Thank you for sharing your experience AZ. We understand it’s frustrating to wait and then encounter errors. We have an FAQ: "The Queue-it queue page shows it is my turn, but I can only see a blank page and got redirected to the waiting room again. What has happened?" and "I encountered an error or technical issue during my purchase and/or never received a purchase confirmation" And to help clarify your situation, Queue-it provides only the virtual waiting room and has no influence over the site’s technical processes. We recommend contacting the site owner’s customer service for help. If you have any questions about Queue-it, you’re also welcome to reach out at https://support.queue-it.com/hc/en-us/requests/new.

Hi Jon, Sorry to hear you ran into trouble accessing your tickets—especially after winning the ballot, which should be an exciting moment. The CAPTCHA step is there to help block bots and ensure fair access, but it does need to be completed within a certain time window to keep the queue moving. If that time runs out, you may see the message you mentioned. We always recommend contacting the site’s customer service for more assistance, as they're best positioned to handle your requests in real time. That said, if you’re able to share more details (like the queue ID or any error messages) through our support form, we’re happy to look into it and see what might’ve gone wrong. https://support.queue-it.com/hc/en-us/requests/new Appreciate you taking the time to share your feedback. Best, Christian

Hi Sue, Thanks for reaching out—and we get why this feels frustrating. I've requested some information from you to understand more about which event and organization you're waiting in queue with. We have over a thousand customers, so this information is key to getting to the bottom of things. Waiting 24 hours is definitely not typical. I would recommend reaching out to the organization running the event. If you'd like us to take a closer look, please share your queue details through our support form. https://support.queue-it.com/hc/en-us/requests/new Regarding your friend getting tickets before you: in some setups, the organization using Queue-it chooses to add a pre-queue before the actual queue opens. When that happens, everyone who joined before the official start time is randomized into the queue to ensure no one gets an unfair advantage by, say, refreshing early, having faster internet, or using a bot. You can read more about that here: https://queue-it.com/pre-queue/ https://queue-it.com/blog/first-in-first-out-randomization/ That could explain why someone who joined slightly later ended up ahead. But again, hard to say exactly without knowing which waiting room you're in. Thanks again for sharing your experience. Best, Christian

Hi Jim, Thanks for sharing your experience. Glad to hear you were able to get the exact date and time you wanted, even after the long wait. How many people are allowed through at once—and how many portals or booking spots are available—is determined by the organization using Queue-it based on their system capacity, not by Queue-it itself. That said, we understand how important a smooth experience is, and we regularly work with our customers to help improve it. Regarding the wait estimate, Queue-it shows “more than an hour” when wait times get longer than that because the estimate can change significantly, especially if the event organizer adjusts how quickly people are let through. It is a tradeoff, though. It's best to be as informed as possible. But we've chosen to keep the message general for waits over an hour to avoid setting wrong expectations, rather than giving a number that could swing wildly. If you’d like us to look into anything specific on our end, feel free to reach out through our support form. https://support.queue-it.com/hc/en-us/requests/new Thanks again for taking the time to share your thoughts. Best, Christian

Hi Rich, Thanks for your review, and I'm sorry to hear about your situation. Queues for high-demand matches like this one can reach tens or even hundreds of thousands of fans, so unfortunately not everyone will be able to get tickets. The queue randomizes everyone at start time to ensure everyone has a fair shot at getting the first spot in queue -- kind of like a live raffle. We know it’s frustrating to see tickets pop up on resale sites right after, but it's worth noting that many of those listings are speculative. In a lot of cases, the seller doesn’t actually own the tickets—they only try to buy them once someone purchases from them on the secondary site. Queue-it is designed to give genuine fans a fair shot by managing traffic and limiting bots with the randomization I mentioned, plus a series of challenges. Strictness of these settings are configured by the ticketing organization. Bots are always evolving, and we’re always improving our defenses and working closely with clubs and ticketing partners to protect real fans. I've requested additional information if you have anything to share from your experience. If you spotted anything suspicious, you can also flag it via our support form, we’re happy to investigate. https://support.queue-it.com/hc/en-us/requests/new Thanks for reaching out and helping us improve. Best, Christian