Ticketing Platform Changeover

In our commitment to providing you with the best possible user experience, we're thrilled to announce that our ticketing platform is being upgraded.

During this transition, we are committed to providing the best support to ensure a seamless experience for our patrons. We understand that change will raise questions, so we’ve outlined some key points below to help you understand what to expect.

If have any urgent questions, please don't hesitate to reach out via the form below, email or call our friendly ticketing team on feedback@empiretheatre.com.au or 1300 655 299.

GENERAL

Why is The Empire changing its ticketing provider?

We are transitioning ticketing providers due to our current provider (Tickets.com) announcing that they will be exiting the Australian market as of June this year. We have chosen Vivenu after an extensive selection process comparing the current providers and are confident that Vivenu will offer better functionality, improved user experience and data security. 


When will the transition take place?

The transition will occur on 10 and 11 June 2024. We will keep you updated throughout the process. 


IMPACT ON PATRONS

Will my existing tickets still be valid?

Yes, all existing tickets purchased through Tickets.com will remain valid and will be transitioned over to the new platform seamlessly. 


Will I need to create a new account with Vivenu?

Yes, you will need to create a new account with Vivenu to manage your tickets. If you have existing tickets with us, detailed instructions will be emailed to you so you can open your account and view your tickets. If you don’t have existing tickets, you will need to create a new account.


What happens to my Gift Vouchers?

The way gift vouchers work is about to change. If you have a valid gift voucher or credit on your account at the time of transition, a detailed email will be sent to you which will include a new voucher code that can be used in Vivenu as well as instructions on how to use it. This code holds the same value as your previous voucher and can be used in our new system without any issues.


What happens if I encounter issues with my tickets during the transition?

Our Ticket Office team is available to assist you with any issues. Please contact us on feedback@empiretheatre.com.au or 1300 655 299.


Will there be any additional fees with the new system?

No, the ticket prices and fees will remain the same.  


Will there be any changes to the event schedule?

No, the event schedule will remain unchanged. Any updates will be communicated through our usual channels.


TECHNICAL AND ACCOUNT INFORMATION

How do I create a new account on Vivenu?

Once the new Ticketing Plaform is live, you can create a new account in Vivenu by clicking on 'LOGIN' in the top right corner of The Empire website follow the instructions to create your new account.

Alternatively, you can create an account during your next purchase with us by following the checkout process and following the prompts to create your account at checkout. If you need assistance, our team is here to help.


What happens to my personal data from tickets.com?

If you currently have tickets to an upcoming event at The Empire, your personal data will be securely transferred to Vivenu in accordance with privacy regulations. You will receive more information on how to manage your data in your new account via email.

If you do not currently have an account with tickets to an upcoming event at The Empire, your data will not be transferred, and you will need to create a new account the next time you purchase from The Empire. 


Will my previous data from tickets.com be securely stored?

Yes, all your personal data from tickets.com will be taken offline and securely archived. 


Can I still purchase tickets during the transition period?

While we are committed to ensuring as smooth a transition as possible, our ticket sales will be interrupted for a brief time as we transition, and so we are unable to process ticket sales from 8am Monday 10 June 2024 until the transition is complete. However, our Ticket Office is still available via email on feedback@empiretheatre.com.au or phone on 1300 655 299 to take your ticket order to be processed once our Ticketing Platform is updated. We expect full sales capacity to be returned by Wednesday 12 June 2024.


What new features can I expect with Vivenu?

Vivenu offers improved mobile ticketing and a more user-friendly interface, as well as a smoother purchase process.


SUPPORT AND ASSISTANCE

Who do I contact for support during the transition?

For support, please contact us at feedback@empiretheatre.com.au or call us on 1300 655 299.  


How can I provide feedback about the new system?

We welcome your feedback! Please send your comments and suggestions via our form below or contact us directly at feedback@empiretheatre.com.au or via phone on 1300 655 299.  


Acknowledgement
of country

Empire Theatres acknowledges the Traditional Custodians, the Giabal, Jarowair and Western Wakka Wakka people, where we work and present stories. We would like to pay respect to the Elders, past and present and to all First Nations people.

Artwork: Kim Walmsley

Empire Theatre