All event information is subject to change.
PLEASE NOTE THAT FOR YOUR PROTECTION YOUR TICKETS WILL ONLY BE SENT TO THE CREDIT CARD BILLING ADDRESS USED WHEN PLACING YOUR ORDER. UNFORTUNATELY THERE ARE NO EXCEPTIONS TO THIS POLICY.
Frequently Asked Questions
 
Contact
How do I contact Customer Service?
 
Registration
What do I do if I lose my username/password?
What can I do if I’m getting an error when trying to access the page?
Foreign Currency Issues
What happens if I purchase tickets in a currency different from my local currency?
Why is the amount on my credit card statement different from the purchase price of the tickets on my confirmation?
Is Value Added Tax (VAT) included in the order total?
 
Delivery
When can I expect my tickets to be delivered?
Can my tickets be sent through the regular mailing service?
What if nobody is there to receive the package?
How can I track my package?
Where should I send my tickets?
Why do we ship 2 Day Air?
 
Will-Call
What do I need to pick up my tickets?
When can I pick up my tickets?
Can somebody else pick up my tickets at Will-Call?
What if the Credit Card I used to purchase tickets was not my card?
 
Problems
My tickets have not arrived yet. Where are they?
What should I do if I got the wrong tickets?
How do I cancel my order?
What happens if the event is canceled or rescheduled?
Why won't my order process?
What if my tickets were lost or stolen?
What level encryption does our web ticketing support?
What happens if I get the following error message? "No ephemeral rsa support. Your web browser only supports EXPORT cipher, can't access current secure content."
 
General Questions
What is the difference between the order and the confirmation number?
Can I add more tickets to my order?
What forms of payment do you accept?
Can I purchase Taper Tickets?
What if I place two orders, can my seat locations be put together?
Will there be more tickets available for this show at a later date?
 
 
Contact
How do I contact Customer Service? In order to receive the quickest response to your customer service needs, we recommend emailing support@ultramusicfestival.com. One of our Customer Service Representatives will respond to your email in the timeliest manner possible.
 
Registration
What can I do if I’m getting an error when trying to access the page?

• Try refreshing your browser.
• Closing the browser and opening a new one.
• Or try using a different Internet browser.
 
What do I do if I lose my username/password? Click "Forgot Username/Password?" on the account login screen. Enter the email address you used to set up your account. Your username and password will then be emailed to you.
 
 
Foreign Currency Issues
What Happens if I purchase tickets in currency different from my local currency? Tickets will be sold in the currency listed for the event. Credit card companies typically convert foreign currency sales on a daily basis at the current market exchange ratio. Check your credit card company's user agreement for their foreign currency exchange policy
Why is the amount on my credit card statement different from the purchase price of the tickets on my confirmation? If your credit card currency is different from that in which the event is sold, your credit card company will convert the order total to the home currency of your credit card.
Is Value Added Tax (VAT) included in the order total? Yes, VAT is included in your purchase total.
 
Delivery
When can I expect my tickets to be delivered? We typically ship tickets 2 weeks prior to the show date. If you have not received your tickets one week prior to the show date, please contact our Customer Service department at support@ultramusicfestival.com. We send all tickets via 2-day express delivery. On the day your tickets ship out, you will receive email from us with your tracking number and specific delivery date.
Can my tickets be sent through the regular mailing service? Depending on the event and its location, UltraMusicFestival will offer as many shipping methods as possible.
What if nobody is there to receive the package?  ? If no one is available to receive the package, your tickets will be returned to us, at which point we will resend them for an additional shipping fee. Because we ship packages and wish to ensure successful delivery of those packages to you, please make sure to give us a shipping address where you can be found during daytime hours. Many customers have tickets shipped to their business address for this reason.
How can I track my package? If tracking is available through your chosen shipping method, we will send you an email with the tracking number and a link to your carrier’s website when your tickets are shipped.
Where should I send my tickets? Tickets can only be sent to the billing address of the credit card used to make your purchase. Please remember that UPS cannot deliver to P.O. boxes. Our carrier guarantees delivery to a business by 4:30 P.M. and to a residence by 7:00 P.M, so please keep this information in mind when choosing your shipping address.
Why do we ship 2 Day Air?  Due to the critical nature of prompt delivery, we use services that allow both the customer and the company to track the package until it is in your hands.
 
Will-Call
What do I need to pick up my tickets? All Will Call tickets will be in the name used to place the order. This person must provide photo identification, the credit card that the tickets were purchased with, and a printout of the confirmation email.
When can I pick up my tickets? Will Call Tickets should be available for pick up one hour before show time as the standard time to pick up Will Call tickets.
Can somebody else pick up my tickets at Will-Call? No. Will Call tickets must be picked up by the person whose name is used to place the order.
What if the Credit Card I used to purchase tickets was not my card? You will not be required to present the credit card used for your ticket order, but always be sure to bring your confirmation email and photo ID to claim your tickets.
Can I change the pick-up name on my Will Call order? No will call name changes are allowed.
 
Problems
My tickets have not arrived yet. Where are they? By our standard delivery procedure, we send your tickets out approximately two weeks before the event, depending on the artist and/or venue. If you have not received your tickets one week prior to the event date, please contact our Customer Service department at support@ultramusicfestival.com and we will resolve this matter for you.
What should I do if I received the wrong tickets?  If you received tickets either for the wrong show or that are different from the ones purchasesd, please contact our Customer Service department immediately at support@ultramusicfestival.com so that we may resolve this problem.
How do I cancel my order?  All sales are final. If the show you are planning on attending is cancelled or rescheduled for a date that you are unable to attend, you are eligible to receive a refund for the face value of the tickets.
What if the event is canceled or rescheduled? If the event is canceled or rescheduled, or the venue is closed for any reason, you will be updated via email as soon as information becomes available. We will send this email notification to the address you provided in the ordering process (you must provide a valid email address with your order). Before traveling to the show, please confirm the event with the venue. If the show is canceled, you will receive a full refund for the face value of the ticket(s).
Why won't my order process? The most common error occurs when entering billing and shipping information. Make sure there are no spaces and/or dashes when entering your credit card information. If you still unable to place your order, please copy the error you are experiencing and email it to support@ultramusicfestival.com.
What if my tickets were lost or stolen? We cannot replace tickets that are lost or stolen after they have been delivered to you. Please be certain to keep your tickets in a secure place once you have received them.
What level encryption does our web ticketing support?   What level encryption does our Web ticketing support? We support 128-bit encryption and higher. To check what encryption your browser supports, click on "Help" and then "About" in the navigation bar of your browser. A window will pop up indicating the encryption level supported. If your browser supports an encryption level lower than 128-bit, you'll need to upgrade your browser (most allow you to upgrade for free).
What happens if I get the following error message? "No ephemeral rsa support. Your web browser only supports EXPORT cipher, can't access current secure content."  To purchase tickets using our web ticketing, your browser must have 128-bit encryption. This error message indicates that your browser supports an encryption level lower than 128-bit. To check what encryption level your browser supports, click on "Help" and then "About" in the navigation bar of your browser. A window will pop up indicating the encryption level supported. If your browser supports an encryption level lower than 128-bit, then upgrade your browser; most browsers allow you to upgrade for free.
 
 
General Questions
What is the difference between the order/confirmation numbers? Your order number and confirmation number are the same. There is no difference whatsoever.
Can I add more tickets to my order? No. All orders are final. If you need to buy more tickets, you will have to place a separate order.
What forms of payment do you accept? We accept Visa, MasterCard and American Express as forms of payment.
Can I purchase Taper Tickets? If they are available, we will be allotted a limited number of Taper Tickets. If a band or venue is offering Taper Tickets, there will be a specific notification on the ticketing site. We cannot guarantee that your request will be filled.
What if I place two orders, can my seat locations be put together? Ultra Music Festival is a general admission event with no assigned seating of any type.
Will there be more tickets available for this show at a later date? As availability is subject to change, please check back often. Otherwise, refer to the live events page on the band/venue's website for additional ticket outlets.
Only one transaction is allowed per credit card, email address, and/or billing address.