F.A.Q.

Read the answers to the questions in the following list carefully.
If these answers are not solving your problem, please check the Help section or fill in the Help and Assistance formand you will receive an answer within 24 working hours.
Our technical assistance service operates from Monday to Friday from 9 am to 6 pm, holidays excluded.

FREQUENTLY ASKED QUESTIONS
  1. MEANS OF RESERVING AND PURCHASING TICKETS ON VIVATICKET
  2. AUTHENTICATION
  3. SEAT AVAILABILITY, SELECTION AND ASSIGNMENT
  4. TRANSACTION CODE AND RESERVATION RETRIEVAL
  5. PAYMENT METHODS
  6. PAYMENT RECEIPT
  7. TICKET COLLECTION
  8. SHIPPING COSTS
  1. MEANS OF RESERVING AND PURCHASING TICKETS ON VIVATICKET
    • What's Vivaticket?
      Vivaticket is a presale circuit by Best Union Company S.p.A. which allows you to purchase tickets and season tickets for drama works, operas, ballets, dance shows, musicals, comedies, exhibitions, museums, symphonic and light music performances and more.
    • How can I purchase tickets?
      You can find all of the active purchase methods on every event file together with all of the references. You will generally be able to book your tickets online through our site www.vivaticket.it, at any of the authorised Vivaticket sales points throughout Italy and through the Vivaticket call center by dialling +39.041.2719035.
      Fax, e-mail or telephone bookings can't be taken directly by Best Union Company S.p.A..
    • How can I purchase tickets online with www.vivaticket.it?
      You must choose the event you are interested in from www.vivaticket.it, and access its file; then you will need to choose the date you wish to attend the performance from the available ones and follow the instructions to proceed.
      For further information about how to search the site and purchase tickets on www.vivaticket.it you can read the Help section.
    • How can I purchase tickets through the Vivaticket call center service?
      If you wish to book tickets via phone, you can dial +39.041.2719035 to reach the Vivaticket call centerservice. Our phone operators will book for you. Please remember that the operator will need the following information: which event you wish to book for, how many tickets do you need, your personal details, and your credit card details.
      • What's the fee for the Vivaticket call center at +39.041.2719035?
        The cost of a call from landline is to 1,0329 euros per minute. The maximum cost of the service for mobile phones is 1 euro and 55 cents per minute and a connection charge of 12,91 euros. The service is reserved to people of 18 years or more. All the cost highlighted are expressed after VAT.
      • How long does a call to Vivaticket usually lasts?
        An average call for a purchase to Vivaticket call center lasts about 3 minutes, but may also vary. The maximum lenght of the call is 12 minutes and 30 seconds.
      • Which times and days is Vivaticket call center working?
        Vivaticket call center service is active from Monday to Friday, from 9am to 7pm and Saturdays from 9am to 2pm.
    • How can I purchase tickets through the Vivaticket Sales Points network?
      If you wish to purchase your tickets at a Vivaticket sales point, you will need to go there personally. You will find a sales points search engine on the Vivaticket home page, but you will also be able to check them from the SALES POINTS link within every event file.
      • How do I know which is the nearest sales point?
        You can check the whole sales points list from the Sales Points Search Engine on the Vivaticket homepage, from which you can also choose the region and/or province you are currently residing in.
      • How do I know which events are available for booking at a single sales point?
        By clicking on the SALES POINTS link you will find within every event file, you will find all of the active sales points which have availability € for that single event.
    • How much is the ticket if I buy it through Vivaticket circuit?
      The transaction total fare includes the admission ticket fare, pre-sale fares if applied, and in some cases a further commission service fare including a 20% VAT fee. Detailed amounts and total sum for your online transaction are shown both on your process summary (right before the payment page) and on your purchase receipt. For reservations placed with Vivaticket call center service or at a sales point, you will be told the total reservation sum and you can obviously ask for the detailed amounts.
    • How can I send a complaint?
      You can send your suggestions or complaints related to our online booking service through the Help and Assistance form.
  2. AUTHENTICATION
    • How do I register?
      If you are not yet registered to Vivaticket, click on the "Register" link (always shown on the top-right corner of every page) or on the "Sign in or Register" on the price chart of every event. Once all the details have been provided, you will get an e-mail message with an activation link which you will need to click in order to complete your registration process.
      PLEASE NOTICE: if you don't click on the activation link you find in the e-mail, you will be able neither to book or buy any ticket as your registration will not be complete.
    • I didn't get any activation e-mail. How do I activate my account then?
      Get in touch with the Vivaticket staff through the Help and Assistance form.
    • How do I change or update my personal details?
      Once you logged in to your account, click on your Username on the user area (always shown on the top-right corner of every page); or, click on the My Vivaticket link, and then access My Details section.
    • I forgot my password, what do I do?
      If you forgot your access details, you can retrieve them at any time through the "Retrieve details" page, by providing the e-mail address related to your account. We'll send you all of the details via e-mail.
    • I received the e-mail message with my access details, but I can't read them because it's all asterisks. What's happening?
      If you see asterisks instead of your log in details, this means your account has not yet been activated. If you received the activation e-mail, click on the link in order to complete your registration process. Else, get in touch with the Vivaticket staff through the Help and Assistance form.
  3. SEAT AVAILABILITY, SELECTION AND ASSIGNMENT
    • How many tickets can I buy in my name??
      The ticket amount varies according to the Promoter. Maximum ticket amount goes from 2 to 10 for every single operation. If you need to book more tickets at once, you will simply need to click on the "Book more" button at the bottom of the "My cart" page and repeat the booking process.
    • How can I check for seats availability?
      Available seats are the same for all of the Vivaticket circuit: internet site www.vivaticket.it, Vivaticket call center +39.041.2719035 and Vivaticket sales points.
      You can therefore see the availability either online - after you have selected the date you wish to attend the performance from the event file - or asking the Vivaticket call center and/or sales points operators.
    • What do the squares colours on the graphic plan mean?
      Coloured squares on the venue graphic plan stand for available seats in different sectors and price zones. Every colour is a different price zone. Grey squares are non-available seats. These seats are managed and sold directly from the event Promoter, and can either be taken or available at the box office directly.
    • Can I choose the position of the seats I wish to buy?
      • If you buy your tickets through the Vivaticket call center or at a Vivaticket sales point you can choose the seat that will be manually selected by the operator.
      • If you buy your tickets online, there are two different ways to choose seats:
        1. BEST SEAT AUTOMATIC SELECTION: seats assignment is normally operated by an automated system, which picks for you the best seats available while you are booking, according to the price zone you have selected.
        2. MANUAL SEAT CHOICE. In case this option is available, you will find all of the instructions about how to manually choose your seats while you are booking. For further information about this option you can also read the related Help section..
    • What if I don't like the seats I have been assigned by the system?
      You will find a summary of your seats positions and numbers and their position shown on the plan on your confirmation page. If you do not wish to buy the seats you have assigned, you simply MUSTN'T add them to your cart within the 2 minutes given by the system. If you have already added those seats to the cart, you can select them and click on the "Delete" button on the bottom of your cart summary page; the seats will be freed and made available for a brand new booking process.
  4. TRANSACTION CODE AND RESERVATION RETRIEVAL
    • What's the transaction code, and what do I need it for?
      The transaction code identifies your purchase and it is automatically assigned by the system when you place your reservation. This code has an alphabetical prefix followed by 12 digits (i.e. VIVATK100100100100), and it is different and unique for every transaction; it comes printed both on your purchase receipt and ticket. You will need your transaction code to retrieve your transaction whenever you want, or to confirm your payment within the time limit assigned by the system.
    • What happens if I forget to write down or lose my transaction code before confirming the payment?
      Access your MY VIVATICKET - MY PURCHASES personal area to check the summary of all of your purchases and bookings, see all of the related transaction codes and view and print your purchase receipts.
    • How much time do I have to use the reservation retrieval tool?
      The Reservation Term is clearly shown on the Cart summary page by the time clock icon, which shows the right time limit within Customer could pay for the admission tickets.
      If you can't succeed in confirming payments for your transactions within the time limit assigned by the system, they will be automatically cancelled and seats will be put back on the sale system for a brand new booking process.
      If you turn away from the My Cart page by mistake, you can always get back using the My Cart link at the top right corner of every page, in the user area.
  5. MODPAYMENT METHODS
    • Which means of payment are accepted on the Vivaticket circuit?
      If you buy your tickets online, you can pay via:
      • online credit card
      • online bank transfert with PagoInconto, for Intesa Sanpaolo customers only
      • online bank transfert with PagOnline, for Unicredit customers only
      If you buy tickets via Vivaticket call center, you will be able to pay via credit card only.
      Payment methods available at the sales points are different according to the very sales point personnel.
    • Which credit cards are accepted for online payments on the Vivaticket sales circuit?
      All of the following cards are accepted: VISA, MASTERCARD, DINERS and Moneta Online. Revolving cards are only accepted if previously enabled for online purchases and if they belong to any of the partners stated above (VISA, MASTERCARD, DINERS, Moneta Online).
    • Is it safe to pay online via credit card?
      To grant you the utmost security, your online purchase transactions are carried out using a secure server which adopts the SSL (Secure Socket Layer) protection system. Credit card transactions are competely safe since neither the dealer nor the company running the sales service know the Credit Card numbers. These Codes are only used to pay transactions corresponding to a single amount and transaction code; if the payment is successfully completed we will receive a receipt number from our acquirer.
    • How come I cannot pay with my credit card?
      Chances are:
      1. The credit card code you provided is wrong
      2. You have chosen the wrong type of card
      3. The credit card code you provided contains blank spaces
      4. You have failed to provide the CVV2 code
      5. Your credit card is no longer valid, or you haven't got enough credit to complete and confirm your payment
      6. You failed to provide the safety code (Secure Code or 3DCode)
    • What's a CVV2 code and where do I find it?
      Your card CVV2 code comes printed on the back of your credit card, right through the signature space. You will find the last 4 digits of your credit card followed by a 3-digit code: that is the CVV2 code.
    • What's the Secure Code or 3DCode, and where do I find it?
      These safety codes are applied on your credit card in case you registered onto your card site (i.e. Visa online), or in case your bank requested them. For further information about Secure Code or 3DCode, we suggest you to ask your bank personnel or check your credit card website.
    • How do I pay online with PagoInconto?
      First of all you must be a Intesa SanPaolo customer to access this feature. You can access your Intesa SanPaolo home banking service from the payment page by clicking on the "Pago Inconto" button. Once you logged in, just check all of the purchase information and confirm the payment. If the payment is confirmed you will be immediately redirected on the Vivaticket purchase receipt.
    • How do I pay online with PagOnline?
      First of all you must be a Unicredit customer to access this feature. You can access your Unicredit home banking service from the payment page by clicking on the "PagOnline" button. Once you logged in, just check all of the purchase information and confirm the payment. If the payment is confirmed you will be immediately redirected on the Vivaticket purchase receipt.
    • Can I cancel a reservation for which payment has been already carried out?
      For this kind of purchase the assertion of the RIGHT OF WITHDRAWAL is not available. Therefore it is not possible to cancel the purchase after paying for the tickets, wether to get a refund of the face value, or to change the date. Best Union Company S.p.A. is only supplying for an advance sale service so it is not authorised to refund or change the tickets. In case the event is cancelled or postponed by the Promoters, they are in charge to refund the ticket price. However COMMISSION CHARGES for the online sale will not be refunded. For further information please check our Regulation terms.
    • What if the event is cancelled or undergoes changes of date or time?
      If the event is cancelled or postponed by the Promoters, you will be contacted by the Promotion who pledges to refund the face value of the ticket. However, COMMISSION CHARGES for the online sale will not be refunded.
      The Promoter will also inform you wether the event undergoes changes of time or date.
  6. PAYMENT RECEIPT
    • How do I know wether my purchase has been confirmed or not?
      If payment has been correctly carried out you will see a PURCHASE RECEIPT stating that your transaction has been confirmed and summarizing all of the bookings. You will see a single receipt for every single event you purchased for, that comes in a single sheet when printed. Check every receipt to see all of your booking details, know how to collect your tickets or how to print your ticket at home.
      Moreover, you will receive an automated confirmation e-mail message within half an hour since your payment has been accepted.
      You will also be able to check your purchases, your reservation status or your transaction code from your MY VIVATICKET - MY PURCHASES section.
    • How come I didn't get any confirmation e-mail after I checked out?
      Make sure that your e-mail box is not exceeding your quota, or that your spam filters are not blocking the message, which is however neither mandatory nor binding for your purchase confirmation.
    • How do I check and print my purchase receipt another time?
      You can check your purchases, your reservation status or your transaction code from your MY VIVATICKET - MY PURCHASES section..
    • Can I have a receipted bill for my ticket purchases on Vivaticket circuit?
      Tickets themselves are actual receipted bills so you can keep them for fiscal purposes on the ticket face value and possible presale fares. As for any commission fares, when added, you will be able to check and print a receipted bill from your purchase receipt (for online and phone bookings) that can as well be requested to the sales point operators.
  7. TICKET COLLECTION
    • How do I get my tickets?
      Ticket collection method is shown on your purchase receipt. There are different methods, according to the event type:
      1. BOX OFFICE COLLECTION
        User must show up at the Box Office from an hour before the performance starting time with a print of his purchase receipt or his transaction code and a valid ID.
      2. TICKET MAIL DELIVERY
        For some special events Best Union Company S.p.A. runs a mail delivery service. It is important to write down a correct address in the personal details form because this is where tickets will be sent.
        Teatro alla Scala takes care of ticket mail deliveries itself, all over the world. There is no additional fare for this service and Best Union Company S.p.A. cannot be held responsible for missing deliveries.
      3. PRINT@HOME
        For some peculiar events, Vivaticket gives you the chance to print your tickets at home just like you were a box office. Don't forget you will only be allowed to print them once, and they must be kept safe just like they were "regular" tickets.
  8. SHIPPING COSTS
    • The shipping rate to Italy is 8,50 Euro.
    • The shipping rate to European Countries (on 1 March 2013: Belgium, France, Germany, Luxembourg, Netherlands, Denmark, Ireland, Great Britain, Greece, Portugal, Spain, Austria, Finland, Sweden, Cyprus, Estonia, Latvia, Lithuania, Malta, Poland, Czech Republic, Slovakia, Slovenia, Hungary, Bulgaria, Romania) is 18,00 Euro.
    • The shipping rate to extra-European Countries is 32,00 Euro.

    Customs duty not included, to be paid by the customer.

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