To protect account security and prevent abuse, you may be asked to complete a security check. We do this as part of our efforts to help give real fans — not bots — a fair shot at getting tickets.
If you are asked to complete a security check, you'll need to provide the requested security information using Persona. Persona is an industry-leading identity verification platform trusted by major companies across financial services, e-commerce, and technology. Ticketmaster runs security checks with Persona as part of our efforts to protect fans from bots or scalpers. When Ticketmaster prompts a security check, Persona quickly confirms the buyer is a real person. Persona uses encrypted, secure technology to confirm your identity. Persona is independently certified (SOC 2 Type 2, ISO 27001, and NIST 800-63 IAL2) and is GDPR and CCPA compliant. For more information visit Persona’s Privacy Policy and Ticketmaster’s Biometrics Privacy Notice.
Getting Ready for Your Security Check
How do I get ready for a security check?
We recommend you complete the security check on a mobile device and that you stay on one device for the entire process. Using multiple devices or multiple browser tabs may cause your submission to not be accepted. Please be prepared to take a live photo of yourself and in some cases also upload an official photo ID to complete this check.
Acceptable photo IDs include, but are not limited to, a driver's license, state ID, or passport. Most government ID types are accepted. When an ID is required, Persona compares the photo on your ID to your selfie to confirm the ID belongs to you, and checks that the ID is genuine.
To help verify your account's security check, please make sure the legal name on your Ticketmaster profile matches your ID. Go to Profile Details in your Ticketmaster Account to make any changes, along with confirming your phone number and email are up to date.
Have your photo ID ready and be located in a place where you can take a photo before you tap the Verify button.
If I’m under 18, do I need to complete the security check?
Fans under 18 who are prompted to complete the security check will need to get a parent or legal guardian to complete the check on their behalf.
I’m buying tickets for someone else. Whose photo or ID is this supposed to be?
The security check must be completed by the account holder signing up for the presale.
What do I do if I receive a device camera permissions error for the security check?
To complete the security check, you’ll need to use a device with a camera. You can enable camera permissions for the security check by following these steps:
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- In the Settings app, go to Privacy & Security.
- Select Camera.
- Enable the browser that you are using on your device.
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- In your Settings, go to Security & Privacy.
- Select the Privacy section and tap Permission manager.
- Tap Camera and select the app or browser you are using and choose "Allow only while using the app" or "Ask every time.”
Your Data and Privacy
How do you use my data?
Persona does not share your personal data with third parties except to the extent necessary to perform identity verification and prevent fraud and abuse.
How long do you hold on to my data?
For successful verifications, Persona retains your biometric data for no more than 60 days. For unsuccessful verifications, Persona may retain your biometric data for up to three years for fraud prevention purposes.
Why am I being asked to complete a security check when signing in?
We may ask some fans to complete a security check when signing in to their Ticketmaster Account to help protect account security and confirm that the account belongs to a real fan, not a bot.
How do I complete the security check?
If you're asked to complete the security check when signing in, you'll need to provide a live selfie and a photo of your government-issued ID. Acceptable photo IDs include, but are not limited to, a driver's license, state ID, or passport.
What happens after I complete the security check?
You will receive an update on your submission immediately. If your information is confirmed, you'll be able to sign in and use your account as normal.
What if I don't complete it or my security check fails?
If the security check isn't completed or is unsuccessful, you won't be able to purchase new tickets from your account.
What if the security check doesn't load or times out?
If the check doesn't load or times out, please try again after a few moments.
Why am I being asked to complete a security check?
You may receive an email to complete a security check if our systems detect suspicious behavior. To keep your account secure, we need to confirm you're a real person. We do this as part of our efforts to help give real fans — not bots — a fair shot at getting tickets.
How do I complete the security check?
If you receive an email from Ticketmaster requesting a security check, click the secure link to begin the process. The process will typically take less than two minutes.
What happens after I complete the security check?
In most cases, if you pass your security check, we will notify you immediately and your account access will be restored. In some cases, we may do a further review of your submission and will notify you of your account status within 5-7 days.
What if I don't complete the security check or my check fails?
If you don't complete the security check or your check fails, your account may remain restricted. Please see the email communication sent to you for details on security requirements to retain your tickets and full account access.
What if my link expired?
If you received the link to your security check through email and it has expired, your account has been permanently restricted from making new purchases.
Why am I being asked to complete a security check?
We may ask some fans to complete a security check to sign up for an artist presale to help give real fans — not bots — a fair shot at getting tickets.
How do I complete the security check?
If you are asked to complete the security check during the Artist Presale sign up, complete the check from that page. The prompt will appear after you tap Sign Up and most often only requires you to provide a quick selfie to help us confirm that each sign up belongs to a real individual.
What happens after I complete the security check?
You will receive an update on your submission immediately. If your information is confirmed, you can return to the Artist Presale page to complete your selections.
What if I don’t complete it or my security check fails?
If the security check isn’t completed for the Artist Presale or your security check is unsuccessful, you will not receive access to the Presale. You can shop the general sale.
If I complete the security check, will I get access to the Artist Presale?
If you pass the security check, you will be allowed to confirm your presale selections on the Artist Presale Sign Up page.
Will I have to go through the check again if I alter my selections?
No. You only need to successfully complete the security check once during the Artist Presale sign up window.
What if the security check doesn't load or times out?
If the check doesn’t load or time out, please try again after a few minutes.
Why am I being asked to complete a security check to remove my phone number?
If you request to remove your phone number from your account, we need to make sure it's really you requesting the change. A quick security check helps us confirm this.
How do I complete the security check?
When you receive the email from Ticketmaster requesting a security check, click the a secure link to begin the process. The process will typically take less than two minutes.
What happens after I complete the security check?
Your submission will be reviewed immediately and if you pass, the phone number on your account will be removed. You can add a new number to your account the next time you sign in.
What if I don't complete the security check or my check fails?
If you don't complete the check or it fails, the phone number on your account won't be removed. If you’re experiencing any issues verifying your phone number, please contact Fan Support.
Why am I being asked to complete a security check to join a queue?
We may ask some fans to complete a security check before joining the queue to ensure that real fans – not bots – have the best opportunity to purchase tickets.
How do I complete the security check?
If you’re prompted to complete the security check before joining the queue, you’ll need to use a device with a camera in a well-lit area to take a selfie.
What happens after I complete the security check?
You will receive an update on your submission immediately. If you pass, you’ll join the queue once it’s open.
Will the security check affect my place in the queue?
As long as you complete the check in the waiting room before the sale opens, it won't affect your place in the queue. Waiting rooms open 15–30 minutes before the sale, giving you plenty of time to complete the check. Selfie checks are quick and only take a few seconds.
What if I don't complete the security check or my check fails?
If you don’t complete the check or fail it, you won't be able to join the queue to purchase tickets for that sale.
What if the security check doesn't load or times out?
If the check doesn’t load or time out, please try again after a few moments.