When you are trying to purchase tickets on Ticketmaster and see a message that the queue is temporarily paused, it means Ticketmaster has activated its queueing system to manage high demand. This typically occurs when there is a big onsale for a very popular event where many fans are trying to buy tickets at the same time.
Why Ticketmaster Uses Queues
Ticketmaster utilizes queues to ensure their website remains stable under extremely heavy traffic loads. When an onsale starts for a major event, sometimes millions of fans may be trying to access the website and purchase tickets at exactly the same time. This flood of traffic has the potential to overload Ticketmaster’s servers and cause the website to crash if all requests are processed immediately.
By activating the waiting room or queue, Ticketmaster can regulate the flow of traffic to their site and stagger when each user gets access. This prevents the servers from being hammered all at once and allows requests to be processed in an orderly fashion. The queue provides a fair system where everyone who shows up at the start time has a chance to eventually get tickets, rather than rewarding only the first few who get lucky and get through immediately.
How the Queue System Works
When you attempt to access Ticketmaster for a hot onsale, you will be randomly assigned a place in the virtual queue. This line is ordered first-come, first-served based on when you landed on the page. You will see a message indicating your estimated wait time and that you should not refresh the page or you will lose your place. A countdown clock shows your estimated entry time.
Behind the scenes, Ticketmaster staggers the rate at which users are let into the site. For example, they may allow only X number of users per second through to the ticket purchasing pages. As the queue gets smaller, the rate may increase so wait times shrink.
Eventually when your allotted time comes up, you will be automatically forwarded to the ticket purchasing screen. The queue prevents your browser from continually hitting refresh or the server trying to load too many sessions at once.
Typical Wait Times
Wait times can vary greatly depending on the scale of the onsale. For extremely popular events like major rock concerts or playoff sporting events, it’s not uncommon to see queues of 1 hour or longer. Mid-tier events may have 10-30 minute queues. Minor events may let you right in with no wait at all. There’s no precise formula, so you’ll need to be patient in your virtual line.
Here are some example wait times that have been reported for major onsales:
Event | Wait Time |
U2 Reunion Tour | 90+ minutes |
Super Bowl Tickets | 60-90 minutes |
NBA Playoffs | 30-60 minutes |
The Weeknd Concert | 45-90 minutes |
Tips for Navigating the Queue
Here are some key tips to keep in mind when you encounter the Ticketmaster queue:
Show up early
Be sure to join the queue at least 30 minutes prior to the stated onsale time, or even earlier for super hot events. This will ensure you get a good place in line instead of getting stuck at the back.
Don’t refresh
Once assigned a spot, do not refresh your browser or else you will likely lose your place and have to start over again at the back. Be patient and let the queue system work.
Use multiple devices
Consider using 2 devices (like phone + laptop) to improve your odds. Pull up the queue on both so you have two spots in line. Whichever gets through first can be used to buy tickets.
Check for status updates
Keep an eye on Ticketmaster’s social channels for real-time updates on queue status, delays, or other issues. This can give you a sense of average wait times.
Don’t queue again after purchasing
If you already succeeded in buying tickets, do not join the queue again. This will just contribute to overloading the system.
Have account logged in
Make sure to have your Ticketmaster account created and logged in ahead of time. This will make final checkout faster once you make it through the queue.
Be ready at any time
Don’t stray too far from your device, as you may get pushed through the queue quickly if it moves fast. Have payment details handy so you can complete purchase as soon as available.
Getting Back in Queue After Losing Your Place
If you accidentally closed your browser, refreshed, or walked away and came back to find you lost your place in line, try not to panic. Get back in the queue again as soon as possible and you still have a chance, albeit a lower positioned one. You’ll likely have to wait longer than before.
Just make sure not to jump the queue by doing anything sneaky like clearing your cookies or using a different device. Ticketmaster’s system can detect this activity and will put you at the very back as punishment.
When Queues Can be Frustrating
While queues are designed to make the ticket buying process fairer, they can also lead to frustration in certain cases:
Long Wait Times
Being stuck waiting 30+ minutes or longer just to buy tickets, often with no guarantee of getting them, can be annoying to fans. Reasonable wait times are understandable, but queues over an hour are not fun.
Queue Jumping
People trying to bypass the line by tricking the system can ruin it for everyone. Ticketmaster tries to safeguard against this, but some still find loopholes.
Unclear Estimates
Projected wait times are not always accurate, sometimes moving slower than estimated. Lack of communication around delays builds frustration.
Sellouts During Queue
Seeing tickets sell out while you’re still in queue unable to do anything is hugely disappointing. This gives the impression the queue was pointless.
Technical Errors
Bugs or glitches like error messages, crashes, or retrieving stuck users can complicate queues. Poorly handled queues lead to bad PR.
Is Queue-Skipping Allowed?
Trying to bypass the virtual queue or cut in line ahead of your assigned place is strictly prohibited by Ticketmaster. This includes tricks like:
- Using multiple accounts or devices to get several spots in line
- Clearing cookies or using different browsers to reset your wait time
- Using bots or automated tools to flood the queue system
- Purchasing reseller “verified fan” tickets or access codes to skip queues
- Refreshing repeatedly to try and get a quicker spot
If Ticketmaster detects you are trying to cheat the queue, you may have any tickets you purchased canceled and your account restricted for fraudulent activity. So don’t try jumping the line!
Purchasing From Resellers
Rather than deal with long queues, some fans choose to purchase tickets from resellers right away at inflated prices instead of direct from Ticketmaster. While this avoids the hassle of queues, you’ll pay much higher prices and fees.
Resellers sometimes gain early queue access by special arrangements with Ticketmaster’s Verified Fan program. This cuts out everyday fans stuck in queues. Many feel this system unfairly rewards scalpers over genuine fans.
Complaining to Ticketmaster
If you experience excessive technical issues, extremely long wait times, or other major problems with the Ticketmaster queue, you can contact their customer support team to complain. Typical contacts include:
- Live chat: From Ticketmaster.com
- By phone: 1-800-653-8000
- Email: [email protected]
- Twitter: @Ticketmaster
- Facebook: Ticketmaster
When contacting them, be sure to detail what happened, what time you joined the queue, screenshots of any error messages, and why you feel this was unreasonable. The more specifics you can provide, the better.
If your complaint is valid, they may offer you some benefits like ticket discounts, queue jumping privileges for future events, or access to exclusive ticket presales. But keep in mind they receive a very high volume of complaints, so resolutions are not guaranteed.
Conclusion
In summary, seeing the Ticketmaster queue temporarily paused means their website is experiencing extremely high traffic for a hot ticket onsale. The queue system helps manage demand so the site stays stable. While queues can be tedious, they do give everyone an equal chance at buying tickets if you follow the rules. Be patient, don’t refresh, and eventually you should reach the front of the line. With the right strategies, you can still score seats even with thousands of other fans vying for them too!