{"id":"axs","page":"https://escalate.alexgaoth.com/#/c/axs","html":"https://escalate.alexgaoth.com/c/axs/","generated":"2026-10-15","company":{"id":"axs","name":"AXS","aliases":["axs group","axs group llc","axs.com","axs tickets"],"sector":"ticketing","parent":"AEG","website":"https://www.axs.com","regulators":["ftc"],"channels":[{"id":"helpline-phone","type":"phone","label":"AXS helpline (charges made in error, purchase questions)","value":"+1-888-929-7849","purposes":["billing_error","unauthorized_charge","refund_request","event_cancelled"],"notes":"The Purchase Agreement says \"If you feel that a charge has been made to your Payment Method in error, call our helpline or email our customer service department\" and lists 1-888-929-7849 (also written 888.929.7849). It gives no hours. The email address is hidden behind an obfuscated link on the page and is not recorded here.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"},{"id":"support-request-form","type":"web_form","label":"AXS Support request form (support.axs.com)","value":"https://support.axs.com/hc/en-us/requests/new","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Linked as \"Feedback\" in the footer of the AXS Purchase Agreement. support.axs.com refused automated access (HTTP 403) on 2026-10-13, so the form fields and any sign-in or bot check were not seen.","source":"https://www.axs.com/about-purchase-agreement_US_v5.html","last_verified":"2026-10-13"},{"id":"support-contact","type":"portal","label":"AXS Support, Contact Us (select country)","value":"https://support.axs.com/hc/p/select_country","purposes":["event_cancelled","refund_request","billing_error"],"notes":"Linked as \"Contact Us\" and \"Help\" in the Purchase Agreement footer. A U.S. help article \"How do I contact Fan Support\" (https://support.axs.com/hc/en-us/articles/360033079634-How-do-I-contact-Fan-Support) and the refund article \"Can I cancel or refund my tickets\" (https://support.axs.com/hc/en-us/articles/200747305-Can-I-cancel-or-refund-my-tickets) exist, but their text could not be loaded (HTTP 403); a search-result summary mentioned live chat on the help page.","source":"https://www.axs.com/about-purchase-agreement_US_v5.html","last_verified":"2026-10-13"},{"id":"purchase-agreement-mail","type":"mail","label":"AXS Group LLC, questions about the Purchase Agreement","value":"AXS Group LLC, 425 West 11th Street, Suite 100, Los Angeles, CA 90015, Attn. Purchase Agreement - AXS","purposes":["refund_request","billing_error"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"helpline-phone"},{"rung":"written_complaint","channel":"support-request-form"},{"rung":"payment_dispute","note":"Card dispute for a cancelled event that was not refunded (rule fcba-billing-error)."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"event_cancelled","summary":"AXS says refunds will generally be issued if an event is cancelled and not rescheduled, but the Client (venue or promoter) decides, and AXS or the Client may keep fees. Primary tickets for suspended, postponed or rescheduled events are not refunded unless the Client offers it or the law requires it.","evidence":["order number","AXS or organizer cancellation notice","total paid including fees"],"steps":[{"do":"Check the event status on axs.com, and contact the venue or event organizer about new dates and whether a refund applies, as the Purchase Agreement advises."},{"do":"For a cancelled event that is not rescheduled, expect the refund to the payment method used for the purchase. If it does not arrive, contact AXS Support in writing with the order number.","channel":"support-request-form"},{"do":"Call the helpline if the written request gets no answer.","channel":"helpline-phone"},{"do":"If neither AXS nor the organizer refunds a cancelled event, dispute the charge with the card issuer (rule fcba-billing-error) and report to the FTC and your state attorney general.","regulator":"ftc"}],"facts":[{"kind":"policy","claim":"\"Refunds will generally be issued if an event is canceled and not rescheduled\"; the Purchase Agreement adds that this \"is determined by our Clients, and not by AXS\", and that AXS or the Client \"reserves the right to retain various fees and charges paid by buyers or sellers on our Service\" even if an event is cancelled and not rescheduled. Refunds go to the payment method used for the purchase. No processing time is stated.","issues":["event_cancelled"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"Refunds for Primary Ticket purchases are not available for suspended, postponed or rescheduled events\" unless offered by the Client or required by law. For a rescheduled event AXS will try to offer a ticket of the same value or in the same location, \"although that is not always possible.\"","issues":["event_cancelled"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"A changed or cancelled opening act or guest artist does not make the event cancelled, and gives no right to a refund or exchange. Online (virtual) events are not refunded unless the event is cancelled.","issues":["event_cancelled","refund_request"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"Resale on AXS: when a refund is due on a Resale Ticket, the reseller must refund the proceeds, and AXS may charge the reseller's account balance or payment method. The buyer's refund is issued to the payment method on file. An original purchaser's own refund may be withheld until they reimburse AXS for resale proceeds.","issues":["event_cancelled","refund_request"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"AXS purchases are final; tickets are not exchanged or refunded (and fees are not refunded) unless the terms or the Client's refund policy say otherwise.","evidence":["order number","the Client's refund policy shown at purchase"],"steps":[{"do":"Read the Client's refund policy for the event; buying the ticket means you agreed to it."},{"do":"Ask AXS Support in writing whether the Client offers a refund, quoting the order number.","channel":"support-request-form"}],"facts":[{"kind":"policy","claim":"\"Unless otherwise stated in our terms, tickets cannot be exchanged or refunded even if lost, stolen, damaged or destroyed, and fees cannot be refunded.\" By purchasing a ticket you agree to the refund policy of the associated Client, and AXS follows the Clients' instructions on refunds.","issues":["refund_request"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}]},{"issue":"billing_error","summary":"Call the AXS helpline about a charge made in error; if it is not corrected, dispute it with the card issuer.","evidence":["order confirmation with the fee breakdown","card statement"],"steps":[{"do":"Call the helpline about the charge. The Purchase Agreement says all fees and charges are disclosed during the purchase process.","channel":"helpline-phone"},{"do":"Put the complaint in writing through AXS Support.","channel":"support-request-form"},{"do":"If the charge is not corrected, send a billing-error dispute to the card issuer (rule fcba-billing-error)."},{"do":"Report mandatory fees that were not in the advertised total price to the FTC (rule ftc-junk-fees-rule).","regulator":"ftc"}],"facts":[{"kind":"process","claim":"\"If you feel that a charge has been made to your Payment Method in error, call our helpline or email our customer service department.\" The helpline is 1-888-929-7849. The Purchase Agreement also says all fees and charges relating to your transaction will be disclosed during the purchase process.","issues":["billing_error","unauthorized_charge"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Report an AXS charge you did not make to the card issuer at once, and tell the AXS helpline.","evidence":["card statement","any AXS order emails"],"steps":[{"do":"Report the charge to the card issuer at once (rules tila-unauthorized-card-liability and fcba-billing-error)."},{"do":"Call the AXS helpline about the charge.","channel":"helpline-phone"},{"do":"If someone used your identity, report it to the FTC.","regulator":"ftc"}]}],"facts":[{"kind":"policy","claim":"The Purchase Agreement refers to the AXS Terms of Use, \"which include a mandatory arbitration provision\" and a class action waiver provision.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}],"known_blockers":["support.axs.com and the current Purchase Agreement page (axs.com/legal/purchase_agreement.html) refused automated access (HTTP 403) on 2026-10-13; a person may need to open them in a browser.","Refunds depend on the Client (venue or promoter); AXS follows the Client's instructions."],"notes":"Values come from the AXS Purchase Agreement – North America version last updated June 6th, 2024 (about-purchase-agreement_US_v8.html). The current Purchase Agreement page and support.axs.com blocked automated access, so a newer version may exist. No AXS page on phishing or a resale buyer guarantee was found.","official_domains":["axs.com"],"security":{"known_scams":[{"kind":"policy","claim":"AXS says \"Tickets obtained from unauthorized sources may be invalid, lost, stolen or counterfeit and if so, are void\", that it does not guarantee the authenticity of tickets from a non-authorized third-party reseller, and recommends buying directly through AXS, its Client or authorized partners.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}]}},"playbooks":{"event_cancelled":{"company":{"id":"axs","name":"AXS","sector":"ticketing","website":"https://www.axs.com","account_url":null},"issue":{"id":"event_cancelled","name":"Event cancelled, postponed or changed"},"playbook_source":"company","summary":"AXS says refunds will generally be issued if an event is cancelled and not rescheduled, but the Client (venue or promoter) decides, and AXS or the Client may keep fees. Primary tickets for suspended, postponed or rescheduled events are not refunded unless the Client offers it or the law requires it.","evidence":["order number","AXS or organizer cancellation notice","total paid including fees"],"steps":[{"do":"Check the event status on axs.com, and contact the venue or event organizer about new dates and whether a refund applies, as the Purchase Agreement advises."},{"do":"For a cancelled event that is not rescheduled, expect the refund to the payment method used for the purchase. If it does not arrive, contact AXS Support in writing with the order number.","channel":{"id":"support-request-form","type":"web_form","label":"AXS Support request form (support.axs.com)","value":"https://support.axs.com/hc/en-us/requests/new","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Linked as \"Feedback\" in the footer of the AXS Purchase Agreement. support.axs.com refused automated access (HTTP 403) on 2026-10-13, so the form fields and any sign-in or bot check were not seen.","source":"https://www.axs.com/about-purchase-agreement_US_v5.html","last_verified":"2026-10-13"}},{"do":"Call the helpline if the written request gets no answer.","channel":{"id":"helpline-phone","type":"phone","label":"AXS helpline (charges made in error, purchase questions)","value":"+1-888-929-7849","purposes":["billing_error","unauthorized_charge","refund_request","event_cancelled"],"notes":"The Purchase Agreement says \"If you feel that a charge has been made to your Payment Method in error, call our helpline or email our customer service department\" and lists 1-888-929-7849 (also written 888.929.7849). It gives no hours. The email address is hidden behind an obfuscated link on the page and is not recorded here.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}},{"do":"If neither AXS nor the organizer refunds a cancelled event, dispute the charge with the card issuer (rule fcba-billing-error) and report to the FTC and your state attorney general.","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}}],"channels":[{"id":"helpline-phone","type":"phone","label":"AXS helpline (charges made in error, purchase questions)","value":"+1-888-929-7849","purposes":["billing_error","unauthorized_charge","refund_request","event_cancelled"],"notes":"The Purchase Agreement says \"If you feel that a charge has been made to your Payment Method in error, call our helpline or email our customer service department\" and lists 1-888-929-7849 (also written 888.929.7849). It gives no hours. The email address is hidden behind an obfuscated link on the page and is not recorded here.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"},{"id":"support-request-form","type":"web_form","label":"AXS Support request form (support.axs.com)","value":"https://support.axs.com/hc/en-us/requests/new","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Linked as \"Feedback\" in the footer of the AXS Purchase Agreement. support.axs.com refused automated access (HTTP 403) on 2026-10-13, so the form fields and any sign-in or bot check were not seen.","source":"https://www.axs.com/about-purchase-agreement_US_v5.html","last_verified":"2026-10-13"},{"id":"support-contact","type":"portal","label":"AXS Support, Contact Us (select country)","value":"https://support.axs.com/hc/p/select_country","purposes":["event_cancelled","refund_request","billing_error"],"notes":"Linked as \"Contact Us\" and \"Help\" in the Purchase Agreement footer. A U.S. help article \"How do I contact Fan Support\" (https://support.axs.com/hc/en-us/articles/360033079634-How-do-I-contact-Fan-Support) and the refund article \"Can I cancel or refund my tickets\" (https://support.axs.com/hc/en-us/articles/200747305-Can-I-cancel-or-refund-my-tickets) exist, but their text could not be loaded (HTTP 403); a search-result summary mentioned live chat on the help page.","source":"https://www.axs.com/about-purchase-agreement_US_v5.html","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"\"Refunds will generally be issued if an event is canceled and not rescheduled\"; the Purchase Agreement adds that this \"is determined by our Clients, and not by AXS\", and that AXS or the Client \"reserves the right to retain various fees and charges paid by buyers or sellers on our Service\" even if an event is cancelled and not rescheduled. Refunds go to the payment method used for the purchase. No processing time is stated.","issues":["event_cancelled"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"Refunds for Primary Ticket purchases are not available for suspended, postponed or rescheduled events\" unless offered by the Client or required by law. For a rescheduled event AXS will try to offer a ticket of the same value or in the same location, \"although that is not always possible.\"","issues":["event_cancelled"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"A changed or cancelled opening act or guest artist does not make the event cancelled, and gives no right to a refund or exchange. Online (virtual) events are not refunded unless the event is cancelled.","issues":["event_cancelled","refund_request"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"Resale on AXS: when a refund is due on a Resale Ticket, the reseller must refund the proceeds, and AXS may charge the reseller's account balance or payment method. The buyer's refund is issued to the payment method on file. An original purchaser's own refund may be withheld until they reimburse AXS for resale proceeds.","issues":["event_cancelled","refund_request"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Purchase Agreement refers to the AXS Terms of Use, \"which include a mandatory arbitration provision\" and a class action waiver provision.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"helpline-phone","type":"phone","label":"AXS helpline (charges made in error, purchase questions)","value":"+1-888-929-7849","purposes":["billing_error","unauthorized_charge","refund_request","event_cancelled"],"notes":"The Purchase Agreement says \"If you feel that a charge has been made to your Payment Method in error, call our helpline or email our customer service department\" and lists 1-888-929-7849 (also written 888.929.7849). It gives no hours. The email address is hidden behind an obfuscated link on the page and is not recorded here.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"support-request-form","type":"web_form","label":"AXS Support request form (support.axs.com)","value":"https://support.axs.com/hc/en-us/requests/new","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Linked as \"Feedback\" in the footer of the AXS Purchase Agreement. support.axs.com refused automated access (HTTP 403) on 2026-10-13, so the form fields and any sign-in or bot check were not seen.","source":"https://www.axs.com/about-purchase-agreement_US_v5.html","last_verified":"2026-10-13"}},{"index":2,"rung":"payment_dispute","note":"Card dispute for a cancelled event that was not refunded (rule fcba-billing-error).","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["support.axs.com and the current Purchase Agreement page (axs.com/legal/purchase_agreement.html) refused automated access (HTTP 403) on 2026-10-13; a person may need to open them in a browser.","Refunds depend on the Client (venue or promoter); AXS follows the Client's instructions."],"security":{"official_domains":["axs.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"AXS says \"Tickets obtained from unauthorized sources may be invalid, lost, stolen or counterfeit and if so, are void\", that it does not guarantee the authenticity of tickets from a non-authorized third-party reseller, and recommends buying directly through AXS, its Client or authorized partners.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":12},"verified_from":{"page":11,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 12 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Values come from the AXS Purchase Agreement – North America version last updated June 6th, 2024 (about-purchase-agreement_US_v8.html). The current Purchase Agreement page and support.axs.com blocked automated access, so a newer version may exist. No AXS page on phishing or a resale buyer guarantee was found.","warnings":[]},"refund_request":{"company":{"id":"axs","name":"AXS","sector":"ticketing","website":"https://www.axs.com","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"AXS purchases are final; tickets are not exchanged or refunded (and fees are not refunded) unless the terms or the Client's refund policy say otherwise.","evidence":["order number","the Client's refund policy shown at purchase"],"steps":[{"do":"Read the Client's refund policy for the event; buying the ticket means you agreed to it."},{"do":"Ask AXS Support in writing whether the Client offers a refund, quoting the order number.","channel":{"id":"support-request-form","type":"web_form","label":"AXS Support request form (support.axs.com)","value":"https://support.axs.com/hc/en-us/requests/new","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Linked as \"Feedback\" in the footer of the AXS Purchase Agreement. support.axs.com refused automated access (HTTP 403) on 2026-10-13, so the form fields and any sign-in or bot check were not seen.","source":"https://www.axs.com/about-purchase-agreement_US_v5.html","last_verified":"2026-10-13"}}],"channels":[{"id":"helpline-phone","type":"phone","label":"AXS helpline (charges made in error, purchase questions)","value":"+1-888-929-7849","purposes":["billing_error","unauthorized_charge","refund_request","event_cancelled"],"notes":"The Purchase Agreement says \"If you feel that a charge has been made to your Payment Method in error, call our helpline or email our customer service department\" and lists 1-888-929-7849 (also written 888.929.7849). It gives no hours. The email address is hidden behind an obfuscated link on the page and is not recorded here.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"},{"id":"support-request-form","type":"web_form","label":"AXS Support request form (support.axs.com)","value":"https://support.axs.com/hc/en-us/requests/new","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Linked as \"Feedback\" in the footer of the AXS Purchase Agreement. support.axs.com refused automated access (HTTP 403) on 2026-10-13, so the form fields and any sign-in or bot check were not seen.","source":"https://www.axs.com/about-purchase-agreement_US_v5.html","last_verified":"2026-10-13"},{"id":"support-contact","type":"portal","label":"AXS Support, Contact Us (select country)","value":"https://support.axs.com/hc/p/select_country","purposes":["event_cancelled","refund_request","billing_error"],"notes":"Linked as \"Contact Us\" and \"Help\" in the Purchase Agreement footer. A U.S. help article \"How do I contact Fan Support\" (https://support.axs.com/hc/en-us/articles/360033079634-How-do-I-contact-Fan-Support) and the refund article \"Can I cancel or refund my tickets\" (https://support.axs.com/hc/en-us/articles/200747305-Can-I-cancel-or-refund-my-tickets) exist, but their text could not be loaded (HTTP 403); a search-result summary mentioned live chat on the help page.","source":"https://www.axs.com/about-purchase-agreement_US_v5.html","last_verified":"2026-10-13"},{"id":"purchase-agreement-mail","type":"mail","label":"AXS Group LLC, questions about the Purchase Agreement","value":"AXS Group LLC, 425 West 11th Street, Suite 100, Los Angeles, CA 90015, Attn. Purchase Agreement - AXS","purposes":["refund_request","billing_error"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"\"Unless otherwise stated in our terms, tickets cannot be exchanged or refunded even if lost, stolen, damaged or destroyed, and fees cannot be refunded.\" By purchasing a ticket you agree to the refund policy of the associated Client, and AXS follows the Clients' instructions on refunds.","issues":["refund_request"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Purchase Agreement refers to the AXS Terms of Use, \"which include a mandatory arbitration provision\" and a class action waiver provision.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"helpline-phone","type":"phone","label":"AXS helpline (charges made in error, purchase questions)","value":"+1-888-929-7849","purposes":["billing_error","unauthorized_charge","refund_request","event_cancelled"],"notes":"The Purchase Agreement says \"If you feel that a charge has been made to your Payment Method in error, call our helpline or email our customer service department\" and lists 1-888-929-7849 (also written 888.929.7849). It gives no hours. The email address is hidden behind an obfuscated link on the page and is not recorded here.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"support-request-form","type":"web_form","label":"AXS Support request form (support.axs.com)","value":"https://support.axs.com/hc/en-us/requests/new","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Linked as \"Feedback\" in the footer of the AXS Purchase Agreement. support.axs.com refused automated access (HTTP 403) on 2026-10-13, so the form fields and any sign-in or bot check were not seen.","source":"https://www.axs.com/about-purchase-agreement_US_v5.html","last_verified":"2026-10-13"}},{"index":2,"rung":"payment_dispute","note":"Card dispute for a cancelled event that was not refunded (rule fcba-billing-error).","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["support.axs.com and the current Purchase Agreement page (axs.com/legal/purchase_agreement.html) refused automated access (HTTP 403) on 2026-10-13; a person may need to open them in a browser.","Refunds depend on the Client (venue or promoter); AXS follows the Client's instructions."],"security":{"official_domains":["axs.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"AXS says \"Tickets obtained from unauthorized sources may be invalid, lost, stolen or counterfeit and if so, are void\", that it does not guarantee the authenticity of tickets from a non-authorized third-party reseller, and recommends buying directly through AXS, its Client or authorized partners.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":12},"verified_from":{"page":11,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 12 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Values come from the AXS Purchase Agreement – North America version last updated June 6th, 2024 (about-purchase-agreement_US_v8.html). The current Purchase Agreement page and support.axs.com blocked automated access, so a newer version may exist. No AXS page on phishing or a resale buyer guarantee was found.","warnings":[]},"billing_error":{"company":{"id":"axs","name":"AXS","sector":"ticketing","website":"https://www.axs.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Call the AXS helpline about a charge made in error; if it is not corrected, dispute it with the card issuer.","evidence":["order confirmation with the fee breakdown","card statement"],"steps":[{"do":"Call the helpline about the charge. The Purchase Agreement says all fees and charges are disclosed during the purchase process.","channel":{"id":"helpline-phone","type":"phone","label":"AXS helpline (charges made in error, purchase questions)","value":"+1-888-929-7849","purposes":["billing_error","unauthorized_charge","refund_request","event_cancelled"],"notes":"The Purchase Agreement says \"If you feel that a charge has been made to your Payment Method in error, call our helpline or email our customer service department\" and lists 1-888-929-7849 (also written 888.929.7849). It gives no hours. The email address is hidden behind an obfuscated link on the page and is not recorded here.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}},{"do":"Put the complaint in writing through AXS Support.","channel":{"id":"support-request-form","type":"web_form","label":"AXS Support request form (support.axs.com)","value":"https://support.axs.com/hc/en-us/requests/new","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Linked as \"Feedback\" in the footer of the AXS Purchase Agreement. support.axs.com refused automated access (HTTP 403) on 2026-10-13, so the form fields and any sign-in or bot check were not seen.","source":"https://www.axs.com/about-purchase-agreement_US_v5.html","last_verified":"2026-10-13"}},{"do":"If the charge is not corrected, send a billing-error dispute to the card issuer (rule fcba-billing-error)."},{"do":"Report mandatory fees that were not in the advertised total price to the FTC (rule ftc-junk-fees-rule).","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}}],"channels":[{"id":"helpline-phone","type":"phone","label":"AXS helpline (charges made in error, purchase questions)","value":"+1-888-929-7849","purposes":["billing_error","unauthorized_charge","refund_request","event_cancelled"],"notes":"The Purchase Agreement says \"If you feel that a charge has been made to your Payment Method in error, call our helpline or email our customer service department\" and lists 1-888-929-7849 (also written 888.929.7849). It gives no hours. The email address is hidden behind an obfuscated link on the page and is not recorded here.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"},{"id":"support-request-form","type":"web_form","label":"AXS Support request form (support.axs.com)","value":"https://support.axs.com/hc/en-us/requests/new","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Linked as \"Feedback\" in the footer of the AXS Purchase Agreement. support.axs.com refused automated access (HTTP 403) on 2026-10-13, so the form fields and any sign-in or bot check were not seen.","source":"https://www.axs.com/about-purchase-agreement_US_v5.html","last_verified":"2026-10-13"},{"id":"support-contact","type":"portal","label":"AXS Support, Contact Us (select country)","value":"https://support.axs.com/hc/p/select_country","purposes":["event_cancelled","refund_request","billing_error"],"notes":"Linked as \"Contact Us\" and \"Help\" in the Purchase Agreement footer. A U.S. help article \"How do I contact Fan Support\" (https://support.axs.com/hc/en-us/articles/360033079634-How-do-I-contact-Fan-Support) and the refund article \"Can I cancel or refund my tickets\" (https://support.axs.com/hc/en-us/articles/200747305-Can-I-cancel-or-refund-my-tickets) exist, but their text could not be loaded (HTTP 403); a search-result summary mentioned live chat on the help page.","source":"https://www.axs.com/about-purchase-agreement_US_v5.html","last_verified":"2026-10-13"},{"id":"purchase-agreement-mail","type":"mail","label":"AXS Group LLC, questions about the Purchase Agreement","value":"AXS Group LLC, 425 West 11th Street, Suite 100, Los Angeles, CA 90015, Attn. Purchase Agreement - AXS","purposes":["refund_request","billing_error"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"\"If you feel that a charge has been made to your Payment Method in error, call our helpline or email our customer service department.\" The helpline is 1-888-929-7849. The Purchase Agreement also says all fees and charges relating to your transaction will be disclosed during the purchase process.","issues":["billing_error","unauthorized_charge"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Purchase Agreement refers to the AXS Terms of Use, \"which include a mandatory arbitration provision\" and a class action waiver provision.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"helpline-phone","type":"phone","label":"AXS helpline (charges made in error, purchase questions)","value":"+1-888-929-7849","purposes":["billing_error","unauthorized_charge","refund_request","event_cancelled"],"notes":"The Purchase Agreement says \"If you feel that a charge has been made to your Payment Method in error, call our helpline or email our customer service department\" and lists 1-888-929-7849 (also written 888.929.7849). It gives no hours. The email address is hidden behind an obfuscated link on the page and is not recorded here.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"support-request-form","type":"web_form","label":"AXS Support request form (support.axs.com)","value":"https://support.axs.com/hc/en-us/requests/new","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Linked as \"Feedback\" in the footer of the AXS Purchase Agreement. support.axs.com refused automated access (HTTP 403) on 2026-10-13, so the form fields and any sign-in or bot check were not seen.","source":"https://www.axs.com/about-purchase-agreement_US_v5.html","last_verified":"2026-10-13"}},{"index":2,"rung":"payment_dispute","note":"Card dispute for a cancelled event that was not refunded (rule fcba-billing-error).","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["support.axs.com and the current Purchase Agreement page (axs.com/legal/purchase_agreement.html) refused automated access (HTTP 403) on 2026-10-13; a person may need to open them in a browser.","Refunds depend on the Client (venue or promoter); AXS follows the Client's instructions."],"security":{"official_domains":["axs.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"AXS says \"Tickets obtained from unauthorized sources may be invalid, lost, stolen or counterfeit and if so, are void\", that it does not guarantee the authenticity of tickets from a non-authorized third-party reseller, and recommends buying directly through AXS, its Client or authorized partners.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":12},"verified_from":{"page":11,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 12 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Values come from the AXS Purchase Agreement – North America version last updated June 6th, 2024 (about-purchase-agreement_US_v8.html). The current Purchase Agreement page and support.axs.com blocked automated access, so a newer version may exist. No AXS page on phishing or a resale buyer guarantee was found.","warnings":[]},"unauthorized_charge":{"company":{"id":"axs","name":"AXS","sector":"ticketing","website":"https://www.axs.com","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Report an AXS charge you did not make to the card issuer at once, and tell the AXS helpline.","evidence":["card statement","any AXS order emails"],"steps":[{"do":"Report the charge to the card issuer at once (rules tila-unauthorized-card-liability and fcba-billing-error)."},{"do":"Call the AXS helpline about the charge.","channel":{"id":"helpline-phone","type":"phone","label":"AXS helpline (charges made in error, purchase questions)","value":"+1-888-929-7849","purposes":["billing_error","unauthorized_charge","refund_request","event_cancelled"],"notes":"The Purchase Agreement says \"If you feel that a charge has been made to your Payment Method in error, call our helpline or email our customer service department\" and lists 1-888-929-7849 (also written 888.929.7849). It gives no hours. The email address is hidden behind an obfuscated link on the page and is not recorded here.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}},{"do":"If someone used your identity, report it to the FTC.","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}}],"channels":[{"id":"helpline-phone","type":"phone","label":"AXS helpline (charges made in error, purchase questions)","value":"+1-888-929-7849","purposes":["billing_error","unauthorized_charge","refund_request","event_cancelled"],"notes":"The Purchase Agreement says \"If you feel that a charge has been made to your Payment Method in error, call our helpline or email our customer service department\" and lists 1-888-929-7849 (also written 888.929.7849). It gives no hours. The email address is hidden behind an obfuscated link on the page and is not recorded here.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"},{"id":"support-request-form","type":"web_form","label":"AXS Support request form (support.axs.com)","value":"https://support.axs.com/hc/en-us/requests/new","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Linked as \"Feedback\" in the footer of the AXS Purchase Agreement. support.axs.com refused automated access (HTTP 403) on 2026-10-13, so the form fields and any sign-in or bot check were not seen.","source":"https://www.axs.com/about-purchase-agreement_US_v5.html","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"The Purchase Agreement refers to the AXS Terms of Use, \"which include a mandatory arbitration provision\" and a class action waiver provision.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"helpline-phone","type":"phone","label":"AXS helpline (charges made in error, purchase questions)","value":"+1-888-929-7849","purposes":["billing_error","unauthorized_charge","refund_request","event_cancelled"],"notes":"The Purchase Agreement says \"If you feel that a charge has been made to your Payment Method in error, call our helpline or email our customer service department\" and lists 1-888-929-7849 (also written 888.929.7849). It gives no hours. The email address is hidden behind an obfuscated link on the page and is not recorded here.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"support-request-form","type":"web_form","label":"AXS Support request form (support.axs.com)","value":"https://support.axs.com/hc/en-us/requests/new","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Linked as \"Feedback\" in the footer of the AXS Purchase Agreement. support.axs.com refused automated access (HTTP 403) on 2026-10-13, so the form fields and any sign-in or bot check were not seen.","source":"https://www.axs.com/about-purchase-agreement_US_v5.html","last_verified":"2026-10-13"}},{"index":2,"rung":"payment_dispute","note":"Card dispute for a cancelled event that was not refunded (rule fcba-billing-error).","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["support.axs.com and the current Purchase Agreement page (axs.com/legal/purchase_agreement.html) refused automated access (HTTP 403) on 2026-10-13; a person may need to open them in a browser.","Refunds depend on the Client (venue or promoter); AXS follows the Client's instructions."],"security":{"official_domains":["axs.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"AXS says \"Tickets obtained from unauthorized sources may be invalid, lost, stolen or counterfeit and if so, are void\", that it does not guarantee the authenticity of tickets from a non-authorized third-party reseller, and recommends buying directly through AXS, its Client or authorized partners.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":12},"verified_from":{"page":11,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 12 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Values come from the AXS Purchase Agreement – North America version last updated June 6th, 2024 (about-purchase-agreement_US_v8.html). The current Purchase Agreement page and support.axs.com blocked automated access, so a newer version may exist. No AXS page on phishing or a resale buyer guarantee was found.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"helpline-phone","type":"phone","label":"AXS helpline (charges made in error, purchase questions)","value":"+1-888-929-7849","purposes":["billing_error","unauthorized_charge","refund_request","event_cancelled"],"notes":"The Purchase Agreement says \"If you feel that a charge has been made to your Payment Method in error, call our helpline or email our customer service department\" and lists 1-888-929-7849 (also written 888.929.7849). It gives no hours. The email address is hidden behind an obfuscated link on the page and is not recorded here.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"support-request-form","type":"web_form","label":"AXS Support request form (support.axs.com)","value":"https://support.axs.com/hc/en-us/requests/new","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Linked as \"Feedback\" in the footer of the AXS Purchase Agreement. support.axs.com refused automated access (HTTP 403) on 2026-10-13, so the form fields and any sign-in or bot check were not seen.","source":"https://www.axs.com/about-purchase-agreement_US_v5.html","last_verified":"2026-10-13"}},{"index":2,"rung":"payment_dispute","note":"Card dispute for a cancelled event that was not refunded (rule fcba-billing-error).","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["axs.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"AXS says \"Tickets obtained from unauthorized sources may be invalid, lost, stolen or counterfeit and if so, are void\", that it does not guarantee the authenticity of tickets from a non-authorized third-party reseller, and recommends buying directly through AXS, its Client or authorized partners.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":12},"verified_from":{"page":11,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 12 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"dossier":null,"guide":{"key":"ticketing","title":"Event tickets and resale — how complaints work","last_verified":"2026-10-13","file":"guides/ticketing.md","page":"https://escalate.alexgaoth.com/#/guides/ticketing"}}