Ticketmaster Apologizes For Billie Eilish Presale Errors, Says Issues Resolved

Based on the response online, Billie Eilish completely blew the doors off her Verified Fan presale today, but some fans accused Ticketmaster of being the “bad guy” when their experience was bogged down with technical issues.

Dozens of users complained of receiving errors that either booted them from the line, stuck them with a loading screen or asked them to use a different device, but a large amount of feedback was also just general excitement at having successfully acquired tickets. 

Still, the issues were substantial enough that TM felt the need to issue a formal apology to fans and provide specific instructions for how to get support.

<blockquote class=”twitter-tweet”><p lang=”en” dir=”ltr”>Billie Eilish Fans: We sincerely apologize for the issues during today&#39;s presale. We will ensure that all Verified Fans are able to purchase tickets prior to tomorrow&#39;s public onsale.</p>&mdash; Ticketmaster (@Ticketmaster) <a href=”https://twitter.com/Ticketmaster/status/1179802418839801856?ref_src=twsrc%5Etfw”>October 3, 2019</a></blockquote> <script async src=”https://platform.twitter.com/widgets.js” charset=”utf-8″></script>

<blockquote class=”twitter-tweet”><p lang=”en” dir=”ltr”>If you receive an error during checkout, please refresh the page to try to get through again. If the issue persists please contact <a href=”https://twitter.com/TMFanSupport?ref_src=twsrc%5Etfw”>@TMFanSupport</a> with details of your issue for troubleshooting.</p>&mdash; Ticketmaster (@Ticketmaster) <a href=”https://twitter.com/Ticketmaster/status/1179802540566831107?ref_src=twsrc%5Etfw”>October 3, 2019</a></blockquote> <script async src=”https://platform.twitter.com/widgets.js” charset=”utf-8″></script>

Eilish later responded with a post on Instagram reading: “You guys broke ticketmaster lmaoooo but we fixed it. If you got a pre-sale code but weren’t able to use it this morning, check your texts and get them tickets. For everyone else, tickets go on sale tomorrow. Love you.”

A Ticketmaster rep told Pollstar that when all was said and done, the presale was delayed for approximately one hour and a number of users did encounter errors, but to their knowledge all of the issues brought up with support team had been resolved. 

This is not the first time Eilish’s fans have been at odds with Ticketmaster. Earlier this year the artist bumped up her venue size in Chicago from two shows at Aragon Ballroom to one at the United Center, upsetting some fans whose GA tickets at the ballroom were switched to upper level seats in the arena. TM offered fans whose seating was altered perks like food and beverage gift cards and presale access for a future show to try to make good. 

Pollstar is researching  what went wrong with the presale.

The general onsales for Eilish’s upcoming “Where Do We Go Tour” begin tomorrow.