Why has my payment been withheld and not collected?
Our current procedure is to hold your booking payment and deduct it when you receive your tickets by mail. This way, if there are any issues with the booking process, your money can be released more quickly.
My payment attempts have been rejected several times. What should I do?
If you wish to pay by credit card, please check that you have entered your card details correctly: the CVC number and the expiry date.
Secondly, check that you have sufficient funds in your account. Also, make sure you know your 3-D Secure password. This system is used by banks and credit card providers to provide greater security for online payments. Incorrect answers to these 3-D Secure questions are the main reason for failed payments. You can contact your bank for more information on how this system works.
How can I be sure that my credit card details are protected?
Our payments are processed by Adyen, one of the world's most trusted payment processors. We do not have access to credit card details at any time.
Was the payment processed correctly?
If you've reached the order confirmation page, your payment has been successfully processed. You'll first receive an email confirming receipt of payment, and then a second email with your tickets as soon as they're ready. If you still haven’t received your tickets and your visit date is approaching, please contact our Customer Support team so we can assist you.
Have I been charged twice for the same order?
If you place a new order after reaching the order confirmation page, you may be charged again because a new booking is created.
If you notice two transactions in your bank account, please check the Booking ID associated with each transaction:
- If both transactions have the same Booking ID, please contact our Customer Service team so we can review the payment.
- If the transactions have two different Booking IDs, this means that two separate bookings were successfully created.