Ticketfly UPDATE: ‘Credit And Debit Card Information Was Not Accessed’

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Ticketfly’s homepage is back online, with the message with the company saying that after consulting with cyber-security experts, credit and debit card information was not accessed in a cyber attack that caused the ticketing platform to go offline May 31. 

A Ticketfly representative told Pollstar: “Last week Ticketfly was the target of a malicious cyber attack. In consultation with third-party forensic cybersecurity experts we can now confirm that credit and debit card information was not accessed. 

“However, information including names, addresses, email addresses and phone numbers connected to approximately 27 million Ticketfly accounts was accessed. Upon first learning about this incident we took swift action to secure the data of our clients and fans. We take privacy and security very seriously and regret any disruption this has caused. We’re extremely grateful for the patience and support of the Ticketfly community.”

UPDATE: Ticketfly says venue and promoter partner websites are coming back online with ticket purchases allowed. Ticketfly Backstage is online although the main site remains down.

“This means you’ll be able to sell tickets onsite or online – including through search, Facebook, and affiliates. The experience will feel the same as always, and all of your previously built events and historical data will be there when you log in to Backstage. To log in, please click here.”

“We’ve engaged leading third-party forensic and cybersecurity experts to investigate and help us address the issue, and have done this with your security top of mind,”  a statement at the usual Ticketfly URL reads.  “More specifically, Box Office, ticket purchasing, and scanning capabilities are now being made available again.”

Chicago-based Jam Productions has informed fans that Bon Iver e-tickets for tomorrow’s show will be accessible. 

UPDATE: A Ticketfly representative told Pollstar: “We’re continuing to investigate the cyber incident and working around the clock to get our systems back up and running. Please see this page for additional information.”

The update includes info for venue owners and event promoters, saying, “We encourage you to use your social channels to communicate with fans that they should bring photo ID and if possible, a printed version of their ticket.”

As far as when Ticketfly will go live again: “Unfortunately, we don’t have a specific timeline to share right now. We deeply regret the inconvenience caused by this incident and are working around the clock to resolve the issue and get all Ticketfly systems back up and running. “

Ticketfly has temporarily gone offline after saying it was the “target of a cyber incident.”

The latest statement was provided to Pollstar from a Ticketfly representative:

“We’ve determined that Ticketfly.com has been the target of a cyber incident. Out of an abundance of caution, we have taken all Ticketfly systems temporarily offline as we continue to look into the issue. We realize the gravity of this decision, but the security of client and customer data is our top priority. We are working tirelessly, and in coordination with leading third party forensic experts, to get our clients back up and running.”

“For information on specific events please check the social media accounts of the presenting venues/promoters to learn more about availability/status of upcoming shows. In many cases, shows are still happening and tickets may be available at the door.”

Warped Tour founder Kevin Lyman was among the event organizers assuring fans that its events were not canceled, tweeting: “If anyone is trying to buy tickets on Ticketfly this morning their system is down. The shows are not cancelled or sold out, hang tight, they are working on it.”

Fans on social media were upset about today’s onsales, including Florence + The Machine presale as well as Dua Lipa after-show tickets. 

Going to the website brings only the following message: “All Ticketfly and related systems are temporarily offline. Please check back for updates.”

Ticketfly counts more than 1,200 leading venues and promoters as partners, including Merriweather Post Pavilion, Bowery Ballroom, the Brooklyn Bowl, Central Park SummerStage, Pitchfork Music Festival, and The Troubadour. The San Francisco-based company boasts that it works with more of Pollstar’s top independent clubs than any other provider, and in 2015 was named one of Fast Company’s “Most Innovative Companies in Music.” Sites including 9:30 Club, Brooklyn Bowl and Chicago promoter and venue operator Jam Productions were also down, displaying the same message with a Ticketfly logo. 

The apparent security breach comes as dozens of websites review their security policies and try to explain to users how their personal information may be used by third parties. 

Pollstar recently interviewed Ticketfly co-founder and now Eventbrite board member Andrew Dreskin. The one-time rivals united in 2017, after Pandora acquired Ticketfly in 2015. However, the ticketing platforms are likely on separate networks as Eventrbrite appears to still be online.

“At Ticketfly we were sort of the champion of independent venues and promoters,” Dreskin said.”We were the company that built tools specifically for independent venue owners, promoters, and by extension independent artists, talent agents, and managers. And now we continue with that work at Eventbrite.”

This is a developing story.