We are currently experiencing higher-than-normal volume. Please expect increased wait times.
If you have an issue or inquiry that is not time-sensitive, we ask that you send us an email in order to leave the phone lines open for those with urgent needs. We are working diligently on our email 24/7 and will reply as soon as we can.
For general inquiries, you can reach us at email@example.com.
For refund requests, please send an email to firstname.lastname@example.org.
Phone support is available from 13:00 - 05:00 Coordinated Universal Time (UTC), every day.
Changes to Our Service Levels (3/27/20)
- To adjust to the realities of the COVID-19 pandemic, we will be temporarily reducing our phone support services from 24/7 to 16/7. Our front-line staff will be available by phone from 6:00am-10:00pm PDT (9:00am-1:00am EDT / 1:00pm-5:00am GMT). During this time, we will continue to monitor our support email 24/7.
- Our Client Success Program will be operating at minimal levels for the duration of the global COVID-related event restrictions. If you are an organizer enrolled in our Client Success program, you may have received an email about this earlier in the week. For those who have not yet received an update, the Client Success team will be contacting you within the next few days with more information on its anticipated service levels and best ways to reach them.
- We will continue to ship physical tickets for individual orders, but it may take up to 72 hours for processing. In addition to this, we will continue to offer our various “no-touch” ticket delivery methods.
- We will continue to print and ship bulk ticket orders, but it may take up to 72 hours for processing. We have taken extensive steps to ensure that our fulfillment facilities, processes, and physical ticket stock are sanitized and safe, and are following the practices recommended by the CDC (US) and NHS (UK) for operating during the current pandemic.
Regarding the Impact of the Coronavirus on Events
As the coronavirus continues to affect our communities, we want to remind you that Brown Paper Tickets is here to support events, event organizers, and attendees.
We’ve all been hearing about the cancellations of huge festivals like SXSW and Coachella, but less obvious is the effect of the virus on smaller, community organizations, for whom every event matters. We know how much work goes into these events, and we know that what's happening now could have long-lasting implications for many of our customers.
We encourage you to lean on us during this difficult and confusing time—after all, that’s what we’re here for. We have procedures in place to guide you through the unexpected, a robust help center, and live human support via phone and email. Due to increased volume, it may take us slightly longer than usual to get back to you, but we promise that we will.
For Event Organizers
If your event is affected by the coronavirus, we're here to help. We've been seeing a number of postponements and event changes, and have made some temporary adjustments to our policies to help make your lives easier. Please don't hesitate to contact us for assistance with rescheduling your event and reaching out to your attendees.
We also have a help article specifically for event changes due to the coronavirus.
For Event Attendees
If an event you purchased tickets for is canceled, you will receive a notification via email. Due to the rapidly changing situation, please be sure to keep an eye out for updates.
Refunds for canceled events through the Brown Paper Tickets credit card processor will be honored in full.