Q: I submitted an order, but did not receive a confirmation e-mail. What does this mean?

A: If you did not receive a confirmation e-mail, your order was not processed, and you were not charged for the tickets. It is possible that your order was in the queue when the time-slot sold out. Please try purchasing tickets for a different time or date.

Q: I would like to refund my order. Is this possible?

A: MoMA refunds unused tickets. To request a refund, e-mail onlinetickethelp@moma.org. Please include the reason for the return. Please note that refunds can take three to ten business days to appear on your credit card statement.

Q: The online ticketing system freezes (locks-up). I’ve hit the Submit button, but nothing happens. What should I do?

A: The most common problems people have with our ticketing system are:

• Typing spaces or dashes in the phone number fields
• Including spaces or dashes in the credit card number field
• Using the Safari browser
• Entering a foreign postal code in the U.S. zip code field
• Entering a U.S. zip code in the postal code field (for countries other than the U.S.)
• If you correct these errors and are still having problems, please e-mail onlinetickethelp@moma.org. Include the exact error message you received or attach a screen-shot of the message in your e-mail.

Q: I bought tickets for the wrong date. Can I change them to a different date?

A: It is not possible to change the date on your tickets. If you would like a refund of your order, e-mail onlinetickethelp@moma.org. Please note that refunds can take three to ten business days to appear on your credit card statement.

Q: I’m a corporate member and I would like to reserve tickets online. Do I have to pay full price for Tim Burton tickets?

A: All corporate members receive free admission for themselves and two guests while tickets are available. These tickets are only available on the day of your visit and can be picked up at the lobby information desk. Tickets sell out quickly. If you would like to see the Tim Burton exhibition, please arrive at the Museum prior to 12:00 p.m. If you’d like to reserve tickets in advance using the MoMA website, you will have to pay the full price for general admission tickets.

Q: Does my Tim Burton ticket include admission to the other galleries?

A: Yes. Your timed Tim Burton ticket includes general admission and any films showing on the day of your visit. To learn what films are scheduled for that day, please visit our online calendar.

Q: My online reservation states, “A separate film screening ticket (free) is required.” I’d like to reserve a ticket for a Tim Burton film. How do I do this?

A: Please check the online calendar to verify that films are playing the day of your visit.
Film tickets may be obtained for same-day screenings at no charge by presenting your Museum membership card or your Museum admission ticket stub at the film desk.
A limited number of advance tickets are available to Museum members for a $.50 service fee, no more than one week in advance of a film. Advance film tickets are available to the general public at the film ticket price plus an additional $1.50 service fee.

Q: I’d like to reserve a ticket for a Tim Burton film. How do I do this?

A: Please review our online calendar to learn what films are playing during your planned visit. Tim Burton films are not shown daily. Upcoming Burton films are listed on the Tim Burton film exhibition page. See above for our film ticketing policies.

Q: I am unable to print my tickets. What do I do?

A: You may use our ticket reprint function to reprint you tickets. Or, you may pick them up at the information desk on the day of your visit. (http://moma.org/visit/calendar/tickets/reprint)

Q:  Whom do I contact if I have other technical difficulties purchasing tickets?


A:  If you have encountered a problem not covered in this FAQ, please e-mail onlinetickethelp@moma.org. Please state the issue you had trying to purchase tickets. Specify if it was an Event and/or Admission Ticket(s).

Wednesday, October 28, 2009