#vibebasics

  • Why Vibe?

    Vibe is your fun and safe social marketplace. Whether you have tickets to sell or need to find a spare for an upcoming event, our app is here to help! It’s free to use and in comparison to other ticket resale sites, we don’t charge extortionate fees.

  • I’d like to buy tickets, how do I do it?

    Vibe puts you in touch with real fans. If you’ve missed out on tickets or decided to get to a last minute gig - we have your back! Simply download our free app (we are on iOS and Android) and start searching!

    Once you find the ticket you need, just open a chat with the seller to find out more details or make them an offer.

    If the seller accepts your offer, you will be directed to pay via PayPal, which is the safest way for both you and the seller.

  • I’d like to sell my spare tickets, how do I do it?

    Do you have spare tickets? Friends dropped out? Boyfriend cheated? Whatever the reason, Vibe can help connect you with someone who really needs your spares.

    Simply download our free app (we are on iOS and Android) and list your ticket for sale. If someone is interested, they will start a chat with you to find out some details or will make you an offer.

  • Can I list my tickets even if I am still waiting to receive them?

    Sure thing! However, we do advise that as a seller, you MUST inform the buyer before agreeing on the transaction.

    If the event is more than 180 days away from your transaction date, we strongly advise waiting to receive your tickets first, before making a transaction. PayPal Buyer & Seller Protection will only be valid for a period of 180 days.

  • Will I be charged for using the Vibe app, or incur charges for buying and selling tickets?

    Vibe is currently a free service. The seller will be charged a standard PayPal fee (3.4% + 20p when selling a ticket, which will automatically get taken from the money paid by the buyer).

  • What fees do I pay as a buyer?

    Vibe is currently free for buyers.

  • #functionality

  • I haven’t received my verification email, what should I do?

    If you haven’t received the verification email, we advise to check if you’ve registered a correct email address and check your spam folder. If you still can’t locate it, please drop us an email on help@vibetickets.co.uk so we can check this out for you right away.

  • I’ve made a mistake in my email address when registering, how do I change it?

    Not to worry, you can just re-register with the correct email address.

  • How do I update my profile?

    To complete or update your Vibe profile, go to the ‘profile’ button in the bottom left corner of your screen. The profile page will have all information about yourself displayed to other users, including all tickets you’ve sold, still selling or looking for.

    To update profile photo, simply click on the photo icon.

    To update banner photo, double tap anywhere on the banner.

    To update your bio, connect PayPal, add your location and social accounts, go to top right hand corner and click ‘settings’ button.

  • Can I leave a review?

    This feature is currently off, but keep your eyes peeled on our future updates for it’s comeback!

  • How do I sell a ticket?

    Simply list your tickets for sale via the ‘+’ in the top right hand corner on iOS and bottom right hand corner on Android.

    Don’t forget to enter all ticket details according to Vibe Tickets T&C’s. Ticket listing should include ticket type, seat numbers and any terms and conditions that may restrict this ticket from sale or lead the buyer being unable to use them.

  • How do I buy a ticket?

    Simply click on the ticket listing and Make an Offer. If the seller accepts your offer, you will be notified. To make a payment, click on the notification where the seller has accepted. This will direct you to pay securely via PayPal.

  • How do I set up an alert?

    Simply search for an event/artist/city in the search bar and click on the ‘bell’ icon on the right hand side. Posting a ‘wanted’ ad will automatically set an alert for you.

  • How do I remove an alert?

    To remove the alerts, go to ‘more’ > alerts > swipe left to delete.

  • How do I know that a user is an Admin?

    Vibe Admins will have an orange badge present in the right hand corner of their profile.

  • How do I know the seller has verified their PayPal?

    Every user who has connected PayPal will have a badge in the right hand corner of their profile.

  • How do I connect PayPal to my profile?

    You will be asked to connect your PayPal when listing your spare tickets for sale. Alternatively, you can connect your PayPal account when editing your Profile.

  • My PayPal won’t connect to my Vibe account, what should I do?

    Please make sure that your account is verified with PayPal and does not have any restrictions - before connecting it to your Vibe account. You can find out more about PayPal verification here. If you are still experiencing problems, please drop us an email on help@vibetickets.co.uk.

  • I have received an abusive message from another user, I would like to report the user, please advise me on what steps to follow.

    Drop us an email on help@vibetickets.co.uk and we will check out the user’s profile. You can also report or block the user from within the app.

  • How do I report a user?

    Profile of the user you’d like to report > settings button in the top right hand corner > report user.

  • How do I report a ticket listing?

    Ticket listing > settings in the top right hand corner > report listing.

  • Why has my listing been removed?

    'For Sale' listings are removed automatically at midnight (GMT) on the date of the event. 'Wanted' listings are removed after a maximum limit of 30 days. Tickets to charity events are not permitted for resale in the app and will be removed by Admin.

  • Why has my account been suspended?

    We want our app to be a safe and fun place for everyone. If we find that a user infringes our Terms and Conditions, we may need to suspend their account. If you feel that your account has been suspended by mistake, please email help@vibetickets.co.uk.

    Common reasons why we would suspend an account:

    • Fraudulent activity
    • Asking for an ‘unsafe’ payment method (BACS) repeatedly
    • Harassment or abuse towards another user
  • How do I close my account?

    Please email help@vibetickets.co.uk with your name and email you’ve used to register. We will not close your account if you have any pending transactions.

  • #cancelled

  • The event i’m attending has been rescheduled, what happens next?

    Please get in touch with us on help@vibetickets.co.uk if you have sold or bought tickets for a rescheduled event.

    If the event you’re going to has been rescheduled, you should find out the conditions of validity of those tickets. If the tickets are valid for the new date:

    • And the buyer would like to attend the new date, then no further action is needed.
    • But the buyer cannot make the new date + the event organisers are offering refunds + buyer would like to apply for this refund, then they must return the tickets to the seller, who then needs to apply for a refund on buyer’s behalf.

    If the tickets are not valid for the new date:

    • Then these tickets must be returned to the seller, in order to be exchanged for new ones.

    Always keep in touch between each other, in case any further information or changes come up prior to the event. If you cannot get in touch with the buyer or seller, please drop us an email on help@vibetickets.co.uk.

  • The event i’m attending has been cancelled.

    Please get in touch with us on help@vibetickets.co.uk if you have sold or bought tickets for a cancelled event.

    If the event has been cancelled, most events will refund the original buyer of the tickets. The seller then must refund the buyer accordingly.

    Some events may require the buyer to return the tickets to original purchaser, so they can apply for a refund.

    If the event organiser does not issue a refund, the seller will not be required to refund the buyer.

    If you cannot get in touch with the buyer or seller, please drop us an email on help@vibetickets.co.uk.

  • #security

  • Can you ensure that all profiles are legit?

    Ultimately the power is in the people’s hands. Vibe is a completely peer-to-peer service. We offer a two way verification process through email and mobile number. To ensure we only have legitimate users, we permanently have someone sifting through any new Vibe profiles to check for authenticity and anything that seems unusual.

  • How can I buy safely?

    Make sure that you get all the necessary ticket info from the seller - including ticket confirmation. If you are in doubt, you can ask the seller to take a photo of the tickets with today’s date and your name. Do not pay via a bank transfer or PayPal Friends and Family - you will NOT receive buyer protection.

  • How can I sell safely?

    We strongly advise that all transactions are completed within the app to ensure that you receive seller protection. As a seller, you need to make sure that the tickets are sent to the address provided by PayPal and provide a tracking number in order to receive full protection. Always use recommended delivery method and obtain proof of postage and delivery, incase of a dispute.

  • Are my chats monitored?

    We may monitor chat messages in real-time and offline and if we feel that buyers or sellers are acting suspiciously we may intervene. Your personal data will be kept and used according with Vibe Tickets' Privacy Policy.

  • A user is acting suspiciously, what should I do?

    We would like everyone to feel safe in our app, so if you spot someone acting suspiciously, please report it to our team via help@vibetickets.co.uk, so they can do necessary checks.

  • What shipping method should I use to post the tickets?

    We strongly advise using Royal Mail Special Delivery Guaranteed service. This delivery method is tracked, requires a signature and offers up to £500 for loss or damage. You MUST provide the tracking number on your PayPal transaction in order to receive seller protection. Find out more about this service.

  • #payments

  • What method of payment should be used to buy and sell tickets in the Vibe app?

    We advise that all our users complete payment via PayPal Goods & Services, which is now integrated in the app. Paying via a BACS (Bank Transfer) or outside of the Vibe Tickets app will mean that you will not get any buyer/seller protection, if anything goes wrong. Learn more about PayPal Buyer & Seller protection here.

  • I don’t have PayPal. Can I still sell tickets in this app?

    Our app requires all sellers to be verified by PayPal to ensure that every transactions is safe for both, buyer and seller.

  • When do I get paid if I sell my spare tickets?

    Straight away! (Providing that your PayPal account isn’t limited or you are new PayPal user).

  • I haven't received my payment.

    The seller should receive the funds into their account straight away. However, in certain instances the funds may not reach your account:

    • Incorrect PayPal email has been used.
    • Your PayPal is new, so the funds will not be available to withdraw for 21 days.
  • My tickets haven’t arrived, what should I do?

    If your tickets haven’t arrived, you should contact the seller directly through chat. If the seller does not reply or you cannot find a resolution, please drop us an email on help@vibetickets.co.uk so we can have a look into this for you.

  • My tickets haven’t arrived/turned out to be fake/are damaged, can I get a refund?

    If you’ve paid via our app - you are entitled to Buyer Protection. If there is a problem with your transaction, please report this immediately to our customer service team through help@vibetickets.co.uk and raise a dispute with PayPal.

  • How do I open a dispute in PayPal?

  • Where can I get more information on PayPal Buyer and Seller Protection?

  • #meeting

  • I am meeting to exchange physical tickets in person.

    Meeting in person to hand over physical tickets is free and more convenient for both buyer and seller. However, if you are meeting face to face, you are risking not receiving buyer and seller protection. If something goes wrong, PayPal will ask you for solid evidence of delivery/collection, which is not easy to get if you are meeting to exchange.

    If you still decide to do the ticket exchange face to face, you should follow these steps to ensure your safety:

    • Never go alone. Always bring a friend and let others know where you will be meeting.
    • Meet in public places only. Preferably, somewhere with a CCTV. Never agree to meet someone at their home or invite them to yours.
    • Check that the tickets match the description and are not damaged.
    • Ask for proof of delivery. If you are the seller, ask the buyer to send you a message in Vibe app confirming that they received the tickets and when. As a buyer, make sure that you send a message to the seller and ask them to reply to confirm.
  • #customerservice

  • Is there any customer service?

    Get in touch with our Customer Care team at any time of the day by emailing help@vibetickets.co.uk. Or you can always drop us a tweet on @HelpMeVibe or contact us via live chat on www.vibetickets.co.uk.

  • What are your customer service hours?

    Our customer care team are on hand - Monday to Friday 9am to 5pm.