How to contact TodayTix customer service — complete, practical guide

Quick overview: channels, expectations, and where to start

TodayTix (founded in 2013) routes most customer service through its app and online Help Center rather than by public phone lines. The primary, official entry points are the Help Center at https://help.todaytix.com and the in-app “Help / Contact Us” flow inside the TodayTix mobile app (iOS and Android). For routine problems (delivery errors, mobile-ticket issues, order questions) these channels are faster and required because they attach your order metadata automatically.

Expect a response window of roughly 24–72 hours for typical inquiries submitted through the app or web form; more complex or escalated cases (fraud review, chargebacks, multi-order investigations) can take 7–14 business days. Keep these timelines in mind before submitting duplicate requests — multiple tickets slows down triage.

Contacting TodayTix via the mobile app (the recommended primary method)

Open the TodayTix app, go to Profile or Menu, tap Help (sometimes labeled “Support” or “Contact Us”), then choose the relevant order or topic and submit a ticket. Submitting from inside the app auto-attaches your order ID, show name, performance date, device and app version — information staff need to diagnose problems quickly. If your issue relates to a specific order, always tap that order first and use the “I have a problem with this order” option.

Attach screenshots: capture the order confirmation email, the e-ticket screen, and any error messages from the app. Concise, specific requests get faster resolution — for example: “Order #123456789 for Wicked, 2025-10-12 7:30pm, seats row G 101–102: payment charged but tickets not in app. Screenshot attached.” Clear subject lines and one ticket per issue reduce processing time.

Using the TodayTix Help Center and web contact form

From a desktop, start at https://help.todaytix.com. Use the search bar for self-service articles (refund policy, mobile ticket entry steps, lottery/rush processes) and click “Contact Us” or “Submit a request” when an article doesn’t solve your problem. The web form will request the same key fields as the app: order ID, email used to purchase, show name & date, and a description of the problem.

If you don’t see the “Contact” option, sign in with the email used for purchase; anonymous submissions take longer because support cannot link to your orders automatically. For faster handling mark your priority accurately (e.g., “Admission issue — same day” vs “General question”) so the ticket is routed to the correct queue.

When you should call the theatre box office or use venue contacts

TodayTix handles the transaction and ticket delivery, but immediate access issues at the venue are often solved faster by the theatre box office. If you’re on-site the day of the performance and cannot access tickets/transfers, call the venue’s box office number (listed in your TodayTix order details under “Venue” or on the venue’s website) and ask to speak to House Management. Box office staff can validate ID and process will-call releases or printouts in minutes.

Use the box office for same-day physical entry problems; use TodayTix support for refunds, billing disputes, or account errors. If TodayTix tickets are not recognized by venue scanners, create a support ticket and include photos of the barcode, the scanner message, and the venue staff name/time — that documentation expedites reconciliation between TodayTix and the theatre.

Exactly what to include when you contact support

• Order ID / confirmation number (found in confirmation email and app). Example: Order #123456789.
• Show title, venue name, performance date and time (e.g., “Hamilton — Richard Rodgers Theatre — 2025-06-03 8:00 PM”).
• Payment details: last 4 digits of the card used, billing ZIP/postal code, transaction amount and date (e.g., $128.50 charged on 2025-05-01).
• Device and app information: iPhone X iOS 17.4, TodayTix app version 5.6.2; or Android Pixel 7, Android 13, app version 5.6.2.
• Action requested: refund, resend ticket, transfer to another guest, or investigation for double charge. State your desired outcome clearly.
• Attachments: screenshots of confirmation email, ticket screen, payment receipt, and any error messages from venue scanners.

Including all items above in your initial message reduces back-and-forth and speeds resolution. If you must follow up, reply to the same ticket rather than opening a new one so the history remains contiguous.

Refunds, exchanges, chargebacks and realistic timelines

Ticket refundability depends on the event and venue policy: many theatre tickets are final sale and non-refundable unless the performance is cancelled or rescheduled. When TodayTix issues a refund (e.g., show cancelled by the promoter), refunds are typically processed within 7–14 business days back to the original payment method. Confirm the refund amount on the TodayTix ticket thread and check your bank or card statement for the posted transaction.

If you believe a duplicate or fraudulent charge occurred, first open a TodayTix support ticket and ask for a fraud investigation. Simultaneously notify your card issuer if you need an expedited block. Cardholder disputes (chargebacks) are handled by banks and typically must be filed within 60–120 days depending on the issuer; use TodayTix support to obtain the merchant transaction details the bank will request.

Escalation: when and how to escalate unresolved issues

If you’ve followed the steps above and have not received a substantive response within the timeframes stated (24–72 hours for basic tickets; 7–14 business days for investigations), reply to your existing ticket with “Escalate” in the subject and include a concise reason. Be factual: dates, ticket ID, and what you’ve already supplied. Polite persistence and clear documentation are the fastest routes to escalation.

As alternative public channels, TodayTix maintains a presence on social platforms (X/Twitter handle @TodayTix and Facebook pages) where company agents sometimes advise next steps or confirm ticket statuses; do not post sensitive personal or payment information publicly. If you exhaust internal remedies, you can file a complaint with your local consumer protection agency or a payment-card dispute, but include your TodayTix ticket ID and all correspondence when you do so.

How do I get my tickets from TodayTix?

You’ll receive your e-tickets in the TodayTix app as soon as your purchase is complete! You can find them in the Orders tab. For added security, your barcode will refresh every few seconds until 2 hours before showtime.

Which is better, TodayTix or TKTS?

TodayTix has more shows available but TKTS has better prices. Also, the TKTS tickets are definitely there whereas with TodayTix you may buy tickets that they expect to have and then when it comes time for the show they don’t get as many as they expected and you wind up getting your order cancelled.

What is the cancellation protection on TodayTix?

To ensure your order is covered, be sure to select the Ticket Protection option during checkout before finalizing your purchase. This will allow you the flexibility to cancel your tickets up to 24 hours before the show.

How do I get a refund from TodayTix?

For exact instructions, or to request a refund for any canceled or postponed event, please contact us via email. Event dates and times are subject to change. It is your responsibility to check for any possible changes in the date and time.

How do I get in touch with TodayTix?

Contact TodayTix.

1. For general inquiries. [email protected].
2. For press inquiries. [email protected].
3. For partnerships. [email protected].

Is it safe to buy tickets on TodayTix?

TodayTix is totally legit and pretty great. While they’re usually a bit more than buying direct from a show/venue, they’re the best place for discounts , rush, and lottery and there’s extra discount for regular use.