Hi @YellowIcicle ,

Try this fix in the morning.

Head over to https://axssupportuk.zendesk.com/hc/en-gb/articles/14184613629212-How-do-I-contact-AXS-UK-as-a-customer and hit the Have a Question button in the bottom right corner, then type the word “Agent” without the quotes to have the bot connect you to a human.

They should be able to help with this.

Failing that, head to the box office with your purchase confirmation email and payment card, someone there should be able to figure this out and get you in.

Thank you. The AXS people could not help me. What do you mean by “box office”?

At the venue, there’ll be a desk that can handle this query. Otherwise, I’d suggest speaking to any on-site staff and they’ll advise.

I will see who else is around to help, bear with me.

Hey @YellowIcicle 

Glad to see one of our volunteers has already stopped by to help out. 

Did you manage to get everything sorted in the end?

I did send another mail to customerservices@ovoarena.co.uk

I hope they can sort this out. This is getting kinda frustrating.

The customer services also told me to go to the box office upon arrival. 

Hey @YellowIcicle,

Sorry to hear that it’s still an issue for you! There maybe some extra things to consider that could be blocking the access: 

• Check your device for a VPN as this could block access to certain apps or accounts.
• Ensure that you update your software as older software builds can sometimes cause issues. 
• check your spam folder in your emails incase any of the emails have landed there in error

Have you tried signing in on any other devices yet? 

Hopefully the team have other suggestions they can make when they get in touch. 

I tried all of those, no success unfortunately. One other suspicion I have had is that there might be different OVOArena apps based on the region of the App Store one is using. Are the OVOArena apps on app stores outside the UK identical to the UK one? Could that cause login issues? I am asking since the Ticketmaster UK app is different to the Ticketmaster apps outside the UK.

Hey @YellowIcicle

I reached out about this to see what would be best and if we can get you sorted here. I do have a few more questions and suggestions.

If the tickets were purchased through Ticketmaster, then we’d recommend contacting Ticketmaster support here or by phone on 0333 321 9999. We believe this would be the best place to get access to the account. You’ll then need to get these tickets from the Ticketmaster account.

If the tickets were purchased through your AXS account, to access the tickets on the Arena Wembley app you would need to login using the same details as your AXS account, if you’ve got one. Usually customers download the AXS app and get the tickets directly from there, it might be worth going via the AXS app rather than via the OVOArena app if you’re having issues there.

Could I also double check exactly where it’s getting stuck, is it the logging into the OVOArena app or is it the 'ticket wallet' section?

It may be helpful if you could share a screenshot of the issue so we can see where the problem lies.

For some reason the login works now after resetting the password for the 30th time.

Hi @YellowIcicle,

It’s great to hear that this has now been resolved for you!

Hi there-  I’ve purchased tickets to a gig at the OVO Wembley Arena next month and I’m trying to access my tickets on the app -  I bought my tickets through ticketmaster and it says I should access my tickets on the OVO app. When I log into the OVO app it doesn’t come up with my tickets, and when I go to the ‘inking ticket accounts’ tab and enter the ‘add ticket account email’, I never receive an email! It’s not in my inbox or my spam and I’ve tried multiple times - please help! 

Hey @MyQuestioning ,

It’s a little tricky here I’m afraid as OVO isn’t directly responsible for this one. Try contacting customer service via that app - they’ll be best placed to help.

Otherwise, try 020 8782 556 or customerservices@ovoarena.co.uk .

Hey @MyQuestioning,

There’s an app for Wembley - https://www.ovoarena.co.uk/your-visit/venue-app. Give that a try and let us know if it works for you. 

If that doesn’t work you can speak directly to ticket enquiries at the following link - https://www.ovoarena.co.uk/contact.

I hope this helps!