Fantopia Ticket Purchase Guide
What is a privilege code? In what cases do you need to use a privilege code to buy tickets?
A privilege code is a code used to verify membership and enjoy specific priority ticket purchase privileges.
- Member priority ticket purchase: When an event provides member priority ticket purchase, you need to enter the privilege code for verification before you can participate in the priority ticket purchase.
- Public ticket sale: No privilege code is required during the public sale stage, you can buy tickets directly.
Does Fantopia provide electronic tickets or physical tickets?
Fantopia provides two types of tickets:
- Electronic tickets: No paper tickets are required, and you can enter with an electronic ticket.
- Physical tickets: Physical tickets will be issued by mail or on-site ticket collection. After obtaining the physical ticket, you can enter directly with the physical ticket.
Which addresses can physical tickets be delivered?
Currently, physical tickets can be delivered to the following regions:
- Mainland China.
- Hong Kong, China.
- Macau, China.
We are actively expanding logistics channels and will support delivery services to more countries and regions in the future. Please pay attention to the platform announcement for the latest information.
How to confirm that the ticket purchase is successful?
After the ticket purchase is successful, you will receive an email confirming the successful purchase.
How long after purchasing the ticket can the seat information be confirmed?
After the ticket purchase is successful, the seat information will be confirmed within 14 days before the event.
Why should I join the waitlist? Am I guaranteed a ticket?
The wailist is for events that are temporarily out of stock. If there are refunds or new stock, the system will notify you according to the registration order. But please note that participating in the registration does not guarantee that you can buy a ticket.
How do I transfer tickets? What is the transfer process?
Both physical and electronic tickets purchased by members do not support transfer. For details, please check the event details page in the app.
The “Transfer” channel is located at the bottom of “My Tickets” under “My Account”.
After clicking on transfer, enter the registered email of the user you wish to transfer the ticket to. Your own email account will then receive a verification code, which you need to input to proceed. The ticket will appear in the recipient’s account within 2-3 minutes.
What should I do if I lose my physical ticket?
Sorry. For physical ticket sessions, the physical (paper) ticket is the only admission ticket. Once lost/torn/missing/damaged/smeared/stolen/stolen, the organizer and the ticketing platform will not reissue or replace the ticket, nor will they bear any responsibility. Please keep the ticket carefully.
Can the delivery address and delivery phone number of physical tickets be modified?
Generally speaking, the delivery address and delivery information can be modified once within a specified time before delivery. When the delivery time is approaching, the modification channel will be closed and cannot be modified.
When will the physical tickets be shipped?
Physical tickets successfully ordered from Fantopia will be shipped 30 days before the event.
Please enter the correct address, phone number and other correct information when purchasing tickets.
After the tickets are shipped, you can follow the ticket delivery status through “Fantopia-My Tickets”.
Ticket buyers outside of mainland China, Hong Kong and Macau: Please pay attention to the subsequent ticket redemption notice.
What payment methods does Fantopia support?
Payment methods on Fantopia’s web and APP (different events support different payment methods, please refer to the actual situation):
Credit card:
International: VISA, MasterCard, JCB, UnionPay
E-Wallet:
🇨🇳🇭🇰🇲🇴Mainland China, Hong Kong, and Macau: Alipay, Alipay HK, Alipay MO, WeChat HK, UE Pay, BoC Pay, UnionPay
🇲🇾Malaysia: ShopeePay, Touch’n Go (TNG), GrabPay, Wechat Pay, Boost, MCash
🇹🇭Thailand: PromptPay, Alipay, TrueMoney, ShopeePay, LinePay
🇻🇳Vietnam: Momo, VNPay, ZaloPay
Fantopia WeChat Mini Program:
Only supports WeChat Pay
Why is there a time limit for my order? What if the time limit is exceeded?
After placing an order, you need to complete the payment within the specified time. If the payment is not made within the time limit, the order will be automatically cancelled. When refunding, Fantopia will process the original amount refund, but the actual amount received may vary due to differences in banks or channels. To avoid timeouts, please complete the payment as soon as possible.
Does entering the payment interface mean that the order is locked?
Yes. After entering the payment interface, the system will prompt a countdown, and you need to complete the payment before the countdown ends, otherwise the order will be canceled. It is recommended to pay immediately after securing the order.
How is the exchange rate calculated?
For the Macau venue, it’s the Macau exchange rate, and for the Hong Kong venue, it’s the Hong Kong exchange rate. You can check the currency unit (MOP / HK) when selecting the ticket type, and then it’s based on the real-time exchange rate of your payment platform.
The order was canceled due to a payment timeout. When will the refund be processed?
If there is a “Refunded” notification, it means that Fantopia has processed the refund. The time it takes for the refund to reach your account and the amount refunded may vary depending on the payment platform used, but it will not exceed 10 working days at the latest.
What should I do if the order has timed out and the payment has been made?
The system will refund within 10 working days, but the actual amount received may vary depending on the bank or channel.
Why hasn't the refund been received?
If there is a “refund completed” prompt, it means that Fantopia has processed the refund. The arrival time and amount will vary depending on the payment platform, and will not exceed 10 working days at the latest.
Why was my order cancelled?
After placing an order, you need to complete the payment within the specified time. If you fail to pay within the time limit, the order will be automatically cancelled.
Can tickets be refunded or exchanged?
Tickets are securities and cannot be refunded or exchanged. Please confirm the relevant information before purchasing.
Can seats be changed?
Tickets are for one seat per ticket and cannot be changed once assigned.
The order was canceled due to a payment timeout. When will the refund be processed?
If there is a “Refunded” notification, it means that Fantopia has processed the refund. The time it takes for the refund to reach your account and the amount refunded may vary depending on the payment platform used, but it will not exceed 10 working days at the latest.
Can wheelchairs enter the venue?
Requirements for wheelchair users:
- The venue stipulates that wheelchair users must provide a “Disability Registration Certificate” (physical disability category) or other valid certification documents for entry.
- If you need staff assistance, you can contact Fantopia’s customer service or the organizer in advance, or contact our staff by email, and we will respond as soon as possible.
- Please arrive at the performance venue early so that the venue staff can arrange smooth seating.
Do I need to verify my ID card for admission?
Generally speaking, you don’t need to verify your ID card. Some events require verification of your ID card, which will be explained on the event ticket details page. Please read the instructions carefully when purchasing tickets.
Are the seats in the same order consecutive?
To ensure fairness, Fantopia will allocate seats in the order of payment/payment time, and try to keep the seats in the same order consecutive. In special circumstances, the seats in the same order may not be consecutive, please forgive me.
Where is the seat map?
The seat map is usually on the event ticket details page, and some sessions need to wait for official announcement.
Are seats assigned randomly or in order of payment?
To ensure fairness, Fantopia will assign seats in the order of payment/payment time of the order, and try to keep seats in the same order connected. In special circumstances, seats in the same order may not be connected, please forgive me.
How does Fantopia arrange seats?
To ensure fairness, Fantopia will allocate seats in the order of payment/payment time of the order, and try to keep the seats in the same order connected. In special circumstances, the seats in the same order may not be connected, please forgive me.
I have questions about my tickets at the event, how can I contact Fantopia?
There will be a Fantopia customer service counter at each event, and you can find customer service staff near the ticket office, who will provide you with assistance.
How can I be informed of changes at the event?
Please pay attention to the email address associated with your Fantopia account, and we will notify you by email as soon as possible. If there are any changes, you can also follow Fantopia’s social media platforms.
Do children also need to buy full/adult tickets?
Yes. Children/minors must purchase tickets to enter. Please carefully check the notes on the event ticketing page.
Can I get an electronic invoice after buying a ticket?
We do not support invoicing at this time.
Can I get a refund if the performance is postponed/cancelled?
If the performance is postponed or cancelled, Fantopia will handle the ticketing issue according to the organizer’s requirements. Please pay attention to the platform announcement and email.
What should I do if I forget my password?
You can use “Forgot Password” to reset your password.
Why can't I receive the verification code?
Please check your spam folder for the verification code email.