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VIP FAQsUpdated 18 days ago

Our most frequently asked questions are below:

Please note, information on FAQs is subject to change.

What is the difference between a VIP Package and VIP upgrade?

  • A VIP package includes a concert ticket as well as the VIP elements. A VIP upgrade includes the VIP elements only. In most cases, if you purchase a VIP upgrade, you will need to purchase a concert ticket separately. You will not be able to participate in the VIP event without a concert ticket. Upgrades sold on our site specify if you need a concert ticket or not.

I already have a concert ticket but I want to upgrade it to VIP. Can I do that?

  • If there are VIP upgrades available to purchase on our site you can purchase one for the concert you already have a ticket for. VIP upgrades do not included concert tickets so you would need a concert ticket in addition to a VIP upgrade. If there are no VIP upgrades available and ticketed VIP packages are still being sold, please reach out to our support team to see what options are available.

I'm interested in purchasing a VIP. How do I find out the price?

  • Prices are listed once the VIP packages are available to purchase. Our team is not able to provide pricing before a package goes on sale.

I purchased a VIP upgrade from your site and I see that the price has since increased. Why?

  • We are now offering all-in pricing for our VIP upgrades. That means you will see the total amount you will need to pay to purchase the upgrade. This includes service fees that were not originally shown until the checkout process. Upgrade prices have not been increased for any of our previously available experiences.

Is there an age limit to participate in a VIP experience?

  • Our VIP experiences are sold as all ages but if the venue hosting the event has an age restriction we will need to follow their policy.

There is a presale going on, where can I find the presale code?

  • If you are interested in attending a show and there is a presale going on you should not need a code to purchase a VIP package. Our VIPs are generally not password protected so you should be able to purchase a VIP during a presale so you would not a code.
  •  If there is an artist presale, we recommend checking to see if there are presale codes included in official fan club memberships, in artist newsletters, or on the artist’s social media platforms. We generally do not have access to these presale codes.
  • If you are a paid member of one of our fan clubs and are trying to participate in the fan club presale, please log into your profile and search the "Presales and Info" section. We post presale information, ticketing links, and codes there.

I am not able to purchase the VIP package that I wanted because I do not see it on the ticketing site, is it sold out?

  • If the VIP package that you were interested in is no longer available, it is more than likely sold out or no longer available to purchase. We suggest reaching out to the ticketing company(Ticketmaster, AXS, etc.) and they can confirm whether the VIP package is sold out. If it is a VIP upgrade offered on our site(, we suggest keeping an eye on our site in the event more are added.

I purchased a VIP Upgrade/package for myself. Can my child/friend take the photo with me(they do not have VIP)?

  • Unfortunately, they will not be able to be in your photo unless they have a VIP of their own.

I purchased a VIP Upgrade and it is asking me to register. Do I provide my legal name or can I provide the name I go by?

  • We suggest registering with the name that matches your photo ID. During the VIP check-in process, the VIP Rep will ask to see your photo ID to confirm you are on the list. If you have a photo ID that has the name you go by you can provide that name during registration. If you do not have a photo ID matching the name you use, please provide whatever name is on your photo ID.*
    • There are instances for a tour where we would just need your VIP ticket to scan you in so a photo ID wouldn't be required. If you received your VIP ticket directly from Please & Thank You and added it to your phone or printed it out, your photo ID wouldn't be needed. Please check your VIP informational email for further instructions regarding this.

Do you offer discount codes for your VIP Packages?

  • Unfortunately, we do not offer discount codes for our VIP Packages or Upgrades.

When will I receive my VIP details?

  • VIP check-in details are emailed to the original purchaser 24-48 hours before the event date. Please make sure to check your spam folder because your email may end up there due to different inbox settings. If you have not received your check-in details by the day of your show you can find the information here.

How long will I get to spend with the artist I purchased a Meet & Greet or Photo Opportunity for?

  • The time, process, and overall experience of a VIP event change day by day and are determined not only by the needs of the artist but also by the overall daily requirements of the artist's schedule. While we are not able to provide a confirmed amount of time you would be able to spend with the artist, we can confirm that the artist and their team on tour make every effort to ensure each and every VIP purchaser has a wonderful experience.

Can I bring something to my VIP Meet & Greet to get autographed by the artist? What about a gift to give them?

  • Autographs are not allowed unless it is explicitly mentioned in the package description of the VIP. You may bring a gift for the artist as long as it is unwrapped and meets the venue's guidelines. *Please note that ultimately it is up to the discretion of the VIP Representative on whether the gift will be allowed in the VIP event or not.

The photos from my event haven’t been uploaded yet. Were they lost?

  • If your photo was taken by the tour photographer then it should be uploaded within seven days of your event. We upload the photos as soon as we receive them from the photographer. Photos can be found here.

Meet & Greet Special Requests

  • Tips for a memorable experience: 1. You may bring props (hats, sashes, flags) for your photo as long as there are no venue restrictions and the VIP Rep okays it at check-in. 2. Bring a note card with you on what you plan to say to make sure you are ready to say what you want to say. Sometimes during the excitement of the event, you may forget. 3. Plan a special/creative pose. 4. Make sure you make your plans clear, our artists are generally accommodating within reason. 5. Have fun!

I purchased my VIP ticket via fan-to-fan resale. How do I get my check-in details and merchandise?

  • We do not recommend purchasing a VIP package via fan-to-fan resale. Package inclusions are not valid for tickets purchased via fan-to-fan resale. If you purchased a resale ticket, you will need to contact the original purchaser for the check-in details and merchandise as all inclusions will be sent to them. 

What if I’m not able to attend my VIP event?

  • If you are not able to attend your VIP event, you can have someone go in your place. In cases like this, please provide the new attendee with a copy, or picture on their phone, of your photo ID as the purchaser, and a copy of the purchase receipt. With these two documents, they should have no issues with checking in.

What if I'm late for my VIP event? Can I still participate?

  • We always recommend being on time for VIP check-in since we cannot guarantee your participation in the event if you arrive later than the check-in time given to you. Our VIP Representatives, as well as the artist, are on a strict schedule and may not be able to accommodate late arrivals.

I missed my VIP event so I was not able to pick up my merchandise. Can it be shipped?

  • In cases like these, the merchandise travels with the tour so we are unable to ship your merchandise if you do not pick it up. With that being said, please reach out to us to find out what your options may be.

When will I receive my VIP merchandise?

  • Most of our VIP packages include an exclusive merchandise item or bundle. There are two ways to receive your merchandise, either at the VIP event or after your show date. If you are to receive your merchandise after the show, it will be shipped to the address associated with the purchase. You will be notified of the method when you receive your VIP check-in email.

My VIP Merchandise was shipped to an outdated address. What can I do?

  • It is your responsibility to contact Please & Thank you to have your shipping address updated prior to the event. Replacement packages may not be available if a package is shipped to an outdated address and fees may be incurred. Please contact us here for more information.

I had more than one VIP package and I would like my merchandise shipped to different shipping addresses. Is that possible?

  • We can only ship VIP merchandise to one shipping address as the cost for shipping was already included in the VIP purchase. 

My event has been canceled or postponed. Will I receive a refund?

  • If your event was canceled then you will be refunded for your order. 
  • If your event is postponed we will either refund the order or it will transfer to the new date.
    • If you can't attend the new date you can request a refund.
  • We will send purchasers an email with detailed information including your options and refund timeline once we receive confirmation that an event has been canceled or postponed.

Can I exchange or transfer my VIP purchase to another date?

  • VIP purchases are sold as all sales final so we do not allow transfers or exchanges. Please contact us for additional assistance.

Can I get a refund for my VIP Package?

  • VIP packages are sold as all sales final. Please refer to our purchase policy for more information.

Additional questions?

Contact Us

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