Frequently Asked Questions

Who is Ticket Hound?

Ticket Hound is the trading name of K.B Group Ltd, a specialist event booking software company with offices in New Zealand and the United Kingdom. K.B Group was incorporated in 1992 in New Zealand and as KB Group (UK) in 1999 in the United Kingdom.

KB Group is a 100% New Zealand locally owned and operated company. KB Group have created ecommerce solutions for a wide range of international blue chip and heritage visitor attractions internationally for over 20 years, for our clients including Buckingham Palace, Windsor Castle, The Royal Academy of Arts, The Barbican Centre, Sadler's Wells Theatre Trust, Delfont Mackintosh Theatres, Shakespeare's Globe, See Tickets, Tate, the Edinburgh Military Tattoo, the University of New Mexico and many others. KB Group have an outstanding pedigree in ecommerce ticketing, having transacted billions of dollars worth of ecommerce ticket sales over the last 20 years.

Where is Ticket Hound based?

Ticket Hound is based in Whangaparaoa, about 35 minutes north of Auckland, New Zealand.

What currency are Ticket Hound transactions in?

All Ticket Hound transactions are in New Zealand dollars (NZD). You can still pay for your tickets with an international payment card. Your bank will convert the transaction amount to your local currency if you pay with an international payment card.

Is Ticket Hound safe?

Ticket Hound uses the latest, industry standard TLS encryption (commonly referred to as an SSL certificate or HTTPS protocol), the same that your bank uses. This ensures that all communication between your browser and our website remains encrypted the whole time. In addition, we have a vast pedigree of tools from our international experience that is specifically designed to protect your personal information and keep it safe at all times. Ticket Hound uses a Payment Card Industry (PCI) compliant card payment solution so your debit or credit card details never touch our systems.

Why haven't I received my ticket yet?

We send your tickets as as soon as the banks clear your payment. This is not always straight away as the banks sometimes do not remit payments to us until the next business day. This is often the case if you purchased your tickets on the weekend. See below about paying on the day of the event.

You can access your ticket by logging in to your Ticket Hound account used for the purchase and select Download for the relevant event. You can then print your ticket or display them on your smart phone for scanning.

If you have not received your ticket via email it could be to do with your email filter. This means the email may be sent to your junk or spam, or even be blocked completely. If Ticket Hound is not set up as a registered sender you may not be receiving our emails.

For Gmail customers, your tickets may have been delivered to your Promotions folder, rather than your Inbox. To access your tickets, please click on the Promotions tab, then move your confirmation/invoice email from Ticket Hound (with your tickets attached) to your Inbox. This will ensure that future emails form us are received efficiently. Please note, you may not be able to view your Promotions folder on some mobile devices, therefore you may need to check this on a desktop computer. Otherwise, if you’re still unable to locate your tickets, simply log in to your Ticket Hound account to download a copy or contact us and we can resend them.

Can I pay by Bank Transfer on the day of the show?

Yes, you can pay by bank transfer on the day of the show, even though this may not appear in our business account until the following working day. If you pay on the day of the event, then bring your phone with a screen shot of the transfer and show this to the usher at the event admission.

What payment methods do you accept?

We currently accept Direct Bank Transfers while we are liaising with our card payment partners in New Zealand to get our card payment system authorised by them. As soon as this process concludes, which we expect will be soon, then we will add card payments to the accepted payment methods. Once that process concludes, we will look to add additional card payment methods, such as Apple Pay® and Google Wallet®.

Why another ticketing company?

The major event ticketing players in the New Zealand ticketing industry are all large, international companies. There is a requirement for a ticketing service provider that has a specific local focus on the hard working artists, promoters and festival organisers putting local events and festivals on near you. Our focus is reflected in the modest fees that we charge to provide this service to you, our loyal customers as well as the artists and promoters. The founding Director of KB Group is a musician and thought it would be incredibly welcome and helpful for artists, promoters and fans, if we were all given a genuine choice, with user friendly pricing, regarding how their events were ticketed. It also means any profits collected from New Zealand ticket buyers don't automatically get repatriated overseas, but rather can be invested back into putting on more local events.

What is it with fees?

We get this. Fans are frustrated at the ongoing difference between the actual ticket price and the final total price at the checkout. This is the primary source of revenue for the incumbent multinationals. We've all seen how exorbitant fees can be, especially if an event is likely to be very popular or oversubscribed. We keep our fees very simple and clearly indicated throughout the entire booking journey, so there are never any unwelcome surprises at the checkout. Depending on the promoter, for some events there are no per ticket or per transaction booking fees at all. We charge 2.5% of the total booking cost for card payments, because that is what we get charged by the card payment industry to accept Debit and Credit cards online. This is clearly marked at the checkout and goes straight to the card payment service providers, not us.

What should I do about typo's in my name or any of my other information is incorrect?

You can log into your account on the Ticket Hound website and update your personal information. Alternatively, you can send us an email request advising us of the changes you require including your correct name or other details you would like changed. Please note only typo changes can be actioned. Full name changes require any tickets to be re-issued or re-sold.

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