General Inquiries
How can I contact customer service?
How can I sell tickets through Prime Box Office?
What is Prime Box Office's mailing address?
What number do I call to order tickets by phone?
What are Prime Box Office’s hours of operation?
How can I delete my Prime Box Office Account?
I forgot my password, how can I log in?
How do I get a confirmation code?
What is the purpose of a confirmation code?
How do I check to see if my credit card has been charged?
How do I know if my tickets have been mailed?
How do I track my UPS shipment?
I'm not sure if my order went through, what should I do?
Will Call
What does Will Call mean?
Can my Will Call order be mailed to me?
Can somebody else pick up my tickets?
Do I need the confirmation code to pick up my tickets at Will Call?
Where are Will Call tickets picked up?
Mailed Tickets
How long will it take to receive my mailed tickets?
What happens if I don't get my tickets in the mail?
What happens if I lose my tickets?
What if I have not received my UPS order?
What is my UPS Tracking Number?
What is the UPS delivery fee?
With UPS delivery, when will my order be shipped?
e-Ticket (print at home)
Do I need any special hardware or software to use print at home ticketing?
I deleted the email containing my tickets! How can my tickets be resent?
What if I cannot print my tickets?
What if I do not get my tickets via email?
What if I print more than one copy or a photocopy is made?
What if my e-tickets are stolen?
What are eTickets?
Why isn't eTicketing available for all events?
Can Prime Box Office mail my tickets internationally?
What are my options for ticket delivery?
Why aren't all delivery options available for all events?
Buying Tickets
What is Prime Box Office?
What services does Prime Box Office provide?
Can I make multiple purchases for an event using the same credit card?
Do you have a waiting list for tickets?
Do you sell gift certificates?
Have I already paid for the tickets or just made a "reservation"?
How do I add tickets to my order?
If I do not have a credit card how can I buy tickets?
Is it better to purchase online or by phone?
What credit cards do you accept?
What happens if I receive an error message about an incorrect billing address?
What time do tickets go on sale?
Where can I purchase tickets?
Can I Sell tickets with Prime Box Office?
What kind of clients does Prime Box Office work with?
Refunds and Exchanges
How do I get a refund for a ticket I purchased at a venue box office?
I cannot attend my event because of bad weather, can I request a refund?
What is Prime Box Office's exchange policy?
What is Prime Box Office's refund policy?
Website Security
How does Prime Box Office protect customer information?
Is the Prime Box Office site secure?
What information does Prime Box Office collect?
What is a cookie?
Service Fees
How much is the service fee?
Why am I being charged a service fee?
Customer Log-in "My Account"
How do I log-in to my Prime Box Office account?
How do I unsubscribe/update my preferences for Prime Box Office emails?
I can't log in to my Prime Box Office account online?
General Inquiries
How can I contact customer service?
info@primeboxoffice.com or 1-877-265-3338 or 403-265-3338
How can I sell tickets through Prime Box Office?
If you have an upcoming event and would like to sell tickets with Prime Box Office, please email sales@primeboxoffice.com
What is your mailing address?
Prime Box Office
220 MacEwan Student Centre
2500 University Drive, NW
Calgary, Alberta,
T2N-1N4
What number do I call to order tickets by phone?
1-877-265-3338 Toll Free or 403-265-3338
What are Prime Box Office’s hours of operation?
Monday-Friday 10:00AM-6:00PM MST
Closed Saturday, Sundays and Statutory Holidays
How can I delete my Prime Box Office Account?
Contact info@primeboxoffice.com
I forgot my password, how can I log in?
Follow screen prompts in “My Accounts”, if you still can’t access you password please contact info@primeboxoffice.com
How do I get an order confirmation code?
An order confirmation code is generated when your order is processed and tickets are successfully purchased. This number will appear on your tickets as well as your email confirmation (if you provided an email address with your order.)
What is the purpose of a confirmation code?
Prime Box Office uses this code to identify your transaction (may be used interchangeably with "order number"). In the event that you have any questions about your order, please include the confirmation code with your inquiry.
How do I check to see if my credit card has been charged?
Once you click to submit your order and you receive a confirmation number, your card has been charged. You may also verify with your bank, either online or by phone.
How do I know if my tickets have been mailed?
All orders are typically mailed out within 48 hours from the time they are placed online or over the phone. If it's been more than 10 business days and you have still not received your order, please email info@primeboxoffice.com or call 1-877-265-3338.
How do I track my UPS shipment?
Please contact Prime Box Office at info@primeboxoffice.com or 1-877-265-3338 or 403-265-3338
I'm not sure if my order went through, what should I do?
Do not place another order, please review the information below and contact us if you are still unable to confirm whether or not your order was successful. Even if your browser displays some sort of error message, it's possible that your transaction was successful. To determine if your order was successful:
1. Check your email. Prime Box Office’s confirmation emails typically reach your inbox in a matter of seconds. If you don't see one right away, wait 15 minutes or so. Don't forget to check your spam or junk folders! (especially for hotmail or gmail accounts)
2. Check with your bank. Your card will be charged in real time, and your online statement will tell you whether or not your financial institution was contacted for the payment request. If you can't check online, call the 1-800 number on the back of your card.
3. Check your Prime Box Office account. Log in to your online account and check your order history.
If you still have questions or concerns, please contact us at info@primeboxoffice.com
or call
1-877-265-3338.
Ticket delivery options:
Will Call
Can my Will Call order be mailed to me?
Prime Box Office cannot change the delivery method for an order which has already processed. However, in some cases Will Call orders can be mailed out, depending on the promoter of the event and the time available to ship. Please contact Prime Box Office via info@primeboxoffice.com if you need your Will Call order mailed out and the event is more than 10 days away.
Can somebody else pick up my tickets?
In most cases, a person other than the purchaser cannot pick up Will Call tickets, the box office will typically ask to see the credit card used for the purchase and valid photo ID (Driver's License, Passport, etc). You may also be required to sign for the tickets. Only some venues/events allow you to change the name listed for will call pick up (different from billing information). If you have already completed your order and wish to change the name on the list, you need to log in to your Prime Box Office account at www.primeboxoffice.com, click on your confirmation code and if the client has authorized the "change will call name" feature you will be able to make the change there.
Do I need the confirmation code to pick up my tickets at Will Call?
You are not required to bring your confirmation code/email print out, however you MUST bring a valid photo ID that matches the name on the order along with the credit card used to place the order.
What does Will Call mean?
Tickets must be picked up at the venue's box office or point of entry, unless otherwise noted. Typically you may pick up your tickets starting an hour before the event, or anytime after the event starts as long as the box office is still open.
To pick up your tickets, you MUST present a valid photo ID along with the original credit card used to make the purchase.
If you are unable to pick up your order because you do not have valid ID or the original credit card in your possession at the time and place of pickup, you will not be eligible for a refund.
Where are Will Call tickets picked up?
Tickets must be picked up at the venue's box office or point of entry, unless otherwise noted.
Mailed tickets
How long will it take to receive my mailed tickets?
Canada Post Service orders will typically be delivered within 10 business days. Prime Box Office mails out your order within 48 hours of purchase, so it may take a maximum of 12 days for delivery regardless of destination. If your order has not arrived 14 days after receiving your initial confirmation email, please contact our customer service department. You must contact us at least 72 hours before your event if your paper tickets have not arrived.
What happens if I don't get my tickets in the mail?
Prime Box Office is not responsible for tickets that may be lost by the postal service. If the event you have purchased tickets for is within 72 hours and you have not received your tickets, please contact us at info@primeboxoffice.com or at 1-877-265-3338. We will work with you and the venue or promoter to make arrangements whenever possible.
What happens if I lose my tickets?
Tickets for events are treated like cash and typically cannot be replaced or refunded if lost or stolen.
What if I have not received my UPS order?
If you have not received your UPS order within four business days, check the status of your delivery following the directions below. Please contact us at info@primeboxoffice.com or at 1-877-265-3338 for your UPS tracking number.
To track your order:
*Go to: UPS tracking
*Enter your UPS number in the “Reference Number” field.
*Click Track
What is the fee for UPS delivery?
Delivery is $14.00. If you select UPS as your delivery method, the $14 will be charged to your account with the cost of your tickets and related service fees. $20 for out of Calgary deliveries.
With UPS delivery, when will my order be shipped?
Weekday orders will be sent out within 48 hours of the order being placed. For orders placed on weekends or holidays, an extra business day is sometimes required to process orders.
Please note that we do not offer any weekend or holiday deliveries.
e-tickets - (print at home)
Do I need any special hardware or software to use print at home ticketing?
All that is required is:
*An ink-jet or laser printer (color or black & white) with a resolution of 300 dpi or more.
*For scanning please use plain white paper.
*Adobe Acrobat Reader 6.0 or higher. If you do not have it, download it now for free.
I deleted the email containing my tickets! How can my tickets be resent?
Please contact info@primeboxoffice.com
What if I cannot print my tickets?
1. Download the newest version of Adobe Acrobat Reader for free at www.adobe.com
2. Make sure your printer is turned on and the cables are connected to your printer
3. Save the file to your desktop, and open the file from there
4. Or, Open up Adobe Acrobat Reader first. Use the Adobe toolbar (File>Open) to open the eticket file saved on your desktop
What if I do not recieve my tickets via email?
The most common reasons why you did not receive your ticket file are:
*Wrong email address: Sometimes the email address is entered incorrectly on the account or order. If you suspect this is the problem, try logging in to your account online and viewing the information, or email info@primeboxoffice.com
*Email account is at maximum capacity: Please be sure you have room in your email account to receive the two emails that make up the e-ticket purchase.
*Work email account and email accounts that end in .edu & .gov: These types of email addresses generally will receive the confirmation email, but not the email containing the ticket file. If this happens to you, you may find the file in your junk mail or it may be blocked all together.
Please contact info@primeboxoffice.com if there are further issues. Hotmail and Gmail accounts may only receive the confirmation email. Please contact us if you have issues.
What if I print more than one copy or a photocopy is made?
Only the first ticket scanned will be allowed entry to the event. If more than one copy is presented at the point of entry, the scanning device will alert the attendant that the ticket has already been validated.
What if my e-Tickets are stolen?
If you believe your e-tickets were stolen, please contact us at info@primeboxoffice.com or at 1-877-265-3338.
What are e-Tickets?
eTickets is a print at home system that allows you to receive your tickets via email within minutes of placing your order for a small service fee. You do not have to wait for tickets to arrive in the mail, or wait in long will call lines to claim your tickets.
Why isn't e-ticketing available for all events?
Only venues with the appropriate bar code scanners can offer eticketing.
Can Prime Box Office mail my tickets internationally?
At this time Prime Box Office does not mail orders outside of the US or Canada.
What are my options for ticket delivery?
Your delivery options will appear for selection during the checkout process; at least one of the following will appear:
Mail (US and Canada only): This option is typically offered at a minimal charge and can take between 4 and 10 business days. Prime Box Office is not responsible for tickets that are lost by the postal service, please contact us if your tickets are not received within 10 business days.
UPS: Our fastest hard ticket delivery option. This method costs an additional $14 per order ($20 outside of Calgary) and takes 3 - 4 business days. Orders are typically processed Mon-Fri in the early morning, orders placed in the afternoon will process/ship the next business day.
eTicketing: The fastest option, your tickets are emailed to you within minutes of placing your order. A minimal fee will be added to your bill.
Will Call: Tickets are held for you at the venue box office. You must bring the credit card used for the purchase along with a valid photo ID (Driver's License, Passport, Military ID).
Why aren't all delivery options available for all events?
It is up to the venue or promoter to decide which delivery options are available to customers. In some cases, the type of attraction or level of staff cannot support all options.
Buying tickets
Can I make multiple purchases for an event using the same credit card?
Some events have a per customer ticket limit. In these cases you will only be allowed to purchase a certain number of tickets. You should read event and purchase disclaimer information carefully when placing your order. If you have purchased more than the allowed limit of tickets, then the order will not process until you adjust your total to the maximum amount or less.
Do you have a waiting list for tickets?
Prime Box Office does not offer a waiting list. Occasionally, our clients will release more tickets after the initial on sale date, but we are not informed of these until the day they are released. Please check back periodically to see if more tickets have become available.
Do you sell gift certificates?
Prime Box Office does not offer gift certificates at this time.
Have I already paid for the tickets or just made a "reservation"?
If you have received a confirmation code for your order, you have purchased for your event. Prime Box Office does not make "reservations", it does not "hold" tickets for you to pay for at the door. Once an order is completed online or over the phone, the sale is final and our general no refund/exchange policy applies.
How do I add tickets to my order?
Please place an additional order for more tickets; we are unable to add tickets to an existing order.
If I do not have a credit card how can I buy tickets?
The only form of payment accepted online at primeboxoffice.com or over the phone is credit card. We do not accept mailed in cash, cheques or money orders. Tickets are also available via the Prime Box Office retail outlet, located at 220 MacEwan Student Centre, 2500 University Drive NW, Calgary, Alberta. Please check the promoter, event, or venue website for offline ticketing.
Is it better to purchase online or by phone?
Online orders can be placed 24-hours a day, seven days a week. Our phone operators pull tickets from the same inventory that is available online. Ticket availability is the same regardless of how you place your order. Additional service fees may apply to phone orders.
What credit cards does Prime Box Office accept?
We accept Visa, MasterCard and American Express.
What happens if I lose my tickets?
Policies set forth by our clients do not allow Prime Box Office to issue exchanges, refunds, or replacement tickets for general admission tickets that have been lost, stolen or destroyed.
What happens if I receive an error message about an incorrect billing address?
The address you entered did not match the address on file with your card issuer's authorization system. Please note that your bank temporarily placed these funds on hold. The holds typically get removed from your account in a matter of days determined by your bank/card issuer. You are NOT being charged by Prime Box Office, the order was not completed. Please verify your address with your card issuer before making another attempt to purchase tickets.
What time do tickets go on sale?
On sale days and times vary. Please check our site or any event advertisements for the on sale time and date.
Where can I purchase tickets?
Prime Box Office tickets may be purchased online, by phone at 1-877-265-3338. Prime Box Office does not offer walk-up outlets although some promoters and venues offer walk-up sales through an in-house box office or at local merchants. Please check the promoter, event, or venue website for offline ticketing.
Can I sell tickets with Prime Box Office?
If you are a promoter or have a venue, please email sales@primeboxoffice.com or call 1-877-265-3338 to contact our sales staff.
What kind of clients does Prime Box Office work with?
Prime Box Office ticketing works for a wide variety of clients, no matter how small or large they are. The types of clients we serve include:
Arts Festivals
Comedy Clubs
Concert Venues
Film Festivals
Music Festivals
Nightclubs
Performance Spaces
Benefits
Theatres
What is Prime Box Office?
Prime Box Office is a leading provider of Internet-based box office ticketing software and services. Our reporting software allows venues or event promoters of any size to log in over the internet and view a variety of sales information. There is no software to buy or install, no special hardware required and no updates to worry about. Using a standard web browser such as Firefox or Internet Explorer, ticket sellers can track progress and generate reports. For ticket buyers, Prime Box Office leverages this unique technology to offer competitive service fees.
What services does Prime Box Office provide?
If you promote events or operate a venue, no matter how small or large, you can use Prime Box Office to sell your tickets. The Prime Box Office ticketing solution allows you to sell general admission or seated tickets over the internet on our website, from a link on your own home page, and through live operators. There is no ongoing cost to the ticket seller to use Prime Box Office and no hardware or software to buy.
Refunds and exchanges
How do I get a refund for a ticket I purchased at a venue box office?
Please contact the place of purchase/box office directly. You must return to the place of purchase in order to receive a refund for a cancelled or rescheduled event. Prime Box Office customer service only handles requests for online and phone orders placed directly with us.
I cannot attend my event because of bad weather, can I request a refund?
Refunds are not available due to poor weather conditions. In the case of a natural disaster or extreme weather problem, we will contact the promoter to see if refunds will be allowed. In general, all events are rain or shine and all sales are final.
The event I purchased tickets for has been changed and I no longer wish to attend, can I get a refund?
In these instances, you will receive an email with specific instructions on how to request/obtain a refund if you do not wish to attend. If you have any questions or do not receive an email, please call 1-877-265-3338.
What is Prime Box Office's exchange policy?
All sales are final, unless the event is cancelled, rescheduled or significantly changed. You will automatically be notified if this occurs as long as you provide us with a valid email address.
What is Prime Box Office's refund policy?
All sales are final, unless the event is cancelled, rescheduled or significantly changed. You will automatically be notified if this occurs as long as you provide us with a valid email address.
Website Security
How does Prime Box Office protect customer information?
When you place orders or access your order information, we make use of a secure server. The secure server software (SSL) encrypts all information you input before it is sent to us. In addition, all of the customer data we collect is protected against unauthorized access.
Is the Prime Box Office site secure?
Prime Box Office uses SSL (Secure Sockets Layer) protocol to encrypt the information entered on your secure order form prior to transmission over the internet. SSL is the industry standard for secure server commerce transactions. You can place your order online without fear of interception provided you are using an SSL compliant browser, such as Firefox or Internet Explorer. In your browser, the "http" should read "https" signifying that the site is secure once you place tickets in your cart and get to the transaction stage.
What information does Prime Box Office collect?
When placing an order, your name, email address or phone number, billing address, plus credit card number, expiration date and credit card security code (CID) are collected. This allows us to process your order and to notify you of your order status. Your IP address is used to help identify you, and to gather broad demographic data. Your IP address contains no personal information about you.
What is a cookie?
When you visit our site, our server sends your computer a "cookie". These cookies are small packets of information that identify you as a user of primeboxoffice.com. Cookies help us learn what pages on our site are most helpful to you and other users. Cookies do not deliver viruses and can only be read by the service that sent you the cookie.
Service fees
How much is the service fee?
The service fee will vary depending on the event, the face value of the ticket, and the delivery method chosen. Prime Box Office prides itself on providing a convenient, cost-effective method to sell tickets. Our service fees are designed to directly reflect the cost of doing business by using a pricing structure that combines percent-of-sales and flat fees.
Why am I being charged a service fee?
Prime Box Office is a business that provides a service, for a fee. Prime Box Office charges a service fee in the same manner that a travel agent would charge a fee for using their service. The Prime Box Office service fee pays for ticket distribution, installation and maintenance of computer hardware and software, telephone lines, labor and all other costs associated with processing a transaction online. Prime Box Office does not collect any portion of the ticket face value. Our charge provides the convenience of being able to purchase tickets either online or over the phone from the comfort of your home or office. If you wish to purchase tickets without our service fee, please contact the venue or promoter directly for more information.
Customer Log-in "My Account"
How do I log-in to my Prime Box Office account?
Click the My Account button on the top panel on the homepage. This will prompt you to enter your email address and password and will take you to your Prime Box Office account. If you can't remember your password or have trouble logging in, you can request to reset your password using the "Forgot your password" button.
How do I unsubscribe/update my preferences for Prime Box Office emails?
Please contact info@primeboxoffice.com
I can't log in to my Prime Box Office account online?
If you are having trouble logging in to your account, the first step is to request a new password by clicking the "Forgot Password" link in the log in box. This will send a new computer generated password to your email account right away (you should get the email within a couple minutes). Once you receive the email, you should write down the new password or highlight/right click on your mouse to copy it so that it is easy to quickly paste it in the log in field. The new, temporary password will contain a combination of numbers, lower and upper case letters and it is case sensitive. Once you successfully log in you will be able to immediately change your password to whatever you like (something easy to remember for next time). If you continue having trouble logging in, please call our customer service line at 1-877-265-3338.