What is an event organizer?
The event organizer is the person or company that creates and runs the event you purchased tickets for. They are not Tixr.
Tixr provides the ticketing platform where you buy tickets, but the organizer makes all decisions about the event itself. Think of it this way: Tixr is like the checkout system at a store, but the organizer is the store owner who sets prices, policies, and rules.
What the event organizer controls
What the event organizer controls
The event organizer has complete authority over:
Your order and tickets
Refunds and exchanges
Ticket transfers or name changes
Upgrades and downgrades
Adding or removing tickets from your order
Pricing and fees
Ticket prices
VIP packages and add-ons
Service fees and delivery fees
Payment plans
Event policies
Refund policy and deadlines
Transfer restrictions
Age requirements
Resale rules
Event details
Date, time, and venue
Doors open time and set times
Event cancellations or postponements
Lineup or schedule changes
Entry requirements
Dress code
Prohibited items
ID or vaccination requirements
Bag policies
On-site experience
Parking and transportation
ADA accessibility services
Will call pickup location
VIP or meet and greet logistics
Important: Tixr Support cannot override any of these decisions or policies. Only the event organizer can approve changes to your order or make exceptions to their policies.
What Tixr controls
What Tixr controls
Tixr handles the technical platform and order processing:
Processing your payment
Sending order confirmation emails
Delivering digital tickets to your account
Technical issues with the website or app
Account login problems
Ticket display or barcode issues
If your question is about how the Tixr platform works or you're having technical trouble accessing your tickets, contact Tixr Support.
When to contact the event organizer
Contact the event organizer (not Tixr) if you need help with:
Requesting a refund or exchange - "Can I get my money back?"
Changing your ticket - "Can I transfer my ticket to someone else?"
Event information - "What time do doors open?" or "Is there parking?"
Pricing questions - "Why was I charged this fee?" or "What's included in VIP?"
Policy clarification - "What's your refund policy?" or "Can I resell my ticket?"
Entry requirements - "What can I bring?" or "Do I need an ID?"
Event changes - "Has the event been rescheduled?" or "Who's performing?"
When to contact Tixr Support
Contact Tixr Support (not the organizer) if you need help with:
Technical issues - "I can't see my tickets in the app"
Account problems - "I can't log into my account"
Order confirmation - "I never received my confirmation email"
Payment issues - "My card was charged twice"
Platform questions - "How do I add my ticket to Apple Wallet?"
How to find the organizer's contact information
On the event page:
Go to your event page on Tixr
Scroll to the bottom of the page
Look for the Contact or Organizer section
Use the email address or contact link provided
Through the organizer's website or social media:
If no contact information appears on the event page, search online for "[event name] contact" or "[organizer name] contact." Check:
The organizer's official website (look for Contact or Support pages)
Instagram, Facebook, or X (Twitter) accounts
Direct message options on social media
Frequently Asked Questions
Why can't Tixr just help me with my refund request?
Refund policies are set entirely by the event organizer, not Tixr. Tixr processes payments but cannot issue refunds without the organizer's authorization. The organizer controls the money from ticket sales and decides whether refunds are available.
The organizer told me to contact Tixr. What should I do?
If your issue requires the organizer's approval (like refunds, ticket changes, or policy exceptions), ask the organizer to clarify in writing what they've authorized. Tixr Support can help with technical platform issues but cannot override organizer policies.
Can Tixr contact the organizer on my behalf?
No. Tixr cannot contact organizers for individual customer requests or intervene in organizer policies. You need to reach the organizer directly using their contact information.
What if the organizer never responds to me?
Check your spam folder first. If you don't hear back after 2-3 business days, try contacting them through different channels (email, social media, website contact form). If you've made multiple attempts without response and need help locating additional contact information, reply to your Tixr order confirmation email.
Who decides the fees on my order?
The event organizer sets all fees, including service fees and delivery fees. Tixr displays these fees during checkout, but the organizer determines the amounts. Contact the organizer for questions about why specific fees were charged.
Can the organizer see my Tixr account information?
The organizer can see your order details (name, email, tickets purchased) but cannot access your Tixr account password or other orders you've placed for different events.
What if I can't find any contact information for the organizer?
Search for the event name or organizer name online to find their website or social media profiles. If you cannot locate any contact information, reply to your Tixr order confirmation email and include details about your question.
If the event is cancelled, who refunds me - Tixr or the organizer?
The organizer issues refunds, even for cancelled events. The organizer controls the refund policy and timeline. Tixr will communicate any cancellation information provided by the organizer, but the organizer processes the actual refund.