How Universe Support is Able to Assist Buyers

Universe is happy to be your ticketing partner for your event, and will do our best to provide quality support your buyers and attendees.  Our in-house support team is available from 9am-9pm EST, and you are able to submit a support request HERE. While we provide an online platform to facilitate and purchase tickets, please note that we leave all planning, managing, or promoting of the event up to the Event Organizer. Universe is not an event organizer or promoter, and all event policies are set by the event hosts and related parties. 

Read more on how you can create a Refund Policy for your event, enable/disable Ticket Transfers, Ticket Editing, or Allow Buyers to (Self-Serve) Change the Date/Time of their Order. 

Note: If an Event is cancelled, re-scheduled or amended in any way, this must be dealt with by the Event Organizer and communicated clearly to buyers. Read more on how to Cancel or Reschedule an event. 

How our support team is able to help your buyers:

How the Universe Support team can help your buyers:

• Resending tickets
• Updating buyer emails/information (in case of user error) 
• Platform specific information (how to checkout, how to access tickets, etc) 
• Platform specific troubleshooting
• Advise buyers how to contact the host of the event

How the Universe Support team cannot help your buyers:

• Refund orders without direct communication from the host
• Change the date/time of an order
• Provide event specific information 
• Provide access keys or discount codes

Please note: Universe will refund any duplicate charges, in the rare event of a platform error.

Note: Please reach out to your dedicated Universe representative to inquire about contracted Fan Support. If you'd like to learn more about partnering with us and obtaining a rep, please contact our Sales team through this form.