Frequently asked questions

I have not received or have lost my tickets

Tickets are sent out automatically and should arrive your mailbox within a few minutes after successful payment. If you did not receive them, please check your spam folder first.

It is also possible that perhaps you mistyped your e-mail address when making the purchase.

If you paid using regular bank transfer, it might take a few days until we get your payment and send out the ticket.

If you have access to your bank account, use our ticket recovery page.

You may also contact the organiser of the event or send us an email to, attaching your payment details.

My credit card payment failed

Why payments fail

Failed payments typically happen when credit card information is entered incorrectly or the card is declined. Declines can happen for a variety of reasons other than the availability of funds.


  • Please check that you entered the card number, date and CVC correctly, your card is still valid and you have enough funds on it.
  • Our credit card payments use 3D Secure method which means your own bank should ask you for an additional password or code after you have entered your card details. Please see the next section about 3D Secure.

3D Secure

3D Secure is provided by your bank, not Fienta. It is an extra layer of security for online transactions, commonly referred to as "Verified by Visa" or "Mastercard SecureCode".

After you have entered your payment card details on Fienta, your bank will load a next screen usually as pop-up window. Please enter the information requested and click "submit" to authenticate payment. Please note that a password is not always requested and 3D Secure popup dialog implementations by banks may vary greatly.


  • If you do not know your password or you have not set up 3D Secure, you should follow the instructions on the pop-up. If you cannot see instructions or you have any questions please contact your bank, who should be able to help.
  • You may also need to contact your bank if you need to change how they verify your identity, for example by switching from a password to a code sent by SMS.
  • If the the 3D Secure step or popup did not appear, please set your browser or pop-up blocker to allow pop-ups.
  • If you are using Internet Explorer 10, please attempt to pay using an alternative and more modern internet browser.

Charges on failed payments

In some cases, your card may be charged and then immediately refunded if your transaction is blocked. This will show as two line items on your credit card statement - a debit followed by a credit.

I have a question regarding my payment

Chat with us or send us an email to

I have a question regarding a specific event

Please contact the organiser of the event if you have a question about access, schedule, accessibility etc.

Can I get a refund if I can't attend the event

The policy regarding refunds is set by the organiser of the event. Please contact them directly.

My bank transfer was returned to my account

If you pay by bank transfer, we issue the invoice in the name of the event organiser but ask you to pay to our/ticketing company's bank account.

You should make the payment exactly as stated on the invoice, naming "Fienta Ticketing OU" as the beneficiary of the payment. If you state the organiser's name instead, the name and bank account number do not match and banks will return the payment to your account.

Do I have to pay for VAT if my company attends event in another EU country

Yes, events in the European Union are VAT taxed in the country they take place at. For a more detailed explanation, please consult the paragraph "Supply of services" in this article by the European Commission. We quote:

B2B services in respect of admission to cultural, artistic, sporting, scientific, educational, entertainment and similar events will be taxed at the place where those events actually take place.

Example 34: When an Irish company for business purposes pays for the entry to an opera in Verona, the ticket will contain Italian VAT. That applies whether the ticket is bought on-line or at the ticket booth.

Example 35: For a conference organised in Stockholm for participants paying a fee to attend, Swedish VAT is charged.

I received the tickets after the event had ended

If you were unable to attend the event because of technical problems in our system, we will make you a full refund for your purchase.

Can I sell tickets to my own events here

Yes, Fienta is open to all event organisers! Please take a look at our features or sign up for a free account and give us a try.

Can I resell tickets

No, Fienta can not be used for reselling tickets bought from us or from other sources.