nasnaناسنا

Help & complaints

Most answers are one tap away. If not, write to us: every message gets a reference number.

Quick answers

  • Lost your tickets? Find my tickets emails every ticket for your address.
  • Can’t go? Give your ticket to a friend for free, or ask the organiser for a refund, both from your ticket page.
  • Event cancelled? You get everything back automatically. Nothing to do.
  • Organisers: refunds, orders and payouts are in your dashboard. For anything else, write to us below.

Write to us

We usually reply within 2 working days; complaints within 5.

Our complaints procedure

1. About an event (what happened on the night, the line-up, the venue): the organiser is responsible. Contact them from your ticket page; for refunds, use “Ask for a refund”. If they don’t reply within 7 days, Nasna steps in.

2. About Nasna (payments, tickets, this website): write to us above and choose “A complaint”. We reply within 5 working days and aim to resolve it within 20, and we tell you who is dealing with it.

3. Not resolved? Ask us to review the decision. If you are still unhappy, the Citizens Advice consumer helpline can advise you on your options.