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FREQUENTLY ASKED QUESTIONS

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Transfer Your Tickets

If you would like to transfer the ownership of your ticket to another person, you can do so from your TheLymeLife account. Tickets can only be transferred individually. Once a ticket has been transferred, the action cannot be undone. Any order with a transferred ticket will become non-refundable.

To transfer a ticket:

Log in to your TheLymeLife account and go to your Tickets page.

Tip: If you have checked out as a guest, you will need to activate your account to transfer a ticket.

Locate the ticket you would like to transfer and select ‘More’ beside the ‘View Ticket’ button and then click the ‘Transfer Ticket’ option from the drop-down menu.

In the pop-up that appears, enter the first name, last name, and email of the person you are transferring the ticket to and click ‘Transfer’.

Once you select ‘Transfer’, an email will be sent to the email address entered for the individual to confirm their information and claim the ticket.

Note: Pending transfers can be cancelled by selecting the ‘Cancel Ticket Transfer’ button on the drop-down menu to the right of the ticket. Once a transferred ticket has been accepted, it cannot be cancelled.

Find Your Tickets

If you cannot find your tickets, first check your email for the confirmation sent immediately after booking. If you still are not able to find your ticket in your email inbox, please check your spam/junk/promotions folder, or any alternative email addresses you may have used. Please email us at [email protected]

To access your tickets online:

Log in to your Universe account using the email address associated with the order. If you do not remember your password, you can reset it. Select the dropdown to the top right of your screen and select ‘Your Tickets’.

 All tickets and orders associated with your account will show here. To view your ticket or order information, select the ‘view ticket’ button beside the ticket or order you’d like to view, or use the drop-down menu for additional options to edit ticket/order information, transfer a ticket, request a refund or cancel a free order, or contact the host.

If you are the buyer of the order, you’ll have access to all tickets in the order, order information, and the receipt. If a ticket in an order is associated with your email address but you are not the buyer, you will have access to only the ticket associated with your email address.

 Tickets can be printed or displayed electronically unless specified otherwise by the event organizer. To show your ticket electronically, you can display your ticket on any mobile device, from your confirmation email, by downloading the app, or by adding your ticket to Apple Wallet using the link in your confirmation email.

If you are not able to locate your tickets, please contact us from the email address associated with your order and we will help you locate your ticket.

 Warning: Once a ticket has been transferred, you will no longer have access to the ticket from your account and the original QR code will no longer be valid. If the ticket is not claimed or the transfer is declined, you will still have access to the ticket and it will not be considered transferred until the recipient claims the ticket.

Contact The Event Organizer

Contact the event organizer directly for any event related inquiries. When you message another TheLymeLife user in our system, an email will be sent to the user to let them know they have received a message.

Note: You must be logged in to send a message. If you have checked out as a guest, you will need to activate your account to login

Tip: The event organizer should be contacted for all event related questions or assistance. For technical assistance, please contact TheLymeLife Support directly.

To contact an event organizer:

  1. Locate the TheLymeLife event page of the organizer you would like to contact, or if you have purchased tickets, go to your Tickets page.2. From the event page, scroll down to the ’About the host’ section and select the ‘contact host button. From your tickets page, select the ‘Contact Host’ button from the drop-down menu beside the View Order button.3. You’ll be redirected to your Messages page. Enter your message and click ‘send’.For further information, please contact us.
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Why Did My Payment Fail

When a charge is created, credit card companies and payment processors take many factors into consideration to determine if the charge is valid or not. Failed payments typically happen when credit card information is entered incorrectly, or the card is declined. Declines can happen for a variety of reasons other than the availability of funds.

For transactions in the US, Canada, UK and EU, double check that your zip/postal code has been entered correctly and matches your billing address. Incorrect information can cause your transaction to be blocked.

In some cases, your card may be charged and then immediately refunded if your transaction is blocked. This will show as 2-line items on your credit card statement (a debit followed by a credit).

 Note: If your payment has failed, we recommend trying again and if you still cannot book, try with a different card or call your bank.

For any further questions, please contact us.

Activating Your Account at Check Out

If you have purchased tickets using guest checkout and have not activated your TheLymeLife account, you can do so at any time from your booking confirmation email. If you cannot locate your booking confirmation email, click here to set a password and log in.

Your TheLymeLife account must be activated for you to view and manage your order online and contact the organizer.

Once logged in, navigate to your My Tickets page to view all orders on your account using the account drop-down menu in the top right corner of your screen.

If you have any questions, please contact us.

Can I Get A Refund

The refund policy is set by the organizer of each event.

If you would like to request a refund, first check the refund policy of the event your tickets are for. The refund policy will be noted on the event page or on your Ticket page in the ‘Invoice Summary’ or ‘Notes from The Organizer’ section which can be found by clicking the ‘View Order’ button on your Tickets page.

Warning: If you choose to request a refund outside of the host’s set refund policy, refunds are at the sole discretion of the host.

 Tip: If your order is free, you can cancel your ticket(s) directly from your TheLymeLife account.

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Can I Edit Ticket Information

The ability to edit ticket information varies by event. If the ability to edit ticket information is turned on, information associated with a ticket and/or order can be updated. This information collected is specific to the event and typically includes first name, last name, email, and any custom questions set up by the organizer of the event.

 Warning: The event organizer can turn off the ability to edit tickets at any time. If the ability to edit tickets is turned off, no changes can be made.

To edit your ticket information if you used guest checkout:

1. Set a password to activate your account

2. Once you are logged in to your account, follow the instructions below.

To edit your ticket information:

1. Log-in to your TheLymeLife account, go to your Tickets page and locate the order you would like to edit.

2. Select the ‘menu’ button beside the ‘View Ticket‘ button and then click ‘Edit Guest Info‘ from the drop-down menu.

If you made the purchase and would like to change any information collected as the buyer, locate the order you would like to edit, select the three dots beside the ‘View Order‘ button and select ‘Edit Buyer Info‘ from the drop-down menu.

 Warning: Buyer information is collected once per order. The first name, last name, and email listed is the information on your TheLymeLife account. This information can only be changed in your Account Settings.

  1. Once you select the edit option, a pop-up will appear. Make any necessary changes and select the ‘Save Changes‘ button.

 Note: When editing ticket information, if the email address is changed, an email will be sent to the email address entered on the form to let them know that you have assigned them a ticket to the event.

For any further questions, please contact us.

Cancelling An Order

The buyer of an order of free tickets can cancel their order at any time before an event. When cancelled, all tickets in the order will be cancelled.

Note: This applies to free tickets only and not to orders booked using a discount code or pass credits. You can learn how to request a refund on a paid order here.

To cancel a free order:

  1. Log in to your Lymelife account using the email address associated with the order. If needed, you can reset your password.
  2. Click the drop down to the top right of your screen and select ‘My tickets’.
  3. Locate the order you would like to cancel and select the ‘Cancel Order’ option in the drop-down menu.

Note: Only the buyer of the order can cancel an order.

  1. From the confirmation modal that appears, click ‘Cancel Order’.
  2. Once cancelled, you’ll see a cancellation success confirmation.

If you have any questions, please contact us.

Invoices or Receipts For Orders

Invoices for orders can be generated from the buyer’s TheLymeLife account if the organizer has enabled this feature for their event. The option to generate an invoice will only show on the account of the buyer and will not show if the order is free. This feature can be turned on or off at any time by the event organizer.

 Note: TheLymeLife acts only as the registration platform on behalf of the event organizer and is not the seller of the goods or services that an invoice generated from universe.com relates to.

To generate your invoice:

1. Login to your TheLymeLife account and go to your Tickets page.

2. Find the purchase you would like to generate an invoice for, click the three dots next to the ‘View Order’ button to reveal a drop-down menu. Select ‘Generate Invoice‘ from the drop down to reveal the invoice form.

 Note: This option will only show if the order is paid through Universe, if you are the purchaser of the order, and if the host has enabled invoices on their event.

3. Enter all required information and any desired optional information into the form. Select ‘Generate invoice‘.

4. Review the details carefully as once generated, this information cannot be changed. Once reviewed, click ‘Confirm‘ to generate your invoice.

5. Once confirmed, your invoice will be generated as a PDF. We’d recommend saving it right away. It can also be downloaded on your ‘Your Tickets‘ section of your Dashboard by clicking the three dots beside the View Order button later.

If you have any questions, please contact us.

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