Help & Support
Answers to common questions. Can't find yours? Write to [email protected] with your order details, and we'll get back to you.
Buying Tickets
How do I buy tickets?
Open a place, film, play or event, choose the date, time and tickets (or seats), and pay with Apple Pay or a card. You can buy up to 10 tickets in one order. Your places are held for 15 minutes while you pay.
What will I pay?
The venue's official price. Where a venue doesn't pay us a commission, a small service fee is added per paid ticket; it's shown in the price and at checkout before you pay.
A time is sold out. Can I wait for a place?
Yes, with Passap Premium. Tap Notify Me on the sold-out time, and we'll send a notification if a place frees up. It isn't held for you: the first person to book it gets it.
Tickets in Apple Wallet
Where are my tickets?
In the app under your orders, and in Apple Wallet: each ticket is its own pass with the venue's barcode. Show the pass at the entrance. Screenshots may not work, so keep the pass in Wallet.
Why does my pass say it's no longer valid?
The order was refunded or the performance was cancelled. Wallet updates the pass by itself, so it can't be used by mistake.
Sharing with Friends
How do I send tickets to my group?
Share the whole order or a single ticket from the order in the app. Anyone with the link can open it on an iPhone and add their ticket to Apple Wallet. The link stops working a day after the visit, and you can switch it off at any time.
Can I put a ticket in a friend's name?
Yes. Add the friend in Profile, then give them a ticket before the visit. If their email is the one their own Passap account signed in with, the ticket also appears in their app. You can take it back until the visit starts.
Refunds and Cancellations
Can I cancel an order?
An order you haven't paid for yet can be cancelled in the app or on passap.co.uk, and its places go back to the venue. Once tickets are issued, the venue's rules for your ticket type decide whether, and until when, you can get a refund; see the Refund Policy.
When do I get money back automatically?
If you paid but the venue couldn't confirm your tickets, the whole amount is refunded automatically. If the venue cancels a performance you booked, we'll tell you and refund you. Refunds go back to the card, Apple Pay or Google Pay you paid with. The details are in the Refund Policy.
Gift Cards and Promo Codes
How do I buy and send a gift card?
In the app, open Profile, then Gift Cards (on the web: passap.co.uk/app/gifts). Pick an amount, add the recipient's name and a message, and pay with Apple Pay, Google Pay or a card. You can choose a day for it to open. You get a link and a code to send; until that day the link only says a gift is on its way.
How do I redeem a gift card?
Open the gift link and tap Add to My Balance, or enter the code under Gift Cards. You need to sign in. The amount goes to your gift card balance, and a card can be redeemed only once.
How do I pay with my balance?
At checkout, tick “Use my gift card balance”. It pays as much of the order as it covers, and you pay the rest by card. If the balance covers everything, there's nothing more to pay. If the order is refunded, the balance part goes back to your balance.
How long is a gift card valid?
3 years from the day it was bought. The date is on the card and next to your balance. A gift card can't be exchanged for cash. The Terms of Use have the details.
How do I use a promo code?
Enter it in the promo code field at checkout before you pay. One code per order. The discount comes off the tickets, not the service fee, and shows as its own line. If the code doesn't apply, checkout tells you why. See Promo codes in the terms.
Smart Plan
What is Smart Plan?
Type or say one sentence, like “a film and a play tomorrow evening”. Smart Plan asks up to three quick questions about what's missing, then plans real sessions that are on sale in your city.
What happens to what I type or say?
Your sentence is read by Claude, Anthropic's AI. A voice request is turned into text first, by OpenAI, xAI or Passap's own computer. We don't keep recordings. The Privacy Policy has the details.
Your Account
How do I delete my account?
In the app, open Profile, then your details, then Delete Account. Your account, friends, saved cards, follows, alerts and shared links are deleted right away. This can't be undone.
How do I contact you?
Email [email protected]. For an order, include the place and date of the visit.