HELP!

Registering for General Admission tickets does not guarantee a ticket offer. If you see ‘Application Pending’ in the top left corner of your booking in the Applications & Tickets section of your profile, you have not yet received a ticket offer. Tickets are sent first come, first served. Once a ticket offer is sent, you have 48 hours to Accept before it times out and is offered to the next person in the queue. Because tickets are free, some people accept a ticket and later cancel. Most cancellations happen after the reminder email sent the day before the show or via SMS Check-In on the night/day of the show. This means you could receive a ticket offer at any point leading up to the show. We will soon introduce a Last Minute Standby List feature. While it’s being finalised, around 78 hours before a show, we email anyone in the ticketing queue who hasn’t yet been offered a ticket to check if they’re still available and want to join the standby list.

Ticket Types & Entry Conditions VIP / Friends & Family / Group – Guaranteed entry provided you arrive at the Arrival Time stated on your ticket. Priority – Guaranteed entry provided you complete SMS Check-In and arrive at the Arrival Time stated on your ticket. General Admission – Entry is not guaranteed. What does "Not Guaranteed Entry" Mean? Tickets to television shows are always free, which unfortunately means that some people book and don’t turn up. To avoid empty seats, audience coordinators have traditionally issued more tickets than there are seats - sometimes resulting in ticket holders being turned away. At That’s The Ticket, we’ve spent the past 10 years developing safeguards within our bespoke ticketing system to reduce over-ticketing and prevent turnaways. Here’s how we do it: 🔸 Verified Memberships: Each audience member over 18 must create an account with their own verified contact details before accepting a ticket. This ensures compliance with show Terms & Conditions and helps confirm that everyone who accepts a ticket genuinely intends to attend. (People who aren’t serious rarely take this step.) 🔸 Pre-Show Reminders: We send every audience member a reminder email the day before the show, giving them a quick option to update their availability if plans have changed. 🔸 SMS Check-In: All audience members over 18 must respond to an SMS Check-In within 24 hours of the show - just like an airline check-in. You’ll have two hours to confirm your attendance. If the show is overbooked or has a waitlist, unconfirmed check-ins may time out and be automatically cancelled to free up seats for others. 🔸 Last-Minute Standby List: If seats become available due to cancellations or timeouts, we contact people on our Standby List who have indicated they’re still available and eager to attend. 🔸 Attendance Tracking: If you confirm via SMS but don’t attend, this affects your member reliability score within our system, which may reduce your priority for future ticket offers. In Short If you follow the process - accept your ticket, complete SMS Check-In, and arrive on time - you should have no issues getting in. On rare occasions, production teams may remove seats (e.g. for camera setups or special staging). If this ever results in you being turned away, we’ll arrange VIP tickets to another show or session of your choice. * Please also review the Conditions of Entry in each show’s Terms & Conditions. Productions and venues may have additional requirements. The production reserves the right to refuse entry to any audience member who does not comply with their T&Cs.

In the Account Details section of your profile, you can update: 🔹 Your Email ** 🔹 Your Mobile ** 🔹 Your Date Of Birth 🔹 Your Address 🔹 Your Access Requirements Click the edit button next to the item you want to change and follow the prompts. **Important: All email and mobile numbers must be verified. If you have verified your email or mobile to another persons account or ticket application, you won't be able to change this until the other person links their details correctly. 🔸 If you need to change/update your legal name please email audience@thatstheticket.com.au(audience@thatstheticket.com.au)

If you are the Lead Booker and your guest has not received their ticket offer: 1. Log into your account 2. Go to Applications & Tickets > Manage Booking > Edit Guest Details 3. Check or update the email address and click Save. A new ticket offer will be sent. Note: If the invited guest already has a That’s The Ticket account, the ticket offer must be sent to the email associated with their account. If the email address is correct but your guest can’t find the ticket offer, ask them to: • Check their Spam/Promotions folder • Search their inbox for the word ‘audience’ As long as the ticket offer hasn’t been accepted or declined, the Lead Booker can also change the invited guest in the same place.

• If the guest has NOT accepted or declined the ticket offer: The Lead Booker can redirect the ticket offer to a new guest via Applications & Tickets > Manage Booking > Edit Guest Details. • If the guest has accepted the ticket offer but can’t attend: 1. Have your new guest apply for a single ticket to the same session 2. Email audience@thatstheticket.com.au ()with: • The name of the guest no longer attending • The name and email of the new guest who applied We will do our best to assist wherever possible. • If the guest declined the ticket offer: The system will likely have already sent it to the next person in the queue. You can still have your new guest apply for a single ticket and email the details as above. While it’s less likely a new offer can be issued, we will always try to assist.