If your tickets have not arrived

Two emails follow an order. Your confirmation arrives within a few minutes of ordering and carries your booking reference. Your tickets follow straight away, as a separate email with a barcode for each one, one barcode per person.

There is nothing to print. You show the barcode on your phone at the door, and the ticket email gives the doors time for the night.

Check your spam or junk folder, and search for the booking reference rather than the sender. The tickets email is headed Your tickets, with the show, the date and the venue in the subject line, so a search for the show's name finds it too. If the confirmation has arrived and the tickets have not, give it a few minutes: they are sent separately.

Email hello@uklivetickets.com from the address you booked with. Say which show you booked and give the booking reference from your confirmation if you have it, and we resend the tickets. A person answers within 24 hours, seven days a week. Support is by email only; there is no telephone number.

You are never locked out of a show by a lost email. The box office holds the booking against the name and reference on the order, so bring photographic ID and they can look it up.

Where a promoter requires the lead booker to attend, the concert page says so before you buy. Otherwise the name matters only if you are asked for ID at the door. To change a name, email us at least 72 hours before the show with the booking reference. There is no charge.

Show the barcode on your phone. Screen brightness up, screenshot saved in case the venue has no signal, and one barcode per person: everyone in your group needs their own, so forward theirs before you set off.

Accessible places and personal assistant tickets are arranged with the venue's access team and issued by them, so they may reach you by a different route.