Frequently asked questions and contact details
Joining, updating and unsubscribing
I’ve applied for membership. When will I find out if I’ve been successful?
I’m already a member. How do I update my details?
Once you have logged in, click on My Account and you’ll be able to update your account details, address and password.
Why are you asking me to opt in?
Membership requires that we are able to email you with details of future events and contact you regarding current ones. If you do not give us permission to email you, we can't offer you membership.
Note that if you become a member and then Unsubscribe from our emails, you will lose your membership!
I want to close my account. How do I do this?
To close your account, first login and then click My Account.
You will then see a Close my account option.
If you choose to do so, your details will be deleted from our Membership database!
Note that acceptance of any re-application for Membership is at our discretion and is not guaranteed.
I’ve accidentally closed my account. What do I do?
Once you’ve closed your account, we no longer hold any of your details in our database and you will need to reapply for membership.
If you've accidentally closed your account, e.g. by clicking Unsubscribe in one of our emails, please contact us using the form below.
Please note that acceptance for Membership is not guaranteed.
Bookings and cancellations
Why is the venue I want to book not listed?
I clicked the ticket link in your email as soon as I received it. Why were there no tickets left?
I have booked tickets. Why haven’t I received them yet?
Our email may have gone to your spam folder – you can avoid this in future by adding email@example.com to your safe senders list.
If you have not received tickets via email, log into your SFF account - you can view, download and print your available tickets directly from there.
There is sometimes a delay between accepting and being issued with your tickets. If you haven’t received them after 2 hours, please contact us using the form below, indicating the name, date and time of the show and the quantity of tickets booked.
Can I change the name on my ticket?
How do I book an extra ticket for tonight’s show?
I booked tickets for the wrong date. Can I change them?
Can you tell me what seat I’ll be in?
I am disabled. Will I be given a suitable seat?
I have booked more than one ticket. Will we be seated together?
I can’t print my tickets. Can I show them on my smartphone?
Why is it ‘first come, first served’ if I already have a ticket?
Which ID is acceptable?
Will the admin fees I paid be refunded if I cancel my ticket?
The event I attended wasn’t full. Why can’t you issue more tickets?
My ticket says it is just for one person, I booked XX number/I only received one ticket.
First, check your Paypal account to see how much you paid for your tickets and how many you paid for in total.
Second, read the T&Cs for the offer (either on the booking page or the bottom of your voucher if you have received one) and check whether this is a barcoded event.
If so, each ticket you booked will be sent to you as an individual voucher with a unique barcode. You must print and take all barcoded tickets with you.
I have accidentally cancelled my tickets!
My friend is going to arrive earlier/later, can I give them their ticket ahead of time so they can go in without me?
Once I have been admitted, can I leave and come back later?
Early Alerts Service
What is EAS?
Application for EAS membership is currently closed.
I subscribe to the EAS. Why don’t I receive ALL alerts early?
Website and email issues
Why haven’t I received any emails from you recently?
I have one of your ticket links. Why doesn’t it work?
Why did my friend receive an offer for a show but I didn’t?
I’m having problems using PayPal. Can you help?
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