Eventim Customer Service — Practical, Expert Guide

Overview: what Eventim customer service covers

CTS Eventim (online brands eventim.de / eventim.com and local country portals) manages sales and after-sales for concert, theatre and festival tickets sold through its platforms. Customer service handles order issues (duplicates, missing tickets, wrong delivery), refunds or exchanges when promoters cancel or reschedule, access problems at venues, and account or payment disputes. Because Eventim acts as both a ticket retailer and a platform for promoters and venues, the service role varies: sometimes Eventim issues a refund directly; in other cases the event organiser makes the final decision.

For customers this means two practical consequences: first, you should always keep the Eventim order confirmation (order number and e‑mail) as your primary record; second, timelines and remedies depend on whether Eventim is the seller of record or merely the distribution channel. In most typical cases, Eventim’s first-line support can resolve delivery and account issues within 24–72 hours; refunds for cancelled events are usually processed within 7–30 days after the organiser’s confirmation.

How to contact Eventim efficiently

Start at the official portals: https://www.eventim.de (Germany) or https://www.eventim.com (international). Use the “Service & Hilfe” / “Contact” page to find the local channel for your country; Eventim routes cases locally and keeps language-specific teams. For urgent issues at event entry, use the venue’s box office phone (often listed on the event page) and show your Eventim order confirmation and ID — this resolves most access denials immediately.

Typical contact channels, and realistic response expectations: phone/helpline (fastest during opening hours, often immediate), live chat (if available, immediate to same-day), e‑mail or contact form (response within 24–72 hours), and social media (public queries can accelerate attention but may require DMs for privacy). If you can’t find a telephone number, use the contact form on the specific country Eventim page; include your order number, purchaser e‑mail, event date, venue and screenshot of the ticket barcode to speed processing.

What information to provide (one quick checklist)

• Order number (format usually E-ticket order with 8–12 alphanumeric characters), purchaser e‑mail and full name exactly as on the order confirmation.
• Event name, date, venue (city and seating section or seat numbers), and the ticket type (paper, print@home, mobile/Wallet barcode).
• Payment method and last four digits of the card used; screenshots of the confirmation, bank statement line (if payment disputed), and any correspondence with the venue or organiser.

Common problems and precise remedies

Missing tickets: if you paid but did not receive e‑tickets, check spam folders and the Eventim account order history. If not present, open a ticket with Eventim Support, attach bank confirmation and your order number; typical resolution is re‑issue of barcode or switching to mobile entry within 24–72 hours.

Rescheduled/cancelled events: when an organiser cancels, Eventim posts a notice on the event page and emails affected customers. Refund processing times depend on the promoter’s confirmation; expect 7–30 days for a credit-card refund, 14–60 days for bank transfers in some countries. If the organiser offers a rebook or voucher, the service message will explain whether acceptance is automatic or requires opt‑in.

Fees, delivery and resale details

Service fees vary by market and event. Typical retail components include a service fee per ticket (commonly €1.50–€9.90), a delivery fee for physical postage (often €2.50–€9.90), and payment processing fees which can vary by card. Digital delivery (mobile ticket or print@home) is usually the cheapest option and often free of delivery charges. Check the final price breakdown at checkout — Eventim displays gross ticket price + clearly labelled fees before payment.

For secondary market issues, Eventim operates fanSALE (market in several European markets) which allows secure resale at face value or above according to local rules. If you buy a resale ticket via fanSALE, support for authenticity issues is usually better than through informal channels, and Eventim can reissue valid barcodes up to gate time in many venues.

Escalation: when and how to escalate a case

First, exhaust Eventim’s support channels. If unresolved after 7–14 days, collect all evidence (order e‑mail, bank statement, screenshots, venue communications) and request escalation in writing via the contact form; reference your initial ticket number. If you paid by card and believe the refund was wrongly withheld, you can also contact your bank to initiate a chargeback — banks typically require 60–120 days from transaction date for chargeback disputes depending on card scheme and country.

If you need legal steps, local consumer protection agencies in the EU (e.g., Verbraucherzentrale in Germany) can advise on small claims procedures; these processes vary by country and may require arbitration clauses to be checked in Eventim’s terms (linked on every eventim.* domain). Always keep a precise timeline: date of purchase, date of contact with Eventim, names or ticket IDs of any interactions, and dates of promised actions — this speeds administrative or legal outcomes.

Practical tips to prevent and speed up resolution

• Create an Eventim account and keep tickets in the app or Wallet — activated mobile entry reduces gate-time disputes and lost-ticket problems.
• For transfers/resales, use Eventim’s official channels (fanSALE) or authorised transfer features; informal PDF transfers expose you to scams and often won’t be supported at the gate.
• Take screenshots at the gate of any access denial including staff member names and badge numbers; this is powerful evidence when requesting refunds or compensation.