Help and contact

Answers about tickets, payment, the stadium and your trip, and how to reach us.

Quick help

How do I get my tickets?

By SMS and e-mail straight after you pay. They are also under My tickets: log in with the phone or e-mail you bought with.

My tickets didn't arrive

Check your spam folder, then log in under My tickets: they are always there. Bought as a guest? Use the link in your SMS.

Can I sit next to my friends?

Yes. Choose how many tickets, then "Find my seats": up to 4 side by side. Bigger groups get blocks close together, for example 4 + 2.

How long are my seats held?

10 minutes from Continue. The timer is on screen while you pay.

How can I pay?

Mobile money or card. You see the full total, with the processing fee, before you pay.

I was charged but have no tickets

Wait a few minutes: confirmation can take a moment. Still nothing? Contact us with the phone number that paid and the M-Pesa or card reference.

My payment failed

Your seats stay held for a short time. Try again, or pay another way.

Is the processing fee refunded?

The Terms of Use explain refunds and the processing fee. Read the Terms

Which gate do I use?

Your gate and entrance are printed on your ticket.

Can I leave and come back in?

No. There is no re-entry.

Where is my hotel voucher?

In your e-mail, and under My tickets → Trips.

Can I cancel my hotel?

If your rate has free cancellation, cancel from My trips before the date shown. After that the rate's own terms apply.

Can I change or cancel my flight?

Request it from your trip page. Our team checks with the airline; any fee follows the airline's fare rules.

Where do I meet for my experience?

The exact spot comes with your booking, with a Google Maps link.

How do I log in?

With the phone number or e-mail you bought with. We send you a 6-digit code — no password.

The code didn't arrive

Wait a minute and send it again, or use your e-mail instead of your phone.