Cascade Tickets: Help & FAQ

Thank you for visiting Cascade Tickets. Etix provides delivery and support for Cascade Tickets orders. If you need assistance, please review the Frequently Asked Questions below before sending an email.

If you do not see your question answered, or if you require further assistance, please click here to email our support group. We respond to most inquiries within 24 hrs but, depending upon the complexity of your inquiry, some replies may take longer.

Questions about MY EXISTING ORDER

I ordered tickets but did not receive a confirmation email. What do I do?

Confirmation emails are sent immediately upon completion of the transaction. If you have spam blocking or require senders to seek approval, you may not receive it. If you do not appear to receive it, please check the spam or junk mail folders for your email account. The confirmation email sender is "thankyou@etix.com". If you still cannot find the email, you may have entered your email address incorrectly. please click here to email our support group for assistance and be sure to include your order (confirmation) number for faster assistance. On receipt of your request, eTix will check the accuracy of your email address and will re-send it to you so please be sure to disable any spam blockers and please add "thankyou@etix.com" to your address book to ensure it gets delivered.

The "processing" screen has been processing for an unusually long time. How can I tell if my order has been completed successfully? Should I try again?

Normal processing time will vary based on your internet connection and browser. If your order has been "processing"" for longer than 5 minutes, do not process a new order! You should not process a new order until you have confirmed whether or not your first attempt was successful. If you complete multiple purchases in error, we will be unable to refund additional attempts. Please close all browsers; reconnect; check your email account including spam or junk mail folders. If there is no confirmation email (and you are sure that you entered your email address correctly) then disable pop-up blockers and try again directly at www.cascadetickets.com .

I chose Mail Delivery, yet my tickets haven't arrived. Where are they?

eTix mails most ticket orders within a few days of your purchase. In the event that you do not receive your tickets within 48 hours of the event, please click here to email our support group for assistance. Tickets shipped by eTix will arrive in a plain white envelope with a Morrisville, NC return address. Some venues mail their own tickets, and may have a different delivery time frame. If the delivery method listed was "Regular Mail - Internal Use", these tickets are being sent by the venue, so please contact them regarding your ticket delivery. If you ordered tickets through eTix as part of a fan club offer, those are usually mailed out 14 days prior to the event and you should receive those no later than two days prior to the event. Should you not receive your tickets within 48 hours of the event, please click here to email our support group for assistance.

I think I entered the wrong email address. What do I do?

Check the spam or junk mail folders for your email account. The confirmation email sender is "thankyou@etix.com". If you still cannot find the email, please click here to email our support group for assistance and be sure to include your order (confirmation) number for faster assistance. On receipt of your request, eTix will check the accuracy of your email address and will re-send it to you so please be sure to disable any spam blockers and please add "thankyou@etix.com" to your address book to ensure it gets delivered.

My tickets are being held at Will Call. What does that mean?

Will Call tickets will be held at the event box office in the cardholder's name. Generally these tickets can be picked up 1 hour before the show. Please be sure to bring your confirmation (order) number, a photo ID, and the credit card used at the time of sale. These items will be used to find your order and verify your identity before you are given the tickets.

Can I put an alternate name on my order?

While this is generally not encouraged or allowed, each venue has its own "will call" policy. In the event that you wish to have an alternate name put on an order please click here to email our support group and we will advise you if this is available for your particular event.

I have lost\thrown my tickets away, what do I do?

If you have lost hard tickets that you received in the mail and you cannot find your tickets within 48 hours of the event please click here to email our support group for assistance. If you have lost your Print at Home tickets, you can reprint them using the instructions found in your initial confirmation email.

I accidentally purchased tickets for the wrong date or performance. Can I exchange them?

Policies defined by our clients prohibit eTix from issuing exchanges or refunds after a ticket has been purchased without their express consent. If you wish to request a refund or exchange, please click here to email our support group.

If I purchased tickets, but find I can no longer attend the show, can I get a refund?

All tickets are sold on a final sale basis. Before purchasing tickets, it is your responsibility to carefully review your seat location, event information and performance date. Policies defined by our clients prohibit eTix from issuing exchanges or refunds after a ticket has been purchased without their express consent, which is not routinely granted. Notwithstanding that, if you wish to request a refund please click here to email our support group.

The event I purchased tickets for has been postponed\rescheduled. What do I need to do?

eTix will email all online customers as soon as we have been notified by the venue\promoter of an event postponement or rescheduling. This email will usually contain information regarding the new date (if available) and the refund options available to you. If the new date is not known at the time of postponement follow-up emails will be sent that will include the refund options available to you as defined by the client. NEVER discard hard tickets for a postponed\rescheduled event as their return is often required to get a refund when an event has been rescheduled.

I heard that the event for which I purchased has been cancelled. What should I do?

If an event is cancelled and not rescheduled, upon formal notification from the event promoter, we will email all online customers and refunds will automatically be applied to the credit card used by the customer at the time of purchase. In such instances refunds will generally appear on your next credit card statement depending upon your billing cycle. All ticketed events are scheduled to be held regardless of weather conditions. Sometimes weather or other outside considerations make the performance impossible to complete. In such instances, the event venue or the event promoter are charged with making the final determination of cancellation and refund availability. eTix will automatically issue refunds ONLY if an event is cancelled in its entirety. Refunds for rescheduled shows will be provided only with the venue or promoter's consent NEVER discard hard tickets until you have received a refund for a cancelled event.

I really wanted to see an opening act, but they will no longer be performing. The headlining band will still perform. Can I get a refund?

Opening acts or guests may sometimes tour with headlining performers. eTix is not always made aware of opening acts or the length of their performances. These opening acts are subject to change or cancellation at any time without notice. No refund will be given if an opening act is changed or cancelled, unless the venue or promoter approves it.

What happens if I make a copy of my ticket?

Each ticket contains a unique, two dimensional barcode that is scanned at the venue. Once that barcode is scanned, no other ticket with that barcode will gain entry.

Questions about ORDERING TICKETS

The screen says I did not complete the transaction in time. Why?

You have 15 minutes to complete your transaction. If you get an error message and you feel it has been less than 15 minutes, you may need to be sure that "cookies" are enabled on your browser. If you are using AOL, please refer to the AOL Help section for how to enable cookies. For Mozilla Firefox find the Help section: Managing Cookies and follow the instructions. For Internet Explorer: Click on "Tools"; select "Internet Options"; click on the "Privacy" tab; click "Advanced"; check "Override automatic cookie handling"; then check "Always allow session cookies"; and then click OK twice to escape.

The "processing" screen has been processing for an unusually long time. How can I tell if my order has been completed successfully? Should I try again?

Normal processing time will vary based on your internet connection and browser. If your order has been "processing" for longer than 5 minutes, do not process a new order! You should not process a new order until you have confirmed whether or not your first attempt was successful. If you complete multiple purchases in error, we will be unable to refund additional attempts. Please close all browsers; reconnect; check your email account including spam or junk mail folders. If there is no confirmation email (and you are sure that you entered your email address correctly) then disable pop-up blockers and try again directly at www.cascadetickets.com.

What does this mean? "One or more of your tickets has restrictions"

This means that to complete your transaction you will need to enter the pass-code supplied to you as part of a promotion offering discounted tickets. If you have a valid code, to complete your sale, you will need to enter it in the field directly above the credit card entry field usually on the final transaction page. Pass-codes are case sensitive. Sorry but eTix cannot assist you in obtaining this code.

In entering my information I got an error message stating "Your email verification does not match". Why?

You will receive this message when the address you entered in the email field does not match the address entered in the verify email field. This is often the result of making a copy\paste error where you have inadvertently pasted an extra space before or after your address in the verify email field.

Why do I get an error message for "invalid credit card" when I try to purchase tickets?

There are several reasons why you may be getting an error. The name entered under billing information must exactly match the name on your credit card as should the billing address, including zip code. The credit card number should be entered without spaces or dashes. The card type must match the selection made in the drop down box (MC\VISA etc). If you are still experiencing a problem, you may wish to contact the card issuing bank for assistance.

I don't have a credit card. Can I still use your site?

We're sorry, the type of credit card accepted for payment may vary by event, but tickets must be purchased with a major credit or debit card.

I don't have a printer. Can I still use your site?

Yes. Many clients offer delivery methods other than Print at Home. However, if Print at Home is the only option you can still order tickets online and forward the purchase confirmation email that you will receive to anyone with a computer and working printer, and they will be able to print your tickets.

How come I was on your site yesterday and was told there were no tickets available, yet today there are?

eTix does not control ticket inventory (availability). Only the promoter\venue determines what, if any, tickets will be held, sold or released for public sale. If a performance is listed as SOLD OUT or Unavailable you may want to check the site periodically to see if tickets have been released.

I purchased a ticket earlier, but now I see there are better seats open. What happened to "Best Available"?

When a customer begins the purchase process their seats are pulled out of the available inventory until they purchase them or decide not to continue. If someone has held seats before you began your transaction, but later decides not to buy them, they are released back for sale. This is a common occurrence especially during the on-sale of a popular event. Unfortunately, eTix is not authorized to refund or exchange the tickets you purchased under these circumstances.

The website says that tickets are "Sold Out". What does that mean?

When tickets are sold out, there are no tickets remaining for the event through eTix. In some instances, tickets may still be available through the venue box office. You should contact the box office directly to inquire about any remaining tickets.

The event just went on sale, why are there no tickets available?

Just like you, thousands of other customers may be trying to purchase tickets. During a very popular on sale, it is possible to receive a message that says seats are currently unavailable. If a customer begins the purchase process and decides not to continue their seats are released back for sale. You should try refreshing your browser or try again later.

I ordered tickets but did not receive a confirmation email. What do I do?

Confirmation emails are sent immediately upon completion of the transaction. If you have spam blocking or require senders to seek approval, you may not receive it. If you do not appear to receive it, please check the spam or junk mail folders for your email account. The confirmation email sender is "thankyou@etix.com". If you still cannot find the email, you may have entered your email address incorrectly. please click here to email our support group for assistance and be sure to include your order (confirmation) number for faster assistance. On receipt of your request, eTix will check the accuracy of your email address and will re-send it to you so please be sure to disable any spam blockers and please add "thankyou@etix.com" to your address book to ensure it gets delivered.

Questions about PRINTING TICKETS

I ordered tickets but did not receive a confirmation email. What do I do?

Confirmation emails are sent immediately upon completion of the transaction. If you have spam blocking or require senders to seek approval, you may not receive it. If you do not appear to receive it, please check the spam or junk mail folders for your email account. The confirmation email sender is "thankyou@etix.com". If you still cannot find the email, you may have entered your email address incorrectly. please click here to email our support group for assistance and be sure to include your order (confirmation) number for faster assistance. On receipt of your request, eTix will check the accuracy of your email address and will re-send it to you so please be sure to disable any spam blockers and please add "thankyou@etix.com" to your address book to ensure it gets delivered.

What kind of printer, paper and ink do I use to print my tickets?

Any inkjet or laser printer using 8.5" x 11" paper will be fine. Tickets can be printed in color or black and white as you prefer.

My tickets are not printing one to a page, what should I do?

Please check your printer margins. Using Internet Explorer your margins should be set to 0.75 inch on all sides. Text size should be set to "Medium" Using Mozilla Firefox your margins should be set to 1.1 inch on all sides. Text size should be set to "Normal" Regardless of how your tickets print, as long as the bar codes and\or serial numbers print clearly your tickets will be accepted.

My tickets are not printing the images. What should I do?

If you can see the images on screen but they do not print to the page this is a printer issue. Please consult your user manual. If the images do not print on the same page as the event information, this is a margin issue please review the margin setting instructions above. If the images do not appear on screen this is usually the result of your individual browser settings; please check settings regarding pictures or images. Regardless of how your tickets print, as long as the bar codes and\or serial numbers print clearly your tickets will be accepted.

How do I reprint my Print at Home ticket?

Instructions for reprinting your ticket are contained in the confirmation email sent at the conclusion of your sale. In that email you will find a link that will bring you to etix.com and the user name and password that are required to print the ticket. If you already know your user name and password you can click on the reprint tickets link on the etix.com home page now.

I don't have a printer. Can I still use your site?

Yes. Many clients offer delivery methods other than Print at Home. However, if Print at Home is the only option you can still order tickets online and forward the purchase confirmation email that you will receive to anyone with a computer and working printer, and they will be able to print your tickets.

What happens if I make a copy of my ticket?

Each ticket contains a unique, two dimensional barcode that is scanned at the venue. Once that barcode is scanned, no other ticket with that barcode will gain entry.

Questions about CASCADE TICKETS.COM

I have a charge on my account from Cascade Tickets, but I don't remember using your service. Who are you?

We provide ticketing services for ticketed events. While most tickets are sold online, most charges that people don't recognize were made in person at one of our client's event or venue box offices. If you don't personally recall such a purchase, please check with other household members. If you still don't recognize the charge, please click here to email our support group . When filling out the form please provide the following additional information: transaction date; transaction amount and the last four digits of the credit card charged.

Is cascadetickets.com a secure website?

We utilize the latest technological advances to ensure that your transaction is secure. Our Secure Socket Layer (SSL) software is the best available today for secure electronic commerce transactions. It encrypts all of your information, including your credit card number, so that it cannot be read as the information travels over the Internet. You will find the secure icon on the pages where you enter your personal information.

I would like to order tickets online. Is my PC\MAC compatible with your site?

can expect cascadetickets.com will be compatible with most operating systems. However because browsers are user configurable we cannot troubleshoot browser related issues.

Do you charge convenience fees? What are these?

Convenience fees are often, but not always, assessed for each ticket purchased for the ease of purchasing tickets remotely (either online or by phone). Cascade Tickets and their clients make every effort to keep these fees as low as possible so that the consumer does not pay more than is absolutely necessary.

I don't have a credit card. Can I still use your site?

We're sorry, the type of credit card accepted for payment may vary by event, but tickets must be purchased with a major credit or debit card.

I don't have a printer. Can I still use your site?

Yes. Many clients offer delivery methods other than Print at Home. However, if Print at Home is the only option you can still order tickets online and forward the purchase confirmation email that you will receive to anyone with a computer and working printer, and they will be able to print your tickets.