Welcome to viagogo
Help Centre
Receiving tickets
- When will I receive my tickets?
- How do I download my e-tickets?
- How do I find tickets I've already downloaded?
- I'm Travelling - where and when will I receive my tickets?
- How do I change my delivery address?
- Where and when do I pick up my tickets?
- Can I pick up my tickets instead of having them shipped?
- Why is the price printed on the ticket different to what I paid?
- Why do my tickets have someone else’s name on them?
How do I find tickets I've already downloaded?
Computer/Laptop
Apple Device (iPhone/iPad)
If you downloaded your e-tickets on your Apple device using the “Save to Files” option, you should search for them in the “Files” app. Depending on your device settings, there are different locations within the “Files” app where the e-tickets could have been saved to. These are “My iPhone”, “iCloud Drive” or possibly other cloud drives you may have set up on your device.
Android Device (phone/tablet)
- Open the file manager on your desktop/laptop device (if you are using a Windows device it is called “File Explorer”. If you are using a Mac it is called “Finder”).
- Type your Order ID into the search bar. Since the e-ticket file name contains your Order ID, you should be able to locate the file in the search results.
- If you have followed steps 1-2 and are still unable to locate your e-tickets, then you may have renamed the file when you originally downloaded it.
- To manually search for your e-ticket file, locate the “Downloads” folder (usually on the left-hand side of the window).
- Double click to open the folder. You should be able to locate the renamed file containing your downloaded e-tickets within this folder.
Apple Device (iPhone/iPad)
If you downloaded your e-tickets on your Apple device using the “Save to Files” option, you should search for them in the “Files” app. Depending on your device settings, there are different locations within the “Files” app where the e-tickets could have been saved to. These are “My iPhone”, “iCloud Drive” or possibly other cloud drives you may have set up on your device.
- Locate the “Files” app on your iPhone or iPad home screen. It's the blue-and-white folder icon on your home screen and/or in the Productivity & Finance section of the App Library.
- Tap “Browse” at the bottom-right corner. If you're already on a screen that says “Browse” at the top, you can skip this step.
- Under the “Locations” header, tap “On My iPhone” to open the folder. If your e-tickets were saved to “My iPhone” you should see them right here. If you don’t see your downloaded e-tickets, continue to the next step.
- If you don’t see your e-tickets here, they may be saved in the “Downloads” folder. This is typically where you'll find downloaded files, such as PDFs and documents.
- Tap the “Downloads” folder under “On My iPhone”. It's the blue folder with a downward-pointing arrow at its centre.
Note: if you don’t see the “Downloads” folder, click the “Browse” button on the top left corner to go back to the previous screen. From here, you may see the folder under “Favourites”. Alternatively, tap the search bar under the “Browse” header and type “Downloads” to locate the folder.
If your tickets were saved to “Downloads” you should find them here. If you still don’t see your downloaded e-tickets, continue to the next step. - If you did not find your e-tickets after completing steps 1-5, the tickets might be saved under “iCloud Drive”. To search in this location, click the return button on the top left corner of your screen until you return to the “Browse” screen.
- Under the “Locations” header, tap “iCloud Drive”. If your tickets were saved to this location, you should see them right here. If you still cannot locate your e-tickets, continue to the next step.
- If you have followed all of the above troubleshooting steps and are still unable to locate your downloaded e-tickets, you can try searching for the file directly. First, return to the “Browse” screen by clicking the button on the top left corner of your screen.
- Tap the search bar located under the “Browse” header and type your Order ID. Since the e-ticket file name contains your Order ID, you should be able to locate the file in the search results.
Android Device (phone/tablet)
- Open the app drawer on your Android. This is the full list of apps on your device. You can usually open it by tapping the icon with 6 to 9 dots at the bottom of the home screen, or by swiping up on the home screen.
- Locate the file manager app. This is where all your files are stored. Depending on your device, it may be called “Downloads”, “My Files”, or “File Manager”. Tap the icon to open the app.
- Locate the “Download” folder (you may have to scroll down to find it). This folder contains everything you’ve downloaded to your Android. Tap the folder to open it. In here, you can scroll through all of your downloaded files and locate your e-tickets.
- If you have an SD card, you may see two separate “Download” folders—one for your SD card, another for internal storage. Depending on your settings, your e-tickets may be saved in either of these locations, so check both.
- If you fail to find the downloaded file using the steps above, simply type your order ID into the search bar in the file manager app. As the e-ticket file name contains your Order ID, you should be able to locate the file in the search results.
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