SWIAM Frequently Asked Questions

We have answered some frequently asked questions below. If you need more information please feel free to contact us at any time.

COVID-19 related questions?

If you have a question related to Coronavirus (COVID-19) and your Sports Where I Am booking, please go to this blog post for the most up-to-date information.


Where is Sports Where I Am based?
We are based in Melbourne, Australia. We have been helping travelling sports fans have amazing sporting experiences since 2013.

How can I contact Sports Where I Am?


For general enquiries or if you’d like help with anything please contact our Customer Service team in Australia here.

Call us

24/7, 7 days per week

Within Australia: 1300 995 136

All other countries: +61 (0) 3 6111 3513

Social Media

Facebook, Facebook Messenger, Twitter, Instagram

Why should I buy through Sports Where I Am?

Sports Where I Am was born from our own frustrations with trying to attend sporting events in new cities. We have simplified the process to help travelling sports fans spend less time researching and more time enjoying awesome sporting experiences.

We have done this by:

Offering the complete end to end solution for the travelling sports fan

The sporting stories you brag to your friends about for years to come include many factors. The game itself, where you stayed, how you got to the game, where you ate beforehand, what the crowd was like, who you sat next to, the merchandise you wore to the game, the stadium tour you attended and much more. Sports Where I Am provides all the elements for you to make your next game an event to remember.

Selecting trustworthy partners

We carefully select our partners to ensure we provide you with the best experience possible. 

Local information

We source the best local advice to help make your sporting experience complete. There are more than 8,000 individual tips provided by fellow sports fans on Sports Where I Am.

Customer Service

We are here to answer any questions that you have at all times. Our team are fellow sports fans who understand what can make your game an event to remember.

We know & love Sports

We focus exclusively on Sports. We keep ourselves up to date with global sporting events to ensure we provide you with the best advice for your trip.

How safe is my private data on Sports Where I am?
Incredibly safe. We won’t sell or share your email address or other personal information. You can check out our full privacy policy here.


What is the Secondary Market?

The secondary ticket market has changed the way people get to see games today. It is a billion-dollar market and allows fans to grab tickets to sold out or tough-to-access events. It has been operating since the 1990’s and is a popular way for fans get to the game. Technology has also meant that the supply and delivery of tickets has been streamlined and fans now have greater opportunities at their fingertips.

Generally speaking, after buying their tickets from the primary market(team, venue or box office) sellers or season ticket holders decide to resell their tickets at a price that reflects the market, and prices often rise and fall with supply and demand. The result is that tickets on our website are often sold either above or below face value. The price on your ticket may look different to what you paid. This is because the secondary market uses dynamic pricing. This means that prices for an event can change depending on demand, availability, popularity, the ticket reseller, and other factors.

Why we offer both Primary & Secondary Market tickets
We offer both primary and secondary market tickets on SWIAM. We feel extremely comfortable with the secondary tickets on offer because we only work with brokers who can confidently take responsibility for all tickets. We do not work with platforms who allow anyone to list tickets. Our brokers have a strong, proven reputation and this is why we work with them. It’s why we are confident to offer 100% money back guarantees on all tickets sold through SWIAM.

Why we believe secondary market options are particularly good for travellers
Opening up the available channels to source tickets provides a lot greater flexibility. It is often not feasible for people attending a new city to understand when tickets go on sale from the box office. Adding further complications like timezone differences, membership tiers, and a overall lack of supply, can make it very complicated for travellers to otherwise source tickets to the games they want to attend.

What about pricing?
We spend a lot of time ensuring we offer competitive prices. In the event a ticket is purchased from the secondary market, the price will almost certainly be above or below the face value of the ticket, depending on the market demand.

If you’d like to learn more about our prices compared to other sites, read the detailed investigation we did on our blog here.

What currencies are available on SWIAM?

We offer 8 different international currencies for you to choose from: USD, AUD, GBP, EUR, SGD, NZD, CAD, HKD. Simply select the currency dropdown option to choose your preferred currency.

*All Australian events are displayed in AUD.

Can you explain your fees?
We provide a clean, simplified fee structure to our users. We charge a flat 15% booking fee across all of our events. We do not charge you for shipping or printing of tickets. A typical pricing breakdown looks like the below;

Ticket cost: $100

Booking Fee: $15

Delivery fee: FREE

Total price: $115

We charge a booking fee to help us continually improve our service to our customers.

*Note this does not apply to Australian events, as we currently link out to the Primary providers Ticketmaster & Ticketek.

How am I protected when buying tickets through Sports Where I Am?
We offer a 100% money back guarantee on all tickets.

*Note this does not apply to Australian events, as we currently link to Ticketmaster & Ticketek’s sites. 

What are the details of the SWIAM Money Back Guarantee?

We offer a 100% Money Back Guarantee if:

Your order is accepted, but not delivered by the seller.

Your order is accepted by, but delivered too late by the seller for the tickets to arrive in time for the event.

You were denied entry because of the tickets or invalid tickets were provided by the seller.*

* Verified proof must be provided by the venue in written letter format. Written or stamped “voids” do not constitute verified proof.

In summary, your ticket will always;

Arrive in time for the event.

Be real, legitimate tickets valid for entry.

Be the exact tickets you ordered or comparable alternates.

Be completely refunded if the event is cancelled.

Will my seats be together?
Tickets are generally allocated together but please refer to the seller’s notes on all occasions. If tickets are listed in a general category, zone, section, or row, we guarantee that they will be together. Examples of these sorts of notes are: “Zone A,” “Section 200,” “Row 102,” etc.

However, sometimes the notes say something like “Section 2, rows A-Z” or “Section 2, Rows A and B, piggybacked” which lets you know that the seats may not be together. If they are “piggybacked,” it means one seat is in front of the other, but in 2 separate rows. If you have any concerns or questions please contact us at any time for clarification.

There is someone else’s name on my ticket? Have I been scammed?
No. Don’t stress, there will almost always be someone else’s name on the ticket in the event it was sourced from the secondary market. The name on a customer’s ticket will generally be the name of the original purchaser.

When will I receive my tickets?
This will differ according to the game, venue, proximity to the date & ticket type. Some tickets are ‘Instantly confirmed’, which as the name suggests, gets delivered to you instantly. Others require a physical drop-off at your hotel or house address, some are mailed to you etc. We will be in constant contact with you throughout your purchase, however if you ever have any concerns about your ticket delivery please contact us via any of the below channels on our Contact page

The below information provides further detail regarding the various ticket delivery options.


You should expect to receive your E-tickets via email in the week leading up to the event. Event organisers and venues typically issue tickets very close to the event date, often only days before.

Instant Download E-tickets:

Our team likes these type of tickets best! In most cases, e-tickets marked as “Instant Download” will be available for you to download and print within minutes of placing your order.

However, in order to protect against fraudulent purchases, some orders may require additional processing time.  If this applies to your order, it will be noted in your order confirmation email, and your e-tickets will usually be available for you to download within one (1) business day.

For this reason, we suggest if you are ordering for a Near-Term Event(game is within an hour or so) to call us direct, particularly if the order is to be placed outside standard business hours. This will give us a better chance of processing the order and get you to the game!

Mobile Tickets:

Some teams use Mobile Tickets, these will be delivered as a barcode that will sit within your device and where you need an internet-enabled device (smart phone, tablet) to enter the stadium. This will be stated before you purchase your tickets. These types of tickets are becoming more popular and offer convenience to travellers.

Physical Tickets:

Many ticket sellers make their tickets available to you before they have even been printed, which gives customers an edge on getting great seats in advance. Because this sometimes happens, tickets may not be “in hand” at the time of purchase.

Seller notes often indicate when an order will ship (at the latest), so customers know when to expect their tickets. They may also note that tickets are “in hand,” which means they can ship immediately. After your tickets have shipped, you will receive a tracking number, so you may track your purchase.


How do I download my E-tickets or Mobile Tickets?

When your E-tickets or Mobile Tickets are ready, you will receive an email from Sports Where I Am with instructions on what to do.

You can print your E-tickets, or download and save them as a PDF. Please note that only one copy of the barcode will be accepted at the venue.

Mobile Tickets must be accessible via an internet-enabled device at the stadium.

Advice for purchasing tickets within 48 hours of the event?

We always recommend that if you haven’t purchased your ticket within 48 hours of the event you should follow the below suggestions:

Filter ticket options according to E-tickets 

This will ensure a faster turnaround than physical pick ups.

Contact us so we can help you source tickets in time

Call or e-mail us with your requirements and we will do all in our power to make it happen.

Can I cancel my order after I have placed it?
As a general rule, all sales are final. Please be absolutely sure you want to purchase the tickets before ordering. If you have any concerns please contact us.
What if the event is cancelled?
If an event gets permanently cancelled, you are eligible for a 100% refund.

Please note that the refund constitutes the price you paid for the tickets. For more details, please refer to the Sports Where I am Policies for the purchase agreement.

Why was my order rejected?
There is usually a small lag time between when tickets are requested and when the ticket listings are updated. As tickets are sold, listings need to be updated manually. On rare occasions, your tickets may have been ordered by another customer before you had the chance to submit yours. This is a rare occurrence, but if it should happen to you, please contact us and we will be happy to source you an alternative ticket.

To ensure SWiAM can offer great tickets at great prices we have systems in place to prevent fraud. Our system may block orders if there is a red flag raised. Some reasons an order may be blocked are; 1) If billing information does not match contact information 2) If there are large or multiple transactions attempted in a short period. If you are placing a genuine order and receive an email that there was a problem with your order, contact us ASAP.

Why am I getting an error message when attempting to checkout?
Our checkout requires your ‘Full Name’ entered to match the name on the credit card being used, including middle initial if there is one. In some cases users put slight variations of their name and the system won’t let the checkout proceed so be sure to match these up.

You should also check if your credit card details match your billing address because if not our fraud detection system will block the order.

The bank has rejected my order
As a security measure, banks can occasionaly initially reject an order if it’s for an overseas transaction. It’s best to call your bank and let them know that you want this order to be accepted.

If a bank has rejected my order, do I need to book that ticket again?
Unfortunately, you will have to re-book this order. Please make sure you have spoken with your bank first to let them know the transaction is not fraudulent before attempting to re-book.

I have a deduction on my credit card statement but no tickets
This is a pre-authorisation amount only. This has put a hold on your funds, it hasn’t yet charged you this amount. These funds will be released and will be available for you to use again within the next 5-7 days (this differs according to your bank, so we advise you to speak with your bank to confirm the timings).

Why do you take a pre-authorisation?
The pre-authorisation is a necessary measure to prevent people from using fraudulent credit cards. If we did not have a pre-authorisation procedure, and a fraudulent credit card was purchasing tickets, it would not only mean there would be less tickets available for genuine buyers like yourself, it would also artificially inflate the prices of the tickets. The ticket prices are market determined, so if the supply of tickets was to artificially reduce, it has a resulting effect on the cost of the tickets you would have to pay.
Some of the European events have limited seating information?
You will notice that some of our European events don’t provide the actual seat numbers, only the relative area of the ticket. Our partners have access to tickets from a given region of those stadiums and thus the final seat details are confirmed closer to the game. We believe it is more important for the travelling sports fan to know that they are guaranteed to have a seat, which is protected with a money back guarantee vs. knowing the exact seat details on purchase.

Something has gone wrong with my order, help!

If we haven’t answered your question in the above, please contact us and we will be happy to help you!

Hotel accommodation

What information do I need to provide at the hotel?
We recommend taking your booking confirmation number, Government issued ID (License, Passport) & your credit card.

Questions about Check-In/Check-Out
If you would like to request an earlier check-in time or later check-out time, we recommend contacting the hotel directly. If this is a possibility it may result in extra charges.

Special needs/requests
For all special needs or requests, we recommend contacting the hotel directly.

Help, I need to cancel or amend my booking!
Please get in contact with us and we will help you through your circumstance.

General questions/enquiries
If you would like to chat with us first, please feel free to contact us. One of our team will be happy to help!