We have pulled together some frequently asked questions below. If you have additional questions, email email@example.com.
- Contacting Clicket
- Project Background
- General Queries
- Event Search
- Buying Tickets
- After Sales
- Tailored Browsing
- How to get involved with Clicket
You can also find us on Twitter.
What are Clicket’s support hours?
The team is here Monday - Friday 08:30 - 18:00. If you contact us when the office is closed, we’ll deal with your enquiry as soon as we can. If your query is regarding an event you have booked through Clicket, please contact the venue directly and they will be able to assist you.
How do I contact the venues directly?
General venue contacts are detailed on the venue pages. In addition, if you have bought tickets, the box office information for that supplier is included on your ticket booking confirmation email.
Is there a phone number I can call if I have a problem?
There is not currently a phone number; however we will deal with all emails swiftly. Please include your phone number in your email so that we can contact you.
Clicket.co.uk is the public facing website of the Edinburgh Portal Pilot Project (EPPP).
The development of Clicket will be the platform on which a wealth of training, pricing and information strategies can be tested and rolled out in the years ahead, capitalising on the latest technology and ensuring organisations can be confident about their positive impact on audiences and audience development.
Which venues and organisations are involved?
During the pilot, subscribers of The Audience Business are connected to the Portal as well as additional organisations that programme events for kids.
Will you ever have any other types of events e.g. sport featured?
In the future, we hope to roll out the features to a wider community.
What’s the best browser to use for viewing this site?
You can use the website on any browser. If you notice something on the site that isn’t working properly, please email us on firstname.lastname@example.org and let us know which browser you are using and we’ll investigate the issue.
How frequently updated is the event content?
Events are updated hourly if they’re ticketed. Other events are updated weekly, or if there’s a big change i.e. a show is cancelled, we’ll highlight this on the site.
What is The Audience Business (TAB)?
TAB is the audience development agency for the Edinburgh region – we have developed this website. We work year round with arts and cultural organisations on projects to maximise understanding of audiences and audience attendance across the City. For more information on The Audience Business, pop over to our website.
What is Ticketswitch?
Ticketswitch is the organisation that Clicket works with to support the integrated ticketing. We use technology known as middleware. The middleware allows us to pull in event data from the City box offices and allows you to buy tickets in real time directly into the box offices.
What is edinburghfestivals.co.uk?
edinburghfestivals.co.uk is our sister site where you can find festival specific information for all of Edinburgh's main festivals throughout the year. The site works using the same portal technology as clicket.co.uk.
What if I’ve noticed something odd on the website?
Please let us know! The project is in a pilot phase – so we expect a few bugs to pop up. Email email@example.com with the issue, including the browser you’re using e.g. Firefox or Internet Explorer.
I can still search for past events. Why?
You will be able to search for past events in the universal site search which is found at the top of the site. It’s important to keep old events on the site for archival purposes. If you search and find a past event in the event search, once one person finds it, it will cache and be removed automatically from the event search.
How do I search for an event on the site?
You can do a basic search from homepage using the fields at the top or by using the calendar function.
If you want to do an advanced search, click on events in the navigational bar. You can then choose a number of options to search by:
- Time of day
- Age suitability (Kids’ channel only)
You can add as many filters to your search as you like. The numbers in brackets tell you how many events you’ll be left with if you choose that filter option e.g. Dance (30), Music (45).
I’m searching for an event but I can’t find it. Help!
Make sure that you have spelled the name of the event correctly. If you can’t find it, it might be that it’s not available to us yet or it’s not going to be featured on our website.
How do I remove a search filter?
If you want to remove a filter, then click on the red cross next to the filter name.
What can I expect when I buy a ticket?
After selecting tickets to purchase using the event search, you will be taken to a shopping basket page, where you can review your order.
You can then proceed and purchase your tickets. If you are purchasing from more than one organisation, you will be presented with a separate screen for each transaction. If a system is equipped with ‘3D Secure’ (Verified by Visa/Mastercard Securecode), you will need to enter that password for every system that supports the ‘3D Secure’. Clicket is NOT allowed to keep your payment card details on file; this is a security measure and is a mandatory requirement.
Once the transaction is complete, you will be notified of its success, or notified of any failures to purchase. If your payment was successful, you will be will then sent an email from Clicket containing confirmation of the order and also information on which box office to contact in case any problems arise.
Your website said an event was sold out but I got tickets from the venue directly. How is this possible?
Ticket availability changes frequently. This is normal, so an event might be sold out at 09:00 but a group return 50 tickets at 10:00 - those 50 tickets will then go back into general sale. At the suppliers’ request, we will from time to time remove events from sale. This will normally be the case if there is an additional customer care requirement – e.g. if only restricted seats are available – this is so that the venue can talk a customer through the exact restriction on a seat.
I wanted to have my ticket posted out but it wouldn't allow me to choose that option.
If you are purchasing tickets within one week of an event taking place, the despatch method is automatically collect at box office, in case your tickets do not arrive in time.
Why is postage different across the venues when they’re all being posted the same distance?
Venues charge a postage fee to cover their own postage admin at their own discretion, which varies from venue to venue. The fees on this site are exactly the same as the fees they charge on their own websites.
Why do some events have a booking fee and some don’t, even if they’re at the same venue?
Each event is treated differently, even those at the same venue or supplier. Some promoters of events charge a booking fee and some don’t. Please be assured that we mirror the fees of the individual suppliers – so the price you pay on this site is the price you would pay if you bougyt directly through the venue.
Does Clicket charge a transaction fee on top of the venue fees?
No, Clicket does NOT charge a transaction fee. We think this is a barrier to attendance – we’re NOT a commercial operation, so the price you see is the price you pay. No hidden fees.
Why do some events not have my concession available?
The price types you see on the site are fed to us from the supplier’s ticketing system. Each venue has a different set of price types and not all events have a concession price. The options you are presented are the same options as you would get at the venue itself. The exception is if you are part of a venue’s membership scheme - Clicket is not currently able to support organisations’ membership schemes in this way.
What’s a seat type?
This is the place in the venue that you want to sit. This applies to reserved seating only.
Why won’t you post to non-UK addresses?
Clicket and the City’s box office managers want to ensure everyone receives their tickets. It is often the case that tickets sent abroad go missing, so it is safer and more efficient for a customer to pick them up when they arrive in the City. Details of ticket pick up is included in your confirmation email.
I’ve put something in my basket, but I don’t want it. How do I get rid of it?
There is a little box next to your ticket selection in your basket. To delete an event, tick the box and then press on the delete selected events button.
How long can I leave my tickets in the basket for?
When you choose a performance date for an event, Clicket will ‘speak to’ the box office supplying that ticket and see if tickets are available. If tickets are available, you will be able to put them in your Clicket basket. HOWEVER these tickets ARE NOT reserved until you go through the payment process. So, if you put a ticket in your basket on a Monday, then try to buy it on the Tuesday, there is no guarantee that ticket will still be available 24 hours later. If it has sold out, you will be notified of this when you try and buy your ticket.
So, if you really want that ticket, buy it as soon as you can!
How are bookings fulfilled?
Ticketing on site is in real time. All bookings are routed from portal sites to the individual venue’s box office, so fulfilment rests with the selling venue and the ticket buyer is subject to the individual terms and conditions of that organisation. Once a booking is complete, an email is generated from Clicket and sent to you; this email clearly references the individual terms and conditions of sale and contacts for individual box offices.
It told me my transaction failed. Why did it fail?
Box office transactions fail occasionally due to an error either on the website or at an individiual system level. If you are presented with an error message, email us at firstname.lastname@example.org with a screen grab of the page, tell us which browser you are using and we’ll be able to see what happened behind the scenes. As there are multiple connections we’ll need to investigate and will respond to your issue as soon as we can.
How will the ticket suppliers contact me if I agree to be contacted by them in the buy process?
If you agree to hear from suppliers of the tickets, you have signed up to hear from them via email. If you agree to hear from The Usher Hall, this is by post.
How long can I leave the webpage when I’m in the buying process?
You have 10- minutes when you’re in the basket to complete your transaction. If you take longer than 10 minutes, the transaction will fail. This is a security measure that is implemented across all ticketing websites.
You are allowed 10 minutes on a verified by visa page until it expires and cancels your payment.
If you are in any doubt about your purchase, email email@example.com with your question.
What’s the difference between my web booking ID and my booking ID on my email?
A web booking ID looks like this: 75C7-C0E4-8A16-EADF and refers to your entire transaction on Clicket.
This is the ID that you should quote if you’re emailing Clicket if you have any concerns.
A booking ID looks like this: 1611785 and is given to you from the supplying venue.
This is the number you should quote if you’re dealing directly with the venue about tickets you bought from them.
If you are buying across two different suppliers, you will have TWO booking IDs. These are included in the confirmation email.
I’d like a refund of my ticket, who do I contact?
You need to contact the supplier of the ticket. Their contacts are detailed on your confirmation email.
How can I find out the duration of the performance?
Contact the supplier of the ticket directly. Their contacts are detailed on your confirmation email. If we know the duration, we will include this on the site and in the itinerary planner.
How do I find out what I bought for?
Check your confirmation email. This email includes exactly what you bought for, who you bought it from and how much it was, plus the despatch method you chose and details of where to pick your tickets up.
What is tailored for you?
Tailored for you works like Amazon© - we track what you browse on site and what you purchase. From this information, we then present you with events that we think you’ll enjoy based on that history. Make sure that you sign in so that we can keep track of your interests – and offer you a better user experience! The more you use the site, the more we’ll be able to understand what you enjoy and what you don’t enjoy.
I’m not receiving tailored information yet.
Make sure that you are registered on Clicket. If you’re not registered and not signed in, we can’t track your history and so you won’t see tailored for you.
I’d like to have my events listed on the site. Who do I contact?
Please note that until 31 December, we are showcasing events from TAB subscribers. However, we are keen to know about interest in the site so please email firstname.lastname@example.org with some information on your organisation and someone will get back to you.
I’d like to make some website recommendations, who do I contact?
We’re always pleased to get feedback in order to improve the service we offer. Email email@example.com with your thoughts – please note that while we’ll try to accommodate your suggestions, it might be that some of them aren’t feasible right now but might be in the future.
Why did you remove a comment I made on an article?
How does the itinerary work? Can I drop all my itinerary into the basket?
If the events are ticketed, yes you can! Please note however that your tickets are not reserved in your itinerary until you are in the payment process– so you should proceed to purchase as soon as possible to ensure you get your tickets!
Please email us on firstname.lastname@example.org and we’ll answer your questions as fast as possible.