Questions & Answers
Order questions
2G - Option model
2G - Option model
Check-in via the Luca app
Please install the Luca app on your smartphone. At the entrance there are QR codes with which you can check in. Check-in will be controlled at the entrance.
Coronavirus- proof of vaccination or proof of recovery.
Please have proof ready in the form of a scannable QR code.
The easiest way to do this digitally is in the Corona Warning app from the German government or the CovPass app from the RKI.
Identification document
Please have a valid identification document ready upon entry.
Mask requirement
Masks are compulsory in the edel-optics.de arena during the entire event - also at the seat
(OP mask or FFP2 mask). Please note that the mask obligation also applies to arrival and departure.
Is it possible to buy gift vouchers?
No, it is not possible to purchase gift vouchers this season.
How will I be informed in the event of a last-minute cancellation of an event for which I have purchased tickets?
In the event of a last-minute cancellation of an event by the organizer, our ticketing partner white label eCommerce GmbH will contact you by e-mail (please also check the spam folder of your e-mail inbox) and inform you about what will happen next. Please also pay attention to the organizers website and communication about the event via their social media networks. In addition, please inform the people with whom you have planned the game day visit in question.
Please install the Luca app on your smartphone. At the entrance there are QR codes with which you can check in. Check-in will be controlled at the entrance.
Coronavirus- proof of vaccination or proof of recovery.
Please have proof ready in the form of a scannable QR code.
The easiest way to do this digitally is in the Corona Warning app from the German government or the CovPass app from the RKI.
Identification document
Please have a valid identification document ready upon entry.
Mask requirement
Masks are compulsory in the edel-optics.de arena during the entire event - also at the seat
(OP mask or FFP2 mask). Please note that the mask obligation also applies to arrival and departure.
Can I order my tickets by phone or e-mail?
No, unfortunately it is not possible to order tickets by phone or by e-mail. Tickets can only be booked via the online booking system from our ticketing partner, white label eCommerce GmbH.
No, unfortunately it is not possible to order tickets by phone or by e-mail. Tickets can only be booked via the online booking system from our ticketing partner, white label eCommerce GmbH.
Was my order successful?
Please check after the order process whether you have received an order confirmation by e-mail. Important:
• It may take up to an hour for our system to send this email
• Please also check your spam folder of your email inbox.
• Note that the sender address may also contain the term of the service provider "White Label".
Please check after the order process whether you have received an order confirmation by e-mail. Important:
• It may take up to an hour for our system to send this email
• Please also check your spam folder of your email inbox.
• Note that the sender address may also contain the term of the service provider "White Label".
Can I still change or cancel my order?
Unfortunately, we are not able to change or cancel your order.
Please note:
Ticket orders are not subject to the Distance Selling Act.
§ Section 312 b (3) no. 6 of the German Civil Code (BGB) stipulates that the law does not apply to contracts for the provision of services in the field of leisure activities, which also includes concerts.
This means that a two-week right of revocation and return is excluded.
However, through your customer account it is possible to update the names of the event visitors until the admission on the day of the purchased ticket.
Unfortunately, we are not able to change or cancel your order.
Please note:
Ticket orders are not subject to the Distance Selling Act.
§ Section 312 b (3) no. 6 of the German Civil Code (BGB) stipulates that the law does not apply to contracts for the provision of services in the field of leisure activities, which also includes concerts.
This means that a two-week right of revocation and return is excluded.
However, through your customer account it is possible to update the names of the event visitors until the admission on the day of the purchased ticket.
What does "Not available" or "Out of stock" mean?
The indication "Currently not available" means that the ticket allotments available to us are currently exhausted.
The indication "Out of Stock" refers to the fact that the event is imminent and the tickets can no longer be delivered due to the short lead time.
The indication "Currently not available" means that the ticket allotments available to us are currently exhausted.
The indication "Out of Stock" refers to the fact that the event is imminent and the tickets can no longer be delivered due to the short lead time.
Can I return my tickets (in case of illness or similar)?
Unfortunately, it is not possible for you to return your tickets.
Please note:
Ticket orders are not subject to the Distance Selling Act.
§ Section 312 b (3) no. 6 of the German Civil Code (BGB) stipulates, that the law does not apply to contracts for the provision of services in the field of leisure activities, which also includes concerts.
This means that a two-week right of revocation and return is excluded.
However, it is possible to change the names of the event visitors via your customer account up to the day of admission.
Unfortunately, it is not possible for you to return your tickets.
Please note:
Ticket orders are not subject to the Distance Selling Act.
§ Section 312 b (3) no. 6 of the German Civil Code (BGB) stipulates, that the law does not apply to contracts for the provision of services in the field of leisure activities, which also includes concerts.
This means that a two-week right of revocation and return is excluded.
However, it is possible to change the names of the event visitors via your customer account up to the day of admission.
Can I choose my seats directly in the seating plan?
Booking in the seating plan is possible for many events via the "seating plan" button. Selected seats are displayed in green, while seats that have already been sold are displayed in gray. You can also view the price categories offered in the seating plan.
When booking multiple tickets, contiguous seats are automatically offered, if available. If you want separate seats, you have to place several orders.
Please note that "JavaScript" must be activated in your internet browser in order to use the seating plan booking.
Booking in the seating plan is possible for many events via the "seating plan" button. Selected seats are displayed in green, while seats that have already been sold are displayed in gray. You can also view the price categories offered in the seating plan.
When booking multiple tickets, contiguous seats are automatically offered, if available. If you want separate seats, you have to place several orders.
Please note that "JavaScript" must be activated in your internet browser in order to use the seating plan booking.
How many price categories are there?
There are 5 seat categories offered.
Please check the seating chart to see which price category you would like to select.
There are 5 seat categories offered.
Please check the seating chart to see which price category you would like to select.
Is there a maximum order quantity?
One-way tickets: Currently, a maximum of four tickets can be purchased per order.
One-way tickets: Currently, a maximum of four tickets can be purchased per order.
Are there one-way tickets for wheelchair users?
For the time being, we cannot offer wheelchair seats due to hygiene guidelines.
For the time being, we cannot offer wheelchair seats due to hygiene guidelines.
If you need a ticket for a Hamburg Towers home game, please contact us directly by e-mail (with the following information) up to ten days before the actual game day: Name, desired home game, home address and phone number) to ticketing@hamburgtowers.de.
What discounts are available?
Reduced one-way tickets can be purchased for price categories 3-5. Trainees, schoolchildren, students and severely disabled persons are entitled to a discount.
Please also take into account that proof (e.g. student ID or severely disabled ID) may be required.
Reduced one-way tickets can be purchased for price categories 3-5. Trainees, schoolchildren, students and severely disabled persons are entitled to a discount.
Please also take into account that proof (e.g. student ID or severely disabled ID) may be required.
As a severely disabled person, can I take an accompanying person with me?
For the accompanying person of a severely disabled person, a reduced ticket must also be purchased in the same order process.
For the accompanying person of a severely disabled person, a reduced ticket must also be purchased in the same order process.
How can I purchase VIP tickets?
For VIP ticketing please contact the contact person of our marketing "More than Sports", Leo Eckmann with an email to eckmann@morethansports.eu.
For VIP ticketing please contact the contact person of our marketing "More than Sports", Leo Eckmann with an email to eckmann@morethansports.eu.
Payment questions
How can I pay for my tickets?
The payment options vary from event to event. Normally, we offer the following payment options:
• Credit card
• instant bank transfer
Occasionally, you may only be able to pay by credit card for an event (for example, if the event is coming up soon). Payment methods where you have to provide your data are carried out with certified providers, so that these methods are completely secure.
For all payment options, your order will only be processed after payment has been received.
We therefore ask for your understanding that it can take between 5 and 10 days until you receive the tickets when using the payment method "bank transfer".
Due to this years short-term publication of some events, the payment method "payment in advance/bank transfer" is not always possible.
Credit card (Visa/Mastercard):
By credit card you pay your order immediatly and we can process it immediately. Print@home tickets are sent immediately when you pay by credit card.
The payment options vary from event to event. Normally, we offer the following payment options:
• Credit card
• instant bank transfer
Occasionally, you may only be able to pay by credit card for an event (for example, if the event is coming up soon). Payment methods where you have to provide your data are carried out with certified providers, so that these methods are completely secure.
For all payment options, your order will only be processed after payment has been received.
We therefore ask for your understanding that it can take between 5 and 10 days until you receive the tickets when using the payment method "bank transfer".
Due to this years short-term publication of some events, the payment method "payment in advance/bank transfer" is not always possible.
Credit card (Visa/Mastercard):
By credit card you pay your order immediatly and we can process it immediately. Print@home tickets are sent immediately when you pay by credit card.
How does the payment via “SOFORT Überweisung”(bank transfer) work?
The payment via the service "SOFORT Überweisung" combines a fast payment with the security of online banking. For this you use your familiar online banking data. Thanks to the immediate transaction confirmation, your order can be processed immediately - faster than usual with prepayment. Please note that the available payment methods may vary from event to event!
The payment via the service "SOFORT Überweisung" combines a fast payment with the security of online banking. For this you use your familiar online banking data. Thanks to the immediate transaction confirmation, your order can be processed immediately - faster than usual with prepayment. Please note that the available payment methods may vary from event to event!
Is payment by installments possible?
Unfortunately, payment by installments is not possible. We only offer the following payment options: Credit card & instant bank transfer.
Unfortunately, payment by installments is not possible. We only offer the following payment options: Credit card & instant bank transfer.
Will I receive an invoice for the ordered tickets?
Since all relevant costs are listed on the ticket, this is considered your invoice.
Since all relevant costs are listed on the ticket, this is considered your invoice.
Shipping questions
In case I have not received the tickets I ordered or I have received the wrong number of tickets. How do I proceed?
Please send an e-mail to hhtowers@online-ticket.de in good time so that we can take care of your problem - unfortunately, complaints cannot be processed shortly before the event or on the day of the event.
Please send an e-mail to hhtowers@online-ticket.de in good time so that we can take care of your problem - unfortunately, complaints cannot be processed shortly before the event or on the day of the event.
How long does it take to send the tickets?
You will receive your Print@Home tickets with the e-mail confirming your payment. Your paid tickets are also listed in your customer account.
The organizer does not send tickets by post.
You will receive your Print@Home tickets with the e-mail confirming your payment. Your paid tickets are also listed in your customer account.
The organizer does not send tickets by post.
In which form will I receive my ticket?
One-way tickets are offered as a so-called Print@Home ticket, which you can print out yourself. The Print@Home file is attached to the e-mail with the payment confirmation. When printing, a simple black and white print is sufficient. Your paid tickets are also listed in your customer account.
As an alternative to printing the ticket, you can also have the QR code of the mobile ticket on your cell phone ready for admission and show it.
One-way tickets are offered as a so-called Print@Home ticket, which you can print out yourself. The Print@Home file is attached to the e-mail with the payment confirmation. When printing, a simple black and white print is sufficient. Your paid tickets are also listed in your customer account.
As an alternative to printing the ticket, you can also have the QR code of the mobile ticket on your cell phone ready for admission and show it.
In which format do I have to print out my Print@Home ticket?
A DIN A4 printout is sufficient, even in black and white. It is important that the print is clearly legible. If you fold the Print@Home ticket, please make sure not to fold on the barcode.
As an alternative to printing the ticket, you can also have the QR code of the mobile ticket on your cell phone ready for admission and show it.
A DIN A4 printout is sufficient, even in black and white. It is important that the print is clearly legible. If you fold the Print@Home ticket, please make sure not to fold on the barcode.
As an alternative to printing the ticket, you can also have the QR code of the mobile ticket on your cell phone ready for admission and show it.
Ticket questions
Can I block my purchased Ticket?
It is possible to block a ticket in individual cases. To prevent the ticket from being used by strangers, please contact hhtowers@online-ticket.de immediately by e-mail.
It is possible to block a ticket in individual cases. To prevent the ticket from being used by strangers, please contact hhtowers@online-ticket.de immediately by e-mail.
Can tickets be partially returned?
It is not possible to exchange, rebook or cancel tickets. You will be clearly advised of the binding nature of your order during the ordering process.
Please note:
Ticket orders are not subject to the Distance Selling Act.
§ Section 312 b (3) no. 6 of the German Civil Code (BGB) stipulates that the law does not apply to contracts for the provision of services in the field of leisure activities, which also includes concerts.
This means that a two-week right of revocation and return is excluded.
However, through your customer account it is possible to update the names of the event visitors until the admission on the day of the purchased ticket.
It is not possible to exchange, rebook or cancel tickets. You will be clearly advised of the binding nature of your order during the ordering process.
Please note:
Ticket orders are not subject to the Distance Selling Act.
§ Section 312 b (3) no. 6 of the German Civil Code (BGB) stipulates that the law does not apply to contracts for the provision of services in the field of leisure activities, which also includes concerts.
This means that a two-week right of revocation and return is excluded.
However, through your customer account it is possible to update the names of the event visitors until the admission on the day of the purchased ticket.
Am I allowed to resell the purchased tickets?
The tickets may not be sold commercially or for profit. The respective event organizer may establish special regulations in this regard. It is allowed to family / friends / acquaintances as long as it does not exceed the original purchase price.
May I use the purchased tickets for raffles and prize draws?
Purchased tickets may not be used commercially for raffles and sweepstakes.
The tickets may not be sold commercially or for profit. The respective event organizer may establish special regulations in this regard. It is allowed to family / friends / acquaintances as long as it does not exceed the original purchase price.
May I use the purchased tickets for raffles and prize draws?
Purchased tickets may not be used commercially for raffles and sweepstakes.
Does my child need a ticket?
Because wearing a mouth and nose mask is unreasonable for children under the age of 6, children under the age of 6 are not permitted to attend our home games. This may vary depending on health department regulations and official orders.
For children 6 years and older, a ticket (reduced) must be purchased. Wearing a mouth and nose protection is mandatory for children as well, as per the hygiene regulations (link to our hygiene regulations, link follows).
Because wearing a mouth and nose mask is unreasonable for children under the age of 6, children under the age of 6 are not permitted to attend our home games. This may vary depending on health department regulations and official orders.
For children 6 years and older, a ticket (reduced) must be purchased. Wearing a mouth and nose protection is mandatory for children as well, as per the hygiene regulations (link to our hygiene regulations, link follows).
Do accompanying persons need a ticket?
Every person over 6 years old who wants to attend the event needs a valid ticket.
Every person over 6 years old who wants to attend the event needs a valid ticket.
I lost my ticket, can I get a replacement?
It is not possible to send you a replacement if you lose your ticket. Tickets are valuable items and must be treated accordingly.
Through your customer account, however, it is possible to print out the ticket again or, alternatively, to show the QR code of the mobile ticket on your cell phone when you enter on the day of the game.
It is not possible to send you a replacement if you lose your ticket. Tickets are valuable items and must be treated accordingly.
Through your customer account, however, it is possible to print out the ticket again or, alternatively, to show the QR code of the mobile ticket on your cell phone when you enter on the day of the game.
Is my ticket also valid as a bus and train ticket?
Yes, one-way tickets and season tickets are valid for one round trip within the HVV area on each home match day.
Yes, one-way tickets and season tickets are valid for one round trip within the HVV area on each home match day.
Am I allowed to change my ticket, for example by making the price unrecognizable?
The inscription on the ticket may not be made unrecognizable. However, it is possible to stick a removable sticker over the ticket.
Since some of the tickets are printed on thermal paper, please do not laminate them, otherwise the tickets will become illegible.
Also, do not completely tear off the perforated part of the ticket, otherwise the ticket will be invalid. Usually, damaged or lost tickets cannot be replaced.
However, it is possible to update the names of the event visitors via your customer account up to admission on the day of the purchased ticket.
The inscription on the ticket may not be made unrecognizable. However, it is possible to stick a removable sticker over the ticket.
Since some of the tickets are printed on thermal paper, please do not laminate them, otherwise the tickets will become illegible.
Also, do not completely tear off the perforated part of the ticket, otherwise the ticket will be invalid. Usually, damaged or lost tickets cannot be replaced.
However, it is possible to update the names of the event visitors via your customer account up to admission on the day of the purchased ticket.
Questions about the gift certificate
Is it possible to buy gift vouchers?
No, it is not possible to purchase gift vouchers this season.
Where do I enter the voucher code?
A voucher code can only be redeemed after the selected tickets are in the shopping cart.
A voucher code can only be redeemed after the selected tickets are in the shopping cart.
What happens if the tickets are cheaper than my voucher value?
If the order value is lower than the voucher value, the remaining amount remains on the voucher code.
If the order value is lower than the voucher value, the remaining amount remains on the voucher code.
Can I use more than one voucher for one order?
No, only one voucher can be redeemed per order.
No, only one voucher can be redeemed per order.
Can I redeem my gift certificate after I have placed the order?
No, gift certificates and credits can only be redeemed before the order process is completed. Gift certificates and credits cannot be applied retroactively.
No, gift certificates and credits can only be redeemed before the order process is completed. Gift certificates and credits cannot be applied retroactively.
Event questions
Can I take a bag into the arena?
As in various other arenas, bags, handbags and backpacks larger than A4 size will not be allowed in the edel-optics.de Arena in the future. This measure is intended on the one hand to speed up the admission situation for spectators without bags, and on the other hand to additionally increase security in the arena.
For this purpose, visitors to the edel-optics.de arena will henceforth be separated before the entrance control, so that there will be one entrance for visitors without bags and one entrance for visitors with bags. Bags brought along can then be handed in at the entrance for a small fee.
As in various other arenas, bags, handbags and backpacks larger than A4 size will not be allowed in the edel-optics.de Arena in the future. This measure is intended on the one hand to speed up the admission situation for spectators without bags, and on the other hand to additionally increase security in the arena.
For this purpose, visitors to the edel-optics.de arena will henceforth be separated before the entrance control, so that there will be one entrance for visitors without bags and one entrance for visitors with bags. Bags brought along can then be handed in at the entrance for a small fee.
Is there a fee for buying tickets at the box office?
Yes, there will be a service fee of one euro for purchasing tickets at the box office in the future.
Yes, there will be a service fee of one euro for purchasing tickets at the box office in the future.
What happens to my tickets if the event is postponed by the organizer at short notice?
If the event is postponed by the organizer, your tickets will remain valid for the new date set by the organizer.
If the event is postponed by the organizer, your tickets will remain valid for the new date set by the organizer.
What happens to my tickets if the event is cancelled at short notice by the organizer?
In case of a cancellation of the event by the organizer at short notice, we offer the following options.
• Refund of the ticket price
• Waiver of the refund
• Issuance of a voucher of the purchased ticket value
Our ticketing partner white label eCommerce GmbH will contact you with an email in case of event cancellation (please also check the spam folder of your email inbox) and offer the above mentioned options and handle the execution.
In case of a cancellation of the event by the organizer at short notice, we offer the following options.
• Refund of the ticket price
• Waiver of the refund
• Issuance of a voucher of the purchased ticket value
Our ticketing partner white label eCommerce GmbH will contact you with an email in case of event cancellation (please also check the spam folder of your email inbox) and offer the above mentioned options and handle the execution.
How will I be informed in the event of a last-minute cancellation of an event for which I have purchased tickets?
In the event of a last-minute cancellation of an event by the organizer, our ticketing partner white label eCommerce GmbH will contact you by e-mail (please also check the spam folder of your e-mail inbox) and inform you about what will happen next. Please also pay attention to the organizers website and communication about the event via their social media networks. In addition, please inform the people with whom you have planned the game day visit in question.
What happens if I miss my assigned admission slot in terms of time?
If you miss your assigned entry slot, which is noted on the ticket you purchased, you will have to wait until the other entry slots have been processed. You will not be able to attend any other admission time that does not correspond to the information on your ticket.
Please make sure that you are on time for your entry slot in front of the edel-optics.de arena. Please also keep to the minimum distance of 1.5 meters to your fellow human beings.
If you miss your assigned entry slot, which is noted on the ticket you purchased, you will have to wait until the other entry slots have been processed. You will not be able to attend any other admission time that does not correspond to the information on your ticket.
Please make sure that you are on time for your entry slot in front of the edel-optics.de arena. Please also keep to the minimum distance of 1.5 meters to your fellow human beings.
What does the entrance color on my ticket mean?
The respective entrance colors indicate the entrance area designated for you. In order to ensure an orderly entrance to the venue, we ask you to inform yourself in advance where your entrance is located, see graphic:
The respective entrance colors indicate the entrance area designated for you. In order to ensure an orderly entrance to the venue, we ask you to inform yourself in advance where your entrance is located, see graphic:
Your question has not yet been answered?
If you have any further questions, you can contact our customer service this way:
Email: hhtowers@online-ticket.de (the processing time can take up to two working days)
If you have any further questions, you can contact our customer service this way:
Email: hhtowers@online-ticket.de (the processing time can take up to two working days)