Getting help
Who to ask
Questions about an event itself, such as the start time, the venue, parking or a refund, go to the organiser. Open the event page and choose Ask the organiser a question, or choose Ask the organiser on your order page. Your email stays private: the organiser answers through Tikit and neither of you sees the other's address. Questions about Tikit, such as finding your tickets or a payment that went wrong, go to Tikit support at /support.
Hours
Tikit support is staffed on weekdays from 08:00 to 17:00, South African time, except public holidays. When WhatsApp support is switched on, we also answer there until 22:00 on a night when an event is on. We aim to give a first reply to a Tikit ticket within 4 business hours. Organisers answer their own events' questions in their own time and make no promise about speed. The assistant is there around the clock.
The assistant
The assistant on the support page answers from these help pages. After you verify your email, it can also look at your own orders and tell you what they say. What you type is sent to Anthropic, which makes Claude, so that it can answer. The assistant cannot change an order, cannot promise a refund, and always offers you a person. Choose Talk to a person at any time to open a ticket with the conversation attached.
When WhatsApp support is switched on, you can message Tikit support there. Reply STOP to stop hearing from us there, and START to begin again. Reply PERSON to reach a person. WhatsApp only lets us answer freely within 24 hours of your last message, so if a person replies later than that, the reply may not reach you on WhatsApp.
Tracking a ticket
When you message Tikit or an organiser, we email you a link that opens your conversation. Anyone with that link can read the conversation, so keep it to yourself. If you think it has leaked, ask us to reset it. You can reply, and mark the conversation resolved, on that page.
What we keep
Messages are deleted 180 days after a ticket is resolved, and chats with the assistant are deleted after 30 days. Spam is deleted after 30 days. You can ask us to delete a conversation sooner.
Last updated 5 October 2026. These pages describe Tikit as it is today.