Question: What is "local venue time"?
Answer: Local venue time is the time zone that applies to the venue. For example, Madison Square Garden is ET, the Hollywood Bowl is PT. All presales and on-sales are scheduled in local venue time.
Question: Is there a customer service phone number I can call if I have a question about my Tour Club membership?
Answer: Yes, please call 1-855-786-2433 in the US and 949-333-4825 for outside the US.

Membership Info

Question: I don't have a credit card. Can I purchase a membership with a check or money order?
Answer: No. At this time, we only accept credit or debit cards for payment.
Question: My username is an email address. Can I change it?
Answer: Members who were transferred from the former fan community platform were assigned a login that consists of their email address + unique password. Your username is permanent, however, you may update your password using the Reset Password feature.
Question: When will my Premium membership t-shirt ship?
Answer: The 5H Tour Club Premium Membership gift is currently in production. We expect to received finished items in early August, and then we will begin shipping packages to our Premium members.
Question: I can't remember my username/password
Answer: If you forget your username and/or password, you may follow the steps to reset your password. If you are unsure of what email address you have registered for your account, you may contact Fan Support using the Contact Us form on this page.

Tour Club Presale Info

Question: Where is my unique Tour Club presale access code?
Answer: Once you are logged in to the site, you can find your code on the Tour page above the tour grid. You can also find this information on the User Profile page. Please note, you must be a current, active member to receive a presale access code.
Question: Does a paid membership guarantee I can purchase tickets?
Answer: "No. Paid membership is not a guarantee to purchase a ticket. Access to tickets is subject to availability, offered on a first-come-first-served basis. If your first show option is not available, you may select another show date to locate available ticket inventory. "
Question: My ticket presale code does not work. Who may I contact for help?
Answer: When you are on the ticketing site, do not copy and paste your password into the form field. Please manually type in your code. This prevents any chance of invisible characters or blank spaces from being entered. These invisible characters can cause the ticketing system to produce an error message. For additional assistance with Ticketmaster presales, you may visit the Ticketmaster help area:

You also may contact our Fan Support team using the Contact Us form on this page.
Question: After I place my order, when will I receive my tickets?
Answer: The ticketing agent will mail your tickets 4-6 weeks before the date of the show. Please contact the ticketing agent for the specifics of your ticket order fulfillment. If possible, please have your ticket order confirmation number ready.

For VIP Package offers, please read delivery details carefully. In some instances, there will be a WILL CALL pick up requirement. This means you will pick up your tickets at the venue box office, on the evening of the concert.
Question: Can I cancel my ticket order?
Answer: Once you place your order for tickets there are absolutely no refunds. If the show is canceled or rescheduled for a date that you are unable to attend, then you are eligible to receive a refund for the face value of the tickets.
Question: How is seating handled for people with disabilities?
Answer: We make best efforts to have wheelchair access seating available for our members. Advice will be found during the online booking process, including information on how to order accessible seats. Please check with your specific venue for details.
Question: What time do presales begin and end?
Answer: Check the Tour page for the most current presale information. Register for a member account so you are one of the first to receive announcements of new presales and on-sale schedules.
Question: Is there a Tour Club presale ticket limit?
Answer: 5H Tour Club members have access to four (4) presale tickets per membership during the membership period. This can be any combination of your ticket limit. For example, you may purchase one (1) ticket for four (4) separate shows, two (2) tickets for two (2) shows, etc.

Contact Us