Why have I not received a ticket?
You have not received an order confirmation by e-mail, neither do you see your order in the order overview?
Then please check whether the amount has been debited from your payment provider's account.
If you have been charged, please contact our support team by email at support@eventfrog.net with the following details:
When paying via PayPal / Google Pay / Apple Pay:
- the means of payment
- the exact amount
- the exact time of the payment
- Transaction number or code
- the email address of the PayPal / Google Pay / Apple Pay account account from which the payment was made
When paying by credit card:
- Which credit card (VISA / Mastercard)
- the exact amount
- the exact time of the payment
- the first six and last four digits of your card number (123456******4321)
- Alternatively: the specified reference number
If no transaction is displayed for your chosen payment method, try placing the order again. Please note the possible sources of failure:
Common sources of error
- Incorrect details
Please check that you have entered all details (credit card number, expiry date, CVV code, etc.) correctly.
- Waited too long?
If it took longer than 15 minutes between clicking on «Checkout» and completing the payment, the payment could not be completed correctly.
- Missing 3D-Secure code
For security reasons, the 3D Secure procedure is used for credit card payments (Mastercard, Visa). This must be set up correctly for credit card payments to work.
Further information on the 3D-Secure procedure >
- Interruption of the Internet connection
If the Internet connection is interrupted or the network is unstable, the payment process may be interrupted.
- Maintenance work / service updates
We carry out regular service updates to improve the stability of the platform and add further functions. There may be interruptions during these updates.
