What you should know before you go?
What is a Health Check?
Are refunds being offered for events whose entry requirements have been updated to include vaccinations or testing?
Who decides if a Health Check is required?
Is Ticketmaster requiring proof of vaccination or a negative COVID-19 diagnostic test for entry?
How will I know if the event I am going to requires vaccination or a negative COVID-19 diagnostic test?
I have received my first COVID-19 vaccination dose, will my first dose vaccination card be accepted at entry?
How soon to the event date should I take a COVID-19 diagnostic test?
Who will check vaccination status or negative COVID-19 diagnostic test at the entry?
Is my health information protected?
Does every attendee need to pass the Health Check?
As the ticket purchaser, am I certifying all individuals in my party attending the event will meet the requirements specified by the Event Organizer?
A member of our group is under 12 years of age and is ineligible for vaccination, can he/she still attend an event requiring vaccination?
I am ineligible for vaccination due to underlying health conditions, am I unable to attend an event requiring vaccination?
What if I can’t get the vaccine for religious reasons?
Are Event Organizers requiring a specific type of COVID-19 diagnostic test?
Will I have to wear a mask?
Will event staff follow the same Health Check protocol as fans?
Will staff be required to wear masks?
What happens if I fail the Health Check at the event?
What if I would rather get a refund than follow the Health Check protocol?
What are my options if I am unable to attend because I have been exposed to a positive COVID-19 case or am experiencing COVID-like symptoms?
What you should know before you go.
Before you purchase your ticket or head to an event, it is important to understand the health guidelines and entry requirements many Event Organizers have adopted to ensure the safe return of live events. Below, you will find the information you need regarding new COVID-19 event protocols.
What is a Health Check?
Health Checks are safety protocols instituted by Event Organizers to help reduce attendee exposure to COVID-19. Ticketmaster does not set or control Health Check guidelines, which is why different events you see in our marketplace may have different protocols. While specific requirements vary across venues and events, some common measures may include, but are not limited to: proof of full vaccination against COVID-19, proof of a negative COVID-19 diagnostic test result prior to entering the event, a rapid onsite COVID-19 test, or participating in a brief health questionnaire. Please check the Event Organizer’s website (usually the venue’s site) for event-specific details.
Are refunds being offered for events whose entry requirements have been updated to include vaccinations or testing?
Refund guidelines are determined by individual Event Organizers. To find out if the Event Organizer is allowing refunds for your event, you will need to follow the steps below:
- Log in to your online account.
- Click "My Tickets" to get to your "My Events" Page.
- Click the "See Details" button to the right of your order.
- If the Event Organizer is offering refunds for your event, a “Request A Refund” button will appear within your Order Details.
* If refunds are available for your event, your refund request will be processed to the original method of payment used at time of purchase, once funds are received from the Event Organizer, which is usually completed within 30 days.
Who decides if a Health Check is required?
In partnership with local health departments and government guidelines, the Event Organizer (those who provide events, such as artists, venues, teams, fan clubs, promoters, and leagues) monitors local COVID-19 trends and determines if Health Checks will be required to attend an event. In some instances, an Event Organizer may choose to exceed protocols mandated by local governments. Check your Event Organizer’s website regularly for updates as guidelines are subject to change. You may also see some of these protocol details in event information on Ticketmaster, but we do not control or set the guidelines.
Is Ticketmaster requiring proof of vaccination or a negative COVID-19 diagnostic test for entry?
No, Ticketmaster does not set or control Health Check guidelines. Certain Event Organizers are opting to require entry qualifications for fans to attend their event. Additionally, some state and local governments are mandating Event Organizers to require health checks at entry. Information regarding the specific Health Check requirements for your event can be found on the Event Organizer’s website (usually the venue’s site) and may also be located on the event page.
How will I know if the event I am going to requires vaccination or a negative COVID-19 diagnostic test?
Fans should regularly check the Event Organizer’s website (usually the venue’s site) for updated details regarding potential Health Check requirements. Additionally, some Event Organizers may state Health Check entry requirements on their event page on Ticketmaster and include Health Check information in confirmation emails and pre-event day notifications. Some Event Organizers updating Health Check requirements after the initial sale may send ticketholders an updated notification alerting them to the change in entry qualifications. Check your Event Organizer’s website regularly for updates as guidelines are subject to change.
I have received my first COVID-19 vaccination dose, will my first dose vaccination card be accepted at entry?
Most Event Organizers requesting proof of full vaccination for entry require the last vaccination dose to be administered at least two weeks prior to the event date. Please check the Event Organizer’s website (usually the venue’s site) for event-specific Health Check requirements.
How soon to the event date should I take a COVID-19 diagnostic test?
Many Event Organizers require proof of a negative COVID-19 diagnostic test 48 to 72 hours prior to the event date. Timeframes for accepted tests may vary. Please check the Event Organizer’s website (usually the venue’s site) for specific Health Check guidelines pertaining to your event. Use this helpful resource to get COVID-19 and self-assessment information specific to your province or territory.
Who will check vaccination status or negative COVID-19 diagnostic test at the entry?
This process will differ from event to event. Most Event Organizers will designate personnel to check vaccination cards and/or negative COVID-19 diagnostic test results.
Is my health information protected?
Ticketmaster does not store or have access to information related to your Health Check. In some cases, the Event Organizer may require you use a third-party app like CLEAR to validate your identity in relation to your Health Check, in which case you would need to read their privacy policy for more information.
Does every attendee need to pass the Health Check?
In most cases all attendees, regardless of age, will need to pass the Health Check requirements. Please check the Event Organizer’s website (usually the venue’s site) for event-specific details.
As the ticket purchaser, am I certifying all individuals in my party attending the event will meet the requirements specified by the Event Organizer?
Yes. As the ticket purchaser, you certify all members of your party will follow the Health Check requirements specified by the Event Organizer.
A member of our group is under 12 years of age and is ineligible for vaccination, can he/she still attend an event requiring vaccination?
Most Event Organizers requiring Health Checks will ask unvaccinated fans under 12 years of age to provide proof of a negative COVID-19 diagnostic test prior to entering the venue. Check your event page or the Event Organizer’s website (usually the venue’s site) for specific diagnostic requirements or entry protocols related to this age group. Use this helpful resource to get COVID-19 and self-assessment information specific to your province or territory.
I am ineligible for vaccination due to underlying health conditions, am I unable to attend an event requiring vaccination?
Most Event Organizers requiring Health Checks will ask unvaccinated fans over 12 years old with a valid medical restriction & medical note to take a COVID-19 diagnostic test and provide proof of negative result prior to entering the venue. Check your event page or the Event Organizer’s website (usually the venue’s site) for specific diagnostic requirements. Use this helpful resource to get COVID-19 and self-assessment information specific to your province or territory.
What if I can’t get the vaccine for religious reasons?
Most Event Organizers will make accommodations for fans with religious exemptions to attend their event if they provide printed proof of a negative COVID-19 diagnostic test prior to entering the venue. Check your event page or the Event Organizer’s website (usually the venue’s site) for specific diagnostic requirements. Use this helpful resource to get COVID-19 and self-assessment information specific to your province or territory.
Are Event Organizers requiring a specific type of COVID-19 diagnostic test?
Many Event Organizers require proof of either a negative PCR or antigen COVID-19 diagnostic test. Please also check your Event Organizer’s website (usually the venue’s site) for specific diagnostic requirements. Federal guidelines mandate that COVID-19 tests be free so they are accessible to everyone. Use this helpful resource to get COVID-19 and self-assessment information specific to your province or territory.
Will I have to wear a mask?
Depending upon local health departments and government guidelines, Event Organizers may either require or encourage guests to wear a mask, regardless of vaccination status. For those events where masks are required, all attendees - regardless of vaccination status - will be expected to wear a mask at all times, except while actively eating or drinking. For events where masks are encouraged, all attendees - regardless of vaccination status - will be encouraged to wear a mask except while actively eating or drinking. Check your event page or the Event Organizer’s website (usually the venue’s site) for health protocols specific to your event.
Will event staff follow the same Health Check protocol as fans?
Most Event Organizers require venue staff, vendors and concessionaires to follow the same onsite Health Check requirements as fans. Check the Event Organizer’s website (usually the venue’s site) for health protocols specific to your event.
Will staff be required to wear masks?
Many Event Organizers are requiring staff to wear masks. Check the Event Organizer’s website (usually the venue’s site) for health protocols specific to your event.
What happens if I fail the Health Check at the event?
It’s up to the Event Organizer’s discretion whether refunds will be offered for a failed Health Check. Ticketmaster does not set these guidelines, please contact your Event Organizer directly to understand their specific refund policy prior to purchase. In addition, most events will give you the option to purchase Allianz ticket insurance when you buy your tickets on Ticketmaster, which may entitle you to a refund. This provides an extra layer of protection if you have one of the covered illnesses (including COVID-19 where applicable) and can no longer attend. Learn more about event ticket insurance here.
What if I would rather get a refund than follow the Health Check protocol?
Refund guidelines related to updated COVID-19 health protocols are determined by individual Event Organizers. For most events, you will receive additional information regarding your specific event via email prior to the event date.
What are my options if I am unable to attend because I have been exposed to a positive COVID-19 case or am experiencing COVID-like symptoms?
Refund guidelines are determined by individual Event Organizers. As an added level of comfort, fans may want to consider purchasing event ticket insurance. Additionally, for events where the Event Organizer is not offering COVID-19 related refunds, fans may want to consider other options that Event Organizers may make available, such as selling or transferring tickets in advance of the event. Learn more on how to sell your tickets may be found or how to transfer your tickets.