Customer FAQ's

What is Fatsoma?

Fatsoma is a self-service ticketing website that allows event organisers to sell tickets directly to their customers. All events on Fatsoma are organised, listed and managed by third-party event organisers.

How do I find my tickets?

All tickets purchased on Fatsoma are accessible via the Fatsoma app for iPhone and Android devices.

Alternatively, you can view all your orders online by visiting www.fatsoma.com/orders. Please ensure you log into the account used when purchasing your order.

Can I get a refund?

Please note, all events on Fatsoma are organised, listed and managed by third-party event organisers. As such, the refund policy is set by the event organiser.

To request a refund, go to www.fatsoma.com/orders, locate the order you would like refunded, click "View Order", then click "Requests a Refund". Fill in the form with a reason for the refund request and a message (Please include as much detail as possible).

The refund request will be sent directly to the event organiser, who has seven days to respond to your request. You will be notified of their decision via email.

Is the event I'm attending cancelled?

We encourage all event organisers to keep the event information on Fatsoma up to date at all times. If an event organiser informs us of a cancellation, we will notify you via email within 24 hours.

If you believe an event you have bought tickets for has been cancelled, and this is not reflected on the Fatsoma event listing, please let us know by requesting a refund (see above). We will investigate this and issue a refund if this turns out to be the case.

Where can I collect my wristband?

All events are organised and managed by third-party event organisers and not Fatsoma. If you have questions regarding wristband collection, please contact the event organiser directly. We would recommend getting in touch with them via their website or social media.

Can I change the name on my ticket?

We are unable to alter any details on a purchased ticket. Most event organisers do not require the name on the ticket to match that of your ID. However, we advise contacting the event organisers directly to confirm.

To ensure your details are correct on future orders, you can update the name on your Fatsoma account at www.fatsoma.com/settings when signed into your account.  This will not edit the details on any tickets you have already purchased.

How do I complain about an event I attended?

All events are organised and managed by third-party event organisers. Please contact the event organiser directly to make your complaint. Unfortunately, we are unable to mediate in these situations. We would recommend getting in touch with them via their website or social media.

Can I ask a question about an event?

All events are organised and managed by third-party event organisers. Any queries regarding event details should be sent directly to the event organiser. We would recommend getting in touch with them via their website or social media.

Why does my PDF ticket say admits one?

All of the items in an order are grouped together and sent to you as one combined '.PDF' file. Each item is on a separate page with a unique bar code and reference number.

How can I contact an event organiser?

We would recommend getting in touch with them via their website or social media.

My question wasn't answered

If your question is not answered above, please fill out the form below and our support team will contact you. In order for us to answer your query as fast as possible, please ensure all sections of the form are complete.

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