To protect account security and prevent abuse, you may be asked to complete a security check. We do this as part of our efforts to help give real fans — not bots — a fair shot at getting tickets.
If you are asked to complete a security check, you'll need to provide the requested security information using Persona. Persona is an industry-leading identity verification platform trusted by major companies across financial services, e-commerce, and technology.
Ticketmaster runs security checks with Persona as part of our efforts to protect fans from bots or scalpers. When Ticketmaster prompts a security check, Persona quickly confirms the buyer is a real person. Persona uses encrypted, secure technology to confirm your identity. Persona is independently certified (SOC 2 Type 2, ISO 27001, and NIST 800-63 IAL2) and is GDPR and CCPA compliant. More information can be found on Persona's Privacy Policy.
For enhanced account security and to prevent abuse, we may temporarily restrict an account from purchasing new tickets based on suspicious activity, incomplete profile information or an unsuccessful security check. This won't restrict fans from signing into their Ticketmaster Account or managing existing tickets.
How do I get ready for a security check?
We recommend you complete the security check on a mobile device and that you stay on one device for the entire process. Using multiple devices or multiple browser tabs may cause your submission to not be accepted. Please be prepared to take a live photo of yourself and in some cases also upload an official photo ID to complete this check.
Acceptable photo IDs include, but are not limited to, a driver's license, state ID, or passport. Most government ID types are accepted. When an ID is required, Persona compares the photo on your ID to your selfie to confirm the ID belongs to you, and checks that the ID is genuine.
Have your photo ID ready and be located in a place where you can take a photo before you tap the Verify button.
How is my data used?
The information you submit through Persona is used solely to confirm you're a real person and that the identity you're presenting is genuinely yours. Persona does not sell or share your personal information, and does not use your data for any AI or model training. Persona does not use your data for any purpose unrelated to verifying your identity and helping protect account security and prevent abuse. Persona does not use your data for any purpose unrelated to verifying your identity and helping protect account security and prevent abuse.
How long do you hold on to my data?
For successful verifications, Persona stores biometric information for no more than 60 days. For unsuccessful verifications, it is stored by Persona for no more than 3 years to prevent fraud and abuse. All information is encrypted from the moment you share it until it's deleted. For more details on Persona’s technical encryption, see Persona’s Security and Privacy information.
If I’m under 18, do I need to complete the security check?
Fans under 18 who are prompted to complete the security check will need to get a parent or legal guardian to complete the check on their behalf.
What do I do if I receive a device camera permissions error for the security check?
To complete the security check, you’ll need to use a device with a camera. You can enable camera permissions by following these steps:
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- In the Settings app, go to Privacy & Security → Camera, and enable the browser you're using.
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- In Settings, go to Security & Privacy → Permission manager → Camera, and select your browser. Choose "Allow only while using the app" or "Ask every time.".
Why am I being asked to complete a security check?
You may receive an email to complete a security check if our systems detect suspicious behavior. To keep your account secure, we need to confirm you're a real person. We do this as part of our efforts to help give real fans — not bots — a fair shot at getting tickets.
How do I complete the security check?
If you receive an email from Ticketmaster requesting a security check, click the secure link to begin the process. The process will typically take less than two minutes.
What happens after I complete the security check?
In most cases, if you pass your security check, we will notify you immediately and your account access will be restored. In some cases, we may do a further review of your submission and will notify you of your account status within 5-7 days.
What if I don't complete the security check or my check fails?
If you don't complete the security check or your check fails, your account may remain restricted. Please see the email communication sent to you for details on security requirements to retain your tickets and full account access.
What if my link expired?
If you received the link to your security check through email and it has expired, your account has been permanently restricted from making new purchases.
Why am I being asked to complete a security check?
We may ask some fans to complete a security check to sign up for an artist presale to help give real fans — not bots — a fair shot at getting tickets.
How do I complete the security check?
If you are asked to complete the security check during the Artist Presale sign up, complete the check from that page. The prompt will appear after you tap Sign Up and most often only requires you to provide a quick selfie to help us confirm that each sign up belongs to a real individual.
What happens after I complete the security check?
You will receive an update on your submission immediately. If your information is confirmed, you can return to the Artist Presale page to complete your selections.
What if I don’t complete it or my security check fails?
If the security check isn’t completed for the Artist Presale or your security check is unsuccessful, you will not receive access to the Presale. You can shop the general sale.
If I complete the security check, will I get access to the Artist Presale?
If you pass the security check, you will be allowed to confirm your presale selections on the Artist Presale Sign Up page.
Will I have to go through the check again if I alter my selections?
No. You only need to successfully complete the security check once during the Artist Presale sign up window.
What if the security check doesn't load or times out?
If the check doesn’t load or time out, please try again after a few minutes.
Why am I being asked to complete a security check to remove my phone number?
If you request to remove your phone number from your account, we need to make sure it's really you requesting the change. A quick security check helps us confirm this.
How do I complete the security check?
When you receive the email from Ticketmaster requesting a security check, click the a secure link to begin the process. The process will typically take less than two minutes.
What happens after I complete the security check?
Your submission will be reviewed immediately and if you pass, the phone number on your account will be removed. You can add a new number to your account the next time you sign in.
What if I don't complete the security check or my check fails?
If you don't complete the check or it fails, the phone number on your account won't be removed. If you’re experiencing any issues verifying your phone number, please contact Fan Support.
Why am I being asked to complete a security check to join a queue?
We may ask some fans to complete a security check before joining the queue to ensure that real fans – not bots – have the best opportunity to purchase tickets.
How do I complete the security check?
If you’re prompted to complete the security check before joining the queue, you’ll need to use a device with a camera in a well-lit area to take a selfie.
What happens after I complete the security check?
You will receive an update on your submission immediately. If you pass, you’ll join the queue once it’s open.
Will the security check affect my place in the queue?
As long as you complete the check in the waiting room before the sale opens, it won't affect your place in the queue. Waiting rooms open 15–30 minutes before the sale, giving you plenty of time to complete the check. Selfie checks are quick and only take a few seconds.
What if I don't complete the security check or my check fails?
If you don’t complete the check or fail it, you won't be able to join the queue to purchase tickets for that sale.
What if the security check doesn't load or times out?
If the check doesn’t load or time out, please try again after a few moments.