We're here to help you navigate seamlessly through the ticketing process — from buying and managing tickets to setting up your event and getting paid.
Primo Ticketing offers several delivery methods. Your delivery method is selected at checkout and confirmed in your order confirmation email:
If you didn't receive a confirmation email after purchase, follow these steps:
A receipt or order confirmation email confirms your purchase but may not contain the actual ticket file — tickets are delivered separately depending on your delivery method.
Yes. Tickets aren't name-checked at the door, so to transfer one, simply forward the ticket email or the text link to the person attending. The QR code admits whoever scans it. One caution: each ticket scans once, so make sure only one person is holding it on event day.
For most events, the name on the ticket does not need to match the attendee's ID. Entry is granted by scanning the QR code on the ticket, regardless of the name printed on it.
However, there is one exception:
If you're unsure whether your event has name-matching requirements, contact our support team before the day of the event.
Yes. Every Primo ticket includes one-tap "Add to Apple Wallet" and "Add to Google Wallet" buttons in the confirmation email and text. Once added, your ticket lives in your phone's wallet alongside your boarding passes and concert tickets — no need to dig through your inbox at the gate.
Your order number is on your order confirmation email, sent when you purchased, and it's also printed on your ticket.
Can't find the confirmation email? Search your inbox and spam folder for "Primo Ticketing" or the event name. If you chose text delivery, the ticket link in your text will show the order number too.
If you can't find it anywhere, email support@primoticketing.com with the name, email address, and phone number you used at checkout, plus the event name. We can look up your order from those.
Having your order number ready makes any support request much faster, so it's worth saving it somewhere before event day.
Ticket texts come from 1-866-865-1210 within 15 minutes of purchase. If yours hasn't arrived:
If the number on your confirmation is wrong or the text still hasn't arrived, email support@primoticketing.com with your order number and the correct phone number, and we'll resend your tickets.
Yes. Your tickets were sent to whatever email address or phone number was entered at checkout, so if there was a typo, they went to the wrong place. We can resend them.
Email support@primoticketing.com with:
We'll verify the order and resend your tickets to the corrected address. Please reach out as early as you can before the event.
Yes. The Primo Ticketing app is available for iPhone in the Apple App Store. With it you can:
The app is optional — you don't need it to attend an event. Tickets bought on the website are delivered by email or text exactly as before, and the Apple Wallet and Google Wallet buttons in those messages work without the app.
There is no Android app at this time. Android users can buy and manage tickets through the website and add tickets to Google Wallet from their confirmation email or text.
All event details — including venue address, door times, show times, and any special instructions — are available in two places:
If event details have changed since your purchase, you will be notified by email. Always check your confirmation email and the event page for the most up-to-date information.
Bag policies are set by the venue and vary by event. To find the policy for your specific event:
As a rule, most venues allow small clutches or bags no larger than 4.5" x 6.5". Oversized bags, backpacks, and outside food and beverages are commonly prohibited. We recommend checking before you arrive to avoid delays at entry.
Parking availability and pricing vary by venue and event. To find parking information for your event:
We recommend arriving early, especially for large events, as nearby parking can fill up quickly.
Some organizers also sell parking passes through Primo. If your event offers them, you'll see them as an option at checkout or on the event page.
All tickets are priced as listed on the event organizer's website. Pricing may vary by ticket type (single-day, two-day, etc.) If you have questions about available ticket types or pricing for a specific event, visit the event organizer's website or contact our support team at support@primoticketing.com.
It depends on the event. Many organizers sell tickets at the door, but some events sell out in advance or are online-only, and door prices can be higher than online prices.
The organizer's event page will say whether door sales are available. When in doubt, buy online before you go — your ticket arrives by text or email within minutes, and you'll skip the line at the box office.
If you're already at the venue and the event is still on sale, you can usually buy from your phone on the spot and show the QR code from your text or email.
Age policies are set by each event organizer and vary from event to event. Some events admit young children free, some sell a child ticket at a reduced price, and some require a full-price ticket for every attendee.
The ticket types available at checkout tell you the policy for your event: if there's a child ticket, its description states the age range; if there's none, everyone needs a standard ticket. The organizer's event page usually spells this out as well.
Bought a child ticket when you needed an adult one, or the other way around? See I made a mistake on my order — we can exchange it.
Accessible seating and accommodations are arranged by the venue and the event organizer. Most venues have designated accessible seating areas and can accommodate wheelchairs, companions, and other needs — but availability varies, so it's best to arrange it before event day.
To request accessible seating:
If you need help reaching the organizer, email support@primoticketing.com with the event name and we'll connect you.
Primo Ticketing accepts the following payment methods at checkout:
If you see a charge on your account but haven't received a confirmation email, follow these steps:
Orders can't be edited once placed, but in most cases we can exchange them.
Wrong event, wrong day, or wrong ticket type (a child ticket when you needed an adult, for example): email support@primoticketing.com with your order number, the event name, and what you meant to buy. We'll issue an exchange credit for the full amount you paid, including fees, as a single-use code you can use at checkout for the correct tickets. It's handled by a person, so it isn't instant — reach out as early as you can before the event.
Too many tickets (you bought four and only need two): reducing a quantity is a partial refund, and refunds outside of cancellations and postponements are up to the event organizer. Email us with your order number and event name and we'll check with the organizer — it isn't guaranteed. You can also transfer the extra tickets to someone else by forwarding them.
The charge appears on your statement under the event organizer's business name, not "Primo Ticketing." Each organizer processes payments under their own name, so the descriptor will match the company that runs the event you bought tickets for.
If you don't recognize a charge:
Please check with us before disputing a charge with your bank. A dispute on a valid ticket purchase can cancel your tickets.
Seeing two charges usually means one of them is a pending authorization — a temporary hold from a first attempt that didn't complete, for example if a page was refreshed or a card was declined and retried. Pending authorizations typically drop off your statement within a few business days without any action from you.
To check: look at your confirmation emails. If you received one confirmation, you were charged once and the second line is a hold. If you received two confirmations, two orders were placed.
If both charges have posted, or you have two confirmations and only wanted one order, email support@primoticketing.com with both order numbers (or the charge amounts and dates) and we'll refund the duplicate.
Please contact us before disputing the charge with your bank — we can fix a duplicate charge far faster than a dispute can.
Refunds are the event organizer's decision, with two exceptions that apply to every event on Primo: if an event is cancelled, you receive a full refund including fees; if an event is postponed, you can request a refund within 14 days of the announcement. For anything else, email support@primoticketing.com with your order number and the event name and we'll check with the organizer. The full refund policy is in our Terms & Conditions.
If an event is officially cancelled by the organizer, you are entitled to a full refund of your ticket price and service fees. Here's what to expect:
If you do not receive a refund confirmation email within 72 hours of the cancellation announcement, contact our support team at support@primoticketing.com with your order number.
If an event is postponed, there are usually two options:
After the 14-day window closes, tickets are no longer eligible for a refund and will remain valid for the rescheduled date.
It depends on the situation:
Once a refund is approved and processed, please allow 5–10 business days for the amount to appear on your original payment method. Timelines may vary depending on your bank or card issuer. If your refund has not appeared after 10 business days, contact your bank first, then reach out to our support team at support@primoticketing.com with your order number and refund confirmation.
We understand how frustrating parking situations can be. However, inability to park or access the venue is not covered under our standard refund policy, as parking is outside of Primo Ticketing's control. Tickets are considered used once the event has begun, regardless of whether the customer was able to attend.
If you were completely unable to enter the venue and your ticket was never scanned, please contact our support team at support@primoticketing.com with the following:
Refund eligibility in these cases is reviewed individually and is subject to the event organizer's approval. We cannot guarantee a refund but will do our best to advocate on your behalf.
Partial refunds on two-day or multi-day tickets are not guaranteed and depend on the event organizer's policy. If your situation changes and you will not be attending on all days covered by your ticket, contact our support team as early as possible at support@primoticketing.com with your order number and the event name. Our team will check with the organizer on refund eligibility for your specific case. If you're at the event right now, find event staff at the entrance first — they can often help on the spot.
Core ticketing is free for event producers — no setup fees, no monthly fees, no transaction fees on ticket sales. We're paid by a flat service fee collected from the ticket buyer at checkout. Optional add-ons like Merchandise and the Comms Center are priced separately; see our Pricing page. That fee covers card processing, chargeback protection, refund management, fraud protection, on-site scanning equipment, sponsor management tools, and live US-based support.
Everything. For ticket sales, the fee is the only charge anywhere in the transaction — there are no hidden add-ons, processing surcharges, or "convenience fees" stacked on top. The average buyer pays about $3.12 in service fees per ticket. See our Pricing page for the full breakdown.
Payouts flow directly to your bank account through our Stripe-powered payments system. Onboarding takes about five minutes — connect your bank, confirm your business info, and you're live. Payouts are initiated after your event is complete — within 3 business days of the event's end date — and arrive on your bank's normal settlement schedule.
Most producers are live and selling tickets within a week of signing up. The event builder walks you through three quick steps — event basics, ticket setup, and review — and produces a ready-to-share landing page for spectator tickets.
All of them — single- and multi-day championships, regional and national competitions, dance competitions (solos, duets, small and large groups, lines and productions), school and collegiate showcases, and end-of-season recitals. If you run a cheer or dance event, Primo sells tickets for it. You can also copy a full event setup from a past event in one click.
All of the above. Each event supports unlimited promo codes (percentage or flat-dollar, with optional usage caps and date windows), early-bird pricing tiers, comp tickets for sponsors and staff, and group discounts.
Sponsorships are a first-class part of Primo — not a spreadsheet bolted on. Set up tiers (Title, Gold, Silver, Bronze), track contract values, monitor outstanding payments, and the system auto-applies sponsor logos to tickets and confirmation emails. You can reuse the same sponsor library across every event in your season.
Yes, and we'll help. Many producers switch to Primo for their next event without disrupting the current one. Our team will help map your existing setup (ticket types, sponsors, pricing) into Primo, and we'll honor any tickets already sold elsewhere by importing them as comp entries.
Yes — that's a promise. Most cheer & dance events run on weekends, so that's when we're on.
Producers get a direct line: call during event hours and someone on our team picks up — the same people who helped set your event up, not a queue. Your ticket buyers have their own support channel, so gate questions and refund requests don't land in your inbox on a Saturday.
We've helped producers solve at-the-gate scanning issues, last-minute schedule changes, and even bank account hiccups mid-event.
Find event staff at the entrance first — they can usually help on the spot. Before you do, try these:
If that doesn't work, go to the box office with your order confirmation number and a photo ID. If you're out of time, buy a new ticket to get in and email support@primoticketing.com afterward with both order numbers — we'll review a refund of the original with the organizer, though it isn't guaranteed.
Find event staff at the entrance or the box office. Bring a photo ID and your order confirmation number — your ticket is also in your email and in Apple or Google Wallet, so you can pull it up on a friend's phone.
If you're out of time, buy a new ticket to get in and email support@primoticketing.com afterward with both order numbers — we'll review a refund of the original with the organizer, though it isn't guaranteed.
Nothing fancy — any iPhone or Android with the Primo scanner app can scan QR-coded tickets. For larger venues, we can ship dedicated scanning gear at no extra cost. Concessions, merch, and other retail run separately on Square POS, which we recommend for that side of the operation.
Yes. The scanner app caches your guest list locally so check-ins still work offline, and re-syncs to the dashboard as soon as connectivity is restored. We also color-code tickets by type and day, which gives gate staff a fast visual check even before scanning.
Every Primo ticket has a one-time-use QR code. Once it's scanned in, any duplicate or screenshot is flagged immediately. Tickets are also color-coded by type and event day, so a fraudulent screenshot of a Saturday ticket is obvious to staff working the Sunday gate.
Absolutely. Walk-up sales run through the same Primo app — guests pay by card (Apple Pay, Google Pay, all major cards) right on your device. The transaction lands in the same real-time dashboard as your online sales, so reconciliation at the end of the day is a single report.
Email us anytime at support@primoticketing.com, or start a chat using the button in the corner. We read every message.