Q: Why am I returned to the "Payment Information" page after I have completed the "Order Confirmation" page?
Q: My credit card billing address is a P.O. Box, and I've entered the information correctly. Why is my transaction still being declined?
Q: Is my credit card being charged every time I try to purchase a
ticket when the system will not let me get beyond the "Payment Information" screen?
Q: How can I purchase more than one ticket at a time?
Q: How do I remove tickets from my cart that I don't want to purchase?
Q: When I click the "View & Print Ticket" button, my ticket doesn't
print.
What's wrong?
Q: How can I reprint a lost or damaged ticket?
Q: I can't remember my password, or my password is not being accepted. How can I log back on to my account?
If you still have questions, or need further assistance, please call (408) 842-1625 Monday - Friday, 9:00 am - 5:00 pm.
Q: Why am I returned to the "Payment Information" page after I have completed the "Order Confirmation" page?
A: Your transaction was declined. This is almost always due to the credit card billing address not matching the address you supplied. The transaction cannot be completed unless this information matches exactly with the information on your credit card billing statement. Please confirm the billing address and try your transaction again.
Q: My credit card billing address is a P.O. Box, and I've entered the information correctly. Why is my transaction still being declined?
A: Occasionally our online credit card processor does not correctly recognize a P.O. Box as the billing address. In the "Street Address" field of your billing address, try just entering the box number only (i.e., 1234) and omit the text "P.O. Box".
Q: Is my credit card being charged every time I try to purchase a ticket when the system will not let me get beyond the "Payment Information" screen?
A: No. However, many banks and credit card issuers will place a hold on your account for the amount of the purchase until the transaction has settled. As such, you may notice transactions on your online credit card statement for ticket purchases which have actually been declined. These transactions are authorizations only and not actual purchases, and will disappear from your statement when the issuing bank confirms that no transaction has been made. This typically takes anywhere from two to four business days.
Q: How can I purchase more than one ticket at a time?
A: When you see the "What's In My Cart?" screen, enter the number of tickets you'd like to purchase under "Qty." Click the "Update Quantity" button, then the "Checkout" button. If you don't click the "Update Quantity" button first, your order will typically only contain one ticket.
Q: How do I remove tickets from my cart that I don't want to purchase?
A: Click the "Remove" check box next to the show dates you don't want, and then click the "Update Quantity" button.
Q: When I click the "View & Print Ticket" button, my ticket doesn't print. What's wrong?
A: Clicking the "View & Prints Ticket" button opens your Garlic Festival ticket in a new browser window. If your browser or other software is set to block pop-up windows, the ticket window may not appear correctly. Change your settings to allow pop-up windows for this transaction. You must print this page (ticket) manually. Depending on your browser and operating system, you can typically do this by choosing "Print" from the "File" menu, or pressing Ctrl-P.
Q: How can I reprint a lost or damaged ticket?
A: Log on to your account via the "My Account" link. Under "Previous Orders" click on the "view" button next to the order you'd like to print. Then click on the "View & Print Ticket" button next to the guest name. Again, this will open your ticket in a new browser window which you will need to manually print.
Q: I can't remember my password, or my password is not being accepted. How can I log back on to my account?
A: Click the "My Account" link, then click "Password forgotten? Click here." Enter your e-mail address, then click "Continue". A new password will be sent to your e-mail address within a few minutes. Passwords are case sensitive. If you are using any spam filtering software, make sure that you can receive an e-mail message from "tickets@tickets.gilroygarlicfestival.com". You can use this password to log back on to your account. Once you are logged on, you can reset your password to anything you'd like by clicking on "Change my account password" from the account information screen.
If you still have questions, or need further assistance, please call (408) 842-1625 Monday - Friday, 9:00 am - 5:00 pm.