Do you have a ticket for an event, but haven't received important details you need to attend, such as the address, opening times, meeting point, shuttle information, or lineup?
This article explains what you can do in this situation.
- If the event was canceled or postponed, see: ❌ The event was cancelled or postponed.
- If the event took place but the lineup, venue, schedule, or delivery of the event differed from what was announced, see: 🥸 The event didn't match what was announced.
👉 Who is responsible for providing this information?
Providing the practical information you need to attend the event is the responsibility of the event organizers.
This includes details such as the venue, opening times, meeting points, shuttle information, lineup, and other instructions related to attending the event.
Shotgun provides the digital platform used to promote events and sell tickets. We don't manage the event itself or have access to all of its practical information, so we can't provide these details on the organizer's behalf.
That's why, when you're missing information about how to attend the event, the organizer is in the best position to provide the details you need and clarify any questions you may have.
👉 What can you do?
🗓️ If the event hasn't happened yet
Before contacting the organizer, check the following:
- The event page on Shotgun: the organizer may add practical information there as the event gets closer.
- Your email inbox, including your spam and junk folders, using the email address associated with your order.
- The organizer's social media accounts and any group or page linked to the event.
If you still can't find the information you need, contact the organizer directly through your ticket. This way, your request will be linked to your order and sent to the person responsible for organizing the event.
For more details, see: 📨 How can I contact the event organizer?
Organizers may share practical information at different times, sometimes only a few days before the event or even on the day itself. After checking the available channels and contacting them, give them some time to respond and provide the necessary information.
🕐 If the event has already happened
If you couldn't attend because you didn't receive the practical information you needed, or received it too late to make the necessary arrangements, you can ask the organizer about a refund.
The organizer is responsible for communicating the event information and can assess your situation and let you know whether a refund is available.
Contact the organizer directly through your ticket. For more details, see: 📨 How can I contact the event organizer?
Organizers are responsible for communicating the practical information needed to attend their events. If you believe the lack of information prevented you from attending, explain what happened and provide as much detail as possible when contacting them.