WEBSITE FAQ
1. How can I return or exchange tickets I have bought?
Please take into account that, as indicated during the purchase process, there will be no returns, exchanges or modifications of tickets once they have been acquired and paid for.
2. At what age do children have to pay for a ticket?
To find out at what age children have to pay for a ticket, please check the information for each show. This age depends on the show.
3. An error has appeared during the purchase process: “Please contact the merchant”?
This error message has appeared because your card does not have the 3D secure system activated. Without this system, you cannot make your purchase. To solve this, please contact your bank and request that they activate it (this is immediate and free). When this happens, the tickets are blocked for security reasons for approximately 60 minutes before being put back on sale. We cannot do anything to avoid this.
4. An error has appeared and when I enter the page again my seats are blocked out. How do I know if I have booked them?
You will need to check your bank account. If the purchase has been made successfully, there will be a transaction in our name and you will receive your tickets in the post, at the address provided during the purchase process. Otherwise, the tickets are blocked for security reasons for approximately 60 minutes before being put back on sale. We cannot do anything to avoid this.
5. My card has been charged but I have not received the tickets.
First, check your spam box; sometimes, our emails end up there. If it is not there, the email address entered during the purchase process might be incorrect. Please contact us by email at entradas@proactiv.es so that we can correct this and send you your tickets.
6. How can I unsubscribe from Proactiv?
We are sorry you have decided to unsubscribe. To process this, please send us an email to entradas@proactiv.es and indicate the reason why you want to unsubscribe.
7. Can I take photos?
You can take photos as long as they are for personal use and the camera does not block the view for other spectators, as may be the case with large cameras, tripods and other accessories.
8. Can I take food and drink into the venue?
We go by each venue’s rules, so please contact the venue or visit its website for more information.
9. What does “reduced visibility” mean?
Seats with reduced visibility are indicated during the purchase process. These seats may have lower visibility because they are at floor level, because there is a divider bar between different sections or even because there is a spotlight in front of the seats. These factors do not impede your ability to see the show, but they may be considered uncomfortable.
10. Are there areas for people with reduced mobility? How do I book these seats?
At all our shows, we have areas for people with mobility difficulties. These areas have a reduced price and can only be accessed by the person with reduced mobility and one companion.
11. Can minors go to a show alone?
All children aged under 16 years must be accompanied by an adult. Minors aged between 16 and 18 years must present signed authorization to say that they may attend the show alone. *Please consult the terms and conditions for each show.
12. Can I enter the venue with my baby’s stroller?
For safety reasons, strollers are not allowed in the tiered areas. We offer a free checkroom in the venue, where you can leave your stroller during the show.
13. Will they let me in if the show has already started?
The venue doors will remain open until an hour after the show started.
14. What time do the doors open?
Each show has its own schedule. Please consult the show’s specific information.
15. What time does the box office open?
The box office opening hours depend on the show. You can find this information in each show’s specific details.
16. Can I park near the venue?
Unfortunately, we do not manage the car park facilities, so we cannot offer any information regarding this. We recommend that you arrive at the venue with ample time to park.
17. Where can I pick up my tickets?
When the purchase process is complete, you will automatically receive an email from us, at the address provided by you. Should there be an issue with your tickets, we can resolve it at our box offices in the venue. We cannot resolve issues regarding purchases that have not been completed on our website. To solve this, please contact the relevant sales system.
18. Can I buy tickets in person?
We do not have any other physical point of sale except for the venue box office on the day of the show. However, we cannot guarantee that there will be seats left on the day of the show. Depending on the show, we might be able to indicate other points of sale, where you can buy tickets in person. Get in touch with us at entradas@proactiv.es.
19. Do I need to print the tickets in color?
There is no need to print your tickets in color. They can be printed in black and white, as long as the bar code is displayed correctly.
20. I would like to give tickets as a gift. Do you offer gift tickets?
Unfortunately, we do not offer this service. All our tickets show the ticket price. Moreover, tickets cannot be modified, as this could render them invalid.
21. Will there be merchandise at the show?
Official merchandise can be bought at any of our shows. You can pay in cash or by card.
22. Can I apply promotions after buying my tickets?
Unfortunately, as indicated during the purchase process, there will be no returns, exchanges or modifications of tickets once they have been acquired and paid for. It is therefore not possible to apply discounts after buying tickets.
23. There are more than 9 of us. Can I make a group booking?
Just get in touch with us on 902 731 944 (Ext. 205) or via email at grupos@proactiv.es and indicate which show you would like to see in which city, on which date, in which price zone and the size of the group.
