Odenza Marketing Group

Given the ongoing outbreak of COVID-19 (Coronavirus), we want to provide as much clarity as possible on how this impacts your tickets.

What if I want to order new tickets?  

Currently, due to the COVID-19 outbreak and the uncertainty of when events will resume, no new ticket orders are being accepted at this time. We apologize for any inconvenience and ask that you check back at a later time.

I'm worried about my event being affected by COVID-19 coronavirus, what should I do?  

We are currently seeing a high volume of event cancellations. To allow us to help as many fans as possible, please do not reach out with a refund request, as they will be processed for events that meet the criteria. For more details on our specific policies, please read below. If for any reason you are no longer able to attend an event, you always have the option to re-list them on the Secondary Market or give them away once the event is rescheduled so that another fan can attend.

How will I know about cancellations or postponed events?  

As much as we wish we could control when events are canceled or postponed, these decisions are made by the venue or artist. We suggest checking the website or social media channels of the artist or venue. We'll email you if an event has been postponed or canceled.

What's the difference between a canceled or postponed/rescheduled event?  

When an event is officially rescheduled or postponed, this means that it is taking place on a new date. When an event is officially canceled, it does not happen and there is no rescheduled date.

What happens to my refundable security deposit? (if applicable to your program)  

If your event is either canceled or postponed we will offer you replacement tickets to an alternate event. Your deposit will still be refundable once the new event takes place.

+ Reduced Capacity Events

Due to the impact of COVID-19, many events will now be occurring under reduced-capacity guidelines. These guidelines are intended to prioritize fan, player, and performer safety and may vary based on event type, location, and venue.

We appreciate your patience and cooperation as the situation continues to evolve.

What to know before you go:

  • Double-check with the venue you’re visiting for specific attendance requirements. Venues may have varying requirements depending on location or the type of event or venue. We strongly encourage you to contact them before going to make sure you’re prepared!
  • Bring your smartphone. Many venues will be going mobile-only to reduce contact this season, so you’ll want to have your phone so you can display your tickets.
  • There’s a chance you could be relocated. We know it’s not ideal, but in order to put yours and others safety first, venue staff may ask you to relocate in order to adhere to COVID safety guidelines.
  • Don’t forget your mask!

+ How do I accept and access tickets sent through AXS?

Some venues or events require their tickets to be delivered via a third-party service like AXS. As the event draws near, you will receive an email prompting you to accept your tickets. AXS tickets are delivered within 24-48 hours of the event.

After following the instructions provided, your ticket will be displayed as a digital barcode in the AXS app. The event staff will scan this digital barcode to let you and your party into the event.

  • Click the link in the email from AXS prompting you to claim your tickets and create an account using the same e-mail address you provided when you placed your order.
  • Once you're logged into the AXS app, your tickets will be shown as a digital barcode in the "Your Events" tab of your AXS account.

+ How do I accept and access mobile transfer tickets using the MLB Ballpark app?

Many MLB teams require their tickets to be transferred through the home team’s mobile ticket account manager or the MLB Ballpark app. You will receive an email invite that will prompt you to download the MLB Ballpark app. Then you'll need to create an account in the MLB Ballpark app using the same email address you provided for your ticket order at checkout.

After you have created an account with the MLB Ballpark app, you will need to link the account with that home team’s ticketing account manager which is automatically created with your email once the transfer is sent to you. Once your account is linked, you'll be able to display the tickets from within the MLB Ballpark app!

+ MLB Reduced Capacity Changes

As you may be aware, there have been a number of recent announcements from various MLB teams regarding reduced-capacity games.


The MLB has allowed each team to make their own safety protocols regarding fan attendance based on that team's home field capacity and local government regulations. We highly recommend that anyone attending an MLB game take a look at the home team or venue's current policies.
Stay tuned to MLB.com and each club’s site for more details, as policies continue to evolve throughout the year.
These decisions are being made with fan safety in mind, and we sincerely appreciate your patience as the situation evolves.

What to know before you go:

  • Double-check with the venue you’re visiting for specific attendance requirements. Venues may have varying requirements depending on the state they are located in or the type of venue. We encourage you to check their website before going to make sure you’re prepared!
  • Bring your smartphone. Many venues will be going mobile-only and using the MLB Ballpark App to reduce contact this season, so you’ll want to have your phone so you can display your tickets.
  • Check your venue's cash policy. Since many venues are going cashless to mitigate contact, make sure to double check whether your venue is accepting cash for concessions, or solely accepting cards/apps for payment.
  • Don’t forget your mask! Fans attending baseball games at this time are required to wear face coverings; don't forget to check venue specifications and requirements regarding masks.
  • You may be required to take a Covid-19 Symptoms and Exposure survey before attending your game. Usually this survey will be sent by text or email, but we encourage you to check your venue's website beforehand to make sure you're set to go!

+ How do I accept and access mobile transfer tickets for NCAA football?

This season, your team will be using mobile transfer tickets for entry to the venue. Mobile transfers are tickets that are delivered via an email or link and need to be presented from your phone. Once you’ve purchased tickets you’ll be emailed a link to access these tickets and add them to your Apple or Google wallet.

There's no need to worry if you don't receive your tickets right away. As the game draws closer, venues generate the barcodes for each ticket. The seller will transfer your tickets to you as soon as they receive them from the venue.

+ How do I accept and access US Open tickets?

The tickets for this year’s US Open will be delivered via as mobile transfers via a third party service. This means that if the delivery method of your ticket was labeled as electronic you will be receiving a mobile ticket that can be scanned from your phone.

Your tickets will be sent to the email address used at checkout as a mobile transfer. In order to view and scan your tickets, you will need to access them on your mobile device through either the Ticketmaster USTA account manager on the mobile web or the official USTA App.

We recommend accepting your tickets as soon as you see they have been made available to you. In most instances, you will be receiving your tickets via a direct mobile transfer.

+ NFL Reduced Capacity Changes

We’re aware of the recent announcements from various NFL teams regarding reduced-capacity games for the upcoming season. While some teams have made their new plans public and announced that existing orders will be cancelled, some are still in the process of determining which path they will take in order to keep every game safe. If you have a ticket order that is affected by this situation please contact our customer service team.

+ NBA Reduced Capacity Changes

As you may be aware, there have been a number of recent announcements from various NBA teams regarding reduced-capacity games for the upcoming NBA preseason and regular season spanning from December 2020, through 2021. While some teams have made their new plans public and announced venue-specific regulations, some are still in the process of determining which path they will take in order to keep every game safe. These decisions are being made with fan safety in mind, and we sincerely appreciate your patience as the situation evolves.

What to know before you go:

  • Double-check with the venue you’re visiting for specific attendance requirements. Venues may have varying requirements depending on the state they are located in or the type of venue. We encourage you to check their website before going to make sure you’re prepared!
  • Bring your smartphone. Many venues will be going mobile-only to reduce contact this season, so you’ll want to have your phone so you can display your tickets.
  • Check your venue's cash policy. Since many venues are going cashless to mitigate contact, make sure to double check whether your venue is accepting cash for concessions, or solely accepting cards/apps for payment.
  • Don’t forget your mask! All fans attending NBA games this season are required to wear face coverings.
  • You may be required to take a Covid-19 Symptoms and Exposure survey before attending your game. Usually this survey will be sent by text or email, but we encourage you to check your venue's website beforehand to make sure you're set to go!

+ All Broadway shows have been canceled or suspended, will I get a refund?

On March 12, 2020 all Broadway went dark and performances have been suspended until May 2021. If you have tickets to a show that is cancelled, we are able to provide you with replacement tickets to an alternate event. Please note that some tickets to shows on or after September 6th may still valid for entry for a future rescheduled date, and will not be refunded. Our Customer Service team can assist with this. We know that this is a confusing and frustrating time for everyone involved. We are hoping all shows will be rescheduled when everyone is healthy and safe.