To protect account security and prevent abuse, you may be asked to complete a security check. We do this as part of our efforts to help give real fans — not bots — a fair opportunity at getting tickets.
If you are asked to complete a security check, you'll need to provide the requested security information using Persona. Persona is an industry-leading identity verification platform trusted by major companies across financial services, e-commerce, and technology. Ticketmaster runs security checks with Persona as part of our efforts to protect fans from bots or scalpers. When Ticketmaster prompts a security check, Persona quickly confirms the buyer is a real person. Persona uses encrypted, secure technology to confirm your identity. Persona is independently certified (SOC 2 Type 2, ISO 27001, and NIST 800-63 IAL2) and is GDPR and CCPA compliant. For more information visit Persona’s Privacy Policy and Ticketmaster’s Biometrics Privacy Notice.
For enhanced account security and to prevent abuse, we may temporarily restrict an account from purchasing new tickets based on suspicious activity, incomplete profile information or an unsuccessful security check.
Getting Ready for Your Security Check
How do I get ready for a security check?
We recommend you complete the security check on a mobile device and that you stay on one device for the entire process. Using multiple devices or multiple browser tabs may cause your submission to not be accepted. Please be prepared to take a live photo of yourself and in some cases also upload an official, valid photo ID to complete this check.
Acceptable photo IDs include, but are not limited to, a driver's license, state ID, or passport. Most government ID types are accepted. All IDs need to be current (non-expired). When an ID is required, Persona compares the photo on your ID to your selfie to confirm the ID belongs to you, and checks that the ID is valid and genuine.
In order to complete your security check, the name on your Ticketmaster Account must match your legal name as it appears on your ID. Go to Profile Details in your Ticketmaster Account to make any changes, along with confirming your phone number and email are up to date.
Have your photo ID ready and be located in a place where you can take a photo before you tap the Verify button.
If I’m under 18, do I need to complete the security check?
Fans under 18 who are prompted to complete the security check will need to get a parent or legal guardian to complete the check on their behalf.
I’m buying tickets for someone else. Whose photo or ID is this supposed to be?
The security check must be completed by the account holder signing up for the presale.
What do I do if I receive a device camera permissions error for the security check?
To complete the security check, you’ll need to use a device with a camera. You can enable camera permissions for the security check by following these steps:
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- In the Settings app, go to Privacy & Security.
- Select Camera.
- Enable the browser that you are using on your device.
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- In your Settings, go to Security & Privacy.
- Select the Privacy section and tap Permission manager.
- Tap Camera and select the app or browser you are using and choose "Allow only while using the app" or "Ask every time.”
Your Data and Privacy
How is my data used?
The information you submit through Persona is used to confirm you're a real person and that the identity you're presenting is genuinely yours. Persona does not sell or share your personal information, and does not use your data for any AI or model training. Persona does not use your data for any purpose unrelated to verifying your identity and helping protect account security and prevent fraud and abuse.
How long do you hold on to my data?
Ticketmaster sets the rules for how your data is used and how long it's kept — Persona processes it on our behalf, under our instructions. Your biometric information is collected and held by Persona. Ticketmaster can access biometric information when needed for security purposes, but we don't store the records ourselves.
For successful verifications, Persona stores biometric information for no more than 60 days. For unsuccessful verifications, it is stored by Persona for no more than 3 years to prevent fraud and abuse.
Persona is contractually limited in how they can use your data: it can only be used to provide and support verification and to improve their ability to prevent fraud at Ticketmaster. They're bound to protect it with industry-standard security controls and delete it in line with the retention limits we've set and applicable law.
All information is encrypted from the moment you share it until it's deleted. For more details on Persona’s technical encryption, see Persona’s Security and Privacy information.
Why am I being asked to complete a security check when signing in?
We may ask some fans to complete a security check when signing in to confirm the account belongs to you and to help protect the site from unusual activity. Depending on the situation, you may be asked to verify with a selfie, a one-time passcode (OTP) sent to your phone, a photo of your government-issued ID, or a combination of these.
How do I complete the security check?
To complete the security check, follow the on-screen instructions to use the required verification method. If you're asked to complete the check using a phone number you no longer have access to, select I don't recognize this number and you'll be asked to verify with a selfie and government-issued ID instead.
What happens after I complete the security check?
You will receive an update on your submission immediately. If your information is confirmed, you'll be able to sign in and use your account as normal.
What if I don't complete it or my security check fails?
If the security check isn't completed or is unsuccessful, you may be restricted from purchasing or transferring tickets, or in some cases, from signing in and accessing your account.
What if the security check doesn't load or times out?
If the check doesn't load or times out, please try again after a few moments.
Why am I being asked to complete a security check?
We may ask some fans to complete a security check to sign up for an artist presale to help give real fans — not bots — a fair shot at getting tickets.
How do I complete the security check?
If you’re asked to complete a security check while signing up for the Artist Presale, you’ll get step-by-step instructions after you tap Sign Up. In most cases, that just means taking a quick selfie to protect the sale by confirming everyone signing up for the presale is who they say they are.
What happens after I complete the security check?
You'll get an immediate update on your submission. If your information is confirmed, you can return to the Artist Presale page to complete your sign up.
What if I don’t complete the security check requested during the Artist Sign Up presale?
You may choose not to complete the security check, but as a result you won't be able to participate in the Artist Presale. You can shop for tickets in the general sale.
To minimize the chances of being asked to complete a security check in the future, please make sure your billing information matches the name on your Ticketmaster Account and that you are not using a VPN to access the sign up page.
Will I have to go through the ID check again if I alter my selections?
No. You only need to pass the security check once when signing up for the Artist Presale sign up.
What if the security check doesn't load or times out?
If the check doesn't load or time out, please try again after a few minutes.
What am I being asked to complete a security check?
We may ask some fans to complete a security check when requesting tickets to help give real fans — not bots — a fair shot at getting tickets.
How do I complete the security check?
If you are asked to complete the security check when requesting tickets, complete the check from that page. The prompt will appear after you tap Add To Request and most often only requires you to provide a quick selfie to help us confirm that each request belongs to a real individual.
What happens after I complete the security check?
You will receive an update on your submission immediately. If your information is confirmed, you can return to the ticket request page to complete your request.
What if I don't complete it or my security check fails?
If the security check isn’t completed for your ticket request or your security check is unsuccessful, you will not be able to request tickets.
Will I have to go through the check again if I alter my selections?
No. You only need to successfully complete the security check once.
What am I being asked to complete a security check?
You may receive an email to complete a security check if our systems detect suspicious behavior. To keep your account secure, we need to confirm you're a real person. We do this as part of our efforts to help give real fans — not bots — a fair shot at getting tickets.
How do I complete the security check?
If you receive an email from Ticketmaster requesting a security check, click the a secure link to begin the process. The process will typically take less than two minutes.
What happens after I complete the security check?
Your submission will be reviewed within 5-7 days of completion and if you pass, your account access will be restored.
What if I don't complete the security check or my check fails?
If you don't complete the security check or your check fails, your account may remain restricted. Please see the email communication sent to you for details on security requirements to retain your tickets and full account access.
What if my link expired?
If you receied the link to your security chekc through email and it has expired, your account has been permantently restricted from making new purchases.
Why am I being asked to complete a security check to remove my phone number?
To protect your account, we need to confirm it's really you before removing the phone number on file. The fastest way to do this is to log in to your Ticketmaster Account and verify your identity with a one-time passcode (OTP) sent to the phone number currently on file.
If you no longer have access to that phone number, you can contact Fan Support to get a link to complete a quick security check to verify your identity instead before changing the phone number on your account.
How do I complete the security check?
When you receive the email from Ticketmaster requesting a security check, click the a secure link to begin the process. The process will typically take less than two minutes.
What happens after I complete the security check?
Your submission will be reviewed immediately and if you pass, the phone number on your account will be removed. You can add a new number to your account the next time you sign in.
What if I don't complete the security check or my check fails?
If you don't complete the check or it fails, the phone number on your account won't be removed. If you're experiencing any issues verifying your phone number, please contact Fan Support.