• Charge by Phone 314-534-1111 or 800-293-5949

FAQS

How do I subscribe to My MetroTix?

Click on the email icon, or the email preferences link under My Account.

How do I unsubscribe from My MetroTix?

Each email we send has links for unsubscribing from our mailing list and for completely opting out of receiving email from us. Please note that if you opt out, we may be unable to notify you by email if a show is cancelled or postponed. You can also unsubscribe here.

Why is there no information on the show I’m looking for?

There are several possible reasons. First, the show may not have been announced yet. Shows are occasionally posted online—even on the artist's own website—before they have been confirmed, and we will have no information on the performance.  If the show is confirmed, information will be posted on our site as soon as it’s available. Second, be sure your search terms are spelled correctly.  When in doubt, just use a small part of the name. Finally, the show may be at a venue for which we do not sell. You might check with other ticketing services to see if they have a listing.

How are ticket prices and fees established?

Prices charged on MetroTix.com are determined by several factors:

Face Value of a Ticket: The face value of a ticket is determined by the promoter, venue, team or artist. MetroTix does not determine the face value of tickets.

Service Fee: This fee covers costs that allow MetroTix to offer our ticket purchasers a convenient and safe ticket-buying process while providing promoters, venues, teams and artists with the highest levels of accountability and tracking. In order to offset the cost of these services, certain service fees are applied to our transactions. These fees vary from event to event and are based on terms that have been agreed upon with the venues, promoters, teams or artists. In some cases, tickets may be purchased at the venue box office without additional service fees, however many individuals prefer to utilize our services in order to save time and to secure better seats in advance of an event.

Variations in Service Fees: Service fees may vary depending upon where you purchase the tickets. There is typically no service fee when you drive to a box office to purchase tickets, although some venues do not operate box offices on a daily basis for event purchases. A service fee is applied when you purchase from MetroTix.com and the MetroTix Contact Center. This fee may vary depending upon our agreements with venues, promoters, teams, or artists.

Facility and Parking Fees: When applicable, these fees are determined by the venue, and may be included in the Face Value, or added onto the face value.

Taxes: City, state, and local taxes are typically included in the face value of the ticket.

Delivery Fee: A variety of delivery options are available for most events. MetroTix does not typically charge additional fees for delivery; however when applicable these fees are determined by MetroTix in coordination with the venues, promoters, teams or artists. A portion of the Delivery Fee may represent a margin of revenue. When Applicable, delivery fees will be displayed during the purchase process at the point where you select the shipping method.

Are tickets cheaper at the box office?

In some cases, tickets may be purchased at the venue box office without additional service fees, however many individuals prefer to utilize our services in order to save time and to secure better seats in advance of an event. Not all venues have box offices and the hours for those that do will vary. In some cases, box offices are open only on the day of an event. Please keep in mind that tickets for some events are more expensive when purchased on the day of the event.

What about third party resellers, ticket brokers, scalpers and secondary market/resale websites?

MetroTix can only guarantee tickets purchased through our official points of sale. MetroTix does not guarantee the authenticity of tickets purchased from any third party reseller (such as brokers or individuals), and cannot reissue lost or stolen tickets that were procured by any unofficial source. If you feel you were misled by the company you purchased your tickets from, we encourage you to contact that company directly and/or to dispute the charge with your credit card company. Further, we recommend contacting both the State Attorney General and the Better Business Bureau to express your displeasure with the company that you purchased from and with ticket scalping in the state.

Missouri Attorney General: Chris Koster
Website
Follow the tab: Consumer Protection > Consumer Complaints
At that point you may complete an online survey, print a PDF form to mail or call 1-800-392-8222.

Illinois Attorney General: Lisa Madigan
Website
Follow the tab: Protecting Consumers to fill out a PDF of a Consumer Complaint Form to mail or email as an attachment or call 1-800-243-0618.

Better Business Bureau St. Louis, MO
Website
Follow the tab: File A Complaint
https://www.bbb.org/consumer-complaints/file-a-complaint/get-started
Contact by mail or phone
Better Business Bureau of Eastern Missouri & Southern Illinois
211 N. Broadway, Ste. 2060 
St. Louis, MO 63102 
Phone: 314-645-3300 
Office Hours: 8:30-5:00
Service Reps Available: 9:00-4:00
E-mail

I want to purchase tickets, but I don’t want to pay the service charge. Is that possible?

Sometimes—it depends on the venue. Tickets purchased at the box office of the venue often are free of service charges. You will have to physically go to the box office, however. If your event is at a venue that does not have a regular box office, you may only be able to avoid the service charge by buying tickets on the night of the show at the door, in which case you may be paying a higher “day of show” ticket price. You may also find upon arrival that the show is sold out. The best way to find out box office information for your specific event is to call our Contact Center at 314-534-1111 or 1-800-293-5949 and speak to a representative. They can determine for you that specific venue’s box office policies.

May I call the charge-by-phone number just to get show information?

Yes! A large percentage of calls to our Contact Center are for informational purposes only. Representatives are available daily from 9am-9pm at 314-534-1111 or 800-293-5949.

Why can’t I get through on the phone line?

MetroTix has a finite number of Ticket Service Representatives in our Contact Center. On ‘hot show days’ you may experience a delay as our Representatives are in such high demand. You also have access to purchase tickets online, and the website has access to the same tickets as those sold over the phone or through the outlets.

Do I get better tickets by buying online or by phone or should I line up at the box office?

All MetroTix points of sale have the same access to tickets. Thus, you are always going to receive the best ticket available at the time of your purchase, no matter whether you purchase it online, by phone or at the box office.

There are better seats available now than when I purchased my tickets. Why didn’t I get the best available seating?

This is a function of how online ticketing systems work…if you ordered online, you got the best seating that was available at the time of your purchase. When you enter the number of tickets you wish to purchase, the website will find the best available seats and will hold those tickets for you for a set period of time, to allow you to purchase them. If you do not complete your transaction, those seats will be returned to the pool of available tickets. It’s possible that someone was in the process of purchasing the better seats, but their transaction was not completed, so those tickets are once again available.

What forms of payment do you accept?

MetroTix charge-by-phone and MetroTix.com both accept Mastercard, Visa, Discover and American Express, as well as MetroTix-issued Gift Cards. Our venue box offices determine for themselves what forms of payment they will accept.

Is it safe to use my credit card online?

Yes. Your MetroTix transaction is processed over a secure connection to our server, and all information you provide to MetroTix.com is transmitted using TLS (Transport Layer Security) encryption. TLS is the next generation of SSL and a proven coding system that allows your web browser to automatically encrypt any data before sending it to us. This process ensures that all information provided during purchase remains secure and confidential. Information is stored in compliance with PCI standards and is never stored on an internet facing device. For more information, please see our security page.

Am I a New or Returning User?

One MetroTix login is sufficient for the majority of our venues and events, and once you have registered you will be a returning user thereafter.

Separate registration is required to purchase tickets for the Fox Theatre, for Gateway Motorsports Park, for Circus Flora, or for The Muny, and you will be asked to register as a New User the first time you make a purchase for any of these venues.

You may use the same email address once for each venue registration.

If you have forgotten your password, please choose your account at My MetroTix and then click the Forgot Password? link on the left. 
Mobile users: choose your account, click Sign In, and then click the Forgot Password? link.

How do I purchase wheelchair accessible seating online?

Wheelchair accessible seating may be purchased online for most reserved seating events.

For events offering a Pick-Your-Own seat map, click the seats marked with a wheelchair icon.

For events without a Pick-Your-Own seat map, look for the “Click here for Accessible Seating Options” link at the top of the ticket selection page.

Please check the event page on metrotix.com or contact MetroTix at 314-534-1111 or 800-293-5949 if you have additional accessibility questions regarding your event.

What is Obstructed View?

With an obstructed / restricted / limited view seat, your view may vary from being partly to completely obstructed depending on the venue and the act. 0 – 100% obstruction may occur.

Can I select specific seats when booking online?

Many of our Reserved Seating venues do offer “Pick Your Own” seating maps. Other Reserved Seat venues (and General Admission venues) select seats that are “Best Available” in your chosen price range or general seating location. Those wishing to be more selective can order by phone at 314-534-1111 or 800-293-5949.

The tickets that the computer is offering me don’t look like they’re together. Can’t I get seats that are together?

If you use the "Best Available" option, the computer will always select seats that are adjacent (side by side) in an event which has assigned seating—it is unable to select non-consecutive seats. Some of our venues, however, have sections that do not have consecutive numbering. In the Fox Theatre, for instance, the left half of the house is numbered with odd numbers and the right half with even numbers, making seats 102, 104 and 106 side by side. On the "Pick Your Seat" map, you can choose to click on seats that are side by side. So, no matter what seat numbers you may have, you can be sure that if you ordered them online, they are next to each other!

Why aren't the online maps for each event more detailed?

The maps provided online are intended as a general guide, as seating at a venue can differ from show to show.

Can I make multiple purchases in one transaction?

Using the full website on a desktop/laptop computer, yes, but since your tickets are only held for a set time from the time you select them, you should proceed with your transaction as quickly as possible. During high volume onsales, the shopping cart functionality may be temporarily suspended, and only one purchase at a time will be possible.

Some venues require a separate login, in which case a separate transaction is required to purchase from multiple venues.

When purchasing on a mobile device, your shopping cart will hold one item at a time, and multiple purchases can be made in multiple transactions.

Why do I only have a certain amount of time to complete my purchase?

Since the tickets you select online are reserved for you while you make your purchase and cannot be accessed by anyone else, we limit the time available for the completion of your ticket purchase. At the end of this time, if the tickets have not been purchased, they are returned to the general pool of available tickets so that others may have a chance to purchase them. Hot shows can sell out very quickly, and we reserve the right to reduce the time limit if demand is high. Through this website you have access to the same tickets as our Contact Center and outlets.

I’m getting a message that my transaction has not gone through and I should contact my credit card issuer. Why?

If your credit card is declined for any reason, we notify you to contact your credit card issuer. Your card issuer does not tell us the reason your card has been declined. Because tickets are not purchased until the credit card is charged and we are unable to hold tickets, you may lose your reservation if your credit card is rejected for any reason. Please double check to make sure your credit card information is correct before submitting your order.

Occasionally, an order may be declined after the initial request for funds is sent to the issuing bank. This type of decline typically occurs if the CVN is entered incorrectly. If you see a request for funds on your card statement, but your order did not process successfully, this request will drop off your statement typically within 1-7 business days. Please note that each attempt to purchase will generate a new request for funds.

If you are unsure if your order was placed successfully, please contact us.

If I order tickets online, how will I receive them? Can I have them FedEx’d?

There are three delivery options for online purchases, though not all three are available for all events:

  1. Mail – Tickets are usually printed on the day of the order, and are mailed the next mailing day. All tickets are mailed through the US Postal Service at the first class rate, and are often delivered within four days of ordering, though occasionally they can take up to ten business days to reach you. We regret that we are unable to mail tickets by any other means at this time.
     
  2. Will Call – Your tickets will be held for pickup at the venue on the day or night of the show. Tickets are generally available 30 to 60 minutes before showtime, and must be picked up by the person whose name appears on the credit card used in the purchase. The credit card used for the transaction and a photo ID will be required to pick up the tickets.
    Please note that for FOX THEATRE EVENTS ONLY, tickets are available for pickup at the Fox Box Office 24 hours after the purchase.
     
  3. Print Your Own – Our most convenient delivery option is available for some events. Your tickets are emailed to you in Adobe’s PDF format. You’ll need the free Adobe Acrobat reader to print the tickets (on standard, white, letter-sized paper).

Why do you state it takes 7 – 10 working days to mail tickets?

MetroTix handles thousands of ticket purchases daily. On days where several events go on sale at once, this puts an extra workload on our mailing department. Postal holidays can also cause delays in delivery. While you will normally receive your tickets within a few days of booking, we ask that you allow 7 – 10 working days for delivery.

I haven't received my tickets. Now what?

Mail delivery is sent via USPS First-Class mail, and most orders will arrive within about a week of your purchase. Please allow up to 10 business days. Some events may have delayed delivery - please check the event page for details. If the tickets don't arrive before your performance date, let us know.

Print-Your-Own tickets will arrive within about 30 minutes of your purchase from [email protected]. If you don't receive them, check your spam/junk folder in case the message was misdirected. Be sure your email is set to allow PDF attachments. Still not there? Let us know

I’ve lost my tickets / My tickets were stolen / I left my tickets on the radiator and they turned black! What can I do?

Please contact us and a representative can assist you, provided you purchased through MetroTix. In most cases, tickets can be reprinted and issued to you again depending on the policies of the venue. If your tickets were not purchased through MetroTix, our Ticket Services Representatives can offer guidance and suggestions to replace your tickets. Keep in mind that tickets are heat-sensitive and long exposure to heat can damage them. Please don’t iron them!

I haven't received my confirmation email. Now what?

Be sure to check your spam/junk folder in case the message was misdirected. Still not there? Let us know and we will send another one. 

What if the event that I purchased tickets to is postponed, moved or cancelled?

Occasionally, events are cancelled by the promoter, team, artist or venue. Should this occur, and if you purchased your ticket(s) from MetroTix, you may receive a face-value refund for that event.
Postponements and venue changes are not typically cause for refunds. In the event of a postponement or venue change, the promoter, team, artist or venue will determine the event-specific policy. The decision of whether or not to allow refunds is made by the venue or promoter. MetroTix assumes no responsibility for making any such decision, and will have no responsibility to issue refunds. However, if a refund is issued, then it will be MetroTix that will process refunds for those tickets sold through our Internet site and Contact Center.
Refunds are issued to the credit card used for the original purchase. A refund will typically appear to your credit card statement within 3-10 business days of issue. 

What browser do I need to use to order tickets online?

We optimize our site for the most recent versions of Internet Explorer, Safari, Firefox and Google Chrome. Using unsupported browsers or older browser versions, or disabling browser features, such as Javascript, cookies and SSL, may reduce site functionality or performance. 

Additionally, some site features may have reduced functionality on some mobile devices due to low connection or device restrictions. 

Does my web browser need to support cookies?

Yes. My MetroTix uses cookies to personalize the site to your specifications and to power our shopping cart technology. Our cookies simply hold information on your preferences and purchases and cannot harm your computer.

I keep clicking the buttons, but nothing happens. Why not?

That’s hard to say. We first recommend refreshing the page. If you are still experiencing this issue, simply closing everything down and restarting the computer will typically take care of the problem.

You haven’t answered my question yet.

If we haven’t answered your question, please contact us and we will respond to you personally.

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