Help / FAQ

Answer : The UEFA is expected to start ticket distribution a few weeks before the competition through the official UEFA Mobile Tickets app. Once available, the tickets will be delivered to you promptly. For more information, please visit the official UEFA website. https://support.tickets-mobiletickets.uefa.com/hc/en-us
You will receive an email notification when your tickets become available.

Answer : Start by installing the 'UEFA Mobile Tickets' app for [iOS] / [Android].
Log in using the email address used for the purchase or the one to which you want the tickets to be forwarded.you'll receive a registration code by email to enter the app. Once registered, your coveted tickets will proudly display in the app.

On match day, make it a breeze :
Ensure your phone is charged.
Keep Bluetooth on.
Set the date and time to local time, matching the match's time zone.
Simply show your phone, with the app open, at the stadium entrance.
For a quick guide, watch the inspiring 1-minute video below to see just how easy it is to use your mobile tickets.

Answer : After completing the payment, TICKETS-EXCHANGE ensures buyers receive the tickets exactly as described in the purchase. In the rare event that the seller is unable to deliver the tickets, our Fans Guarantee Policy comes into effect. What does the Fans Guarantee entail? TICKETS-EXCHANGE will promptly provide replacement tickets (similar or better) at no additional cost. This means buyers can confidently book their accommodation and transportation immediately after the transaction, knowing that their purchase is backed by our guarantee.

Answer : Delivery may vary depending on the event.
You will get your tickets by the end of the day on your order’s expected delivery date (as stated on your invoice). This is based on when the seller told us he would have the tickets. We can’t ask the seller to send tickets earlier than the date in your order details.

*If the seller has the tickets ready to be delivered, you will usually get them by the end of the day for mobile and PDF tickets / within 48h for paper tickets. Please note you can also choose to collect from a member of our staff at the stadium (maximum 30minutes prior match kick off).
*For example, you can already buy tickets now for the UEFA EURO 2024 but tickets will be officially released by UEFA only a few weeks before the event’s starting date. We will always display the expected delivery date in the ticket’s description.

You will get your tickets by the end of the day on your order’s expected delivery date (EDD). This is based on when the seller told us they’d have the tickets. We can’t ask them to send tickets earlier than the date in your order details.

Answer : A PDF ticket is a file in PDF format, as the name suggests. It contains event information as well as a QR code or barcode allowing access to the venue. This ticket can be freely transferred via email or printed. However, it is less secure as it can be easily lost, stolen, or duplicated. The buyer should therefore take necessary security precautions. Note that sellers have no incentive to duplicate tickets on our platform, as they are only paid after the event, provided no claims are made.

In contrast, a Mobile ticket, often referred to as a "Mobile Ticket," is a digital ticket transferable only via the organizer's official app. This type of ticket is more secure as it is not transferable by other means, and its QR code typically activates via Bluetooth at the venue entrance on the day of the event. It is commonly used for major events such as the FIFA World Cup, the Olympic Games, and UEFA competitions.

Answer : TICKETS-EXCHANGE is not liable for any loss or damage to paper tickets. Our team ensures that tickets are valid and free from any signs of damage before shipping. We take a picture as proof when placing tickets in the envelope, and these pictures can be provided upon request by TICKETS-EXCHANGE.

Answer : A copy of your PDF tickets will be available on request only.

Answer : We always require sellers to provide official proof of purchase. Our Fraud Prevention Service meticulously checks all listings. Remember, buyers are covered by our FANS guarantee in any situation. In case of emergencies, our staff is on standby at major events to ensure fans enter the stadium smoothly..

Answer : Reach out to us anytime via email or phone. We guarantee a response within 6 hours. In emergencies, please call for quicker assistance rather than emailing.

Answer : To sell tickets on our platform, you must submit an original proof of purchase issued by the seller or the primary organizer, typically an invoice. We only accept invoices from recognized organizations or companies. Listings from tickets purchased through travel agencies cannot be accepted. The proof of purchase must be in your name and clearly visible on the document. If the names do not match, additional justifications will be requested.

Once the sale is confirmed on our platform, the seller is protected as long as they fulfill their obligations, which consist of delivering the tickets as described in the listing. On our platform, purchases are made only by credit card, authenticated by 3D Secure. The money is then held in escrow until the seller has fulfilled their obligations."

Answer : Payments are processed within five business days after the event date. Sellers with Trusted Seller status may receive a partial payment before the event. To facilitate this, ensure that the bank account or PayPal account matches the account holder's name, including the last name, providing a secure and efficient transaction process.

Answer : To achieve Trusted Seller status, successfully complete over 50 transactions without any justified claims. Demonstrating transparent ticket sales where buyers have reported no issues is key. Upon reaching this milestone, our team will thoroughly review your account, potentially granting you the esteemed Trusted Seller status.

Answer : Failure by the seller to meet the obligation of delivering tickets within the specified timeframe will result in the cancellation of the sale. Our platform will promptly replace the seller with another, and the non-compliant seller will face penalties equivalent to the replacement and substitution fees. This amount will be debited from the seller's bank account using the bank imprint or deducted from the total generated revenue.

In case of event cancellation, regardless of the reason, buyers on our platform are fully refunded, including commissions. The seller must then request a refund for their order from the organizer. Public health crises, security risks (such as terrorist attacks, etc.), and major weather events linked to climate change have made the reasons for cancellation numerous today. For these reasons, we consider the transaction complete only after the event has passed. This is why payment is made five days after the event.

Answer :Tickets are generally issued by the clubs around 15 days before the match. This timeline may vary from one club to another. The estimated delivery date is indicated under your order. You will receive an email notification when your tickets are available in your client account.

Note: the ticket release date is determined by each club, independently of our platform.

Answer : Tickets for PSG matches are usually available 15 days before kick-off. The tickets are issued as nominative PDF files and will be available in your account under "My orders". We invite you to download all your tickets as soon as they are available.

Answer : All listings containing two or more tickets have seats next to each other, meaning at the same row and with consecutive seat numbers. So, you will be able to enjoy the match together.

Answer : Our platform declines all responsibility regarding the match schedule. It is up to each buyer to follow the development of kick-off dates and times on the official website of the Club or League concerned. In case of the match's cancellation, your ticket will be refunded.