FAQ - TICKETING

To find your tickets purchased online, open the Ticketmaster app or visit ticketmaster.ca on your cell phone browser. Sign into your account, and go to the “My Events” tab.

Select the order for your event. Then, you can view your ticket details, add your mobile tickets to the digital wallet on your phone, or transfer them.

If you are having problems signing in to your Ticketmaster account, please refer to the Ticketmaster help centre for assistance resetting your password or if you have other problems accessing your account.

Ticketmaster Help request form

Your phone is your ticket. No ticket will be sent by email. You can access your tickets from your Ticketmaster customer account.

Download the Ticketmaster app to help you manage your mobile tickets.

Note: Screenshots, photos and printouts of mobile tickets are accepted.

Note: At the promoter’s request, the barcode on your ticket may be hidden until 72 hours prior to your event.

Need help accessing your tickets?

Come and see us at the Videotron Centre box office on the day of your event.

Your confirmation number, the credit card used to purchase the tickets and an ID card will be required to help our team find your order and access your tickets.

Ticket Transfer makes it possible to send tickets to friends and family. You can use Ticket Transfer to send some or all of your tickets from your Ticketmaster account to others securely.

Note that transferring a ticket changes the account associated with the ticket, and you will no longer be able to use it. You give up your ticket when you make a transfer. Also, do not make the mistake of transferring a ticket to yourself: the Ticket Transfer function is used only to send tickets to the Ticketmaster account of another person accompanying you to the event.

If you and the other person or people will be entering Videotron Centre at same time, keep the tickets in your account and have them scanned together on arrival.

IMPORTANT: If the Ticket Transfer option is not available, it may be because the event promoter or artist has imposed a restriction on your event that disables the ticket transfer function.

STEPS FOR TRANSFERRING A MOBILE TICKET WITH YOUR CELL PHONE:

1. Open the Ticketmaster app and sign in to your account.
2. Select your order in My Events.
3. Tap Transfer. If the Transfer button is greyed out, your tickets cannot be transferred.
4. Select the tickets you wish to transfer, and tap Transfer to.
5. Enter the recipient’s contact information, such as their phone number or email address. If you wish, you can add a note. If a cell phone number is entered, a link to claim the ticket will be sent with a pre-written text message. All you have to do is press “Send!” If an email address is entered, the link to claim the ticket will be sent by email.
6. Tap Transfer ticket.
7. Make sure to tell your recipient to accept the ticket transfer.

All sales are final and refunds are not permitted. Before purchasing tickets, carefully review your event and seat selection. Policies set forth by event partners generally prohibit us from issuing refunds once tickets have been purchased.

If your event is cancelled or postponed, please refer to the next FAQ section.

Please note that seating maps are representative of a venue’s layout; however, they are subject to change at any time, and refunds are not allowed if the seating map is updated, if additional seats/rows are added, or if seats change as a result of a venue change after purchase.

CANCELLED

In general, if your event is cancelled, no action is required on your part. Ticketmaster will keep you informed and refund the full amount of the order (excluding any courier fees) to the card used for purchase.

Please allow 30 working days following event cancellation for reimbursement.

If you purchased your tickets at a point of sale, return them to the same point of sale.

If the tickets have been transferred to you, the refund will be made to the person who originally purchased the tickets from Ticketmaster.

POSTPONED

If your event has been postponed, Ticketmaster will notify you of the new date and time as soon as possible. Please note that your original tickets will be honoured at the door. Ticketmaster will also provide you with full details on refund options and the refund period authorized by the promoter following the postponement of an event.

All information will be sent to you via the email address associated with your purchase.

Videotron Centre and Gestev strongly advise against purchasing tickets from unauthorized resellers.

We can only guarantee the validity of tickets purchased from our official ticket offices.

• Videotron Centre box office
• www.ticketmaster.ca

When buying from unauthorized sellers, the validity of tickets can only be verified once you arrive at the Videotron Centre, at the time of the event itself. You are putting your trust and your money in the hands of a third party, and there are no guarantees. The risk of fraud is high, and we urge you to be cautious.

Please note that we can only guarantee the validity of tickets purchased from authorized sales outlets. However, some fan clubs do sell tickets and/or VIP packages themselves.

We recommend contacting the resale site where you purchased your tickets, or checking with your credit card company to see if it is possible to cancel the transaction. You can also contact the Office de protection du consommateur du Québec if you encounter a problem with a resale site.

Ticketmaster’s certified fan-to-fan resale platform lets you buy and sell tickets at the price set by the artists. It’s simple and secure.

Here’s how to recognize certified resale tickets on ticketmaster.ca:

Please note that certified resale is not available for all events, and is activated exclusively at the request of the promoter and/or artist.

Since refunds and exchanges are not permitted, certified resale may be an option if you are no longer able to attend an event.

Make sure you understand how certified resale works with the tools provided on the ticketmaster.ca website: ticketmaster.ca/sell?lang=en-ca

If you have purchased certified resale tickets from ticketmaster.ca, please allow up to 24 hours for tickets purchased through fan-to-fan resale to appear in your account.

Videotron Centre has special spaces for customers with reduced mobility and their companions.

These spaces are located in sections with an A at the end of the section number (e.g., 101A), in rows WC or ATT. In these sections, there is a limit of one companion ticket for each customer with reduced mobility.

Please note that spaces for people with reduced mobility and their companions are intended for use by these people only.

To purchase reduced-mobility seats on ticketmaster.ca, turn on the Filters option, then click the Accessibility button. You will then see only the reduced-mobility and companion seats available for an event.

It is not possible to purchase a companion ticket alone via Ticketmaster: the attendant (ATT) ticket must be purchased as part of the same order as the reduced mobility (WC) ticket.

Each person with reduced mobility is entitled to a paying attendant.

Please note that Videotron Centre is not a partner of the Carte accompagnateur Loisir (CAL) program.

Children under 2 may enter free of charge, provided they are seated on an adult. They must not occupy an extra seat and must be supervised at all times.*

Children aged 2 and over must have their own ticket and sit in their own seat.

• For concerts, ticket pricing is generally the same for children and adults
• For Remparts games, there is variable ticket pricing. See the price list and family packages.

*Subject to change depending on the type of event.

Minimum age

As a general rule, there is no minimum age for attending Videotron Centre events. For events with age restrictions, information will be available when purchasing tickets through Ticketmaster or on the Gestev website.

Unless otherwise specified by the promoter, Videotron Centre usually opens one hour before the start of an event.

If your ticket shows a time for doors, that is the official time.

We suggest following updates on the Centre Facebook page. A post is generally made 24 hours before each event to provide any information you may need about your event.

These Facebook posts also include useful information for travelling to and from Videotron Centre.

ADG (General Admission) tickets

ADG means that there are no seats, stools or benches on the floor. A ticket marked ADG gives you standing room for the entire show, but always on a first-come, first-served basis. Seat numbers are for inventory purposes only, and have no bearing on where you may stand at the show.

Row order

The order of rows, on the floor and in seating areas, is as follows:

• Floor: Rows A to Z, then AA to ZZ, and finally AAA to ZZZ. *Please note that the order may vary, at the promoter’s request.
• Level 100: Rows A to H, then rows AA to VV
• Level 200: Rows A to L
• Level 300: Rows AA to CC

Chart

You can view the 360-degree seating chart on the Videotron Centre website: https://www.lecentrevideotron.ca/fr/edifice/plan-de-salle

For Remparts games: For two out of three periods, the Remparts attack on the side of the rink numbered 116 and 117.

Note that the Remparts players’ bench is located near sections 102-101, and the visitors’ bench is located near sections 121–101.

For Videotron Centre events: groupes@lecentrevideotron.ca / ☎ 1-844-267-4472 (Option 3)

For Remparts games: infogroupes@remparts.ca / ☎ 418-525-1212, Ext. 3.

Please note that some events do not offer group sales.

Certain seats are sold as “limited view” or “partially obstructed view”: this means that a technical element might block or partially block your view of the stage.

Most of the time, it is not a significant obstruction, but we prefer to warn you about it, since we cannot guarantee your view until the artists’ stage is fully set up.

The words “stage side” or “backstage” are indicated on tickets when seat purchased does not face the stage. This means that your field of vision will be directed to the sides or back of the stage.

A presale is an opportunity to buy tickets before they go on sale.

Presales are generally open to audiences who are part of a group, such as the artist’s fan club, or holders of certain credit cards.

Artists and promoters determine who is eligible for presale tickets.

We often have the opportunity to offer presales to members of the Remparts Fan Club and subscribers to the Videotron Centre newsletter. Sign up for the newsletter here: https://www.lecentrevideotron.ca/fr/infolettre/inscription

Note that access to a presale does not guarantee tickets or the best seats, as presale tickets will be available in limited quantities.

When a customer selects a seat, the system blocks access to that seat for all other purchasers, to ensure that the ticket is reserved for the customer for a short time.

If the buyer then does not complete the transaction, that seat will be returned to the general inventory.

In addition, as the event approaches, the event producer may release tickets that were originally unavailable for sale, for technical reasons.

*Please note that no exchange or refund is possible after ticket purchase.

The Videotron Centre is now a 100% digital transaction environment.

Please plan to use Visa, MC, AMEX or debit cards.

Note that all purchases made online or by phone are payable exclusively by credit card.

Don’t have a credit card?

If you don't have a credit card, you can buy your tickets in person at the box office with a debit card.

It is also possible to purchase a prepaid credit card at certain retail outlets or financial institutions. In this case, make sure you activate your card correctly and keep it until the date of your event.

Some artists offer VIP packages for their fans. Packages vary from concert to concert, and don’t always offer the same perks. For more details on VIP offers, please refer to the website of the artists at your event.

You will receive an email from the VIP package manager of the artist’s tour a few days before your event, to give you more information on your package. If you would like more information on VIP packages before then, please refer to the artist’s website or contact the production team directly.