Don’t Play It By Ear — Here’s How to Prepare for Ticket Sales

Below is a well‑structured, comprehensive knowledge‑base guide—for internal use by customer‑service agents—based on the Ticketmaster blog article “Don’t Play It By Ear — Here’s How to Prepare for Ticket Sales” (June 12, 2025) ([blog.ticketmaster.com](https://blog.ticketmaster.com/ticket-sales-tips/?utm_source=openai)). Title: Preparing Fans for Ticket Sales: A Step‑by‑Step Agent Guide Introduction: As a customer‑service agent, you play a key role in helping fans seamlessly prepare for and succeed in buying tickets on Ticketmaster. This guide draws from Ticketmaster’s official blog post and is organized into clear sections: pre‑sale preparation, day‑of sale checklist, and post‑purchase expectations. Use this structure to walk customers confidently through the entire ticket‑buying journey. Main Content: 1. Preparing for the Ticket Sale  a. Verify Account Information   • Encourage customers to log into their Ticketmaster account ahead of time and confirm the accuracy of their email, phone number, and stored payment method. Verifying these details early can prevent delays during high‑demand sales ([blog.ticketmaster.com](https://blog.ticketmaster.com/ticket-sales-tips/?utm_source=openai)).   • If the customer is new, advise them to set up an account and complete any required email or phone verification, as a one‑time code may be needed when buying tickets ([blog.ticketmaster.com](https://blog.ticketmaster.com/ticket-sales-tips/?utm_source=openai)).  b. Set Sale Reminders   • Assist customers in enabling reminders on the event page. Ticketmaster will send a text reminder up to one hour before tickets go on sale—acting like a personal alarm and increasing the likelihood they’re ready at sale time ([blog.ticketmaster.com](https://blog.ticketmaster.com/ticket-sales-tips/?utm_source=openai)).  c. Confirm Payment Readiness   • Ask the customer to review their credit card’s expiration date and update it if needed.   • For international events, suggest notifying their bank in advance to avoid declines due to fraud filters or spending limits ([blog.ticketmaster.com](https://blog.ticketmaster.com/ticket-sales-tips/?utm_source=openai)). 2. Day‑Of Ticket Sale Checklist  a. Keep Your Phone Handy   • Remind customers to have their phone within reach. During the sale, a one‑time verification code may be sent for security, even on desktop purchases ([blog.ticketmaster.com](https://blog.ticketmaster.com/ticket-sales-tips/?utm_source=openai)).  b. Use a Stable Internet Connection   • Advise against using public Wi‑Fi; instead, use a secure home network or mobile data to minimize connectivity issues.   • Recommend turning off VPNs or IP‑masking tools—they may interfere with Ticketmaster recognizing the user as a human, not a bot ([blog.ticketmaster.com](https://blog.ticketmaster.com/ticket-sales-tips/?utm_source=openai)).  c. Understand the Waiting Room and Queue   • Explain that Ticketmaster’s waiting room usually opens 15 minutes before the sale—and arriving before that offers no queue advantage ([blog.ticketmaster.com](https://blog.ticketmaster.com/ticket-sales-tips/?utm_source=openai)).   • Let customers know they’ll see their place in line once the queue opens, giving transparency into wait times and queue position ([blog.ticketmaster.com](https://blog.ticketmaster.com/ticket-sales-tips/?utm_source=openai)).  d. One Device, One Browser, One Tab   • Emphasize that customers should only use one device, browser, and tab to enter the queue. Multiple attempts with the same account can lead to errors that block them from purchasing ([blog.ticketmaster.com](https://blog.ticketmaster.com/ticket-sales-tips/?utm_source=openai)).  e. No Bots or Automation   • Make it clear that using bots, scripts, or extensions to try to game the system is prohibited. These methods can result in purchase failure or account issues ([blog.ticketmaster.com](https://blog.ticketmaster.com/ticket-sales-tips/?utm_source=openai)).  f. Be Aware of Ticket Limits and Timed Checkout   • Inform customers to check the event’s ticket purchase limit—this is shown next to the artist’s name via the “More Info” or “i” icon ([blog.ticketmaster.com](https://blog.ticketmaster.com/ticket-sales-tips/?utm_source=openai)).   • Remind them that checkout time is limited and ticket availability can change rapidly—so quick action is essential ([blog.ticketmaster.com](https://blog.ticketmaster.com/ticket-sales-tips/?utm_source=openai)).  g. Avoid Refreshing the Browser   • Warn customers not to refresh or change tabs once tickets are in the cart, as this can disrupt their purchase and potentially remove items from the cart ([blog.ticketmaster.com](https://blog.ticketmaster.com/ticket-sales-tips/?utm_source=openai)). 3. What to Expect After Purchase  a. Accessing Tickets   • Let customers know they can access their tickets in the Ticketmaster app by going to “My Tickets.” They can optionally add them to their mobile wallet for convenience ([blog.ticketmaster.com](https://blog.ticketmaster.com/ticket-sales-tips/?utm_source=openai)).   • On event day, tickets can be scanned directly from the app or wallet—making entry quick and contactless ([blog.ticketmaster.com](https://blog.ticketmaster.com/ticket-sales-tips/?utm_source=openai)).  b. Transferring Tickets   • Encourage customers attending with friends to use the “Transfer” feature when available—this streamlines group entry and keeps everyone organized ([blog.ticketmaster.com](https://blog.ticketmaster.com/ticket-sales-tips/?utm_source=openai)).  c. Resale Options   • If their plans change, customers may be able to resell tickets via Ticketmaster’s marketplace—if resale is enabled for the event. It's a secure, simple way to recoup value and give someone else the chance to attend ([blog.ticketmaster.com](https://blog.ticketmaster.com/ticket-sales-tips/?utm_source=openai)). Conclusion: This guide empowers agents to assist fans from pre‑sale preparation through post‑purchase follow‑through. By encouraging verification of account and payment details, using stable internet, understanding queue procedures, and knowing post‑purchase tools like mobile access, transfer, and resale, agents can help ensure fans have a smooth and successful ticket‑buying experience.