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Ticketek to set up customer service pop-ups after Taylor Swift ticket-holders targeted

Featured Image: Paolo V/ CC BY 2.0/ Edited for size

Taylor Swift fans in Australia are panicking after hackers targeted their tickets ahead of the singer’s Eras Tour dates in Melbourne and Sydney. 

There have been reports that some customers have had their Ticketek accounts hacked, and their tickets fraudulently listed on resale platforms and subsequently sold. Guardian Australia reported that hackers used ‘credential stuffing’ – where they guess passwords using data from other hacks shared online.

In a statement given to media, including TheTicketingBusiness, Ticketek said that it was “aware of unauthorised access to individual accounts via information that has been obtained from others sources”.

The ticketing company added: “As good online practice, we recommend that account holders are changing or updating their passwords frequently to safeguard their interests.

“If customers believe that they’ve had stolen or misappropriated property, and the resale of their tickets was fraudulent, customers should immediately file a police report and contact Ticketek customer service so we can commence an investigation.”

The original ticket-holder will need to demonstrate that they purchased the tickets initially, their information was legitimately compromised and the sale was fraudulent. The tickets will then be reverted to the original purchaser.

Additionally, Ticketek said that its customer solutions team has been working hard to assist customers with their Taylor Swift ticketing enquiries. The company’s technology security team also shut down two sites that claimed to be Ticketek’s Marketplace resale platform.

“The Ticketek team is constantly monitoring web and social channels to detect and remove any such sites. Unfortunately, these are indicative of the length unscrupulous fraudsters will go to capitalise on the Taylor phenomenon. We will continue to dedicate significant responses to ensure that real fans are protected,” said the statement.

Ticketek will also open customer service pop-ups at each venue in the lead up to the concerts, to assist fans with any ticketing enquiries or issues.

Swift is set to perform at Melbourne Cricket Ground on Friday, Saturday and Sunday this week, before heading to Sydney’s Accor Stadium for shows on February 23, 24, 25 and 26.