Frequently Asked Questions
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Where can I buy my tickets?
You can buy your tickets online at ticketera.com
If the event venue has a physical box office, as is the case of the José Miguel Agrelot Coliseum or the Coca Cola Music Hall, you can buy them physically at that point. In those instances, you must check the operating hours of the box office directly with the venue.
How do I buy my tickets?
Once you choose the event you wish to attend, you can make the selection of the available inventory* by these categories:
- General admission
- Choose a numbered seat
- By ticket value
*These options vary by venue and event.
For purchases of ticket shows at the José Miguel Agrelot Coliseum and the Coca Cola Music Hall you can search the seating chart to identify and choose your seats easier.
How do I get the tickets bought via the web page?
Once you buy your tickets, you will receive two (2) emails: one with the purchase confirmation and one with your tickets. At the entry point, you can show your electronic ticket from your cell phone or bring a printed version of the electronic ticket. Tickets purchased with our service ARE NOT available for pick up at the box office.
In the case of high demand events and events at either the José Miguel Agrelot Coliseum and the Coca Cola Music Hall, once you make the purchase you will only receive an email with the purchase confirmation. For security reasons, Tickets will be sent by email five (5) days before the date of the event.
ALWAYS verify your “junk mail”, the email may have been delivered there by your e-mail provider.
During high demand events, where can I buy my tickets and how?
You can buy your tickets through our website www.ticketera.com. You must be aware of any special instructions provided by Ticketera® via thru social media, or by the event producer.
In some cases, if the event venue has a physical box office, such as the José Miguel Agrelot Coliseum or the Coca Cola Music Hall, and the producer of the event determines to offer that purchase option, you can physically buy them at that point. In those cases, you must check the operating hours of the box office directly with the event venue.
At what time do tickets go on sale for events?
The promoter of each event sets the sales schedule. It will be communicated by the promoter in the promotion of the event and through our platform.
During high demand events, why can't I enter the sales room directly?
During high demand events, our platform is optimized to effectively channel all user traffic. In these cases, a virtual waiting room is established.
Before the on sale date
If you arrive before the time established for the beginning of the on-sale, you will find a countdown in the event page. It is not necessary to “refresh” the page, since you will be automatically placed in the virtual waiting room once the count reaches zero.
When the sale starts you will be assigned a random turn. The screen will provide you with an estimated waiting time. When your turn comes, you will automatically be placed in the buying room.
Inside the virtual room
In the virtual waiting room, you will also be notified on the same screen once all available inventory is sold out.
Once you pass from the virtual waiting room to the ticket sales area, you will have the opportunity to search for your preferred tickets by area and price. Once you select your tickets, you will have a time limit to complete the transaction and a maximum of tickets that you can purchase.
Remember that there are elements that are beyond our control. For example, we have no control over the maximum of available tickets as this is determined by the capacity of the venue and the promoter.
Which payment methods can I use to buy my tickets?
Internet: Credit card (Visa, MasterCard, American Express and Discover).
Box Office: Cash, Debit Card (only in Puerto Rico), Credit Card: Visa, MasterCard, American Express and Discover.
Call Center: Credit card (Visa, MasterCard, American Express and Discover).
Ticket Price and Service Charges
Who determines the price of the ticket?
Ticketera® does not set ticket prices. The event promoter is responsible for determining the prices for the event tickets.
Who determines the availability of tickets for an event?
The event promoter is responsible for determining the availability of their inventory.
Are all tickets subject to service charges?
Yes. Tickets purchased through Ticketera® are subject to service charges and other additional charges that are not necessarily optional. Service charges and additional charges may vary by event or venue. Only service charges are non-refundable, even if the event is canceled or postponed.
The purchase confirmation details all the charges of the order, as required by Puerto Rico law. Ticket prices, service charges and additional charges are subject to Sales and Use Tax (IVU, only in Puerto Rico).
Claims and Refunds
Can I change or cancel my tickets?
No. Every sale is final. No cancellations or changes are made to orders already processed.
What should I do if my event is canceled or postponed?
Event cancellations are regulated by the Services Office for Promoters of Public Events
of the Puerto Rico Department of Treasury (only in Puerto Rico). The date, time and place of the event are subject to change. Should any of the aforementioned changes happen, it will be the promoter's responsibility to reimburse the ticket price and the applicable tax on the ticket price. Refunds are made in the same payment method in which the order was processed. If an event is canceled or postponed, the event promoter has the responsibility of notifying the event changes and reimbursement instructions through any means of communication.
Service charges, additional charges and their tax are non-refundable.
Why are service charges not refundable?
Ticketera® operates as a ticket sales processing service provider and sales agent for the event promoter. The event promoter can make changes to the event, even cancel or postpone it. However, Ticketera® has already provided the ticket sales service before these changes and has incurred in operational costs to provide that service.
What do I do if my General Admission tickets are lost or stolen?
There are no reprints of general admission tickets at the entrance nor access to the event will be provided.
What do I do if my tickets are for Numbered Seats and they get lost or stolen?
The owner of the order must file a complaint with the Police, reporting lost or stolen tickets, whatever is applicable. Then, they must bring the complaint number and a valid photo ID at the box office for the replacement of tickets. It will be confirmed that no client has gained access to the event with the tickets reported in the complaint.
Valid Discounts in Puerto Rico
What is the law for the elderly?
A minimum of 5% of the total tickets for sale of each performance, available up to 72 hours before the event, will be reserved for people 65 years of age or older, at a discount of 50% of the regular ticket price. This discount only applies to the regular ticket price and not to service charges or other additional charges established by Ticketera®. To apply this discount, it is necessary to make the purchase in person presenting a current ID, with photo and date of birth, issued by the Commonwealth of Puerto Rico. This discount will only be valid for events held in a location that belongs or is operated by the Commonwealth of Puerto Rico.
This discount is subject to the conditions of applicable laws and regulations. Upon entry of the event, the discount ticket holder may be requested to present the valid identification (as described above) to gain admission to the event.
What is the law for persons with disabilities?
A discount of 50% of the regular ticket price will be applied to tickets for people with disabilities. This discount only applies to the regular ticket price and not to service charges or other additional charges established by Ticketera®. To apply this discount, it is necessary to make the purchase in person by presenting the card issued by the Puerto Rico Health Department that certifies the disability. This discount will only be valid for events held in a location that belongs or is operated by the Commonwealth of Puerto Rico.
Updated on October 19, 2021