Frequently Asked Questions
Registration and Promotional/Special Offer Codes
Foreign Currency Issues
General Questions
  • How do I contact Customer Service? In order to receive the quickest response to your customer service needs, we recommend emailing One of our Guest Service Representatives will respond to your email in the timeliest manner possible.
Registration and Promotional/Special Offer Codes
  • What can I do if I'm getting an error when trying to access the page?
    • Try refreshing your browser.
    • Close the browser and open a new one.
    • Use a different Internet browser.
  • What should I do if I lose my username/password? Click "Forgot Username/Password?" on the account login screen. Enter the email address you used to set up your account. Your username and password will then be emailed to you.
  • Why doesn't my Promo Code work? There are 2 main reasons why your Promotional/Special Offer Code would not work. The first reason is that your code is not valid. Please check to make sure you are entering your code properly. The second reason is that the inventory available at the special price has been exhausted. However, some inventory currently held in online baskets, may be returned to the system. So you may want to check back to see if any inventory is available at the special price at a later time, or you may want to move forward with purchasing regularly priced tickets.
Foreign Currency Issues
  • What happens if I purchase tickets in a currency different from my local currency? Tickets will be sold in the currency listed for the event. Credit cards companies typically convert foreign currency sales on a daily basis at the current market exchange ratio. Check your credit card company's user agreement for their foreign currency exchange policy.
  • Why is the amount on my credit card statement different from the purchase price of the tickets on my confirmation? If your credit card currency is different from that in which the event is sold, your credit card company will convert the order total to the home currency of your credit card.
  • Is Value Added Tax (VAT) included in the order total? Yes, VAT is included in your purchase total.
Will Call
  • What documents will I need to pick up my tickets? All Will Call tickets will be in the name used to place the order. This person must provide photo identification, the credit card that the tickets were purchased with, and a printout of the confirmation email.
  • When can I pick up my tickets? You will pick up all elements of your package when you check in to the resort.
  • Can somebody else pick up my tickets at Will Call? If you wish to purchase a Phish: Riviera Maya package as a gift for someone else, you MUST enter the recipient’s name into the “Will Call/Pick-Up” fields on the billing info page during the purchase process. No name changes can be made after purchase.
  • What if the credit card I used to purchase tickets was not my card? Always be sure to bring your confirmation email and photo ID to claim your tickets at Will Call. If you are unable to bring the actual credit card used to purchase the tickets, you may use the last 4 digits of the card to reference your order.
  • Can I change the pick-up name on my Will Call order? No. If you wish to purchase a Phish: Riviera Maya package as a gift for someone else, you MUST enter the recipient’s name into the “Will Call/Pick-Up” fields on the billing info page during the purchase process. No name changes can be made after purchase. We have updated this policy in an effort to discourage reselling packages for profit.
  • What happens if the event is canceled or rescheduled? Phish: Riviera Maya is a RAIN OR SHINE event, unless otherwise expressly noted in writing. Without limiting the foregoing, weather or any other factor may make the Event impossible to produce or complete, in whole or in part. In such instances, except as required or suggested by applicable authority or law, we have the sole and absolute discretion in making the final determination of cancellation, discontinuation, postponement and/or refund availability.
  • Why won't my order process? The most common error occurs when entering credit card billing information that doesn't match what the bank or credit card issuer has on file. Other causes may be insufficient funds, bad security code (CVN), fraud suspicion, use of an anonymous proxy, or other restrictions placed on these sales. Be sure to double check this information before attempting your transaction again. You may need to use a different credit card. If you still unable to place your order, please copy the error you are experiencing and email it to
  • What level encryption does our Web ticketing support? We support 128-bit encryption and higher. To check what encryption your browser supports, click on "Help" and then "About" in the navigation bar of your browser. A window will pop up indicating the encryption level supported. If your browser supports an encryption level lower than 128-bit, you'll need to upgrade your browser (most allow you to upgrade for free).
  • In what time zone are the event times displayed? All times are displayed in the local time zone of the event location.
General Questions
  • What is the difference between order and confirmation numbers? Your order number and confirmation number are the same. There is no difference whatsoever.
  • Can I add more tickets to my order? No. All orders are final. If you need to buy more tickets, you will have to place a separate order.
  • What forms of payment do you accept? We accept Visa, MasterCard, Discover, and American Express.
All sales are final and non-transferable. No refunds, no exchanges, no resale. Read the event's purchase policy for more information, which is contractually binding upon anyone who purchases a ticket to and/or attends Dave Matthews and Tim Reynolds.

If we are unable to charge your card for any of the payments related to the Package(s) that you put a deposit on, your order will be canceled and your deposit will not be refunded. If you are uncomfortable with and/or do not agree with these terms, please do not purchase a Package to Dave Matthews and Tim Reynolds via the payment plan option.

If for any reason any of your payments are declined, in whole or in part, then all of the following will apply: (i) your order and your tickets and Package(s) will be canceled, and (ii) we will have the right to keep your deposit and any other payment received as of the date of order cancellation as consideration for your default and services associated with your default. We will make an attempt to contact you in order to complete your payment. These attempts will cease two days after our first attempt.

Check in for Dave Matthews and Tim Reynolds will take place at your hotel. We will have a Dave Matthews and Tim Reynolds registration where you will receive your festival wristbands and other pertinent info and credentials from a Dave Matthews and Tim Reynolds representative. Please bring your receipt, picture ID, and credit card.

You must be at least eighteen (18) years of age to attend Dave Matthews and Tim Reynolds (with a valid photo identification); however, children seventeen (17) years of age or younger may attend the event (for full price) only if accompanied by their parent or legal guardian (with valid proof of such). Certain hotels/resorts may have higher minimum age requirements.

We look forward to seeing you at Dave Matthews and Tim Reynolds!