🆙 I want to upgrade my ticket

You've already placed an order and want a different ticket or a more premium option?

This article explains how ticket upgrades work, what you can upgrade to, and what to do if the option isn't available or something goes wrong.

👉 How can I upgrade my ticket?

The upgrade option lets you swap your current ticket for another ticket on the same order.

1. Log into your Shotgun account.

2. Open My tickets.

   

3. On the website, look for Upgrade my ticket under your ticket. 

   

4. In the app, tap More under your QR code, then Upgrade my ticket. You'll be taken to your web profile, already logged in, to complete the upgrade. 

👉 What can I upgrade to?

You can upgrade to a ticket that is the same price or more expensive than your current ticket, including a different ticket category. 

You can't switch to a cheaper ticket.

• Same price: for example, switching from a Friday Pass to a Saturday Pass. You'll still go through checkout, but there will be nothing to pay.
• Higher price: for example, switching from Regular to VIP, or from a 1-Day Pass to a 3-Day Pass. You'll pay only the price difference, with no additional upgrade fee.

A few other things to keep in mind:

• You can upgrade more than once, up to the end of the event.
• Promo codes and vouchers can't be used during the upgrade process.
• If your upgraded ticket is later refunded, both the original payment and the upgrade payment are refunded.

👉 Why can't I upgrade my ticket?

If you don't see the “Upgrade my ticket” option under your ticket, the upgrade isn't available for that ticket or order.

There are a few possible reasons:

🎪 The event doesn't offer upgrades

For events in North America, upgrades are enabled by default. 

Everywhere else, the organizer decides whether to offer upgrades, so the option isn't available for every event.

🎟️ Your ticket or order isn't eligible

The upgrade option won't appear if your ticket or order is:

• Already scanned, resold, transferred, or refunded
• A group ticket or part of a bundle
• An order with a payment plan still in progress (not applicable to Brazil)

🎫 The ticket you want isn't available

Even if your current ticket is eligible, you may not be able to upgrade to the ticket you want if it is:

• Sold out
• No longer on sale
• Reserved for a specific group of buyers

If the upgrade isn't possible, you can still resell your ticket through Shotgun, if eligible, and buy another ticket separately.

See 💵 I want to resell my ticket.

👉 I upgraded my ticket, but I can't find the new one

Your new ticket should usually appear in My tickets and arrive by email within a few minutes after the upgrade is completed.

Your previous ticket is no longer valid, and its QR code won't work. Only the new ticket can be used for entry, so make sure you're showing the correct ticket at the door.

If the new ticket hasn't appeared, or you were charged but your ticket hasn't changed, contact Shotgun Care so we can check what happened with the payment and your order.

What we need from you:

• Your order number
• The ticket you upgraded from and the ticket you upgraded to
• The date you completed the upgrade
• If you were charged: the amount, date of the charge, and last 4 digits of the card used