Help Center

Welcome to the West Live Help Center. This is where you'll find answers to the most common questions about buying tickets, receiving your e-tickets, and getting into a show. Browse the categories below, and if you still need a hand, our team is here for you.

Buying & paying

Everything about choosing, paying for, and completing your order.

  • How to buy — Choose your event, select the number and type of tickets, and complete checkout. Tickets are issued only after your payment is confirmed.
  • Ways to pay — We accept the payment methods shown at checkout. Payments are handled by our payment-processing partners; West Live does not store your full card details.
  • If a payment fails — If a payment can't be completed, no ticket is issued and any temporarily held amount is released back to you under your bank's rules.
  • Buy only from official channels — Valid West Live tickets are sold exclusively on westliveticket.com and through our other officially listed channels. Tickets bought from resellers or third parties may be invalid or duplicated, and we cannot guarantee entry with them.

Your e-tickets

How to receive your tickets and what to do if they're missing.

  • Where your tickets arrive — After a successful payment, your tickets are sent to the email address you entered at checkout and are available from your order confirmation page.
  • Don't see your tickets? — Check your spam or promotions folder, and make sure your email address was entered correctly. If they're still missing, contact us with your order number.
  • Ticket format — You can print your ticket or show it from your phone. What matters is that the QR code is clearly visible to scan at the door.
  • Keep your ticket safe — Don't post photos of your ticket or QR code publicly. Each ticket can be scanned only once; whoever uses it first will be admitted.

Refunds & exchanges

When a refund is possible and how to request one.

  • The basic rule — Once an order is confirmed, the purchase is considered final. Whether a refund is possible depends on the specific event and its terms.
  • Cancelled or rescheduled events — If an event is cancelled or rescheduled, we communicate refund or exchange information to ticket holders directly (see the section below).
  • Refund timing — Approved refunds are typically processed within 14 days of approval. Refunds are returned via the original payment method.
  • Service fees — Service or processing fees may be non-refundable where permitted by law.

Event changes & cancellations

What happens if an event's details change.

  • Schedule and timing — Doors, start times, and set times are listed on each event page and may be updated closer to the date.
  • Postponements and cancellations — If an event is rescheduled or cancelled, we notify ticket holders at the email used for the purchase and publish the update on the event page.
  • When an event moves — Valid tickets normally remain valid for the new date, with no separate action needed. If an event is cancelled outright, the refund rules above apply.
  • Lineup changes — Lineups may change for reasons outside our control; we update the event page as soon as we know.

Entry & age rules

Everything you need to get into a show.

  • Your ticket at the door — Have your ticket ready to scan (printed or on your phone). Each ticket admits the number of people stated on it.
  • Age limits — Many West Live club nights carry an age restriction — 18 (18+). The age policy for each event is shown on its event page.
  • ID at entry — Photo ID may be required at the door to confirm your age and the name on the ticket. Please bring valid identification.
  • Right of admission — West Live and the venue reserve the right to refuse entry — for example, in cases of intoxication, prohibited items, capacity limits, or behaviour that affects the safety or enjoyment of other guests.
  • Arrive in good time — Entry may be subject to security checks, and late arrival could mean missing part of the show.

On-the-night help

If something goes wrong on the day of the event.

  • Trouble scanning your ticket — Speak to the staff at the entrance; with your order number and ID, we can usually sort it out quickly.
  • Didn't receive your ticket in time — Check your spam folder, then contact us as soon as possible with your order number and the email used for the purchase.
  • Urgent help on the day — If you need urgent assistance before or during an event, call to be confirmed.
  • Lost property and safety — For lost belongings, please ask the venue staff. In any emergency, always follow the directions of security and event staff.

Still have a question? We're here to help

Please check the categories above first — most questions about orders, payments, ticket delivery, and entry are answered there. If you still need help:

  • For ticket and order questions, email [email protected] and include your order number so we can assist you faster.
  • For partnerships, venues, and bookings, get in touch at [email protected].
  • For more on how we handle data and the rules that apply, see our Privacy Policy, Terms & Conditions, and Cookie Policy.