Help & Support

Answers to common questions, and a direct line to us when you need it.

Where are my tickets?

Your tickets are emailed to you as soon as your booking is confirmed, and are always available under My Bookings (each ticket has its own QR code). Not in your inbox? Check spam, then open the booking and tap "Send tickets to my email" to resend.

How do refunds work?

If an organiser cancels an event, you are refunded automatically in full to your original payment method - card refunds typically appear within 5 to 10 working days. For change of mind on paid bookings, refunds are at the organiser's discretion. Full details are in our Refund Policy.

Can I cancel my booking?

Unpaid (pending) reservations can be cancelled free of charge from My Bookings - your tickets are released immediately. For paid bookings, see the refund question above or contact us with your booking reference.

What does "Pay at Door" mean?

Some events let you reserve online and pay cash (or card) at the venue. Your reservation holds your tickets - just show your QR code at the door and pay there. Events showing "Cash or Card" let you choose between paying online now or at the door.

My promo code is not working

Check the code is entered exactly as given (codes are not case-sensitive but must match). Codes can expire, reach their usage limit, or apply to one specific event only. If it still fails, contact the event organiser or send us a message below.

The event I booked was cancelled - what happens now?

You will receive an email confirming the cancellation. Paid bookings are refunded automatically - there is nothing you need to do. Your tickets for that event are no longer valid.

My QR code will not scan at the door

Turn your screen brightness up and remove any screen filter. Each QR code admits one person, once - if it was already scanned, door staff will see when. If the code will not load at all, door staff can look your booking up by name or reference.

How many tickets can I buy?

Up to 8 tickets per order. Need more for a group? Place multiple orders or ask the organiser about group bookings.

I did not receive my sign-in code

Codes are emailed and expire after 10 minutes, with a limit of 3 requests per 10 minutes. Check spam, wait a minute, and try again. Still stuck? Message us below.

How we handle complaints

If you are unhappy with a booking, an event, or anything else about SHOWFLIX, tell us using the contact form below or by emailing support@showflix.co.uk. We aim to give you a first response within 2 working days. We log every complaint and give you a reference, so we can both see when it was raised.

If our first response does not resolve things, ask us to escalate your complaint. Escalated complaints are reviewed by our Customer Support Manager. We aim to resolve escalated complaints within 10 working days of escalation. If we cannot resolve it in that time, we will explain why and give you an updated date by which we expect to respond.

If a complaint is still unresolved 8 weeks after you first raised it, we will send you a final response explaining our position and any further options available to you.

We are not willing to use an alternative dispute resolution (ADR) provider to resolve consumer complaints. See our Terms of Service for more detail.

Still need help?

Send us a message and we'll reply within 2 working days. You can also email support@showflix.co.uk directly - include your booking reference if it's about a booking.

See also our Terms of Service and Refund Policy.