We want everyone to enjoy events at the Students’ Union – we’ve included our most asked questions here but if you can’t see the answer you need, please get in touch and we’ll be happy to help! Just email us on ussu.boxoffice@surrey.ac.uk

Q: When do Freshers’ wristbands go on sale?

A: Wristbands go on sale at a different time every year, but usually it’s in late-August! The official University of Surrey Freshers Wristband is ONLY sold by/on Tixtu (NOT FATSOMA!), so make sure you buy the actual one!

Q: How will I know who is performing? 

A: Please check the Union’s Freshers’ Facebook page for a full list of acts performing- the final line up will also be posted under the ‘Events’ tab on the website once announced at around the start of September!

Q: I’ve bought a ticket/wristband from a website that’s not Tixtu?

A: Tixtu is the ONLY ticket supplier for the University of Surrey’s Freshers’ Week. We have no affiliation with other websites such as Fatsoma- they have no link to us whatsoever and if you buy a ticket with them you will not get ANY entry into the OFFICIAL University Of Surrey Freshers’ week.

Q: Can I buy tickets for individual nights?

A: Yes, individual tickets will go on sale.

Q: How do I buy a wristband/tickets?

A: Follow the directions above, under ‘Ticket Buying Process’ and create an account on www.tixtu.com, see the steps above. Make sure you join the University of Surrey Students’ Union Group on Tixtu, so it knows you are a Fresher. 

Q: I’ve bought a ticket but my code/ticket hasn’t been emailed to me?

A: Don’t panic! The tickets are not emailed to you! Download the TX.IS app and your ticket can be found there.

A member of staff can lookup a customer’s ticket on a computer and reprint it, but this will only be done in exceptional circumstances and it will be recorded so repeat incidents don’t occur.

Q: Can I buy tickets for my friends?

A: Yes absolutely! If they are a current student at this University OR another university with a valid student card, then buy them a Student ticket. If they aren’t a current student or don’t have a valid student card then they will need a non-student ticket. You will need to transfer the ticket you have purchased for them to their email address. Just go onto the app and press transfer! They will then be invited to download the app and create an account to host the ticket you sent them.

Q: I’ve lost my student ID, what do I do?

If you’ve lost your ID, you need to go on: Campus card | Campus life | MySurrey and follow the instructions.

If you’ve lost it just before a night out then please email jade.johnson@surrey.ac.uk explaining this. We can possibly add you onto a special list such that any normal photo ID will allow you access for that event, however this is not a guarantee.

Q: I have bought my ticket how do I get into Rubix?

A: See above. You will need your campus card or alternative acceptable form of ID, please see our event policies. To validate your ticket we will need to scan the QR code found on the TX.IS app, please have your ticket ready when you approach the venue. Each QR is unique, untraceable and can only be scanned once. The QR code is your ticket. If you have a wristband, go into the wristband queue and security will check your wristband upon entry.

Q: The error message says ‘There has been a small glitch’

A: This is an error message that comes up when the tickets that you have selected have all been sold out. We are working with tixtu to ensure that we can change that error message. If you have any queries please email ussu.boxoffice@surrey.ac.uk .

Q: My payment has been ‘cancelled’

A: Please check that your card details match the details that you are entering into the screen, specifically the three digit number on the back of your card and the address you have supplied needs to be the same as where you card is registered to.

Q: The account isn’t registering as a member of the University of Surrey Students Union group

A: Please ensure that you are supplying your URN, the seven digit number below your name on your campus card/University acceptance letter. Please ensure that you date of birth is supplied in the following format DD/MM/YYYY e.g. 13/08/1992

 If you have any issues, please email ussu.boxoffice@surrey.ac.uk.

Q: Can I re-sell my ticket?

A: Yes, simply arrange payment and then use the in-built transfer ticket function within the TX.IS app. Do not accept any QR code screenshots as these tickets may not be secure or valid. You can sell tickets for face value or less. Anyone caught re-selling above face value will be disciplined the Students’ Union. If you catch someone reselling tickets above face value or selling fake tickets, screenshot it and send it to ussu.boxoffice@surrey.ac.uk and cc: jade.johnson@surrey.ac.uk – you may be rewarded. You CANNOT re-sell a wristband- once it’s off it’s void.

Q: My account has been charged multiple times

A: This is likely to occur if you have tried to purchase tickets several times with an incorrect fraud protection details. For example CV2 number, your address or the 3D secure password. Your account will not be charged but it may appear to your bank that they have accepted several payments whilst non have actually been accepted. To check how many tickets you have bought, you at your my tixtu and my history tabs in tixtu. If you have any issues, contact ussu.boxoffice@surrey.ac.uk .

Q: My confirmation email still hasn’t been sent how do I know that I have tickets?

A: You will receive a payment receipt straight after purchasing a ticket, however during times of increased demand it may take up to an hour for the ticket (QR Code) to be generated and sent to you. If you want to check the tickets that you have purchased then click the my history tab on the Tixtu website.

Q: Can I get a refund?

A: We will not offer refunds for tickets except in very exceptional circumstances; accidental purchase is not sufficient grounds for a refund. Under the Consumer Protection (Distance Selling) Regulations, event tickets are not subject to a right to cancel; therefore we do not have to offer a refund unless the advertised event has changed significantly. You may sell re-sell your ticket for no more than face value, please see above.

Q: My account isn’t registering as a member of the University of Surrey Students’ Union group, what should I do?

A: To join the University of Surrey Students’ Union group you will need to click an event, then click the ‘about group’ button in the top right hand corner, followed by the ‘join group’ button. This will take you to a page in which you will need to enter your URN (AKA: student number) and date of birth. Your URN is the seven digit number, beginning with 6, below your name on your campus card. When entering your date of birth please ensure it is supplied in the following format DD/MM/YYYY e.g. 13/08/1992- you must use the forward slash between the date, month and year, any other formatting will not be recognised.

Q: I’m a final year / graduating but I can’t buy a ticket?

A: The data we have uploaded is from registry and includes everyone that is graduating this year either at Easter or in July. If this is your last End of the Year Show at Surrey you will have priority access to tickets from 8-9am on the 11th June. If this doesn’t work for you please email ussu.boxoffice@surrey.ac.uk with your student number and we will look into this for you.

Q: I’m a final year, can I buy tickets for other people?

A: Final years can buy their ticket and one extra ticket for other final years only, they are not to purchase tickets or wristbands for students in any other years. Students can buy up to two wristbands or two tickets for each individual night.

Q: My payment has been cancelled, how do I fix this?

A: If your payment has cancelled please check that your card details match the details that you are entering into the screen, specifically the three digit number on the back of your card. You must also ensure the billing address you have saved in your account settings matches the billing address on the card you are using, if these do not match the transaction may fail.

Q: The tickets are sold out on the website, will there be any more on sale?

A: No there won’t be any more on sale. If the tickets have sold out we will not put more on sale, unless previously advertised that staggered tickets will be used for that event. However customers have ten minutes to complete their transaction on Tixtu once they have selected tickets, so it is possible that after the ten minutes that those tickets will return online for general sale if they haven’t been purchased. If tickets have sold out, there will be an icon to say ‘sold out’ next to the tickets in question, however if the icon says ‘not available’ this could mean that tickets are on hold as purchases are going through, therefore tickets may become available again if a student doesn’t complete their transaction in the 10 minute slot. In these circumstances we advise that you just keep trying.

Q: My account has been charged multiple times

A: This is likely to occur if you have tried to purchase tickets several times with incorrect fraud protection details, for example your CV2 number, your address or the 3D secure password. Your account will not be charged but it may appear to your bank that they have accepted several payments whilst none have actually been accepted. To check how many tickets you have successfully purchased go to the ‘my history’ tab on your Tixtu account and all successful purchases will appear here. If multiple transactions are showing on your bank, please allow a few days for these to correct themselves, money will only be taken if the transaction was successful.

Q: I have bought my wristband/ticket how do I get into Rubix?

A: If you have a bought a combined ticket for all three nights you will need to exchange the ticket for a wristband and collect your free t-shirt at the advertised time, the wristband includes entry to all three End of the Year show nights and the Citrus on Wednesday the 14th June. If you can’t make the collection time – don’t worry you can pick your wristband up on one the nights on the door. T-shirt sizes are first come first served

You will need your campus card or alternative acceptable form of ID to enter Rubix. To validate individual tickets we will need to scan the QR code within the TX.IS app, please have your ticket ready when you approach the venue. Each QR is unique, untraceable and can only be scanned once. The QR code is your ticket, treat this as you would a tangible ticket.

Q: Can I collect someone else’s wristband?

No, you must collect your own wristband, you will not be able to collect anyone else wristband, even if you bought their ticket for them. In order to collect your wristband you must bring your student card and confirmation email. You cannot collect a wristband on behalf of someone else – wristbands must be collected in person.

Wristbands guarantee you entry before 11.30pm. If you have a wristband and arrive after 11.30pm you may have to queue and will not be guaranteed entry but will not be required to pay again. You MUST be in the queue before midnight – which is our last entry time.

Q: My friend is a student but not a Surrey Student. Can they come?

A: Students from other UK universities may attend our events with student tickets. They must bring their student cards from their place of study and they will also need to bring another form of photo ID for proof of age, passport or driving license is acceptable. NUS cards may also be used with a supporting photo ID for proof of age. If you are not a student then entry is not allowed to events unless a non-student ticket is purchased for you by a surrey student.