FAQ - Frequently Asked Questions

Registration

How can I change my email address?

To change your e-mail address log-in to our homepage or if you are already logged in click „my account“. Here you can change your e-mail address at „ change e-mail address“. You will not be able to change your email address if you have already created another account on eventim.hr with that email address

Why do I have to state an additional delivery address?

You do not have to state an additional address but you may save up to 5 delivery addresses in your account. These can be different from your billing address if for example you want to send tickets as a gift or you are not at home during the day and you want them delivered to your office address or your secondary residence.

You can save up to 5 delivery addresses with names (e.g. home, work....) and then choose the appropriate address for delivery.

I forgot my Password - what can I do about it?

If you have forgotten your password simply click „log in“ on our homepage and next to the log in area there appears the prompt „forgotten password?“ You then receive an e-mail at the designated e-mail address with instructions of what to do.

For data protection reasons Eventim.hr does not send passwords via e-mail in this case you receive a code (link) with which you can reset or change your password.

Shopping process

Why does Eventim d.o.o. not offer the possibility of pick up at the box office for all events?

Due to the multitude of events that Eventim d.o.o. offers it is not possible to offer that option for all events. It is depended on promoter specific wishes and organization possibilities.

Why can’t I find the event of my choice in the category search?

Because of the merging of several systems it can happen in the first few months of the new platform that not all events are shown in the right categories. Therefore please always try the quick search or the detailed search without the use of category if you can’t find an event under category. To search the event use the artist name, town, etc.

Why can't I purchase Wheel Chair Tickets online?

Information about the entry rules for persons with disabilities is provided in the event description.
Each event has separate rules regarding the entry of persons with disabilities.
Information on wheelchair places and their availability can be obtained by e-mail at info@eventim.hr.
If it is possible to buy a ticket directly through web for a person with a disability, then it is shown as an additional category on the event.

Payment, Pickup and Delivery Methods

Shall I order ticket via ordinary or recommended mail?

It's our suggestion to order the tickets always by recommended mail, since in this way they are traceable.
Eventim d.o.o. declines any responsibility for the tickets delivery, outsourced to third parties.

I want to pay with debit/credit card – where do i receive the code?

If you want to pay with credit card, you will have to double confirm your transaction. To confirm the payment, you will have to complete an additional verification step with the card issuer when paying (3DS secure payment).

Questions AFTER a successful order

I ordered my tickets a long time ago but have not received them yet. Where are my tickets?

Eventim d.o.o. (HR) is a ticket agent and is not responsible for delivery. If the tickets were sent by registered mail we would ask you to contact the post office. If the tickets were lost in the registered mail, in some occasions, you will receive duplicate tickets or if this is not possible a seat confirmation which allows admission to the event of your choice. In this case please contact us at info@eventim.hr

If you chose the prepayment option, the tickets are only sent after the payment is visible on the Eventim statement. You cannot pay for tickets with cash during delivery.

A wrong amount was charged to my credit card account, how can that be?

Please send us a scan of your credit card bill that contains the wrong amount to info@eventim.hr, please also include your name and telephone number where you can be reached. We will check the billing and correct any incorrect amount. Please also contact your bank to check the double/wrong display of the payment.

I ordered tickets on the internet but have not yet received confirmation. Has my order been received?

It is possible that you did not receive a confirmation due to the wrong e-mail address or spelling mistake(please check your junk/spam/promotion folder).
If you still can not find the order confirmation, please contact us at info@eventim.hr.
Please provide you complete name, the date of your order and which event did you buy, order ID. We will then inform you if your order was received or not.

Cancellations / Changes

I have bought tickets for an event that has been cancelled. What do I have to do?

Eventim d.o.o. is not the promoter of the events. The events are carried out by the promoter, who also issues the tickets. Eventim d.o.o. is merely acting as a ticket agent on behalf of the promoter and therefore bears no responsibility regarding the organization of the event and/or its taking place. Therefor, Eventim d.o.o. is not responsible for the refund of admission prices, but will make all effort with the organizer to do such and therefore normally use the following procedures:

In the event of a cancellation the ticket price excluding all fees (e.g. delivery fees, service fees) will be refunded to the customer.

• The tickets were from our home page www.eventim.hr:

Payment made by credit card will automatically be refunded to the credit card/bank account.

In case you bought the tickets in one of our partner outlets, please return the tickets where they were bought.

Invoice which is obtained with a purchased ticket must be preserved until the day of the event.
If the event is postponed or canceled, you can not return the ticket and gain a refund without producing an invoice.

I have bought tickets to an event which has been postponed or relocated. I can not attend the event at the new time/ new location. What should I do?

Eventim d.o.o. is not the promoter of the events. The events are carried out by the promoter, who also issues the tickets. Eventim d.o.o. is merely acting as a ticket agent on behalf of the promoter and therefore bears no responsibility regarding the organization of the event and/or its taking place. Therefore, Eventim d.o.o. is not responsible for the refund of admission prices, but will make all effort with the organizer to do such.

If an event promoter decides to postpone an event or to change a venue, the ticket shall, irrespective of the reasons for the postponement or change, apply for the new date or the new event venue. It is up to the event organizer to decide whether tickets can be returned, reimbursed or exchanged.

The ticket price excluding all fees (e.g. delivery and service fees) will be refunded if the event promoter decides so.

• The tickets were bought from our home page www.eventim.hr:

Please return the tickets with an accompanying letter registered to the following address:

Eventim d.o.o.
Garićgradska ulica 18, 10000 Zagreb
Croatia

Payment made by credit card will automatically be refunded to the credit card/bank account.

Please return the tickets to the place where they were bought.

An event was cancelled/postponed/relocated and I was not informed. Why not?

Eventim d.o.o. is not obliged to inform the ticket owner about possible cancellations/postponements/relocations but we try to inform all customers as much as possible. In any case we accept no liability for transportation, hotel or any similar costs related to cancelled/postponed/relocated events.

Loss / Theft / Cancellation

I have lost my tickets or they have been stolen. Can you help me?

Tickets are security papers – for which no replacement can be issued in case of loss or theft. Please contact us at info@eventim.hr

Eventim d.o.o is not responsible for any loss or damage of the already purchased / delivered tickets.
In the case of tickets purchased through sales points, re-issue is not possible.
In case of tickets for events in Croatia purchased through the Eventim website, re-issuance of tickets may be charged. In this case, please contact us on info@eventim.hr

Technical Problems

Why do cookies have to be activated when I use www.eventim.hr ? What are cookies?

Cookies are information that is stored on your hard disk and expand the functionality of the Eventim portal. In the standard configuration your computer accepts cookies but you can change this setting and of course also order from Eventim without cookies but then settings like single click and personalized homepage are no longer available. Eventim does not save personal data in cookies so your privacy is always guaranteed.

Newsletter

How can I register for the Eventim Newsletter?

To register for the weekly Eventim Newsletter, you can click HERE

Additionally, you can also register for one or more of our following newsletter categories:
• Artist ticket alarm (be the first to know when your favorite artist is coming to town)
• Topics (Categories like Rock Pop, Metal or Venue interest)

What's Ticket Alarm? How can I register for it?

Ticket Alarm is a service from Eventim, to make sure you no longer miss any event. On our homepage, you can find a list of artists that will be appearing in Croatia soon - be one of the first to be informed of confirmed appearances!
Click on to a picture of an artist or „more artists“ to reach the complete list of artists. Here you can enter your e-mail address under the short description of the artist to receive information as soon as an appearance has been confirmed.

How can I unsubscribe from the newsletter?

To unsubscribe from the Eventim Newsletter, in the received newsletter under„Impressum“ click on the link „cancel“ and send the e-mail that appears without any further data entry. Your e-mail address will then be automatically removed from the distribution list.

As registered user you can also cancel the newsletter from our website. Log on and then click on „My account“ and select the last option „Newsletter and Eventim Next“. Here you can simply cancel by deactivating the tick at the appropriate newsletter or remove the artists name from the Eventim Next list.

Where is my print@home ticket or e-ticket

How to pick up your PRINT@HOME ticket?

After you complete your order with PRINT@HOME delivery method, customer will pick the ticket via users acount at www.eventim.hr at PDF format. Ticket then must be printed (preferably on laser jet printer). The tickets are also delivered to the customer email in PDF format. All PRINT@HOME tickets will be scanned at venue enterance.

Where is my "E-TICKET"?

After purchasing E-tickets, the customer receives e-tickets in electronic form/QR code where each ticket has a unique QR code. To access the tickets you will have to have an account on Eventim.hr.

When you log in your account, the tickets will be in the section "Your digital tickets". If you want to share your tickets, the other person will also have to have an Eventim account.

Why for some events I can not buy Print@Home tickets or E-ticket?

Print@home ticket option is now available for most events.
For selected events it's not possible to organize ticket scanning for Print@Home and E-tickets. Therefore those options are not available.

Ticket insurance

What is the Event ticket cancellation insurance?

For further information please see the Product Description: https://content.eventim.com/static/uploaded/at/files/pd-ticketinsurance-eventim-en.pdf
Please note that the ticket insurance is only applicable for residents of the EU and the European Economic Area.

How do I withdraw from the Ticket insurance?

You have the right to withdraw from your insurance contract within 14 calendar days. This must be done in writing (e.g. a letter or email) and sent to:

AWP P&C S.A., Austrian Branch
n/p Service Center
Hietzinger Kai 101-105
1130 Wien
Service.at@allianz.com

Withdrawal from an insurance contract terminates any provided insurance coverage or future obligations under the insurance contract. If the insurer has already provided insurance coverage, you will be entitled to a refund only for the part of the insurance premium corresponding to the unused period of coverage. For detailed information please go to: this link HERE

TICKET FEE

What does ticket fee include?

Eventim charges a fee for the service of generating and issuing a ticket of credit. This fee is a non-refundable amount of one-time reimbursement of the costs incurred by Eventim for issuing the ticket, including the service of electronic processing, generation, issuance and sale of the ticket. Eventim will issue an invoice to the customer, which will be delivered to the e-mail address indicated by the customer when purchasing tickets.
Eventim's ticket fee is non-refundable, even in case of event cancellation, as Eventim's ticket generation and issuance service is fully provided even in case of event cancellation, for which Eventim cannot in any case be responsible. By accepting these terms and conditions, the Customer confirms that he has understood this provision and that he will not be able to get a refund of the fee for generating and issuing a ticket in case of cancellation or termination of his contract with the Organizer for any other legitimate reason.

Do other ticketing services outside Croatia charge additional fee?

There is a practice of charging additional expenses in other countries. Of course, it depends on many factors. Additional fee is different from country to country. Every company must adjust to the specificities of the market, i.e. purchasing power, legal framework, etc. We would like to point out that Eventim offers vats numbers of events abroad. With our international offer, the customers do not need to cover international delivery fee, cost of international transactions and other additional cost regarding the purchase of tickets for the events abroad.

Where can your clients buy tickets without paying the ticket fee?

Ticket fee is included on every Eventim channel for the distribution of tickets.