Guide To

How To Guide

Ticketmaster’s Guide to Preparing for an Onsale

Tickets to your favourite event about to go on sale? Here is everything you need to do and should know before logging on for the onsale.

Tickets to your favourite event are about to go on sale and you’re wondering if there anything you can do to give yourself the best chance of getting tickets? Get prepared for the basics of every onsale with our top ticket tips – good luck!

Log into your Ticketmaster account ahead of time and update your password if needed!

The best place to start is by getting the basics in order. To purchase tickets to any event via, you will need to set up a MyTicketmaster account. You can do that here.

If you already have an account, you should get in early and ensure all your MyTicketmaster account details are up to date – from your password to your card details and your phone number.

Ticketmaster will regularly ask you to update your password to ensure the security of your account – you don’t want to get stuck having to change your password while the ticket timer is counting down during onsale as you can risk losing the incredible tickets you have secured.

Instead, now that you know you want to purchase tickets, log into your account and update your password today to ensure you are ready to nab those tickets.

Get to know Mobile Tickets

All tickets purchased to Ed Sheeran’s 2023 Australian tour via Ticketmaster are digital, meaning you can easily access your tickets on your phone via the Ticketmaster app or the web browser on your mobile phone, 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.

Download the Ticketmaster App here.

Top tip: To make entry on event day as quick as possible, we recommend adding your tickets to your phone’s wallet before arriving at the venue!

Get to know Ticketmaster’s Smart Queue

If you aren’t familiar with Smart Queue, it is Ticketmaster’s way of creating a clear and fair process for thousands of fans to buy tickets in a short space of time. Fans enter the virtual Waiting Room prior to onsale time before joining the Smart Queue – which acts as a ‘virtual line’, helping us protect you and your tickets in a more effective way.

The time you join the Waiting Room does not determine your place in the Smart Queue, so we recommend joining at least 10 minutes prior to the event going on sale.

When the sale begins, the Smart Queue will open and everyone in the Waiting Room is given a place in line. Those who did not join the Waiting Room will be placed at the end of the line.

  • Sign in to your Ticketmaster account at least 10 minutes before joining the Waiting Room. This will speed up your purchase later.
  • Confirm you have a valid form of payment in your account with current email and billing information. This will make checkout a breeze.
  • Resist the urge to refresh. Your page will automatically refresh when you enter the Smart Queue.
  • Keep an eye on the time! When it’s your turn, your spot will be held for 10 minutes to begin shopping.
  • Just like before, tickets are always based on availability, demand, and are not guaranteed.

How do I purchase Accessible Seating?

Most venues on sale in Australia via Ticketmaster have Accessible Seating tickets for wheelchair and companion card holders (where applicable) available to purchase online. All you have to do it navigate to “All Ticket Types”, and select the Accessible Tickets Type that is most relevant to you.

If you have accessible booking requirements, including wheelchair and/or companion card requirements and tickets aren’t available online – you also have a few options:

  • Call our dedicated Accessibility Ticketing Line on 1300 446 925 to talk to a Customer Service Representative about your accessible booking and/or tickets. Current service hours are Monday – Sunday 9am – 5pm AEDT. This phone number is reserved for patrons with accessibility requirements and companion cardholders and the staff will not be able to help you with any other type of request.
  • Fill out our request form ahead of time here. When using the online request form please be sure to select “Accessible bookings” from the ‘Select a topic’ drop-down menu and fill in all the fields with as much information as you have on hand.

Find more information about Accessible Bookings via Ticketmaster here.

What is a ticket limit?

Many events will have a ticket purchase limit in place. This means that each person can only purchase up to a certain number of tickets to any event. This restriction is in place in order to give as many people as possible a fair chance to buy tickets.

If you are purchasing for a group, please ensure you are aware of the ticket purchase limit before entering the onsale. If your group exceeds the ticket purchase limit a different person, with a different Ticketmaster account, and a different card will need to try and purchase any extra tickets.

Please note: Any and all transactions that are detected as bot purchases, patrons creating duplicate accounts in order to purchase more than the ticket limit, or any action that indicates a suspicious purchase in excess of the ticket limit may be cancelled.

Why can’t I access my tickets right away?

Many events have a ticket delivery delay in place, meaning in your Ticketmaster account/app you will see a placeholder confirmation with the text “this is not your ticket” displayed on it.

Events may use a ticket delay for many reasons, including to help avoid ticket scalping and ensure tickets remain in the hands of loyal fans.

Once the tickets have been purchased, you will receive a confirmation email as proof of purchase. This is NOT your ticket or ticket(s). The ticket purchaser will receive information closer to the event date about when your tickets will be available to access.

Hints and tips for improving your chances of getting tickets

Make sure you have a My Ticketmaster account

Get the basics covered before tickets go on sale by logging in and checking your Ticketmaster account ahead of time. If you don’t have a Ticketmaster Account then make sure you sign up in advance –

Sign into your My Ticketmaster account ahead of time

Remember to triple check your passwords, account information, and billing information are all filled in correctly in advance, that way you’re not facing any last-minute account updates when trying to process your order.

Keep your options open with ‘Best Available’

Save time by searching “Best Available,” which scans all sections fast – it’s quicker than searching sections one at a time.

Keep an eye on the clock

There will be a time limit applied to all transactions as they’re progressed through the ticket purchasing stages. Remember to keep an eye on the timer on your screen and move through the processing pages as quickly as possible (this is even easier when you’ve completed the account set-up stage we mentioned above).

Don’t refresh your screen

Stick to one window while you’re in the Waiting Room and when you’re being pushed through the Smart Queue and always resist the urge to refresh.

Hitting the refresh button means you’ll lose your place in the queue and, as frustrating as it can get, patience is the only way to win this game. Ticketmaster is equipped with sophisticated systems that are designed to manage and process ticket purchases as quickly as possible. The queuing system that appears on your screen will place you at the front of the line as soon as possible.

Remember: there are a lot of fans

We’re expecting this to be a very popular event. When a popular event goes on sale there are hundreds, and sometimes thousands, of customers all attempting to purchase tickets at the same time. Tickets are sold as long as seats are available, and when an act is popular, sometimes they go very quickly.

Be sure to follow the above tips to ensure you have the best chance of snapping up some tickets.

Find more handy Ticketmaster How To Guides here.