Refund policies are determined by Event Organisers on an event-by-event basis and may be subject to their limitations. For more information, see our Purchase Policy.
Based on the circumstances of your event, select one of the options below for further instructions:
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You'll receive an email from Ticketmaster notifying you. Refunds are automatically processed to the original method of payment used at time of purchase. It should appear in your account within 3-5 business days, depending on your bank's processing time.
If we're unable to refund you to the payment method used for purchase, we may need to refund you through Hyperwallet. If this is the case, we'll reach out to you with next steps. For more information read the Hyperwallet Refund section.
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If the Event Organiser postpones or reschedules the event, we’ll inform you of the new status and explain your options. In some instances, the Event Organiser may give you the option to request a refund. If that's the case, we'll notify you. If you're unable to locate an email, contact Fan Support.
Ticketmaster must refund payment to the account holder and the payment method used at the time of purchase.
Why can't my refund be paid to my original payment method?
We’ll always attempt to refund you using your payment method used at purchase first. If our attempt to refund you using your payment method used at purchase is unsuccessful we'll notify you.
Based on why your refund was unsuccessfully paid, follow the relevant steps below:
| Your card has a new expiry date. | Please contact Fan Support and provide your new expiry date. |
| The card used to make the purchase has been locked through online banking. | If you're able to, unlock the card and contact Fan Support. |
| The card used to make the purchase has been cancelled or the number has changed. | We'll reach out to you to process your refund through Hyperwallet. |
| You purchased your tickets at a Box Office or Outlet. | If you purchased using Cash or EFTPOS you can return to your point of purchase for your refund. Alternatively, we can process your refund through Hyperwallet. |
Hyperwallet Refund
If you’ve been approved for a refund we’ll always attempt to refund you using your payment method used at purchase first. If we’re unable to do so, we’ll need to refund you through Hyperwallet.
If we’re unable to refund you to the payment method used at purchase, you should receive an email from Ticketmaster notifying you.
You’ll receive a second email from Hyperwallet which will contain information about obtaining your refund. This email will be from do.not.reply@hyperwallet.com.
What is Hyperwallet?
Hyperwallet is a third-party payment provider we use when we’re unable to process your refund to the payment method used at purchase. When completing your refund, your information will be processed in accordance with Hyperwallet’s Privacy Policy.
Hyperwallet account verification
Before we can process your refund, you'll need to verify your account with Hyperwallet. To complete the verification process, follow these steps:
- Locate and open the email from Hyperwallet. The email will be from do.not.reply@hyperwallet.com.
- Click Activate. You’ll be redirected to the Hyperwallet Pay Portal.
- Choose your preferred method to verify your account and add your details. Based on your choice, you'll receive an SMS or email containing an Activation Code.
- Enter the Activation Code and click Continue.
- Your Account Profile will appear. Enter the required details, then click Continue. You’ll be redirected to the payments page.
- Click +Add Transfer Method, then select your country or region and currency. If you choose a currency for your refund that wasn't the currency used for purchase, Hyperwallet will apply the current exchange rate at the time of the refund. Exchange rate fees may apply.
- Select your preferred payment method and click Continue.
- Enter your payment method and click Submit. A message will appear on your screen confirming that your account has been verified.
- If your preferred payment method is PayPal, you'll need to verify the email address and payment method associated with your PayPal account before adding it. Visit the PayPal website for information about verifying your PayPal account or email address.
Once your account has been verified and a payment method has been added to your account, you should receive payment within 3-5 business days. You can check the status of your payment in the Recent Payouts section of your Hyperwallet account.
If you haven’t received payment after this, contact Fan Support.
What if I receive a suspicious email claiming to be from Ticketmaster or Hyperwallet?
Don’t provide any information, click links, open attachments, or reply to emails from suspicious or unknown senders. Ticketmaster or Hyperwallet will never ask you to provide your account password over email, purchase any third-party gift card, or to enter your credit card details via a link.
If you find an email claiming to be Ticketmaster or Hyperwallet that isn't from one of our registered email addresses, it may be a scam and it’s best to delete the email.
Everything you need to know about your Hyperwallet account
Explore the options below for more information.
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The email from Hyperwallet will be sent to the email address associated with your Ticketmaster Account. Try searching for do.not.reply@hyperwallet.com in your inbox.
If you’re unable to locate the verification email from Hyperwallet, contact Fan Support.
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You have 365 days to complete the verification process and receive payment from when the email is sent. If you’re unable to locate the verification email from Hyperwallet, contact Fan Support.
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Yes, anytime after you’ve verified your account you can add or change your payment method in your account for future refunds. To add a payment method, sign into the Hyperwallet Pay Portal and click the +Add Transfer Method button.