Otayo Frequently Asked Questions

Here are a few questions we get asked the most. If you can’t find an answer to what you’re looking for, then reach out to us by phone or email.

General Questions General Questions
Ticket Policy Questions Ticket Policy Questions
Loyalty Program Questions Loyalty Program Questions
How to Book Questions How to Book Questions

Frequently Asked Questions on Otayo

How do I buy a ticket for an event?

You can get tickets to your favourite events through any of the easy options Otayo has on offer:

  • Online
  • Phone Booking
  • Point of Sales (Rézo Otayo)
  • On-site Ticket Sales
  • Otayo App (coming soon)

Check out How to Buy Tickets for more info.

Do I need an account to buy a ticket on Otayo.com?

To make a purchase or booking through the Otayo website, you do not need to pre-register or create an account. You can choose to either:

  • Proceed with your order without any account. Your Full name and Email address will be required though
  • Log in through your Facebook, Instagram or Google account
  • Register for a new account

Otherwise, if you already have an account with Otayo.com, simply log in to proceed with your booking.

Do you take phone bookings?

If you are having trouble using the website or need a little help, call us on our dedicated hotline service, 466 9999 and book your tickets over the phone with our professional customer service agents.

You can then choose to either pay by credit card, MCB Juice or by bank transfer- whichever payment method is easiest for you. An e-ticket will then be sent to you, after your order has been processed.

Where can I buy event tickets from?

Tickets are available on the website, Otayo.com and alternatively at any of the Rézo Otayo kiosks around the island.

Visit Rézo Otayo for the complete list of all our Rézo Otayo Kiosks. Please be aware that tickets purchased from unauthorised sources will not be valid.

How can I pay for my tickets? / What payment methods are accepted?

All online and phone bookings can be paid through Credit Card, MCB Juice or a Bank Transfer. All Rézo Otayo point of sales accept payments by Debit Card, Credit Card or Cash.

How secure is the site?

Otayo is committed to keeping all information that you provide us secure. We have implemented an information security program that contains suitable physical, electronic and managerial procedures to safeguard and secure the information we collect from you online.

By using only certified encryption systems, users on our site can browse and purchase without any worry. While we make every effort to ensure a fully secure environment on our website, nothing transmitted via the internet can be guaranteed as 100% secure.

Can I purchase tickets for someone else?

Yes, all tickets sold on Otayo are transferable.

Can I choose my seat?

For seated events, you have the option of choosing your seat, when booking online. Simply select the seat you would like to book directly on the seating map and view the ticket category and price before confirming your selection. Proceed with your booking as normal, and your seat number will be included on your ticket.

How do I know if my online/phone booking is confirmed?

Your e-ticket, along with your order confirmation will be emailed to you once payment has been processed. If you have paid for your order by MCB Juice or Bank Transfer, you may receive a pre-order confirmation email before your e-ticket/ order confirmation email.

What should I do if I haven’t received my tickets yet? / Where are my tickets?

If you have successfully ordered and paid for your tickets, but haven't received your e-tickets, there may be several reasons for this:

  • Spam Folder. Otayo’s email may have been redirected to your email’s spam folder. If you do not find your e-tickets in your main inbox and in the spam folder, then contact Otayo for assistance.
  • Incorrect email when booking. An incorrect email address may have been entered during the booking process. As a result tickets have been sent to the incorrect email address. Contact Otayo for assistance.
  • Payment is being processed. Payment processing usually takes 48 hours. Please note that bank transfers made from banks besides MCB, require a longer processing time.

Contact Otayo for assistance, if you have still not received your tickets after 3 days from the time of order / payment. In case of any last minute ticket orders and urgent requests, it is always recommended to verify the processing of your booking with any of the Otayo customer service representatives.

Do I need to print my tickets for entry?

If you have ordered your tickets online or through phone bookings, you will receive an e-ticket sent to you by email. You can choose to either print the e-ticket (ensure that the details are visible and that the QR code is not distorted) or present it on your mobile device at the event.

What do I need to bring to the event?

For all events, you always need to present your ticket, either as a physical ticket, printed e-ticket or on your mobile device as a softcopy. Some events have an age restriction where you will need to produce an ID ie. for 18+ events, student events, etc.

What happens if my ticket is damaged, lost or stolen?

If your e-ticket or physical ticket has been damaged (the code cannot be scanned) or destroyed, simply reprint it from your email. If you cannot locate the email, please contact Otayo and it will be resent to you. Once printed, tickets should be stored in a safe place until the day of the event.

If your tickets have been lost or stolen, you should contact Otayo and the ticket will be annulled so that it cannot be misused by a third-party.

Should you wish to have a physical ticket reissued (instead of an e-ticket), you will be required to pay a fee of Rs 100.

Does Otayo offer any special deals or discounts?

Some events on Otayo are usually sold at special prices, such as Online-Exclusive prices, Early Bird offers, Limited Time discounts, etc. Additionally, if you sign up for an Otayo account you automatically join our loyalty program, where you will receive exclusive, member-only rewards.

If I wait to buy, will ticket prices change?

Some events are usually sold at special prices, such as Early Bird offers, Limited Time discounts, etc. You should also consider that the price of tickets at the door or on the day of the event is usually higher. If you wait until the last minute, you may end up paying much more for the same tickets by missing out on these offers or even worse, tickets may be sold out. So, we recommend that you get your tickets as soon as you can.

What happens if an event is cancelled?

If an event is cancelled by the event producer (not rescheduled), only the price paid for tickets will be refunded. Service charges, bank fees and order processing fees will not be refunded.

What if I can no longer attend an event?

If you can no longer attend an event, no refunds will be given (see Terms and Conditions). Tickets once sold are non-refundable, so once you have booked your ticket, you won’t be able to cancel, exchange it for another event or get a refund.

You are not permitted to sell, offer for sale, resell or auction tickets, though you may give the ticket to another person such as family members or friends.

Can I get a refund?

Tickets once sold are non-refundable, so once you have booked your ticket, we won’t be able to cancel, exchange it for another event or get a refund.

Can I transfer my ticket to someone else?

You may give the ticket to another person such as family members or friends. You are not permitted to sell, offer for sale or auction tickets.

What is the Otayo Loyalty Program?

The Otayo Loyalty Program gives you the opportunity to earn many great rewards - from cash discounts, ticket upgrades, exclusive invites and much more. Find out more here.

What are the benefits of the Otayo Loyalty Program?

The Otayo Loyalty Program offers you Early Access, Discounts, Promo Codes, Coupons, Invites to Exclusive Events, Cash discounts, Upgrades and much more. Find out more here.

How do I get reward points?

There are so many ways to earn reward points with the Otayo Loyalty Program. Find out more here.

What are Coupons?

Otayo rewards and also surprises loyal customers with coupons offering bonus points or discounts. There are 2 types of Coupons available, Discount Coupons and Reward Point Coupons. An email will be sent or you can visit “My Coupons” on your account page to see if you have any coupons to claim. Find out more here.