FAQ · orders · tickets · venues
Quick answers, without the back-and-forth with support.
Find answers about orders, QR tickets, payments, fees, refunds, ticket protection, bonus points, gift cards, the customer account and access for venues.
Help router
The fastest fixes.
Questions
All
19 of 19 questions
OrdersWhen do I get my tickets after paying?
Tickets are issued once the payment is confirmed and are sent by email. If you have an account, you also find them under My tickets.
OrdersWhat do I do if I did not get the confirmation email?
Check the Spam, Promotions or Updates folders. Then use the order recovery page with the email you used at checkout and the order number, if you have it.
Tickets and QRDo I need to print my ticket?
Normally not. You can show the QR code on your phone. If a venue asks for something else, this is stated on the activity page and on the ticket.
Tickets and QRCan I put different names on the tickets?
Yes. At checkout you choose whether all tickets have the same holder or each ticket has a different name. Handy for groups, gifts and corporate orders.
Tickets and QRWhat happens if the QR code does not scan?
The venue staff can check the ticket by its code, the order number or the details of the ticket holder, depending on how the venue works.
Payments and feesWhich payment methods are available?
Checkout takes cards (Visa, Mastercard), Apple Pay, Google Pay and Card Cultural (Edenred / Sodexo / Up România), depending on the payment processor.
Payments and feesWhy are fees shown separately in the cart?
The platform fees and any processing fees are shown separately to keep things transparent. The final total is shown before you confirm the payment.
Payments and feesWhat do I do if the payment failed but the money seems blocked?
Some payments can show up for a while as authorisations on your bank account. If the payment is not confirmed, the order is not issued. Check the order status or contact support.
RefundsCan I ask for a refund on tickets?
A refund depends on the policy of the activity, the status of the ticket, when you ask and any options you bought (ticket protection, for example).
RefundsWhat is ticket protection?
Ticket protection is an optional extra that can give you flexibility if you can no longer make it. The exact conditions are shown at checkout.
RefundsHow long does a refund take?
It depends on the payment processor, the bank that issued the card and the status of the request. Once the refund is approved, the money can take a few working days to arrive.
Points and gift cardsHow do bonus points work?
Eligible orders earn bonus points. They show up in your account once the order is confirmed and can be used on future orders.
Points and gift cardsCan I use the points on the same order?
Normally, points are earned once an order is confirmed and are used on future orders.
Points and gift cardsHow do I check a gift card?
You can check the balance and validity of a gift card or voucher on its own page.
Customer accountCan an account be created for me automatically after checkout?
Yes. You can place the order without an account and have one created automatically, then set the password later.
Customer accountWhere do I find my orders and tickets?
In your customer account, under My tickets and My orders. There you see statuses, PDFs, QR codes and your history.
VenuesHow do I list a venue on Viaqui?
Go to the For venues page and send us the details: the venue, the city, the type of activities and how you sell tickets today.
VenuesCan a venue have several activities?
Yes. A venue can have a main page and several activities: escape rooms, tours, workshops, packages, entry tickets.
VenuesHow does check-in at the entrance work?
Tickets are issued with a unique QR code, and the venue staff can scan them to validate them and control access.
No questions match this filter.
Try a broader word or reset the category.
Support
Did not find the answer?
Use the contact page and pick the right reason. For orders, include the email you used, the order number and the name of the activity.
Contact router