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snailsuke
Rank 1
January 28, 2025
Solved

Can’t open ticket wallet on ovo arena app

Hello, I’m supposed to go see Aespa on march 2nd at Ovo Wembley but I can’t seem to open my ticket wallet? I know the tickets will only be available closer to the concert but everyone I know can at least open their wallet, while mine shows this message. It’s been like this for months now and I have no idea why.

 

    Chris_OVO
    Chris_OVOBest Answer
    Community Manager
    February 3, 2025

    Hey ​@snailsuke & ​@laurynjenny, 

     

    The team managed to get an update for us and the venue have reported they’ve seen a few of these issues coming through. The venue team are currently looking into the issues and working on fixing them but they’ve suggested a few work arounds for now: 

     

    The advice is for you to download the AXS app and create an AXS account (if you haven't already) with the email you’ve booked the tickets under. AXS is the ticketing partner for OVO Arena Wembley so all tickets will be accessible through here.

     

    If you or other customers are still having issues you can contact either:
     

     

    I hope this helps and we apologise for any issues this has caused you. We’re working internally with the venue to get this resolved. 

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    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    January 30, 2025

    Hey ​@snailsuke & ​@laurynjenny, 

     

    I’ve raised this internally to the OVO Live team to investigate. As soon as I know more i’ll come back to you with an update. I’m sorry for any inconvenience this has caused you!

    Renewable energy jokes never get old.
      Newcomer
      laurynjenny
      Newcomer
      February 1, 2025

      Hey ​@snailsuke & ​@laurynjenny, 

       

      I’ve raised this internally to the OVO Live team to investigate. As soon as I know more i’ll come back to you with an update. I’m sorry for any inconvenience this has caused you!

      any updates on this?

        Ben_OVO
        Community Manager
        Ben_OVO
        Community Manager
        February 3, 2025

        Good morning ​@snailsuke and ​@laurynjenny,

         

        Sorry to see that this issue is still persisting. I’ve caught up with ​@Chris_OVO and he’s still waiting to hear back from our OVO Live team. He’s chased them again this morning and we’ll be back to you as soon as we hear anything.

         

        Also, if you have any luck with https://axssupportuk.axs.com/hc/en-gb/articles/14184613629212-How-do-I-contact-AXS-UK-as-a-customer please do let us know! 

         

        We’ll be in touch again soon 😁

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          Chris_OVO
          Community Manager
          Chris_OVOBest Answer
          Community Manager
          February 3, 2025

          Hey ​@snailsuke & ​@laurynjenny, 

           

          The team managed to get an update for us and the venue have reported they’ve seen a few of these issues coming through. The venue team are currently looking into the issues and working on fixing them but they’ve suggested a few work arounds for now: 

           

          The advice is for you to download the AXS app and create an AXS account (if you haven't already) with the email you’ve booked the tickets under. AXS is the ticketing partner for OVO Arena Wembley so all tickets will be accessible through here.

           

          If you or other customers are still having issues you can contact either:
           

           

          I hope this helps and we apologise for any issues this has caused you. We’re working internally with the venue to get this resolved. 

          Renewable energy jokes never get old.
            Blastoise186
            Super User
            Blastoise186Super User
            Super User
            February 3, 2025

            Hiya!

            We have a confirmed success from another user that the workaround did the trick.

            Please can anyone affected try using the AXS app as suggested. If you’re able to make that one spit out a QR Code for your event ticket that changes every 60 seconds, you’ve got exactly what you need to get through the door.

            Hope this helps!

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              Newcomer
              Tomzy
              Newcomer
              February 4, 2025

              Hello, just wanted to ask if it works to use the Axs app even though i purchased through ticketmaster. Thank you!

              Blastoise186
              Super User
              Blastoise186Super User
              Super User
              February 4, 2025

              Yup! All tickets for that venue are accessible via AXS regardless of where you got them from 

              Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
                Ben_OVO
                Community Manager
                Ben_OVO
                Community Manager
                February 5, 2025

                Morning ​@Tomzy, and a warm welcome to the OVO Forum 😁

                 

                Let us know if you’ve been able to use the AXS app successfully. Sorry for the workaround - hopefully our ticket wallet will be up and running again soon! We’ll keep you posted 😊

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                Newcomer
                BigdonJac
                Newcomer
                February 11, 2025

                Hello, 

                I can’t see my tickets on ovo or axs but I can see them on ticket master. I definitely have the right email attached aswell 

                Blastoise186
                Super User
                Blastoise186Super User
                Super User
                February 11, 2025

                Hi ​@BigdonJac ,

                In that case please check with Ticketmaster for details on how to access your tickets.

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                Terms & ConditionsAccessibility statement

                OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

                OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

                OVO (S) Gas Limited is part of OVO Group Ltd