Guide To

How To Guide

Ticketmaster’s Guide To Covid Safety at Live Events

We know you are just as excited as we are to get back to live events. Your safety remains our number one priority, and while we get used to this new normal we need to work together to ensure every event is as safe as possible.

Your health, safety, and wellbeing at live events remains our number one priority, so we’re working hard behind the scenes – coordinating with local authorities, while actively supporting the artists, teams, festivals, and venues you love – to ensure your event day experience is as easy, safe, and enjoyable as possible.

We have put together this handy guide taking you through all the ways we are working to keep you safe – from ticket purchasing through to event day. 

Please note, each venue might also have their own specific guidelines for event day, so be sure to follow them.

Buying your tickets

ticketmaster mobile tickets

Mobile Tickets

All tickets purchased through Ticketmaster*** are now digital, meaning you can easily access your tickets on your phone via the Ticketmaster app or mobile web browser via Ticketmaster.com.au, add them straight to your phone’s ticket wallet, and share them with your friends and family.

No PDFs, no printing, and no paper mean that you’ve always got your ticket with you.

Please note: some events may have a “Ticket delay” in place, and you may not be able to access your ticket immediately after purchase. You will receive a confirmation email from Ticketmaster, and then another email when you are able to access your tickets.

***All tickets are digital except Collector Tickets and where specified for certain events

You may be asked to enter the full name and contact number of every attendee at checkout

In line with State Government COVID Safety and Contact Tracing regulations, when purchasing tickets through Ticketmaster you may need to enter the full name and contact number for every additional attendee/ticketholder in your group before purchasing tickets.

After selecting your tickets and delivery method, ticket purchasers will be instructed to enter the full name and mobile phone number of every attendee in their group. You will not be able to move forward from the ‘payment’ screen without entering all attendee contact details in.

**Please note: Ticket purchasers do not need to enter their own contact details during the purchase process

ticketmaster-contact-tracing-afl-1

What if someone in my group doesn’t have a mobile phone?

If someone in your group doesn’t have their own mobile phone, ensure you enter their full name alongside the account holder/ticket purchaser’s phone number. You will not be able to proceed through the checkout if a full name and number aren’t supplied for every ticket.

What if there are children in my group?

If there is a child in your group who doesn’t have their own mobile phone, ensure you enter the child’s full name alongside the phone number belonging to the parent/guardian they will be attending the game with.

If I enter my friends’ phone number in, will they be sent their ticket?

You will still need to follow the Ticket Forwarding instructions to ensure each attendee has their own ticket on their own phone before attending the game. Contact Tracing does not replace Ticket Forwarding, and all tickets will still be in the purchaser’s account after checkout.

What if my group changes because someone can’t attend the game?

If your group changes before game day, ensure you forward their ticket to the new attendee’s phone – entering their full name and contact details to comply with Contact Tracing requirements.

Read and acknowledge COVID-19 event day terms and conditions

Depending on the current Government guidelines in the state that your event will be held in, there may be additional event day health and safety conditions you will need to agree with – these may include providing proof of vaccination, check in on arrival, etc.

Before proceeding to the ticket purchase page, you will need to acknowledge that you have read and agree with any applicable guidelines for yourself as well as any patrons aged 12 years and over in your group.

You will not be able to move forward in the purchase process without acknowledging that you have read and agree to the any listed healthy and safety terms.

Before your event

Before you head to the venue on event day, make sure all adults have their own ticket on their own phone – that way we can ensure social distancing and reduce queues at the entry gate.

Share tickets with everyone in your group

Ticket Forwarding is free and allows you to quickly and securely share individual digital tickets with your family or friends via the Ticketmaster App or Ticketmaster.com.au.

How to share tickets in the Ticketmaster App

How it works


1. Open the Ticketmaster App, sign in to your account, and click ‘My Events’ in the drop-down menu

2.Select the event, open the order, and tap ‘Forward’

3.Select the ticket/s you want to forward, enter your friend’s name, email address, and a message for them, tap ‘Confirm’

4.Your friend receives an email, asking them to accept the forwarded tickets, and they can either login or create a new Ticketmaster account to accept.

5.The tickets are now ready to go in your friend’s Ticketmaster account and marked as ‘Forwarded’ in your account.

More information on Ticket Forward

Ticket Forwarding ensures fast, safe, and socially distanced entry for everyone in your group, it is vital that every adult in your group has their own ticket before arriving at the venue on event day.

**Please note, the original ticket purchase does not need to forward a ticket to themselves, the sender and receiver emails must be different.

Read through the event reminder emails sent from Ticketmaster

Seven days before your event and on event day, the ticket purchaser will receive an Event Reminder Email from Ticketmaster outlining the State Government and venue specific entry requirements and COVID-Safe messaging. 

Please read through these emails carefully as they will prepare you for anything new well in advance. If you have purchased tickets for other people, we also advise forwarding this email to them so they can also prepare.

Check the venue’s safety guidelines

As well as being across your state’s COVID-Safe guidelines, be sure to check the venue’s website before event day to make sure you and your group are familiar with all the venue’s COVID-Safe practices. As well as being listed in your Ticketmaster Event Reminder email, you can also find any relevant information listed on the venue’s website.

Keep an eye out for an SMS from Ticketmaster

Ensure your contact details in your Ticketmaster account are always up to date, because on event day you will receive a handy SMS** from Ticketmaster.

The SMS will contain links to all the pages you need to ensure your venue entry is as seamless and quick as possible.

Avoid queuing around the venue’s QR code and instead use the link in the Ticketmaster SMS to take you directly to the venue’s COVID check-in page so you can check-in as you approach the venue and have your Proof of Vaccination ready to show venue staff by the time you reach the front of the venue.

Once you’ve show staff your Proof of Vaccination screen, the other links in the SMS can also take you to the Ticketmaster App or Ticketmaster website so you can easily access your tickets. 

**Please note: The SMS will come from “Ticket Info” – this is the official Ticketmaster SMS account.

What do I need to prepare before event day?

There are a few steps you can take before event day to ensure the entry process is as easy as possible.

  • 1. Ensure your Ticketmaster account is up to date with your latest contact information, including email and phone number.
  • 2. Check to make sure you have received and read your event reminder email seven days before event day – take note of any venue entry requirements listed.
  • 3. Before you head to the venue, ensure:
  • —You have your State’s check-in app downloaded and logged in on your phone
  • —You have Ticketmaster’s app downloaded and logged in on your phone OR you are logged in to your Ticketmaster account via a mobile web browser
  • —Your phone is charged with enough power, and your brightness is turned up all the way

At your event

Each State Government has their own COVID guidelines in place, and additionally each venue may have their own COVID-Safe plan – so be sure to follow any information listed in your Ticketmaster Event Reminder emails.

Here are some safety measures to keep in mind while arriving at, and enjoying, your event:

entry time

Check in to the venue via your Ticketmaster SMS as you approach the venue

Instead of having to crowd around the front of the venue waiting for other fans to scan the QR check-in code using their phone camera, as you approach the venue, all you have to do is open the Ticketmaster SMS, and select the first link to immediately check in. That way, by the time you get to the front of the venue, you already have your proof of vaccination ready to show venue staff.

Fan Pods

Have your ticket ready to go

Before getting in line, ensure you and your group all have your own Ticketmaster account logged in on your mobile device and that your mobile ticket is open on the screen. This will ensure faster entry time and less queuing outside the venue.

COVID-Safe Plan

COVID-Safe Plan

Take note of any direction from onsite staff or signage around the venue relating to the venue’s specific COVID-Safe plan. For the safety of your group and your fellow patrons, please follow these directions.

Respect your fellow fans

Respect your fellow fans

• If you are sick or feeling unwell, please stay at home

• When waiting in lines or moving around the venue, please keep a reasonable distance from other fans.

• Ensure you have installed your State Government’s COVIDSafe App on your mobile device prior to entry, so you can check in

• Don’t forget to cover your mouth if you cough or sneeze.

• Wash and sanitise your hands regularly.

• Put your rubbish in the closest bin to assist cleaning operations

Most of all, have fun!

Frequently Asked Questions:

Do we need to be vaccinated to attend the show I have tickets for?

Each State Government has put event entry requirements in place to keep community members safe as we continue to return to live events.

If you are unsure of the entry requirement in your state, please carefully read through the “Important Event Information” email you will receive from Ticketmaster seven days before your event and again on event day – this email will detail everything you need to know.

Ticketmaster does not have the power to set policies around safety or entry requirements, which would include vaccines and/or testing protocols. This is at the discretion of current State Government guidelines at the time of your event. Ticketmaster continues to work with event organisers on all Covid safety measures.

When will I find out if my show needs proof of vaccination?

You will receive an Event Reminder Email – subject line: “Important Event Information” – from Ticketmaster seven days before your event and again on event day.

This email will include everything you need to know regarding venue entry on event day – including proof of vaccination requirements. Please read this email carefully to ensure you understand the venue’s Conditions of Entry and State Government requirements.

If my show is next year, will we still need proof of vaccination by then?

Ticketmaster does not have the power to set policies around safety or entry requirements, which would include vaccines and/or testing protocols. This is at the discretion of current State Government guidelines at the time of your event. Ticketmaster continues to work with event organisers on all Covid safety measures.

Ticketmaster cannot guarantee if or when policies around event safety and venue entry requirements will change – to ensure you are up to date on current Government regulations please check your State Government’s website and keep an eye out for communications from Ticketmaster closer to event day.

How do I show my proof of vaccination?

The quickest and easiest way to show proof of vaccination or medical exemption is by adding your COVID-19 digital certificate to your State Government’s check-in app.

On event day, you will receive an SMS** from Ticketmaster.

The SMS will contain a link that takes you directly to your venue’s check-in page.

Check-in as you approach the venue and have your Proof of Vaccination ready to show venue staff by the time you reach the front of the venue.

**Please note: The SMS will come from “Ticket Info” – this is the official Ticketmaster SMS account.

What if I have recently been diagnosed with Covid, have Covid-like symptoms, am quarantining/self-isolating or think I might have been exposed to someone who has Covid?

Please check local health advice for your area and the area where the show is taking place. The latest national guidance is published here. Current guidance in most locations is that you should not attend an event if you are feeling unwell, or if you are required to quarantine or self-isolate due to Covid-19. Please check government requirements and the requirements of the relevant venue and/or Event Partner as they apply to you.

What is being done at venues to minimise the risk of spreading Covid-19?

Alongside State Government mandates, venues have been working to adopt new and enhanced Covid-Safe measures to help attendees stay safe. Please refer to the venue’s website for specific information.

Do I have to wear a mask at my event?

Ticketmaster does not have the power to set policies around safety or entry requirements, which would include vaccines and mask mandates. This is at the discretion of current State Government guidelines at the time of your event. Ticketmaster continues to work with event organisers on all Covid safety measures.

Ticketmaster cannot guarantee if or when policies around event safety and venue entry requirements will change – to ensure you are up to date on current Government regulations please check your State Government’s website and keep an eye out for communications from Ticketmaster closer to event day.

Find more handy Ticketmaster How To Guides here.