets online. This will allow the right tickets to be sold to the right people, so please take advantage and pre-register to make it easier and quicker to get those tickets

Read everything you need to know about the Access Card, and how you can register here.

I bought tickets as a gift but my name is on the tickets?

We appreciate tickets are sometimes bought as gifts (after all, tickets are the best gift you can give). The name on the tickets will not affect the use of the tickets unless stated in the terms and conditions at the time of booking.

We'll be clear about this before you purchase a ticket.

How are ticket prices set?

Face Value 

We sell tickets on behalf of our event organisers, promoters and venues. The price of a ticket is decided by the organisers. We send this amount to the organisers.

Service fee 

We sell tickets for event organisers, concert promoters & venues. The organisers set the face value, and the revenue from the ticket is paid directly to them. To do this we need to charge a small fee on top of the face value of each ticket. This Service Fee covers our running costs; Our people (we need feeding), our software (keeps the website running) and everything else that we need in order to sell tickets (like keeping the lights on).

Admin fee 

The Admin Fee is charged per order rather than per ticket. This goes towards the processing both physical and digital tickets, letting the venue know you’re coming and maintenance of our hardware.

Facilities fee / Venue Levy

The introduction of a levy or a facilities fee is commonplace across the ‘live’ industry; for example, the renovation charge applied by many theatres or the charge applied by the O2 Arena, London, which is known as a ‘facilities fee’.

The facilities fee is a permanent feature of the ticket prices for Resorts World Arena and Utilita Arena Birmingham events to ensure that both venues offer superb facilities, attract world class artists and provide customers with fantastic experiences.

How can I find out what tickets are available?

You can join our weekly newsletter here. We will keep you up to date with all the latest news, priority tickets, competitions and more so you never miss out.

Availability of tickets can be checked on our website at www.theticketfactory.com. We do not keep waiting lists for sold out concerts/events. If there are any tickets returned or extra tickets made available they will be for sale on a first come first served basis by the above methods. You can also check the local/national radio and press for announcements of new ticket releases.

Are there any age restrictions?

Although most events have no minimum age limit (please check event details for specific restrictions), due to noise levels we do not recommend bringing very small children to shows. All attendees - including children - must have paid, valid tickets for an event unless otherwise stipulated.

Please note each venue and show is different. You should contact the venue prior to purchasing a ticket.

What does restricted view or side view mean?

A restricted view means there may be something partially obstructing your view of the event; this may be a pillar or a barrier.

A side view is a seat at either side of the stage, rather than facing it head on.

What is Amplify?

Amplify is the official hospitality provider for Resorts World Arena and Utilita Arena Birmingham. You can pre-book everything from single event packages to their premium annual membership. Check out the Amplify website.

Can I pay with cash at the box office?

We’ve gone cashless at our box office at Resorts World Arena and Utilita Arena Birmingham. We’ve done this to speed things up and reduce our queues.

Everything is contactless too, just to make it that little bit easier. You can even pay with your mobile phone, if you have added a payment card to your Apple Wallet, Google Wallet or Android Pay.

 

ACCESSIBLE BOOKINGS

How can I book accessible tickets online?

Accessible tickets can be purchased online through our website. There is usually significant demand when events go on sale, so we advise that customers purchase accessible tickets online rather than attempting by phone and missing out.

To book tickets online through The Ticket Factory, visitors with access requirements must register their requirements via the Access Card (sometimes referred to as the CredAbility Card, a Nimbus Card or the Arenas Access Requirements Register). This ensures the right tickets are sold to the right people.

Registering with the Access Card will link your access requirements to your The Ticket Factory account. This means that once linked, you’ll have access to the right tickets for any future ticket purchase (dependant on availability).

There are two ways you can register an Access Card:

FREE

Free registration for the Access Card will permit the card to be recognised on TheTicketFactory.com only and only for events at Resorts World Arena & Utilita Arena Birmingham

To register an Access Card for free, click here.

£15 FOR THREE YEARS

The full access card costs £15 for three years of membership. The full card affords you the same benefits as the free card, as well as:

• Recognised at venues across the UK & beyond
• Potential free companion tickets at events and venues across the UK
• Receive a Photo ID card with symbols relating to accessibility needs
• Informative online access directory
• Access to a closed Facebook Community group

To register a full Access Card for £15 for three years, click here.

Please note, if any of the below requirements apply to you, please give us a call on 0800 640 5001 (or +44 121 796 6100 from outside the UK)

• 2+ carers required
• Assigned wheelchair user, with limited ambulant capability
• Hospital bed
• Issues linking your card/registration to their online account
• Late requests 3 days or less out from the event
• Change of circumstances – such as a deceased cardholder no longer qualifying for carer(s)

 

How can I book accessible tickets over the phone?

All visitors with access requirements can call our dedicated ticket line number 0800 640 5001 (or +44 121 796 6100 from outside the UK) to book tickets.

There is usually significant demand when events go on sale, so we advise that customers purchase accessible tickets online rather than attempting by phone and missing out.

To book accessible tickets over the phone, you must register your access requirements via the Access Card.

Registering with the Access Card will link your access requirements to your The Ticket Factory account. This means that once linked, you’ll have access to the right tickets for any future ticket purchase (dependant on availability).

There are two ways you can register an Access Card:

FREE

Free registration for the Access Card will permit the card to be recognised on TheTicketFactory.com only and only for events at Resorts World Arena & Utilita Arena Birmingham

To register an Access Card for free, click here.

£15 FOR THREE YEARS

The full access card costs £15 for three years of membership. The full card affords you the same benefits as the free card, as well as:

• Recognised at venues across the UK & beyond
• Potential free companion tickets at events and venues across the UK
• Receive a Photo ID card with symbols relating to accessibility needs
• Informative online access directory
• Access to a closed Facebook Community group

To register a full Access Card for £15 for three years, click here.

If you have not registered for an access card when you call to book, we can only reserve and hold your tickets for 7 days. If you do not register for an Access Card and call us back to pay within those 7 days, your tickets will be released.

Please inform us at the time of booking if you need a wheelchair space or have any other specific requirements.

We will also help you find the most convenient seating for anyone with visual impairment or low vision. Owing to sound levels involved, we strongly recommend that you do not bring Assistance Dogs to concerts or other loud events.

Please note that all ticket sales are allocated on a first-come-first-served basis.

Our lines are open from 9am to 7pm (Monday to Friday) and 9am to 5pm (Saturday, Sunday and Bank Holidays).

How do I register for an Access Card?

To book tickets online through The Ticket Factory, visitors with access requirements must register their requirements via the Access Card (sometimes referred to as the CredAbility Card, a Nimbus Card or the Arenas Access Requirements Register). This ensures the right tickets are sold to the right people.

Registering with the Access Card will link your access requirements to your The Ticket Factory account. This means that once linked, you’ll have access to the right tickets for any future ticket purchase (dependant on availability).

There are two ways you can register an Access Card:

FREE

Free registration for the Access Card will permit the card to be recognised on TheTicketFactory.com only and only for events at Resorts World Arena & Utilita Arena Birmingham

To register an Access Card for free, click here.

 

£15 FOR THREE YEARS

The full access card costs £15 for three years of membership. The full card affords you the same benefits as the free card, as well as:

• Recognised at venues across the UK & beyond
• Potential free companion tickets at events and venues across the UK
• Receive a Photo ID card with symbols relating to accessibility needs
• Informative online access directory
• Access to a closed Facebook Community group

To register a full Access Card for £15 for three years, click here.

 

Please note, if any of the below requirements apply to you, please give us a call on 0800 640 5001 (or +44 121 796 6100 from outside the UK)

• 2+ carers required
• Assigned wheelchair user, with limited ambulant capability
• Hospital bed
• Issues linking your card/registration to their online account
• Late requests 3 days or less out from the event
• Change of circumstances – such as a deceased cardholder no longer qualifying for carer(s)

 

What is the difference between the free Access Card & the paid for Access Card?

FREE

Free registration for the Access Card will permit the card to be recognised on TheTicketFactory.com only and only for events at Resorts World Arena & Utilita Arena Birmingham

To register an Access Card for free, click here.

 

£15 FOR THREE YEARS

The full access card costs £15 for three years of membership. The full card affords you the same benefits as the free card, as well as:

• Recognised at venues across the UK & beyond
• Potential free companion tickets at events and venues across the UK
• Receive a Photo ID card with symbols relating to accessibility needs
• Informative online access directory
• Access to a closed Facebook Community group

To register a full Access Card for £15 for three years, click here.

What is the Access Card?

INFORMATION, EVIDENCE, DISCOUNTS AND OPPORTUNITIES FOR DISABLED PEOPLE

The Access Card (sometimes referred to as the CredAbility Card or a Nimbus Card) is a card like no other; we translate your disability/impairment into symbols that highlight the barriers you face and the reasonable adjustments you might need.

Think of it as a Disability Passport.

This then informs providers quickly and discreetly about the support you need and may gain you access to things like concessionary ticket prices and complex reasonable adjustments without having to go into loads of personal detail.

It’s all based on your rights under the Equality Act and providers’ responsibilities.

For more information, check out the Access Card website, here.

How do I link my The Ticket Factory account to my Access Card?

After registration, the Access Card team will process your registration within 72 hours.

Once your registration has been approved…

• If you have already reserved tickets with The Ticket Factory, you can call us to complete the purchase. Details will be included in your confirmation email
• For online purchases, login to your account on The Ticket Factory, navigate to “My Account” and then link your Access Card in the “Accessibility” tab

After you have logged into your account and linked your Access Card & account, we pull through your access requirements and will then show the seats associated to your requirements (dependent on availability)

What if tickets go on sale before my Access Card registration has been approved?

If the tickets you’d like to buy go on sale before your Access Card registration has been approved, give us a call on 0800 640 5001 (or +44 121 796 6100 from outside the UK). Our lines are open from 9am to 7pm (Monday to Friday) and 9am to 5pm (Saturday, Sunday and Bank Holidays).

We’ll be able to place your order and mark them as “Collect At Box Office” on the night of the event where you will be ask to provide evidence when you collect your tickets.

Who is our partner, Nimbus?

We've chosen to pass the registration scheme onto the same organisation that runs the 'Access Card'. Nimbus Disability is a social enterprise and an organisation run by and for disabled people and is recognised as a lead authority on accessible ticketing in the UK.

When you register, Nimbus Disability will handle all your information securely and safely without us ever having cause to see the detail behind why you need accessible seating options.

Once you've registered, Nimbus will then provide you with a unique registration number which you can then use to link your access needs into our system.

If you are not able to use online forms and would be unable, because of the nature of your impairment, to access online sales you do still need to register. Nimbus will be able to assist with telephone registration on 0330 808 5108.

For more information, please see their FAQs, here

Can I register for an Access Card over the phone?

If you are not able to use online forms and would be unable, because of the nature of your impairment, to access online sales you do still need to register. Nimbus will be able to assist with telephone registration on 0330 808 5108.

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You’re able to upgrade your registration to a full Access Card application at the beginning or at the end of the application for just £15 for 3 years – just get in touch with the Access Card Team here.

 

 

PAYMENTS, CANCELLATIONS & REFUNDS

Can I get a refund on tickets?

Tickets cannot be refunded or exchanged after purchase.

However, if your event is postponed, cancelled or materially changed you will be able to obtain a refund of the Ticket Price from the Ticket Supplier.

As a ticket agent we process refunds on behalf of event organisers and promoters and the payment of any refund is subject to the relevant promoter/organiser providing us with requisite funds to do so.

Please see our Terms and Conditions for more details.

Our Official Resale Partner is Twickets - You can list your tickets for resale there. 

What if an event is cancelled or postponed?

If your event is postponed your ticket will be valid for the rescheduled date. If you are unable to attend the rescheduled date you will be able to obtain a refund of the Ticket Price from the Ticket Supplier if you request it within 14 days of receiving communication from the Ticket Supplier regarding the postponement. Any requests following the 14 days will be rejected.

If your event is cancelled you will be able to obtain a refund of the Ticket Price from the Ticket Supplier. Cancelled events are automatically refunded within 28 days of the cancellation to the card used to make the original booking

As a ticket agent we process refunds on behalf of event organisers and promoters and the payment of any refund is subject to the relevant promoter/organiser providing us with requisite funds to do so.

Please see our Terms and Conditions for more details.

 

My card details have changed since making my booking, what should I do?

We can only refund the card that was originally used to pay – this is to ensure that the refund goes to the right place and avoids any issues. Most of the time, if you've had a replacement card for the same account then your refund will go into your account automatically and you won't need to do anything.

If your account is closed or you've had a replacement card and the refund still isn't appearing in your account after 15 days, please get in touch with us here.

To prevent money laundering, we must attempt to refund to the original account in the first instance, even if the account has been closed. Following a failed attempt to refund to the original account, we will issue an "ARN number" which you'll need to provide the bank with in order to release the funds.

An acquirer reference number, or ARN, is a unique number created in credit or debit card transactions when it transfers from the merchant's bank through the payment processor, and to the cardholder’s bank. 

These unique digits make your transaction traceable so if an error occurs with the bank or merchant accounts, the information can be found. 

Why is my refund amount different to the amount I originally paid?

Some items, such as postage where we have already dispatched the tickets and Ticket Protection, are not eligible for refunds.

My bank is showing a pending authorisation, but I haven’t got a confirmation email.

There may have been an error when processing your order. When this happens, our team are alerted to investigate and will be in touch with you.

Understandably, you may wish to raise it with us directly, if so, please get in touch with us via this form

In the case that your order did not complete, the pending authorisation will clear within 5 – 10 days.

Funds have been taken from my bank but I haven’t got a confirmation email.

There may have been an error when processing your order. When this happens, our team are alerted to investigate and will be in touch with you.

Understandably, you may wish to raise it with us directly, if so, please get in touch with us via this form.

TICKET PROTECTION

What is ticket protection?

For a worry free ticket purchase, choose Ticket Protection to protect your transaction.

For just a fraction of the cost of your tickets, working with Secure My Booking our Ticket Protection allows you to re-coup 100% of the paid ticket price (including fulfilment and service fees) if you are unable to make it to your event. From traffic delays, illness, adverse weather conditions, strikes, accidents and more, it's easy for you to file your claim. Any refund will be managed by www.ticket-refunds.com, on behalf of The Ticket Factory.

Simply select the number of tickets you require protection for, during the purchase process.

Full details of the terms & conditions can be found here. Securemybooking.com is an appointed representative of JM Marketing Ltd, authorised and regulated by the Financial Conduct Authority - Registration No: 435403.

How do I purchase ticket protection?

1. Select the event you wish to attend and click Find Tickets
   
   2. Select the number of tickets you wish to purchase, then scroll down to the Additional Items section
   
   3. Select the correct number of tickets that you require protection for (if this doesn't match the number of tickets you are buying you won't be fully protected)
   
   4. Click Continue and complete your ticket purchase as usual

 

 

 

TICKET DISPATCH

Where are my tickets? When will I receive them?

We aim to post tickets as soon as possible after you've bought your tickets. However tickets can be delayed for various reasons. If you've not received your tickets 5 days before the event, please get in touch with us here

Can I reprint my booking confirmation and 'Print at Home' ticket?

Print At Home Tickets can't be manually re-sent, but if you need the email to be re-sent to you, please get in touch with us here.

My name on the ticket is incorrect, what should I do?

If the details are incorrect on your ticket, please get in touch with us as soon as possible. Check your order confirmation when you receive it to make sure your details are correct.

Can my tickets be sent to a different postal address than my billing address?

Tickets booked using a Credit or Debit card must be posted to the Card Holder's registered address. We are obliged to implement this rule under the terms of our contract with the Card Issuers (VISA, MasterCard) and are unable to make any exceptions.

Can my tickets be posted abroad?

We make every effort to deliver tickets internationally, but if we're unable to deliver tickets to your address, we'll be in touch with a solution as soon as possible.

Can I collect my tickets?

Yes in most cases, when purchasing tickets over the telephone, please inform our sales advisor before booking if you wish to collect your tickets. Usually for bookings made 3 or less days in advance of a concert/event, tickets will automatically be held for collection at the venue box office.

If you have already booked and now want to collect your tickets instead of having them posted please contact Customer Services.

Please note Customer Services usually require 48 hours’ notice to arrange collection of tickets.

Unless advised, tickets can be collected from the relevant venue Box Office on the day of the concert/event. Please present the card you made the payment with at the Box Office.

Can I collect my tickets if I don’t have the card I paid with?

If you are unable to bring the card (with which the booking was made) to the Box Office, we can accept a signed letter from the Card Holder authorising you to collect the tickets on their behalf or a form of ID proving you are the Card Holder.

The letter will need to quote the Card Holder's full name and address and should be presented at the Box Office window.

What is a 'Print at Home' ticket?

A Print at Home ticket means your tickets will be sent to you as a PDF by email directly after you have completed your booking. With each ticket separated on a new page of the document.

You simply print the tickets yourself at your convenience before the event, in black and white or colour, then bring them with you to the event.

The advantage is that you get your tickets to your inbox, safely and conveniently, without waiting for them to be delivered by post.

Please note, sometimes the 'Print At Home' tickets will be delayed and sent closer to the date of the event. If this is the case, you will be informed when purchasing your tickets.

In some instances, Print-At-Home tickets can be scanned from a phone screen, but this is not always the case and we recommend printing the tickets. If you haven't printed your tickets and they can't be scanned from your phone screen, you will be directed to the Box Office where there is a chance you will be charged to have your tickets printed.

How does a 'Print at Home' ticket work?

Once you have booked tickets with "Email - Print at Home" as your delivery method, an email will be sent to your email account. This email will confirm your booking and a PDF will be attached that contains your Print at Home tickets. You should then save the Print at Home tickets on your computer and print it at a convenient time. When you arrive at the event, the barcode on your Print at Home ticket will be scanned and you will be admitted.

The ticket that comes out of your printer is a valid, legitimate ticket. Make sure you keep it in a safe place.

What if I print more than one copy of my ticket or a photocopy is made?

Only the first scan of the barcode on your Print at Home ticket will be allowed entry. Make sure you keep it in a safe place like any other ticket! If more than one copy were to arrive, the barcode scanner will alert the steward that the Print at Home ticket has already been scanned. If there is a dispute, the purchaser's name appears on each Print at Home ticket.

If I order multiple tickets to the same event, how many emails will I get?

You will receive one confirmation email with a PDF attachment containing all Print at Home ticket purchased for that order. The PDF file will have multiple pages with one Print at Home ticket per page.

Please note that if you place an additional order for more Print at Home ticket to the same event, you will receive another email.

What if I don't receive my 'Print at Home' ticket?

If you've not received your Print at Home ticket email within a few hours of booking, please check the junk mail and spam guard settings on your email account and any web security software your use. 

Your ISP (Internet Service Provider) e.g. BT may also be blocking your Print at Home ticket email by mistaking it for spam.

You can add The Ticket Factory email address ([email protected]) to your email contacts so it becomes a trusted address. If you continue to have any problems, please contact us.

What if my tickets are lost or stolen?

We do not take responsibility for any tickets that are lost, stolen, damaged or destroyed and we may be unable to issue replacement tickets for lost, stolen, damaged or destroyed tickets due to restrictions by the event promoter/organiser. When you receive your tickets, we recommend that you keep them in a secure place.