• How do I know if my order went through?
After placing a successful order, you should receive a confirmation number and/or confirmation email. You can also log in to your account and check "User Menu > Order > Order History".
• How can I print my tickets?
When you complete the purchase, assuming that you have selected e-tickets as delivery method:
- You'll see the tickets on the confirmation page and can print them right away
- In your confirmation email, there is a link to the "Print Tickets"
- You can log in to your account and print tickets from "User Menu > Tickets > Print Tickets".
• I checked out as a guest and didn't create an account. Can I still login to manage, print or refund my tickets?
Yes, click on the sign in button, enter the email you used for the purchase and you can claim your account by confirming your email address.
• My credit card show a charge but I never received my tickets?
Credit card dashboards often show Authorizations as charges and that confuses buyers. Authorization is not a charge and will go away automatically in a few days. A failed authorization means that the transaction was failed for some reason. If you tried purchasing, but never received a confirmation number or confirmation email but you see a charge, that is most likely a failed authorization and not a charge.
Before trying to purchase again, check "User menu > Tickets > My Tickets" to make sure your purchase did not go through. If your order has not gone through, you should try purchasing again. Your purchase is only successful when you see the confirmation page.
• Why does my credit card show more than one charge for a single purchase? Am I double-charged?
1- Check "User menu > Tickets > My Tickets" to make sure your purchase went through only once. If you've made more than one purchase, you may want to return the duplicates.
2- If you've submitted your transaction with a wrong billing address, the AVS (address verification system, used by credit card processors to prevent fraud) will reject your payment but put a temporary hold on the amount, also known as "authorization". The authorization is not a charge and will drop off your statement in a few days. Check your statement again in a few days to confirm that the amount is gone.
• Do I need to print my e-tickets, or can I just show on my phone?
Most events accept mobile tickets, but some don't. Unless clearly instructed otherwise in the event information or the delivery method choices, you should try to print your tickets.
• Can I change my ticket delivery method?
Contact us right away, and we may be able to change your delivery method.
• Can I change my seat or performance if I got the wrong tickets?
If the exchange policy of the event allows exchanges or upgrades, you can use "User Menu > Tickets > Exchange Tickets" to exchange, upgrade or change the date of your tickets.
If the return policy of the event allows returns, you can use "User Menu > Tickets > Return Tickets" to return your tickets for store credit and purchase a new set of tickets. Your store credit will be applied on the checkout page.your purchase went through only once. If you've made more than one purchase, you may want to return the duplicates.
Otherwise, you can contact us. We may be able to exchange the tickets for you.
• What if I didn't receive a confirmation email or invoice?
First, check your spam folder. If the email isn't there, you've probably entered an invalid email address or are using a system that blocks our emails.
To view, print, or receive the confirmation and email as an invoice, use the "User menu > Orders > Order History" and click on the icon for the invoice.
• How do I sign in if I forgot my password?
If you've entered the correct email address, you can simply reset your password. Click on the Sign In button, click Forgot Password, and wait a few minutes. You'll receive the password recovery code in your email, and you can then change your password.
• I cannot sign in and I haven't gotten any emails (welcome email, order confirmation, password recovery) from you. What should I do?
You've probably signed up with a wrong email address or made a typo in your email address. Try to sign up again with the correct email address.
• I purchased Refund Protection. How can I file a claim?
Refund protection is offered through XCover, an independent, 3rd party company. All claims and refunds should be processed directly and solely through XCover. We are not in any way involved or responsible in the refund protection process.
Should you need to file a claim, create an account on https://www.xcover.com/en/login with the same email address that you used to purchase the tickets and file your claim online. If you have any questions or concerns, contact XCover.com directly as XCover, and not the website you purchased tickets from, is solely in charge of the claims and refund protection.
All the information that you need to file a claim with XCover is included in your sales confirmation email and you can access them again from the 'Order History' menu.
PRIVACY POLICY
We, at tickets.thestudiorockford.com and The Studio, LLC ( Collectively referred to as “The Studio, LLC” or “We” or “Us”), have great respect for your privacy and intend to protect your personal information. We honor the privacy of our users and highly protect information users provide for the purpose of using our services. The Privacy Policy followed by The Studio, LLC site applies to all users of The Studio, LLC and any and all information provided to us. By using The Studio, LLC website you or other users accept our terms and practice as described in the following lines. If you need further assistance or have any question in this regard, please contact us at Privacy@tickets.thestudiorockford.com.
INFORMATION THAT THE STUDIO, LLC MAY COLLECT
The collection, use and preservation of personal information by The Studio will only happen for making The Studio a better, faster, or more convenient for you. The disclosure of personal information will never occur without your explicit consent.
OTHER INFORMATION AND METHODS THAT MAY BE USED TO COLLECT INFORMATION WHEN YOU VISIT THE STUDIO, LLC WEBSITE
- The Studio, LLC sever logs automatically collect certain information such as the date and time of your visit , the type and language of your browser and your IP address, in order to help The Studio, LLC to track movements of you and other users of The Studio, LLC sites for the purpose of understanding their needs.
- In order to facilitate your access to The Studio, LLC website and to personalize your online usage of our site, we may assign your computer one or two cookies.
- In order to improve and customize our services and promotional methods, we may use standard ordinary internet tools which could collect information and track your use of The Studio, LLC website.
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CHILDREN’S ONLINE PRIVACY ACT
The Studio, LLC observes the Children’s Online Privacy Act (COPA) and does not intentionally or knowingly collect information from children under the age of 13.
If such information be ever collected by The Studio, LLC, it will be in compliance with COPA.
ADVERTISEMENTS OF OTHER COMPANIES ON THE STUDIO, LLC WEB SITE
- Other networks or companies may be allowed to advertise on The Studio, LLC
websites. However, The Studio, LLC will not provide any personal information to these advertisers or companies.
- It is important to note that if you decide to use or interact with any third
party advertiser/s on our websites, you must be cautious and aware that these advertisers may use their own tracking tools and methods ( e.g. cookies etc.) to collect information, including information about you and the computer you used to view or interaction with them.
- Please note that there is an organization called the “Network Advertising Initiative (NAI)” to which, some of our advertisers and companies are a member . This network provides consumers with the option and ability to opt-out of being targeted by all members of NAI. You may visit their website at: www.networkadvertising.org and exercise your right to opt-out and stop being targeted for further advertisements.
- Please exercise your out-most caution when using our website to communicate with other third-party especially, when you provide information about yourself or another person . In doing so, please bear in mind that The Studio, LLC does not have the ability to control who may read your postings or what they may do with the information you provide. We reiterate the necessity to use care and caution in posting your personal information.
INFORMATION MAY BE USED FOR FOLLOWING PURPOSES;
The information you provide may be used for the following purposed:
- To provide you and other users with the requested services or products,
- To facilitate the use of our services and products,
- To process your orders, manage and keep track of your The Studio, LLC account,
- To prevent illegal transactions on The Studio, LLC website and identify fraudulent use or users of our products and services,
- To better understand your priorities and customize promotional contents and advertisements, accordingly,
- To research and evaluate the quality of our services/ products to enhance our services,
- To apply and enforce The Studio, LLC terms and conditions of use,
INFORMATION MAY BE SHARED WITH FOLLOWING PARTIES;
We, at The Studio, LLC do not share personal information with others, unless we inform our users in advance and if, on limited occasions (as described below) we share such information our users would have the right to opt out.
We may share personal information with:
- Organizers and producers of the events who are involved in the production or sponsoring the event, including but not limited to the venues, promoters, talents, performers and their representatives/ agents,
- Credit card companies and their partners for process of payments as well as other providers of services to The Studio, LLC,
- Our business partners who may offer you their products and services,
- Other legal agencies, in order to protect our users and prevent fraudulent transactions and misuse of our website.
Non-personal information may be combined and shared with advertisers and others.
YOU HAVE THE RIGHT TO DECIDE
You have the right to decide :
- To decline receiving promotional messages, up-dates, emails and news from The Studio, LLC by sending us an email,
- To refuse or delete cookies and change your settings, even though our website may not be able to provide you with all features of our website,
- To refuse providing personal information. This might be resulted in non-availability of certain features or services of The Studio, LLC to you.
PPROTECTIVE MEASURES WE TAKE
In order to protect personal information of our users against unauthorized intervention, access, or misuse, The Studio, LLC takes necessary protective and security measures.
UPDATE OF PRIVCY POLICY
The Studio, LLC may change or updates its’ applicable Privacy Policy according to the potential changes in our practice or services.
PRIVACY RIGHTS IN CALIFORNIA
As the resident of California, you have the right to request information from us concerning the way we share certain types of personal information with others for the purpose of mail advertising. California law gives you the right to send us a request at a designated address to receive the following information;
1- The types and categories of information we disclosed to third parties for their mail marketing during the previous year.
2- The names and addresses of the third parties that received that information; and
3- If the nature of the third party’s business cannot be determined from their name, examples of the products or services marketed,
HOW TO CONTACT US
If you have any question or concern about this Privacy Policy or other matters pertinent to our services or practices, please contact us by email at Privacy@tickets.thestudiorockford.com
