Frequently asked questions
Here you will find the answers to the most frequently asked questions.
EXCUSIVE SALES PHASE
How many tickets can I order ?
For this exclusive sales phase, you can order up to a maximum of 8 tickets per user.
We remind you that if you make different orders, the contiguity will not be guaranteed.
What kind of tickets are available for purchase ?
All the 48 matches Rugby World Cup France 2023 are available.
Only single tickets are available for this exclusive sales phase, there will be no packages.
Which are the different ticket categories available ?
In each venue, 4 categories of seats are available. Generally, in each venue the seating configuration is as described below. However, it may differ between venues so please refer to the individual venue seating maps:
- Category 1: Along the side of the pitch between the try lines
- Category 2: A corner of the stadium
- Category 3: Behind the posts, in the mid-tier
- Category 4: Behind the posts either in the lower or upper tier
Are there tickets available at a reduced price for this exclusive sales phase ?
There is no reduced price. All tickets are sold exclusively at full price.
Which payment methods are accepted ?
Only Mastercard, Visa and CB cards are accepted for this exclusive sales phase.
We are pleased to offer several flexible payment options: you can pay in full; you can pay in three instalments at no extra charge (for purchases over 200€), or you can share the payment with friends and family (for purchases over 21€).
All information on payment methods can be found here.
Can I benefit from payment facilities ?
We offer two types of payment facilities:
- Payment in 3 instalments for purchases over 200€. The first instalment must be paid directly at the time of order. The other two monthly payments will be debited at 30 days and 60 days after placing your order. You can review your payment schedule at any time from your account in the tab “My orders”.
Please note that non-payment of one of the monthly instalments will result in the cancellation of your order and a cancellation fee of 10€.
- For purchases over 21€, shared payment gives you the flexibility to invite each of your friends/family to come and pay their part.
Please note that your friends will have to respect the maximum time limit of 72 hours to make their payment. Beyond this time, your order will be cancelled and a cancellation fee of €10 will be charged.
For more information on our payment methods, we invite you to visit the dedicated page.
What happens if the payment is rejected ?
If your payment has failed, the order will not be validated. It will then be necessary to place a new order with another valid means of payment.
In the case of a payment in three instalments, if one of the payments fails, your order will be awaiting resolution. You will therefore be able to rectify your order during the next 72 hours from your account in the tab “My orders”. Please note that in the event of non-payment of one of the monthly instalments, this will result in the cancellation of the order and a cancellation fee of 10€.
In the case of a shared payment, if one of your “co-payers” does not pay his share, you will have 72 hours to pay his share and thus finalize the order. To do so, you will have to go to your account, in the tab “My orders”. Beyond this deadline, the order will be cancelled and a cancellation fee of 10€ will be charged.
I would like to pay by credit card in 3 instalments at no extra charge, is it possible to pay my instalments in advance ?
Unfortunately, it is not possible to pay instalments in advance.
The first instalment will be paid directly with the order. The second instalment will be paid 30 days later, then the third instalment 30 days after the second one.
What is the 96 hours option ? And How does it work ?
At the end of your reservation, you will have the possibility to take the 96 hours option. This option will allow you to keep your tickets dor 96 hours (3€ per order).
During this period, your reservation and the prices applied remain guaranteed. You will be able to pay and confirm directly on your account in "My Orders" section. We would like to remind you that no modification is allowed once the option has been selected. if you want to confirm your order, you will have to confirm all the products in the order.
If you do not confirm your order within 96 hours, your order will be automatically cancelled. However, you will be charged for the 96 hours option (3€).
For more information, we invite you to visit the dedicated page.
How does cancellation insurance work ?
We offer all fans the opportunity to add our Cancellation Insurance product during your purchase. This insurance protects your purchase and guarantees you a full refund for your product (excluding additionnal services). Please be aware this is a 7% surcharge on of the amount of your order.
This insurance covers the entire order and can be claimed for a single match of your order.
Please ensure you retain your proof of purchase to ensure a full 100% refund. In the event you are unable to provide proof of purchase, you will only be entitled to 70% of the full amount paid.
When you will have subscribed to the Cancellation Insurance, you will receive your subscription contract within 48 hours.
You will find all the information on our dedicated page.
Can I resell my tickets ?
Tickets bought during this exclusive sales phase cannot be resell in no case, even on RWC 2023 official ticket place.
Will the tickets be nominative ?
The tickets will be nominative. As soon as the tickets will be available on your account, you will be able to fill the name and last name of the beneficiaries for each match and for each ticket. They can be different for each of them.
The modification of beneficiary can be made at any time before downloading the e-tickets.
What should I do if I have forgotten my password?
If you have forgotten the password for your account or if you have problems to access to your account, please click on "forgot password".
You will receive an email detailing the process for resetting your password.
How can I change my password?
What should I do if I want to change my profile?
If you need to modify your information, please contact our customer service via our contact form.
How can I change my email address?
If you need to change your email address, please contact our customer service via our contact form.
Why my account creation request has been refused?
If your account creation request has been refused, the reasons may be as follows
- Your document is incorrect
- Your structure type is not accepted by our rules
- You are a travel agency. In this case, go to the dedicated website here
- You are a individual group
- You are a local authority
If you do not recognize yourself in the above cases, please contact us via the contact form
Which audiences can access to the group offers ?
As a reminder, the first sale phase was dedicated to federal structures and to the structures which participating to our Campus France 2023 Program. This phase is now over since June, 30th .
During the second phase, we only accepted works councils requests, but this phase is now over since December 20th.
Requests from individual groups, associations, local authorities won’t be accepted.
Which documents are accepted to prove my status?
To confirm your account creation request, you will have to upload a document to justify your structure type. For example: works council status, meeting reports, accountable document, incorporation certificate.
Which types of products are available?
During this second sale phase, we had two types of products:
- City Packs - 2 matches: one match included and one match to choose. This pack will be available in all venues.
- City Packs - Quarter Finals: this pack includes the two quarter finals in Saint Denis or Marseille
How many tickets can I order?
As reminder, to be able to order, you must be a work council and make a reservation request for a minimum of 7 packs.
All requests will be reviewed by our commercial team, and we cannot guarantee the availability of seats at the time of your reservation request.
Your seats will only be reserved after validation and confirmation from our commercial team.
What are the different categories available?
In each stadium, 4 categories are available:
- Category 1: Side stand seating
- Category 2 : Placement in ¼ of a corner
- Category 3 : Behind the posts, halfway up
- Category 4 : Placement behind the posts, in the lower and upper part of the stand
Can I benefit from preferential rates for Group orders?
There is no discount available for Rugby World Cup France 2023.
I would like to purchase Hospitality tickets, where can I order my tickets?
To purchase hospitality tickets, we invite you to go on our Hospitality Program.
Which payment methods are accepted ?
Bank transfer will be the only payment method available. You will receive the payment information as soon as your booking request will be accepted by our commercial team.
I am a travel agency, where can I order my tickets?
To order packaged tickets with hotel and / or transport, we invite you to go on our dedicated website.
If you have already purchased tickets via our Group website, we remind you that it is strictly forbidden to resell them packaged (with transport and/or hotel) to your employees, licensees, members of your association...
My reservation form / My orders
I am having difficulties making a reservation request, who can I contact?
When the sales are open and to have access to our offers, you have to follow the steps below :
- Make a request to create an account via our dedicated form. You will need to upload a document to justify you structure type.
- As soon as your account will be accepted by our commercial team, you will have to finalize your account. When your password will be defined, your account will be definitively set up.
Once logged, you will have access to our offer.
If your account creation request has not been validated, we invite you to go to the question "Why my account creation request has been refused?" in this same FAQ
If you have followed all the steps and you still encounter difficulties, we invite you to contact us via our contact form.
Can I resell my tickets?
No, unfortunately this is not permitted to resale tickets purchased on this website.
Is it possible to get physical tickets?
Only electronic tickets will be available for this event. You will be able to find them on your personal space in the "My tickets" section as the event approaches.
You will be informed by email as soon as they are available.
When will the e-tickets be available?
E-tickets will be available in your account as soon as the event approaches. You will receive an email to inform you of the availability.
At this stage, it will be mandatory to fill in all the beneficiaries in order to download them
Can I choose my seat in the venue?
You will be able to choose the seats category(ies) but the placement will be done automatically. No request for replacement will be taken into account by our commercial team.
If I have several orders, will my seats be all together ?
Unfortunately, we cannot guarantee that your seats will be together between your different orders. As a reminder, the seats allocation will be automatic.
Can I resell my tickets with a transportation solution?
This is strictly forbidden to resell one or more tickets purchased through our website with service transport and/or hotel.
You have to offer these tickets alone to your employees or club members etc…
I did not receive my order confirmation, how can I find my order details ?
You can find all of your ticket orders in your account, in the "My orders" tab. You can also find your invoice in this same section of your account.
Please check your spam or junk folders in your email inbox for your order confirmation email.
How to contact us ?
If you haven’t found the answer to your question, we invite you to contact us via the contact form. Our customer service will answer you as soon as possible by email.