ROUND ROCK EXPRESS FAQ
- Overview
- Buying Tips
- Account Management
- Round Rock Express My Tickets
- Forwarding Tickets
Our application provides you with a fast and convenient way to buy tickets and manage your personal account information.
OVERVIEW
- What is My Round Rock Express?
My Round Rock Express is your personal online account manager, available from your desktop computer or anywhere you travel via your mobile device.
Using My Round Rock Express, you can view your tickets, take various actions on your tickets, and display a barcoded ticket on the screen of your mobile device for entry into the venue.
My Round Rock Express also allows you to edit your account settings and maintain a list of friends.
- What Actions Can I Take on Tickets?
The most common action is viewing your tickets digitally on the display of your mobile device for entry into the venue.
In addition, you can...
- buy tickets for single events.
- forward digital tickets to friends, allowing them to attend the event.
- use My Round Rock Express features to manage account settings, such as editing payment cards or changing your password.
- print your tickets, if desired, from a desktop computer.
BUYING TIPS
- Using Seat/Section Filters
The seat/section filters are designed to rapidly narrow down results to those that meet your criteria:
- Coupon – Enter coupon code.
- Sort Results By – Set the list order of section tiles, lowest price at the top ("ascending") or highest price at the top ("descending").
- No. of Tickets – Select the number of tickets that you wish to purchase.
- Price Range – Select a minimum and maximum seat price.
- Additional Seating Options – Use a checkbox to apply an optional criterion (accessible seating, for example).
- Reset – Restore all filter settings to their default state.
Changing the filter options will reset the venue map and adjust the section list to show you only those tiles (venue sections) that meet the updated criteria.
Access to Filter Options
On a tablet in landscape view or a desktop computer, the filter options are always visible.
On a smaller device, such as a smartphone, select the filter icon to re-display the filter options as needed.
- Using the Venue Map
The venue map highlights venue sections that have available seats.
Smartphone or Tablet
Use familiar gestures to interact with the venue map:
- Tap – Tap a highlighted map section to zoom in on the section. Tapping again zooms back out.
- Double Tap – Double tap anywhere on the venue map to zoom in on an area. Double tap several times to increase the zoom level.
- Pinch – Pinch your fingers together to zoom out on the venue map.
- Spread – Spread your fingers apart to zoom in on an area on the map.
- Drag – Hold a finger on the map and drag to shift your view of the map to neighboring sections.
Desktop Computer or Laptop
Use the mouse to interact with the venue map:
- Click – Click a highlighted map section to zoom in on the section. Tapping again zooms back out.
- Mouse Wheel or Track Pad (Mac), if available – Scroll the mouse wheel or use two fingers on the track pad to zoom in and out of an area of the venue map.
- Click and Drag – Click and hold the mouse button while moving the mouse to shift your view of the map to neighboring sections.
- Viewing Availability in Different Sections
Interact with the venue map to view details for different areas of the venue:
- Use the pinch gesture or the mouse wheel/track pad to zoom out and find other venue sections.
- Touch/click and drag to move to other areas of the venue that contain availability matching your filter criteria.
- Use the filter options to reset your selections, as needed.
The venue map highlights sections of the venue that meet your current filter settings.
Only those sections that are currently highlighted on the map are selectable in the list of section tiles. Making your seat/section filters less restrictive may offer additional seating options.
Use the following information and symbols to guide your selections.
Once you have selected an event and applied seat filters, the screen displays a scrollable list of panels or "tiles."
Each tile...
- represents an individual venue section.
- displays the section name/number.
- displays the price of seats in the section (see example below).
When you have found a venue section that meets your requirements...
- Tap or click the tile. A colored bar appears on the left side of the tile.
- Tap or click the tile again to select it for checkout.
(To de-select the tile, tap or click another tile or use the filter options to reset your selections.)
- Once you have displayed the "Checkout" overlay on a tile, tap or click the tile to proceed.
Symbols in Section Tiles
A section tile may display the following symbols:
The binoculars symbol is interactive. Tap or click the binoculars, where available, to display a photograph of the point-of-interest as viewed from the venue section.
The pencil symbol indicates that an edit option is available.
Symbols in the Shopping Cart
Once you have selected seats, the shopping cart displays the following symbol:
In the shopping cart, the gear symbol provides options, such as cancelling an order or removing tickets.
- Selecting a Venue Section
Once you have selected an event and applied seat filters, the screen displays a scrollable list of panels or "tiles."
- Each tile identifies a venue section with available seats based on your filter criteria.
- The section list is sensitive to your venue map selections.
- Explore the venue map; tap or click any area of the map to display the corresponding tiles in the section list.
When you have found a venue section that meets your requirements...
- Tap or click the tile in the section list. (The section is highlighted on the venue map.)
- Tap or click the section tile again to display "Checkout" over the tile.
- Tap or click the "Checkout" tile.
- You are prompted to log in if necessary before choosing ticket types (Adult or Senior, for example).
As an alternative to selecting an individual section tile, you can select the BEST SEATS AVAILABLE tile to view seats automatically selected by the system.
- Selecting Ticket Types
Once you have selected a tile (venue section) with the "Checkout" overlay, you can set/change a seat quantity per ticket type.
For example, you might set two tickets as an "Adult" ticket type and two tickets as a "Child" ticket type.
Each ticket type displays as a separate tile. The example below shows two tickets priced at $15.00 each for an "Adult" ticket type.
Review the available ticket types, and then...
- Tap or click the number to the right of the ticket type description to select a seat quantity per ticket type.
- Tap or click ADD TICKETS TO CART to proceed to the payment screen.
- Selecting "Best Seats Available"
As an alternative to selecting a specific venue section from the list, selecting the "Best Seats Available" tile allows you to purchase seats chosen automatically by the system.
Selecting the "Best Seats Available" tile prompts you to log in if necessary, and advances you to the shopping cart.
-
Account Management
- Can I log in with a numeric account ID?
To log in from a mobile device, you must use the email address associated with your account.
To log in with a numeric account ID as your user name, you must access your My Round Rock Express account using a desktop computer or laptop.
- What happens when I change an account email address?
The new email address becomes your user name and is required to log into your account. The system also uses the new email address for password resets and related activities.
- What if I don't have a My Round Rock Express account?
A My Round Rock Express account is required to purchase tickets. You can select an event and search for tickets. However, you are prompted to create a My Round Rock Express account as a condition for locking seats and completing your ticket purchase.
- How do I retrieve my (GPL) My Round Rock Express account password?
Use the link provided at the My Round Rock Express login screen to reset your password:
- A temporary password is sent to your account's email address.
- Log in using the temporary password.
- When prompted, create a new password.
If you have multiple accounts, a password change applies to all accounts with the same email address (user name).
- What if I have more than one My Round Rock Express account?
If you have multiple My Round Rock Express accounts associated with the same login credentials, you are prompted to select a particular account to complete the login.
-
My Round Rock Express
- What is the barcode on the home screen?
The barcode displayed on the My Round Rock Express home screen is your Digital Access ID.
Scanning into the venue with your Digital Access ID is a convenient alternative to individually scanning all of your tickets for the event.
Use your Digital Access ID only if all of the members of your party are with you and ready to enter the venue. Otherwise, select only the individual ticket(s) belonging to the members of your party who are present.
- What if no barcode is displayed on the home screen?
If the My Round Rock Express home screen does not display a barcode (a Digital Access ID)...
- Select the event in My Round Rock Express.
- Select a ticket from your active inventory.
- Present the individual ticket barcode(s) for entry.
- How do I attend an event using My Round Rock Express?
Access to the venue is granted through the scan of a barcode. If you have a barcode on your home screen, you may present that Digital Access ID to the ticket taker, but you should only present that barcode when all of the members of your party are with you and ready for entry into the event. Scanning the Digital Access ID is equivalent to individual scans of all of your active tickets for the event.
You may also select an individual ticket, and present it to the ticket taker to gain access to the event.
In some venues, as the Digital Access ID or each individual ticket barcode is scanned, a paper ticket (seat locator slip) is printed and provided to you. Depending on specific venue guidelines, each ticket holder should retain their own paper ticket throughout the event.
- What if no tickets are displayed in the Ticket List?
Make sure that you have logged in with the correct account. If you are logged into the correct account and tickets are not displayed, tickets may no longer be active. Please go to the box office or customer service desk for assistance.
- What if the barcode isn't displayed in the Ticket List?
If no barcode is displayed, then your ticket may not be eligible to present for entry through My Round Rock Express. If no barcode is displayed, please go to the box office or customer service desk for assistance.
- What if the barcode on my device can't be scanned?
My Round Rock Express automatically increases the brightness on iOS phones. For Android phones, set your brightness level to a high setting to improve scanning.
The barcode displayed in My Round Rock Express is accompanied by a number. If there are difficulties reading the barcode, the ticket taker can use the barcode number to validate your ticket.
- If I have more than one ticket for the event, do I have to present all tickets at the same time?
No. If you have a barcode on your My Round Rock Express home screen and all members of your party are ready to enter the venue, a scan of this barcode (your Digital Access ID) is equivalent to presenting all of your tickets for the event at the same time.
MyTickets also allows individual ticket scans.
Use the following guidelines if members of your party have not yet arrived:
- If absent members of your party have printed tickets and you wish to enter the venue in advance of their arrival, use the ticket view to scan the individual barcodes for those present.
- Absent members of your party can enter separately with previously printed tickets as long as the tickets have not already been scanned for entry.
- If absent members of your party do not have printed tickets, all members should enter at the same time using the tickets displayed via My Round Rock Express.
- If applicable, you may also forward tickets to absent members of your party, allowing separate entry.
- What if I lose connectivity after I've retrieved my tickets?
The data associated with My Round Rock Express is saved to your phone, provided your phone supports this feature and it is enabled.
If you have retrieved details for tickets and those tickets are still valid, then you can re-display the tickets as needed without re-establishing a connection.
Since connectivity may not be available at the venue, we encourage patrons to access their tickets before arriving at the venue.
- If I select tickets using My Round Rock Express can I still print them out at a kiosk?
Since retrieved tickets are considered printed, the tickets are not available for pickup at a kiosk.
Present the tickets displayed on your device to be scanned for entry at the gate. If you are unable to access these tickets, please go to the box office or customer service desk for assistance.
- If I select tickets using My Round Rock Express can I still have them printed at a will call window?
Present the tickets displayed on your device to be scanned for entry at the gate. If you are unable to access these tickets, please go to the box office or customer service desk for assistance.
-
My Events and Ticket Inventory
- Which events and tickets are displayed in My Round Rock Express?
When viewing your inventory in My Round Rock Express, an event list displays current and future events with "active" tickets.
Tickets that have been returned are not considered active and are not displayed.
If you have forwarded tickets to a friend, the tickets remain visible, but do not render a barcode as they are no longer active on your account.
If your active tickets are not displayed, or your barcode does not appear in the Ticket View, please go to the box office or customer service desk for assistance.
- What delivery methods work with My Round Rock Express?
A variety of factors determine the exact delivery methods available within My Round Rock Express and some restrictions may apply.
If your active tickets are not displayed, or the barcode does not appear in the Ticket View, please go to the box office or customer service desk for assistance.
- Do tickets need to already be printed to view them in My Round Rock Express?
No. If a ticket has already been printed, My Round Rock Express displays its existing barcode.
If a ticket has not already been printed, My Round Rock Express generates a barcode when the tickets are retrieved.
- When I retrieve a ticket using My Round Rock Express will it invalidate existing tickets that were previously printed?
No. If a ticket has already been printed, My Round Rock Express displays the barcode generated when the ticket was printed.
- What if I do not see tickets recently added to my account after I have logged into My Round Rock Express?
To refresh ticket inventory...
- View your inventory in My Round Rock Express.
- Navigate to the current month.
- Select the Refresh action to the right of the month control.
The Ticket list displays any recent ticket purchases and any forwarded tickets you have recently received.
-
Forwarding Tickets
- What is ticket forwarding?
My Round Rock Express provides an easy way for you to digitally forward one or more tickets to a friend.
The forward action moves a ticket from your inventory list into your friend's inventory list. The recipient can then use the ticket to enter the event.
- How do I forward a ticket?
You can begin a Ticket Forward from the My Round Rock Express: Event List, the Ticket List, or at the individual Ticket View.
At the Event List or Ticket List, a checkbox displays for each ticket that is eligible for forwarding.
Check the box next to each ticket you wish to forward, and then select the Choose Recipient action.
Select an existing friend from your Friends List, review your selection, and then complete the forward with the Execute Forward action.
- How will my friend know I forwarded tickets?
Both you (as the Sender) and your friend (as the Recipient) receive an email confirming the forward action.
The email to your friend includes links for logging into My Round Rock Express. Your friend can send you a Thank You email or return the tickets to you if they are unable to use them.
- How do I add a friend?
You may add a friend when forwarding tickets or you may select the appropriate account option from the menu to manage your Friends List.
If you have created friends on the desktop version of My Round Rock Express, they appear automatically in the mobile version of My Round Rock Express.
- What if I made a mistake when I forwarded a ticket?
My Round Rock Express provides a Recall action. When you start the Recall action, you are provided with an opportunity to select one or more tickets in order to recall them.
Recalling a ticket restores the ticket to your inventory and re-enables the barcode on your printed tickets if you previously had printed tickets.
Both you and your friend receive an email confirming the Recall action.
- How does a recipient return a forwarded ticket to the sender?
If the recipient of a forwarded ticket is unable to use the ticket, the recipient can use a link in the confirmation email to return the ticket to the sender.
The recipient can also use the Return to Sender action from within My Round Rock Express: select the Return to Sender action from the Event List or Ticket List, select the tickets to be returned to the sender, and complete the action.
-
Managing & Printing Your Digital Tickets
Your tickets are made available to view and manage digitally:
- View your digital tickets using the "view" link at the order confirmation screen or from your confirmation email.
- Gain convenient entry to the venue using your My Round Rock Express account to display your digital tickets directly on your mobile device.
- You can also save your digital tickets in PDF format using the "view" link in your confirmation email.
- You can print paper tickets at home, if desired, from PDF files, if applicable, or from My Round Rock Express desktop.
- You can use your My Round Rock Express account to forward digital tickets to friends, recall forwarded tickets, and receive forwarded tickets.
