01Check the event details first
Refund rules and event-specific policies usually start on the event page or in your confirmation details. Review those instructions before you contact anyone so you know whether the organizer has already answered the question.
02Contact the organizer for event-specific questions
If the question is about timing, entry, venue details, event changes, or the organizer's refund policy, contact the organizer first when that information is available on the event page or ticket flow.
03Use support when the issue is platform-wide
Use /user/support or the general help center if the problem is account access, a missing receipt, a ticket that will not load, or another platform issue that the organizer cannot solve directly.
What to include
When you ask for help, include the event name, your order email, and a short description of what is wrong. That usually speeds up the response.