AXS customer service can help when tickets are missing from an account, the AXS app will not display a Mobile ID, an event is canceled or rescheduled, a refund is delayed, or a ticket transfer or resale payment has not been completed.

The current preferred contact method is AXS live chat during Fan Support hours. Outside those hours, submit a support request through the official AXS Help Center.

How to Contact AXS Customer Service

AXS Help Center and live chat: Contact AXS Fan Support

Submit a support request: Open the AXS Help Center and select the Chat or Submit a Ticket option.
Fan Support hours: Monday-Friday, 8 a.m.-10 p.m. CT; Saturday-Sunday, 12 p.m.-10 p.m. CT
Legacy AXS Fan Support phone: 1-888-929-7849
AXS account and tickets: Sign In to AXS
AXS Mobile ID and app help: Review AXS App Help

Refund policy: Review AXS Refund Information
Purchase agreement: Review the AXS Purchase Agreement
Privacy requests: Review AXS Privacy Choices
U.S. operating company: AXS Group LLC
AXS headquarters: 110 East 9th Street, Suite B800, Los Angeles, CA 90079
Parent company: Anschutz Entertainment Group, commonly known as AEG
Official website: AXS.com

AXS’s current U.S. support instructions direct customers to live chat or an online support request. The legacy 1-888-929-7849 number still appears on older official AXS Help Center pages, but telephone availability is not promised on the current contact page.

The former support email and 425 W. 11th Street address should not be relied on as current primary contact information.

Choose the Correct AXS Support Route

Tickets missing from the app: Confirm that the AXS account uses the same email address used for the purchase.
AXS Mobile ID will not display: Update the app, sign out and back in, and confirm the correct event account.
Phone is lost or dead at the venue: Visit the venue box office with identification, the payment card used, and the confirmation email.

Event canceled: Wait for the automatic refund to the original payment method.
Event postponed or rescheduled: Check the event page, email, and AXS account for the new date and available options.
Refund option is offered: Submit the request before the displayed deadline.

Tickets purchased at a venue box office: Contact or visit that box office.
Seat, accessibility, entry, or venue-policy issue: Contact the venue or event organizer.
Transfer problem: Confirm the recipient’s email or telephone number and transfer status.

Official Resale listing: Manage the listing through the affected event in the AXS account.
Resale payout problem: Check the Payments section after the event has occurred.
Ticket insurance claim: Contact the insurer named in the confirmation rather than AXS Fan Support.

Information to Have Before Contacting AXS

Gather:

AXS order number
Email address used for the purchase
Event name
Event date and venue
Ticket quantity and seat information
Purchase date and amount
Original payment method
Confirmation email
Screenshot of any error message
Ticket transfer recipient information
Resale listing or payout information
Previous support-request number
The refund, access correction, payout, or other resolution requested

Do not publish order numbers, ticket barcodes, rotating QR codes, payment information, account emails, transfer-recipient information, identification documents, or support case numbers in a public review.

AXS vs. the Venue or Event Organizer

AXS supplies ticketing technology and acts as a sales agent for venues, promoters, sports teams, and other event organizers.

AXS can generally help with:

Account access
Ticket delivery
AXS Mobile ID
Ticket transfers
Official Resale listings
Approved refunds
Resale payment processing

The venue, promoter, team, or event organizer may control:

Whether an event is canceled, postponed, or rescheduled
Whether optional refunds are approved
Accessible-seating arrangements
Venue entry and bag policies
Age restrictions
Seat relocations
Parking
Will call
Event-day security

Contact the organization that controls the issue rather than opening repeated cases with unrelated departments.

AXS Tickets Are Missing From My Account

First confirm that the AXS account uses the exact email address entered during checkout.

Then:

Search for the AXS confirmation email.
Check spam and promotional-email folders.
Sign out of the AXS app and website.
Sign in with the email address shown on the confirmation.
Open My Events or Your Tickets.
Update the AXS app.
Check whether the event has a ticket-delivery delay.
Contact AXS chat if the tickets still do not appear.

AXS states that a purchase confirmation may take up to 24 hours and that tickets will be delivered before the event. Some events intentionally delay when digital tickets become visible or transferable.

How AXS Mobile ID Works

AXS Mobile ID is a digital ticket displayed through the AXS app.

The ticket code changes regularly for security. A screenshot, photograph, or printed copy of an AXS Mobile ID ticket will not work at the entrance.

Before leaving for the event:

Download or update the AXS app.
Sign in with the correct account.
Confirm that the event appears under My Events.
Allow the app to complete any required verification.
Charge the phone.
Bring identification and the payment card used for the purchase when practical.

AXS says Mobile ID tickets should display on event day without venue Wi-Fi. Open the app before approaching the gate rather than relying on a screenshot.

Phone Is Lost, Dead, or Will Not Display Tickets

Arrive early and visit the venue box office or guest-services desk.

Bring:

Government-issued identification
The credit or debit card used for the order
The AXS confirmation email
The order number
The purchaser’s name and email address

The venue must verify the order before allowing entry. A public review or social-media message cannot replace event-day account verification.

Can AXS Tickets Be Canceled or Refunded?

AXS generally treats completed ticket purchases as final.

A refund may be available when:

The event is canceled and not rescheduled.
The venue or event organizer authorizes refunds.
A rescheduled event offers an eligible refund window.
Applicable law requires a refund.
A qualifying ticket-insurance claim is approved by the insurer.

A refund is not normally available merely because:

The purchaser changed plans.
Different seats became available later.
The ticket price later decreased.
An opening act changed or canceled.
The purchaser failed to comply with venue-entry rules.
The ticket was bought from an unauthorized outside seller.

Check the affected order for event-specific terms.

AXS Refund for a Canceled Event

When an event is canceled and not rescheduled, AXS normally sends the refund automatically to the original payment method.

AXS says this generally occurs within 30 business days of the cancellation announcement.

Important points:

No separate refund request is normally required.
The refund cannot ordinarily be sent to a different card.
An expired or replaced card does not necessarily prevent the bank from routing the credit.
Tickets bought at the venue box office must generally be refunded by that box office.

Third-party resale or insurance rules may differ.

Contact AXS after the stated processing period if the refund is not visible. Contact the card issuer if AXS confirms that the credit was transmitted.

AXS Event Was Postponed or Rescheduled

A postponed event does not yet have a final new date. The tickets normally remain attached to the order while the venue or organizer determines what will happen.

For a rescheduled event:

The original tickets usually remain valid for the new date.

AXS should email the updated event information.
The AXS account may display a refund-request option for eligible orders.
A deadline normally applies to any optional refund.
Transfer or resale may be available when refunds are not offered.

Do not assume that a postponed event has been canceled. Check the event page, venue website, email, and AXS account.

How to Transfer AXS Tickets

When transfer is enabled:

Sign in to AXS.
Open Your Tickets or My Events.
Select the event.
Choose Transfer.
Select the tickets.
Enter the recipient’s correct name, email address, or telephone number.
Complete any one-time passcode verification.
Review and confirm the transfer.

The recipient may need to create an AXS account and install the app.

Once an AXS Mobile ID transfer is completed, the original ticket is no longer valid in the sender’s account. A pending transfer may be revocable until the recipient accepts it.

AXS Official Resale

When an event permits resale, the account displays a Sell button.

To list tickets:

Sign in to AXS.
Open the event.
Select Sell.
Choose the eligible tickets.
Enter the listing price and requested information.
Add or confirm the payout account.
Review the resale fee and listing terms.
Publish the listing.

Not every ticket is resale-eligible. The venue, promoter, artist, team, or applicable law may restrict resale or set pricing limits.

A listing does not guarantee that the ticket will sell.

AXS Resale Payment Is Missing

AXS generally makes resale proceeds eligible after the event occurs.

After the funds become available:

Sign in to AXS.com.
Open Your Account.
Select Payments.
Choose Transfer Money.
Select or add the financial account.
Enter the transfer amount.
Review and submit the transfer.

AXS says delivery to the bank generally takes seven to ten business days after a valid transfer is submitted.

Check:

Whether the event has occurred
Whether the ticket actually sold
The resale fee deducted
The payout account information
Any identity or tax-verification request
Whether an attempted early transfer was canceled

Do not post bank-account, tax, payout, or identity-verification information publicly.

AXS Ticket Insurance Claims

Ticket insurance is provided by a third party and is separate from AXS’s normal refund policy.

The confirmation should identify the insurer, which may be:

XCover
Allianz Global Assistance
Another event-specific provider

Submit the claim directly to the insurer and provide the documentation required by the policy. A covered reason, deadline, deductible, and documentation requirement may apply.

AXS Fan Support cannot guarantee approval of an insurance claim.

AXS Account and Payment Security

Act promptly if:

Tickets disappear from the account.
An unfamiliar transfer appears.
The email address or password changes.
An order appears that you did not place.
A resale payout account was changed.
An unexpected verification code arrives.

Change the AXS password and secure the associated email account. Contact AXS through the official Help Center and notify the bank when a completed charge is unauthorized.

Never give a supposed AXS representative:

Your password
A one-time verification code
Remote access to a device
The complete payment-card number
Online banking credentials
Gift cards or cryptocurrency

Fake AXS Customer Service and Ticket Scams

Warning signs include:

An unofficial support number promoted in an advertisement
A request to pay a seller outside AXS
A ticket delivered only as a screenshot
A request to share a rotating Mobile ID code
A demand for gift cards or cryptocurrency
A promise of an immediate refund for an advance fee
A request for remote access to a phone or computer

An unofficial resale or transfer link

Open AXS.com or the AXS app directly. Do not trust a search advertisement, social-media reply, or unsolicited message merely because it uses the AXS name or logo.

How to Escalate an AXS Complaint

Identify whether AXS, the venue, the promoter, the ticket seller, or the insurer controls the issue.
Open AXS live chat during Fan Support hours.
Provide the order number and account details privately.
Ask for a support-request or case number.
Save the chat transcript and screenshots.
Submit a support ticket when the issue requires additional documentation.

Reply through the same case instead of creating multiple unrelated requests.
Ask for escalation when the first response does not address the documented issue.
Contact the venue for event-day, seating, accessibility, or box-office matters.

Use the payment provider only for a genuinely unauthorized or eligible unresolved transaction.

Written corporate correspondence may be sent to AXS Group LLC, 110 East 9th Street, Suite B800, Los Angeles, CA 90079. This address is not a box office, walk-in customer-service center, or ticket-refund counter.

A review submitted to CustomerServiceNumbers.com does not contact AXS, recover tickets, stop a refund deadline, transfer a ticket, or release resale funds.

AXS Reviews and Complaints

CustomerServiceNumbers.com currently has no published AXS reviews and no established customer rating.

Because there are no visible reviews, this page does not claim that customers currently praise or complain about AXS ticket purchasing, refunds, digital tickets, transfers, resale, or Fan Support.

New AXS reviews and complaints can help readers understand current experiences involving:

Live chat and support requests
AXS Mobile ID
Missing tickets
Canceled and rescheduled events
Refund processing
Ticket transfers
Official Resale
Seller payouts
Venue entry
Account security

Frequently Asked Questions About AXS Customer Service

What is the best way to contact AXS customer service?

Use live chat through the official AXS Help Center during Fan Support hours. Outside those hours, submit an online support request.

What are AXS Fan Support hours?

Current hours are Monday through Friday from 8 a.m. to 10 p.m. Central Time and Saturday through Sunday from 12 p.m. to 10 p.m. Central Time.

What is the AXS customer-service phone number?

The legacy AXS Fan Support number is 1-888-929-7849. Current U.S. support instructions emphasize live chat and support tickets rather than telephone contact.

Is support@axs.com the current support email?

The address appears on older AXS support pages, but the current U.S. contact article does not publish a general support email. Use live chat or submit a support request.

Why are my tickets not showing in the AXS app?

Confirm that the app uses the same email address entered during checkout, update the app, and check whether the event has a delivery delay.

Can I use a screenshot of an AXS Mobile ID?

No. AXS Mobile ID uses a changing security code, so screenshots and printed copies will not work.

Can I get a refund from AXS?

Completed sales are generally final. Refunds are available only in limited circumstances, such as a canceled event or an event-specific refund approved by the organizer.

How long does an AXS canceled-event refund take?

AXS states that an automatic refund is usually issued within 30 business days after the cancellation announcement.

What happens when an AXS event is rescheduled?

The original tickets normally remain valid. Check the account for any refund, transfer, or resale options and observe the displayed deadline.

When does AXS pay ticket sellers?

Resale funds normally become eligible after the event. Once transferred from the AXS Payments section, bank delivery generally takes seven to ten business days.

Where is AXS headquartered?

AXS Group LLC lists its headquarters at 110 East 9th Street, Suite B800, Los Angeles, California 90079.

Who owns AXS?

AXS is a wholly owned subsidiary of AEG, or Anschutz Entertainment Group.

Related Ticket Customer Service Pages

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate customer-service information and share support experiences since 2004. We independently organize official support routes, ticket-access guidance, refund information, escalation steps, and customer reviews.

We are not owned by AXS Group LLC, AEG, a venue, promoter, sports team, resale seller, insurance company, or payment provider.

Share Your AXS Customer Service Experience

Have you contacted AXS about missing tickets, Mobile ID access, a canceled event, refund, transfer, resale listing, seller payout, account problem, or venue-entry issue? Leave a factual review below and explain which support route you used, the approximate response time, and whether the issue was resolved.

Comments are moderated. Do not include order numbers, ticket barcodes, QR codes, account emails, telephone numbers, payment information, transfer-recipient details, bank information, identification documents, support case numbers, or private correspondence.

Page Update Note

This AXS customer-service page was reviewed and updated on July 17, 2026. The update made live chat and online support requests the primary contact routes, corrected Fan Support hours, replaced the former corporate address, and added current guidance for Mobile ID, missing tickets, canceled and rescheduled events, refunds, transfers, Official Resale, seller payouts, ticket insurance, and account security.

Last Updated: July 17, 2026

Customer Service Information Disclaimer

CustomerServiceNumbers.com is not affiliated with AXS Group LLC, AEG, a venue, promoter, sports team, ticket seller, insurance company, or payment provider. AXS does not provide customer support through this website.

Support routes, operating hours, ticket-delivery schedules, refund eligibility, event deadlines, transfer availability, resale rules, payout timing, venue policies, and company addresses can change. Review the affected order, event page, venue policies, purchase agreement, and official AXS Help Center for controlling information.

This page cannot display or recover a ticket, grant venue entry, cancel an order, approve a refund, transfer a ticket, sell a ticket, release resale funds, or resolve an insurance claim.

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AXS Customer Service: Tickets, Refunds and Account Help