FAQ

I forgot my user name and password. What should I do?

If you forgot your password, you can receive new one. Just click on "Login" and choose option "Forgotten password", then fill your e-mail address, which was used in registration.
If you don't know your e-mail address, which you have used, please contact us via help@ticketportal.cz.

An event is described as "Sold out" - what does it mean?

There are no available free tickets at this moment, but it may change. Promoter can change number of free tickets for an event also some unpaid bookings will be returned in sale. Its recommended to watch our website.

I want book or buy tickets on Ticketportal, but in the basket there are no active buttons like "Bookings" or "Pay" and there is message „Possibility of booking was stopped“. Is it still possible buy tickets?

You don't have probably activated your account. After registration is necessary to click on activate link, which you have received to your e-mail used for registration. It is necessary to login again to Ticketportal to complete activation process. And then you can normally buy tickets. In case that you didn't receive activate e-mail, please check your Spam folder or you can ask again for receiving activate e-mail. Click on Login -> Send again activate mail.
In case that you see only inactive button "Bookings" - that's mean that is no longer possible make one. It is possible to make online payment only or buy ticket directly at ticketportal selling outlets.

I'm logged on portal, but I can't make reservation with bigger amount of tickets. What now?

Reservation on internet is limited for each user with maximum amount of tickets for each event. In case that you need more tickets, please contact us via rezervace@ticketportal.cz a specify your request.

I want buy tickets for invoice. My employer will repay me tickets from FKSP. How can I proceed?

In this matter contact us via rezervace@ticketportal.cz and to the message fill your request with your invoice data. Please don't forget your ID and VAT ID, if you have one.

I make reservation (buying) of tickets for event. Where can I pick up my tickets?

You can pick up tickets on any of our selling outlets. The list of them you can find at our portal in link "Selling points". Picking tickets for events in O2 Arena is possible use only one of selling outlets marked with logo O2.

Can I buy tickets for events, which take place on Slovakia country?

Absolutely yes, because our network is connected, you can buy or pick up your tickets in Czech Republic in most of our selling outlets, which list of you can find on our portal via section "Selling Points". Selling outlets, which don't sell this type of tickets, have stated in their description, that they sell only tickets for Czech events.
Similar procedure is with Polish, Hungary and Burgaria network of Ticketportal.

I want discount for event, but I can't set it on internet, what now?

We try release information about discounts for events on our website. Discounts, which needs verifications / O2 extra benefit / can be used directly in processing of online payment, or you can use them on our selling outlets. We recommend you to tell seller, that you want discount - if is available.

Booking holds until 1.7.2017 23:59:59. It's possible on 1.7 pick up booked tickets?

Validation of booking will be ended at midnight from 1.7.2017 to 2.7.2017, or the promoter of event decide otherwise. That's mean, you can pick up your booking 1.7 on our selling outlets or pay it online. The link for additional online payment you can find in detail of booking in your account (My account / My reservation).

I want pay by voucher, which I get from my employer. It's possible?

Off course. We accept many types of vouchers. Usage of any of them is different. We refer, that is not possible with voucher pay any of event which take place in O2 arena and Home Credit Arena in Pilsen. Sodexo vouchers you can only applied in our central office (Politických vězňů 15, Prague 1) or on cash desk of Hybernia theatre, Prague 1. Its applied not only for paper vouchers, but and for Sodexo card too. EDENRED and UNIŠEK vouchers are accepted by some of our selling outlets, which list you can find on our portal.

I want pay for tickets by benefits (Benefity Plus, Benefity a.s., Gallery Beta). It's possible and how?

Yes, you can pay for tickets by benefits, conditions for every type above are different.
Benefity Plus – you can pay for tickets by "Benefity Plus" on events, which take place in Czech republic - even O2 arena. You can pay personally on our central office (Politických vězňů 15, Prague 1) or make online order via web site of www.benefit-plus.cz/
When you pay at our central office we use your card number and code number delivered by SMS. If you don't have enough credit on your benefit card, it's possible pay the rest in cash.
If you have account in our portal, you can make reservation of your tickets and after you visit web page of Benefity Plus and make new authorization, where you enter our reservation number. To the comment field you can write which form of tickets you want. It's possible choose personal pickup on our central office, delivery by postage (in that case write to the comment field your deliver address and plus 60 CZK for postage fee). If is possible, you can choose electronic ticket as Hometicket.
If it's not possible make reservation or you are not registered at our portal, please fill reservation field with number 00 and to the comment field please enter exactly specification of event, performance, date and place of event, number of seats you desire. If the seats will be available at the moment when we make process your order, we will add them to your order. Or we choose seats near seats you want.
System Benefity Plus after complete your order will send you auto confirmation of your order, which will be delivered to our bussiness department too. Then you will be contacted about finishing your order.
Benefity a.s. – you can pay for tickets by Benefity a.s. on events, which take place in Czech republic - even O2 arena. You can pay personally on our central office (Politických vězňů 15, Prague 1).
When you pay at our central office we use your card number and PIN code. If you don't have enough credit on your benefit card, it's possible pay the rest in cash.
Gallery Beta – you can pay for tickets by Gallery Beta on events, which take place in Czech republic, but not tickets to the events in O2 arena. You can pay personally on our central office (Politických vězňů 15, Prague 1) or make online order via web site of http://www.gallerybeta.cz.
When you pay at our central office we use your card number and PIN code. If you dont't have enough credit on your Gallery card, it's possible pay the rest in cash.
If you want pay online for tickets, please make reservation first. Login to Gallery Beta webpage, where if you are our registered user make new authorization and enter your reservation number. To the comment field please enter information which type of tickets you desire. It's possible choose personal pickup on our central office, delivery by postage (in that case write to the comment field your deliver address and plus 40 CZK for postage fee). If is possible, you can choose electronic ticket as Hometicket.
If it's not possible make reservation or you are not registered at our portal, please fill reservation field with number 00 and to the comment field please enter exactly specification of event, performance, date and place of event, number of seats you desire. If the seats will be available at moment processing your order, we will add them to your order. Or we choose seats near seats you want.
System Gallery Beta after complete your order will send you auto confirmation of your order, which will be delivered to our business department too. Then you will be contacted about finishing your order.

I cannot handle payment via internet. May I send money by bank transfer, and to the field "Variable number" enter my reservation number?

No way. Any payment realized by money transfer is necessary create invoice/payment order. In that case, please contact us via rezervace@ticketportal.cz with your request and add some invoice data. Then we can create payment order, after receiving you can make money transfer with variable number.

I pay tickets online, but I can't find them in my account. What now?

Process of payment wasn't completed correctly. Please, can you contact us via help@ticketportal.cz or on online chat, which you can find in right corner on our website. We check your payment a then we'll contact you.

I buy tickets on your portal, but for now I can't find them in my history. I have registration in SK site too. How can I find my tickets?

In that case, please check, if you log in under same account as you buy tickets. If you have registration under different e-mail address at our portal in CZ or SK, just log in on portal, where you was logged, when you buy tickets.

I want pick up tickets, but I don't have verification code. What should I do?

You can change verification code after you log in to your account at our portal. In detail of order "My account / My Orders" use option "Verification code change". After you enter your code, you can pick up your tickets on selling outlets. Vendor will demand this verification code and variable number of payment.
For picking up tickets is not enough only variable number, you need both.
In case, that you are already on some of our selling outlets and you don't know your verification code or is seems as invalid, please ask our vendor to contact us via Hotline. This service is only for our vendors from 9AM to 9PM.

Where can I find and print Hometicket?

Your Hometickets you can find after log in to your account in our portal and then "My account" -> "My orders". Before printing Hometicket we recommend check procedure and settings of printing here - https://www.ticketportal.cz/HomeTicket

I pay tickets via internet and I choose delivery by postage. But I wasn't ask for entering delivery address. Tickets will be then delivered to address applied from registration?

Yes, tickets will be dispatched to address, which you entered when you make registration. In case, that you don't use possibility of "Full registration" and you choose when you buy tickets delivery by postage, you will be forced to enter some of personal data and post address, where ticket will be delivered. We dispatch tickets next day after payment, or soon as possible.

I have payed tickets a long time ago and I choose delivery by postage. But still I don't have them. Where is problem?

Delivery by postage is standard procedure for tickets ordered and payed online or for buying tickets for invoice. Generally are dispatched in day after we receive payment to our bank account. In case, that you still don't have your tickets, please contact as via rezervace@ticketportal.cz or help@ticketportal.cz. We can trace your shipment via Czech Post and found out where is eventually problem.

I need Vat invoice for tickets. Can you to issue for me?

In that case you need not only tickets, which are simple tax invoice itself (name of promoter and VAT is included on printed tickets), please contact us via rezervace@ticketportal.cz or by phone +420 723 085 485. If you need this VAT invoice, please contact us as soon as possible after you buy tickets. VAT invoice can't be delivered electronically. You can pick up it on our central office in Politických vězňů 15, Prague 1.

I buy tickets for event on your portal, but I can't to participate (personal issue). When can I return my tickets?

You can return tickets only, if performance was cancelled or date of event was changed.
If you have insurance and you can't participate of event, you must contact insurance company. Detailed information of situation, when you can demand process of insurance event you can find on website of http://www.ervpojistovna.cz.
Appointment oriented to protect consumer according to legislation and this condition are not applicable for customers, which agreed to be contractual relationship with promoter and/or IRSnet CZ, s.r.o. Of nature of service implemented and by law (§ 1837 char. j) civil code can't customer terminate contract. More information at Trading condition.

I buy tickets, but I can't find them or they was stolen from me. How I can proceed to participate of event?

If you buy your tickets from "second hand" and not from our portal, we can't bound to this request. Please contact subject, where you buy your tickets.
In case, that you buy tickets through reservation (with your account on our portal), it's necessary contact us via reklamace@ticketportal.cz and indicate at least your reservation number, so we can identify your seats. In case of stoled tickets, we need copy of theft protocol from Police ČR.
Then we will inform promoter of event about your situation, which will make statement about. In case, that he will allow make duplicate of tickets, you can pick them up in out central office at Politických vězňů 15, Prague 1. If the promoter denied your requests, so we too.

I buy tickets for event and at the place of event I recognize, that is cancelled. No one try to contact me about cancelling, why?

In case of cancel or change of event, we inform our clients immediately, when promoter make contact with us. We proceed information to our customers immediately. If you want in future be informed, please fill your true e-mail contact in your account on our portal, or your phone number.
Information about changes or cancels of events for our customers even for non-registered (where we can't have e-mail contact) are published on our website in section "Event alteration". Promoter of event take full responsibility for information about cancel or some changes about place of event. We don't take responsibility about organisation or progress of event. Every claims of this type is necessary solve with promoter in place of event.

Where I can return tickets, if the event is cancelled or date of event was changed?

Generally in case of cancelling event, tickets are refunded at place, where you buy them. Buying tickets means, where you pay for them. In case paying reserved tickets or direct buying on selling outlet, please visit that selling outlet if there's no other instruction. In case online payment via our portal, refund take part the same way as we received payment - automatically refunded transaction to account. That is done only by our central office.
In case of change date of event, refund take place same way. Your request must be handle by instruction, which you receive after contact us at reklamace@ticketportal.cz.
Selling outlets are independent law subjects, which are with our company IRSnet CZ, s.r.o. in contractual relationship as commission partner and their founder isn't IRSnet CZ, s.r.o.

I have different problem with my order or other request. How can I contact you?

If you want only make reservation or extend, edit or cancel, you can use our phone number +420 723 085 485.
In case of interest about bulk reservation, tickets ordering for invoice or additionally create - contact us via rezervace@ticketportal.cz
Do you have issue with payment or picking them, or you need some advice how to proceed - contact us via help@ticketportal.cz.
Do you need information about cancelling of events or make complaint - contact us via reklamace@ticketportal.cz.