Ticketfly Cyber Incident Update
To our valued clients and fans:
We recognize how tough and frustrating this has been on everyone -- both our clients and those of you who just want to go see the shows you love. We are deeply sorry this happened. While we've made significant progress, there's still work ahead to make things right. Our top priorities remain ensuring your security, getting everything back up and running, and regaining your trust.
- At the end of May 2018, Ticketfly was the target of a malicious cyber attack.
- In consultation with third-party forensic cybersecurity experts we can now confirm that credit and debit card information was not accessed.
- However, information including names, addresses, email addresses and phone numbers connected to approximately 27 million Ticketfly accounts was accessed. It's important to note that many people purchase tickets with multiple email accounts, so the number of individuals impacted is likely lower.
- We take privacy and security very seriously and upon first learning about this incident we took swift action to secure the data of our clients and fans.
- Ticketfly.com, Ticketfly Backstage, and the vast majority of temporary venue/promoter websites are back online.
FAQs about the cyber incident and accessed data
What data was obtained through this cyber incident?
Information obtained includes names, addresses, email addresses and phone numbers connected to Ticketfly accounts.
Were credit or debit card numbers accessed?
No. Credit and debit card information was not accessed.
What about passwords?
Passwords for Ticketfly ticket buyers were not accessed.
As a precautionary measure, we forced a reset for all passwords for both ticket buyers and Ticketfly venue/promoter clients before we brought the system back online the morning of Saturday, June 2, 2018. There is no further action ticket buyers or Ticketfly clients need to take.
For Ticketfly venue/promoter clients (who are all within the US and Canada), we have no evidence that passwords were accessed. It is possible, however, that hashed values of password credentials could have been accessed. Hashing is a way of scrambling a piece of data, making it generally incomprehensible.
Is there anything I should do with my Ticketfly credentials?
We reset your Ticketfly password on Saturday, June 2, 2018. If you haven’t logged in since then, you’ll need to reset your password (click here to reset your password). In addition, we recommend that you reset any other account that uses any of your Ticketfly credentials.
Are my fans safe to purchase tickets?
Yes. Ticketfly is up and running and fans can purchase tickets. We’ve engaged leading third-party forensic and cybersecurity experts to investigate and support us, and we brought the Ticketfly system back online with the security of our clients and fans top of mind.
What should I tell my fans?
Come see a show! Ticketfly is up and running and you can buy tickets online or through the box office. No ticket buyer credit card numbers or passwords were accessed as part of this cyber incident. We encourage you to continue to reference this FAQ page and direct your fans here as well.
Anything else I should know?
To both our clients and fans, we love you. Thank you for your incredible patience and bearing with us over the past days. We recognize this has been both frustrating and challenging, and we regret any disruption this has caused. We’ve worked as quickly as we can to get you information, but the reality is cyber incidents are unique, and the investigations typically take more time than one would like because the full picture of what happened isn't always quick to develop.
FAQs about Ticketfly being back online
When will the site be back online?
Ticketfly.com and the Ticketfly iOS app are back online providing fans a place where they can discover and search for tickets to your events. Ticketfly Backstage, which includes Box Office, Emailer, Pulse, reporting, scanning and printing, and most importantly ticket purchasing, are all online. There are some subtle differences, but the Backstage experience will feel much the same as always, all of your previously built events and historical data will be there when you log in. To log in, click here.
Promoter and Fanbase (aka, Top Fans) are still offline as we continue to prioritize bringing up the most critical parts of the platform first. We will update you when we have more information to share.
What about my Ticketfly-powered venue and/or promoter website?
The vast majority of venue and promoter websites are now back online. Thank you for your patience as we work hard on the remaining handful including addressing any issues as they arise.
Where can I buy tickets to shows at Ticketfly venues?
Fans can find tickets to upcoming events on Ticketfly.com or via an internet search, Facebook, or affiliates. Venue and promoter websites are coming back online and you will be able to purchase tickets there. We also encourage you to check your inbox for emails from your favorite venue/promoter, check out their social media channels, or contact their box office. To log into your Ticketfly account, please go here.
I purchased a ticket for an upcoming event. How do I access my tickets?
Any previously purchased tickets are still valid. Once you have reset your Ticketfly account password, you will have access to all of your previously purchased tickets and will be able to get into shows, just as you always have. To log into your Ticketfly account, please go here.
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