Articles in this section

Your complete guide to Tickets & Events

Emma Willcox
  • Updated
Follow

Booking tickets

Booking tickets to an event couldn’t be easier, just follow these simple steps:

  1. Head to theo2.co.uk and click on the event you’d like to go to.
  2. Click Buy tickets
  3. Choose Get tickets on the ticket type (Tickets, Premium seating, American Express etc)
  4. Pick your preferred area on the arena map
  5. Click the dots to choose which seats and how many you’d like
  6. Click checkout and follow the steps to payment. 

For group tickets: email supportuk@axs.com with the event you’d like to go to, and how many tickets you’d like to buy.

Confirmation: Once you’ve bought your tickets, confirmation emails are usually sent straight away – but may take a little longer for popular shows (up to 4 hours). If it’s been over 4 hours, check your junk or spam folders, and if they’re not there, speak to your ticket provider.

Get ahead of the crowd by signing up to our newsletter. Some events are very popular and sell out within a few minutes.

Ticket Providers

AXS is our official ticketing partner. Other ticket agents may be used by the event organiser or promoter, but if you’re not sure an agent is authentic, check before buying.

We encourage you to buy tickets from AXS, but these agents are also authorised to sell tickets:

Types of ticket

  • GA: or General admission are standing tickets, typically on the main floor, with open views throughout the space.
  • O2 / Priority pre-sale: These are offered to O2 customers up to 48 hours before the main release. They’re sold first come, first served. While O2 Priority offers early access, it may not always include the best seats. If you prefer different options, you can still buy tickets during the general sale.
  • Venue pre-sale: Subscribers to the O2 newsletter are emailed a link to buy pre-sale tickets online only.
  • Best available: – these are thought to be the best tickets at that time of booking and are sold first come first served. For standing floor concerts, the standing tickets are thought to be best available.

Booking fees

Booking fees are added to all ticket prices, and cover a range of costs, including merchant fees, maintaining the guest services team, venue facility fees and more. The face value of every ticket goes directly to the artist/promoter of the event.

Ticket Upgrades

If there’s availability, you can upgrade your ticket. Simply head to the app to do this. You have up to 48hours before the event to do this.

 

How to get your ticket

If you’ve bought your ticket, but you don’t know how to access it, we’ve got you covered.

Download The O2 app, and you’ll receive a unique barcode on the app. Check out this short video to find out how:

*Note - Tickets must be viewed directly on the app – AXS mobile has an anti-tout mechanism that makes sure tickets can’t be copied – as part of this, the bar code changes in the app every 59 seconds.

If you can’t see your tickets on the app

Don’t worry! Tickets are usually uploaded closer to the event. If the show is less than a few days away, try these steps:

  1. Check your email address. Make sure you’re using the same email you bought the tickets with.
  2. Try deleting and re-installing the app – and double check you have the latest version
  3. Contact your ticket provider to check the tickets have been uploaded and there were no spelling mistakes in the email.

If you’ve tried these steps and still can’t see your tickets; or you don’t have a smartphone, please bring Photo ID (matching the name of the booking) and your order confirmation email to The O2 Box office for help after 3pm on the event day.

Collecting Tickets

If you can’t get your tickets online, they can be collected or printed on the day of the event at The O2 Box office. You need to have the credit card used to buy the tickets, and a valid photo ID. Letters of authorisation won’t be accepted, and tickets must be collected by the person that bought them.

For other ticket sellers, we will do our best to make sure you have your ticket before door opening, but timing is dependent on when they are delivered by the provider.

Box office opening hours

The box office is only open on event days. It opens 90 minutes before the doors open and closes 30 minutes after the main act starts.

*Please don’t post tickets on social media - someone could take the details and use them fraudulently

 

Resale tickets: Selling or Buying

Selling AXS tickets

If you can’t attend an event, you can sell your tickets on AXS official Resale, to give another fan the chance to go. It’s quick and easy:

  1. Login to The O2 app, and click your events.
  2. Choose the event and tickets, and click sell
  3. Tick the boxes for the tickets you’d like to sell.
  4. Add your selling price per ticket (capped at 10%* above the price paid), listing the expiry date and time, and add any extra seat info if you like.
  5. Click preview offer then confirm offer and your seat will be posted within an hour.

Add your payment details to be paid into, by going to your account, then selling info. In the UK section, click on account type and choose either bank account or Paypal. 

  • You can sell your tickets from 24 hours after the general on-sale, right up to one hour before the doors open.
  • If you change your mind about selling your ticket, login to your account, find your ticket and remove the listing with one simple click.

*AXS implemented a 10% cap for fairness to the buyer and seller. Adding 10% to the sale price covers any additional costs, but it’s also not enough margin for ticket touts to bulk buy tickets for resale.

Selling tickets from other ticket providers: As long as there are no restrictions from the provider, any tickets received in The O2 app, can be transferred or resold. If you’re not sure, check with the provider.

Receiving payment for sold tickets: When your ticket has sold, you’ll get a confirmation email, then payment will arrive in your account 10 working days after the event has taken place.

Buying Resale tickets: Resale tickets can be found in the same place as the main event. Simply click on the event you’d like to go to, then choose ‘AXS official resale’ and follow the instructions. Payment and delivery are all handled by AXS - you won’t have contact with the buyer.

 

Top tips when buying resale tickets:

  • Match the number of tickets put up for sale by the seller. If four tickets are listed - sometimes the seller will want all the tickets sold in one go, others may be happy to sell them individually.
  • Only one resale listing can be bought at a time. There could be tickets listed for resale next to each other, but listed by different sellers. These would need two separate bookings.

Be careful of unofficial agents and listings on sites like Gumtree, as these could be fake, stolen or invalid. Here are some handy hints to help you decide if your ticket is valid:

  • Check that the event is happening. If it’s not on The O2 or AXS websites, it’s likely the tickets are fake.
  • Check the face value of the seat on The O2 or AXS websites. Unofficial agents charge much more and add on huge booking fees.
  • An official ticket agent should be able to give you your block, row and seat details.
  • They’ll be able to post your tickets, or arrange for you to collect them from the O2 box office.
  • Always buy tickets from an official agent and never from anyone outside the venue.

 

Transferring tickets

If you’ve bought tickets as a gift, or simply want to transfer them to a different name, watch this short video to find out how:


*Note, some tickets may not be transferable – this will be shown when you buy, but if you’re unsure, check with your ticket provider.

Once the transfer is done, the name on the ticket automatically changes.

 

Ticket transfer tips

  • Check you definitely want to start the transfer. Once you’ve started the transfer, you may not be able to cancel it. If the person you’re transferring to has an AXS account, the tickets will transfer immediately (If they don’t have an AXS account, you can cancel the transfer).
  • The number of transfers depends on your ticket provider – so please check with them.

 

Refunds/Exchanging tickets

Refunds are only available if a show has been cancelled or rescheduled.

If an event has been Postponed:  You’ll be offered access to the rescheduled event at no extra charge, using your original ticket. Your ticket may disappear from the app until nearer the new date – don’t worry – this is completely normal. If you can’t make the rescheduled event, it’s up to the promoter if you’re allowed a refund. Your ticket provider will contact you.

Exchanging tickets: If an event has been postponed, unfortunately you can’t exchange tickets for better seats.

If an event has been Cancelled: For online bookings, tickets will be automatically refunded, you don’t need to do anything. If you bought your ticket at the O2 box office, email customerservices@theo2.co.uk

Refunds take 5-10 working days to show in your account.

Prebooked parking for cancelled/postponed events: Parking will be transferred to the new date; you don’t need to do anything. If you’d like a refund, email  theo2carparking@theo2.co.uk

Parking for cancelled events will be refunded automatically.

Access needs have changed: If you’ve booked general admission standing tickets, but your access needs have now changed, please contact customerservices@theo2.co.uk who’ll try to help. For more Accessible information, check out the Accessibility - Everything you need to know guide.

 

Additional Ticket Information

Events that need ID

For some events at The O2, the artists ask for names to be printed on tickets, and photo ID/payment card is shown when getting into the venue. If you’re unsure, check with the ticket provider. This is generally to stop reselling and ticket touting, and to make sure tickets go to genuine fans. You might also need to prove your age.

  • The lead booker whose name is on the tickets must have all their guests with them, and they must all enter at the same time.
  • Tickets bought though reselling websites won’t be accepted for these events.
  • If your ticket was bought as a gift – make sure the person who bought the ticket has transferred it to you in the app.
  • Any government issue ID is allowed: Passport, driving license, citizens card or PASS card.

Merchandise:

Merchandise can be bought both from the arena or on the app. Keep an eye on our social media channels to find out when merch is available for each show.

Related articles

Comments

0 comments

Please sign in to leave a comment.