Question 1

How do I sign up?

Accepted Answer

You can sign up for KPOP Pass with an email address or a social account (Google, Apple).

1. Click 'Sign up' at the top right.
2. Enter your email and password, or choose 'Continue with Google' / 'Continue with Apple'.
3. Check the verification email sent to the address you entered.
4. Click the verification link to complete sign-up.

Fans living outside Korea can sign up with just an email address.

Question 2

Can non-Korean residents sign up?

Accepted Answer

Yes. KPOP Pass is designed so that fans abroad can sign up and book tickets without Korean identity verification.

- Sign up using only your email and password.
- Some shows may require a passport number or your full name in English.
- You can pay with internationally issued cards (Visa, MasterCard, etc.) even if you do not have a Korean foreign resident registration number.

Question 3

Which social logins are supported?

Accepted Answer

We currently support 'Google' and 'Apple' sign-in.

- You can use either Google or Apple for both sign-up and sign-in.
- Apple sign-in supports 'Hide My Email'. If you use it, our emails will be delivered through Apple's private relay address.
- An account created with email is not automatically linked to a social account using the same address. Please pick one method and stick with it.

Question 4

I forgot my password.

Accepted Answer

Use 'Forgot password' on the sign-in screen.

1. Enter the email you used to sign up.
2. We will send a password reset link to that address.
3. Click the link and set a new password.

If the reset email does not arrive, check your spam folder first. If you still cannot find it, contact customer support.

Question 5

Can I change my email address?

Accepted Answer

Your email address is the unique identifier for your account, so you cannot change it on your own.

- If you need to change it, contact customer support. We will help after verifying your identity.
- For Google social-login accounts, changing the email on the Google side may not be reflected automatically. Please contact us in that case as well.

Question 6

What are the password rules?

Accepted Answer

Your password must meet all of the following:

- At least 8 characters long
- Combine at least two of the following: letters, numbers, special characters
- Cannot be the same as your email address

For better security, we recommend using a password different from those you use on other sites.

Question 7

Can one person create multiple accounts?

Accepted Answer

In principle, 'one account per person'.

If we find that the same person made duplicate bookings for the same show using multiple accounts, the following may apply:

- All bookings will be force-cancelled.
- The account may be permanently suspended.
- An extra fee may be charged at refund time.

We appreciate your cooperation in keeping K-POP ticketing fair.

Question 8

I see a message that my account is locked.

Accepted Answer

If the password is entered incorrectly too many times, the account is locked for a while as a security measure.

- Lock duration: about 30 minutes
- After the lock expires you can try again, or use 'Forgot password' to reset it.
- If the lock repeats, or if you see a sign-in notification you did not initiate, change your password immediately and notify customer support.

Question 9

How does the booking process work?

Accepted Answer

A KPOP Pass booking goes through these steps:

1. Choose a performance date/time on the show page.
2. Pick a section (you choose the section; the seat number is auto-assigned within it).
3. Choose the number of tickets and any discount options.
4. Confirm booker information.
5. Choose a payment method and complete payment.
6. After payment, check your booking from your account.

There is a time limit between picking a section and completing payment (usually 7–10 minutes). Please finish payment within that time.

Question 10

How do I pick a seat?

Accepted Answer

KPOP Pass runs on a 'section-pick' model.

- You pick a section on the seat map, and the system automatically assigns a seat number inside that section.
- The seat number is shown in 'My Bookings' after payment.
- Direct seat-by-seat selection and free seating are not currently supported.

The seat map looks best on a PC. On mobile, pinch to zoom in to see it clearly.

Question 11

Which payment methods can I use?

Accepted Answer

KPOP Pass supports the following payment methods so fans abroad can pay easily:

- LINK: Fast checkout powered by Stripe Link. Once registered, you can pay with just your email and a one-time code from then on.
- Global brand cards: International cards including Visa, MasterCard, JCB, American Express, Discover, UnionPay, etc.
- Triple-A Crypto: Cryptocurrency payments (BTC, ETH, USDT, USDC, etc. — converted to KRW at the rate at payment time).

Settlement is in KRW. For global-brand cards, your card issuer's FX rate and overseas fees may apply; for crypto, network fees may be added.

Question 12

Can I pay from outside Korea?

Accepted Answer

Yes, you can pay from anywhere.

- Global brand cards (Visa, MasterCard, JCB, AMEX, Discover, UnionPay, etc.) are accepted.
- LINK lets you save your card once and check out faster next time.
- Triple-A Crypto lets you pay with BTC/ETH/USDT/USDC and other cryptocurrencies.

Connecting from an IP outside Korea works fine. (If your card issuer blocks foreign transactions, please contact them.) Settlement is in KRW; for card payments, your card issuer's FX rate applies.

Question 13

How many tickets can one person book?

Accepted Answer

The limit varies by show. Common cases:

- General shows: 4 per person
- K-POP concerts (popular shows): 2 or sometimes 1 per person
- Fan-club presales: usually 1 per person

Please check the limit shown on the booking page. Bookings that exceed the limit are rejected automatically.

Question 14

My payment keeps failing. What can I do?

Accepted Answer

Please check these in order:

1. Card limit or balance
2. Foreign-transaction block (for overseas cards or overseas IPs)
3. Card expiration date
4. Card-issuer fraud block — ask your card issuer to approve the transaction.
5. Try again after clearing the browser cache and cookies.

If none of these work, try another payment method. If it still fails, contact customer support with the time of the attempt and your card issuer.

Question 15

It says my booking limit is exceeded.

Accepted Answer

It means you have already reached the 'per-person limit' for that show.

- The sum of tickets already booked and the ones you are trying to book must stay within the limit.
- Cancelled bookings may still count toward the limit for some time.
- Bookings under the same identity-verified profile or the same cardholder may be aggregated across accounts.

Check your remaining allowance under 'My Bookings' for that show.

Question 16

Where do I find my booking number after payment?

Accepted Answer

You can confirm it in three places right after payment:

- Payment-complete page: Booking number is shown there.
- Email: A booking confirmation email is sent to your signup address.
- My Account > My Bookings: All your bookings in one view.

If the confirmation email does not arrive, check your spam folder first.

Question 17

I did not receive the payment confirmation email.

Accepted Answer

Please try the following in order:

1. Confirm your signup email address is correct (under My Account).
2. Check the spam / promotions tab.
3. Check whether your mailbox is full.
4. Add @kpoppass.com to your safe senders.

If you still do not receive it, you can confirm the booking directly under 'My Bookings'. The same screen lets you re-send the receipt / booking info.

Question 18

It's hard to connect when tickets open. Any tips?

Accepted Answer

Traffic spikes are intense when popular K-POP shows go on sale. We recommend:

1. Sign in 5 minutes before the open, then wait without refreshing.
2. Use PC + wired internet if possible (more stable than mobile).
3. Have your payment details (card number, password, etc.) ready in advance.
4. Finish identity verification beforehand if the show requires it.
5. Do not open multiple tabs/windows at the same time — the system may block this automatically.

For shows with a queue system, please wait calmly without refreshing; you will be admitted in order.

Question 19

How do I cancel a booking?

Accepted Answer

Go to 'My Account > My Bookings' and click 'Cancel booking' on the booking you want to cancel.

1. Select the booking to cancel.
2. Review the cancellation fee.
3. Confirm the refund destination (account or original card).
4. Click 'Confirm cancellation' to process it immediately.

When the cancellation is done, you'll receive a cancellation confirmation email.

Question 20

Until when can I cancel?

Accepted Answer

Policies vary by show, but generally:

- Booking day (before midnight): Cancel free of charge
- Up to 10 days before the show: Cancellable (partial fee)
- 7–3 days before the show: Cancellable (higher fee)
- 2 days before the show or later: Not cancellable

Check the show's detail page for the exact cancellation policy.

Question 21

How much is the cancellation fee?

Accepted Answer

Example for general shows. It can differ by show:

- Booking day, before midnight: None
- Booked day → 10 days before show: 10% of ticket price
- 9–7 days before show: 20% of ticket price
- 6–3 days before show: 30% of ticket price
- 2 days before show → show day: Not cancellable

Booking fees are separate and may not be refundable.

Question 22

Can I partially cancel (cancel only some tickets)?

Accepted Answer

Partial cancellation is allowed for most shows.

- Select the number of tickets to cancel from My Bookings.
- Some bundle products or grouped seats may not support partial cancellation.
- For shows with per-person limits (e.g. 1 per person), a partial cancellation is treated the same as a full cancellation.

Question 23

How long do refunds take?

Accepted Answer

Processing time depends on the payment method:

- Domestic credit/debit cards: 3–7 business days depending on the issuer.
- Bank transfer: 2–3 business days.
- International cards: 7–14 days depending on issuer policy (sometimes up to a month).
- Mobile wallets (Apple Pay / Google Pay): follows the linked card's policy.

Weekends and holidays are not counted.

Question 24

Why do refunds on international cards take so long?

Accepted Answer

International card refunds go through more steps:

1. KPOP Pass sends the refund to the card networks.
2. The acquiring bank settles with the issuing bank (your overseas card company).
3. The issuer reflects the refund on your card statement.

Because of FX movement between the original charge and the refund, the KRW ↔ foreign-currency amounts may differ. Any difference is handled by your card issuer's policy.

Question 25

The show was cancelled / postponed. How do I get my refund?

Accepted Answer

If a show is cancelled or postponed by the organizer, you get a full refund with no cancellation fee.

- Automatic refund: No request needed; we refund to your original payment method and send a notice email.
- Postponements: You can choose between attending the new date or getting a refund.
- For some shows, you may need to apply for the refund yourself. Please read the notice email carefully.

Question 26

I can't go due to an emergency or illness. Can I still get a refund?

Accepted Answer

Special situations (natural disasters, hospitalization, etc.) may be reviewed separately from the standard cancellation policy.

- Send the reason and supporting documents (medical certificate, proof of flight cancellation, etc.) to customer support.
- Not all cases will result in a refund — they are reviewed case by case.
- Requests after the show date are limited.

Question 27

Can I transfer / change the name on the ticket instead of cancelling?

Accepted Answer

KPOP Pass does not allow ticket transfers or name changes as a rule.

- For 1-per-person / identity-verified shows, ID is checked at the venue.
- If a transfer is found, entry will be denied, and both parties may be restricted from future bookings.
- If you cannot attend, please go through the standard cancellation process.

Question 28

Can I rebook the same seat after cancelling?

Accepted Answer

Technically possible, but not recommended.

- The seat goes back to inventory immediately on cancellation and may be picked up by another fan.
- For popular shows, seats disappear within seconds — it can be hard to grab the same one again.
- If you want to switch seats, we recommend booking the new seat first, then cancelling the old one (only possible if you are within your per-person limit).

Question 29

My refund shows as processed, but I don't see it on my card statement.

Accepted Answer

Please check the following:

1. Same month: If the original charge and the refund are in the same statement month, the original charge may simply be removed from the statement instead of showing a separate refund line.
2. Different month: If the original charge is from a previous month, the refund will appear as a negative amount on the next statement.
3. Card networks usually take 3–7 business days to reflect.

If you still cannot see it after that, contact your card issuer with your cancellation confirmation email to request an inquiry.

Question 30

How will I receive my ticket?

Accepted Answer

KPOP Pass uses mobile tickets by default.

- After payment, your ticket is immediately available under My Account > My Tickets.
- At the venue, the QR code on your mobile ticket is scanned for entry.
- Some shows additionally offer paper-ticket shipping or on-site pickup.

The available delivery options are shown on the booking screen.

Question 31

When does the mobile ticket become viewable?

Accepted Answer

The QR code is activated some time before the show.

- Typically, the QR appears 24 hours before the show or on the morning of the show.
- Some shows activate the QR closer to entry time (e.g. 2 hours before).
- Before activation you can see the booking info, but the QR is hidden to prevent misuse.

The exact activation time is shown in your account.

Question 32

How do I use the QR code?

Accepted Answer

Show the QR code to staff at the entry gate.

1. Open My Account > My Tickets.
2. Select the show to display the QR.
3. Set your screen brightness to maximum so the QR scans faster.
4. Walk in after the scan succeeds.

The QR is single-use. Screenshots may not be recognized, so always display it directly from the app or web.

Question 33

Can I get a paper ticket?

Accepted Answer

It depends on the show.

- Mobile-only shows: No paper ticket is issued.
- Shows with paper-ticket shipping: You can request shipping at the booking step (shipping fee applies).
- On-site pickup shows: Pick up at the venue box office on show day after showing your ID.

If you live outside Korea, international shipping may not arrive in time. We recommend mobile tickets or on-site pickup in that case.

Question 34

How long does paper-ticket shipping take?

Accepted Answer

- Domestic shipping: 2–4 business days by registered mail (shipping fee ~ KRW 3,000–5,000).
- International shipping: 7–21 days depending on the country (EMS or similar; separate shipping cost).
- If the show is close, shipping may switch automatically to on-site pickup.

After your package is shipped, the tracking number will be sent to your registered email.

Question 35

How does on-site pickup work?

Accepted Answer

Pick up at the box office at the venue on show day.

You'll need:

- The booker's photo ID (passport / Korean resident ID / driver's license)
- The booking number or your bookings screen in the app

Proxy pickup policies vary by show; some require a power-of-attorney letter. Please check the notice on the booking page.

Question 36

Do I really need an ID?

Accepted Answer

For shows with identity verification or on-site pickup, ID is required.

- Korean nationals: Korean resident ID, driver's license, passport
- Non-Korean: passport or Korean foreigner registration card
- Minors: student ID + accompanying guardian (check the show's rules)

If the booker's name does not match the ID, entry may be denied.

Question 37

Which ID do non-Korean fans need?

Accepted Answer

If you live outside Korea, bring your original passport.

- The English first/last name you entered when booking must exactly match the passport.
- Some shows do not accept passport copies or photos (original strongly recommended).
- If you have a Korean foreigner registration card, bringing it together with the passport is safer.

Question 38

The QR won't open. How do I get in?

Accepted Answer

Try the following in order:

1. Check your internet connection — confirm Wi-Fi/data, then refresh.
2. Restart the app or browser.
3. Sign in on a different device (e.g. a friend's phone) and display the QR there.
4. If it still does not work, go to the venue's box office with your booking number and ID. Staff can let you in manually.

The KPOP Pass support hotline number for show day is included in your reservation notice email — keep it handy.

Question 39

When do doors typically open?

Accepted Answer

It depends on the show. Common times:

- Doors open: 1–2 hours before show start
- Doors close: at show start (latecomers wait until the next song starts)
- Merch sales: starts earlier than doors (often 4–6 hours before the show)

Check the show's info section and the entry notice email for exact times.

Question 40

I lost my ticket / Can I use a screenshot?

Accepted Answer

- Mobile ticket screenshots: Not accepted. Always display the live QR from the app or web.
- Lost paper ticket: Reissuance may be impossible, or a fee may apply. Visit the venue box office with your photo ID and ask there.

If you lose your ticket, entry may be denied. Please keep your ticket safe until show day.

Question 41

Can my companion and I use different entry gates?

Accepted Answer

If your seats are in the same section, you'll usually use the same gate.

- Mobile tickets are issued individually to each account, so entering separately is fine.
- For 1-per-person identity-verified shows, each person must present their own ID at entry.
- For shows that require accompanied entry (e.g. minors + guardians), please enter together.

Check the show's detail page for the exact entry rules.

FAQ