Frequently Asked Questions
HOW DO I JOIN KEITH URBAN’S ONLINE COMMUNITY?
Join the online community by visiting keithurban.net/theville. Free members gain full access to all online community benefits immediately upon completion of the registration process.
HOW MUCH DOES IT COST TO JOIN THE ‘VILLE?
There are two membership levels to choose from, below are their perks and prices. To join, click here.
The ‘Ville: Free Forum
Gain access to the Forum (message boards), and commenting access on photos, videos and more!
The ‘Ville: Phoenix Club ($34.99)
1 Year online access to The ‘Ville including:
- First access to pre-sale tickets for applicable shows
- Advance access to pre-sale tickets for select non-Keith Tour events (fairs, festivals, etc.)
- Access to Meet & Greet contest sign-ups
- Access to forums and exclusive website sections
- Access to members-only contests
- Access to Official 'Ville Facebook Group
- 25% off store purchase on your birthday
- 25% off merchandise item code on sign-up
HOW SOON AFTER JOINING THE ‘VILLE WILL I HAVE ACCESS TO MEMBER BENEFITS?
Once you’ve joined The ‘Ville, you will have immediate access to ALL Online Community benefits. Log in to the site and any exclusive content will automatically display on the pages of KeithUrban.net. If you are a paid member of The ‘Ville: Phoenix Club, your pre-sale code will be on display at the top of the Tour Page. Your 25% off code for signing up will be available on your profile page. You will receive your 25% off birthday code via email on your birthday.
HOW CAN I FIND OUT WHAT MEMBERSHIP LEVEL I AM?
Follow this link for instructions on checking your membership status.
HOW CAN I UPGRADE MY MEMBERSHIP LEVEL?
To upgrade your "Free " membership to the Phoenix Club please follow these steps:
- Log in and go to your profile page by clicking your username
- Click Manage Membership
- In the white box that appears, click Manage Membership again and add the Phoenix Club membership to your cart
- Follow the checkout process and your membership will be upgraded to the Phoenix Club!
HOW DO I TURN AUTO RENEWAL OFF ON MY ACCOUNT?
Phoenix Club Members, your membership is automatically set to renew annually. To turn auto renew off on your account please follow these steps:
- Login using the email and password associated with your membership account
- Click your username in the upper left hand corner of the screen
- Click “Manage Membership”
- Click the Green Check mark by “Auto-Renwal”
- Click “Ok’ to agree to turn auto-renew off of your account
How Does Auto Renewal Work?
If your ‘Ville: Phoenix Club membership is set to auto renew, you will be charged upon your expiration date for the cost of your next year’s membership. Keep an eye on your email as you will receive an email with instructions as to how to redeem the merchandise package that comes with your Phoenix Club membership. Be sure you are logged in to your ‘Ville Phoenix Club account and click the link provided in the email. You will be prompted to update your shipping and sizing information. A credit card will be required to pay for applicable shipping, handling and taxes.
HOW DOES PRE-SALE TICKETING WORK?
Keith’s pre-sales are reserved for Phoenix Club Members of the ‘Ville. Pre-sale tickets are not guaranteed with your membership, but access to the pre-sale is. We always do everything we can to make sure the best tickets are available to the Phoenix Club Members of the ‘Ville before they go on sale to the general public.
To purchase pre-sale tickets - login to Keith’s site as a Phoenix Club member of The ‘Ville to retrieve your personal Pre-Sale Passcode on the TOUR page! Or you can find your code in your user settings. Click on your username at the top left corner and click “User Settings.” A white box will pop up and then scroll down to “Your Promo Codes,” that’s where you’ll see your code. This code is unique to you and can be used to gain access to exclusive pre-sales opportunities for members of The ‘Ville on Ticketmaster.com and AXS. Your passcode will allow you the opportunity to purchase up to 20 presale tickets to the Tour. There is a maximum purchase of four (4) tickets per member for each show, unless otherwise specified. There is no limit to the number of times you can use your code, but you may not purchase more than 20 tickets during the pre-sales for this tour.
Check out the TOUR page regularly to find out when pre-sales begin for each show. Login to get your code, and then click the “Buy Tickets” link on the TOUR page at the designated time to buy your tickets for the Tour. PLEASE NOTE: Some pre-sales do not require the pre-sale code, but do require a password. Please make sure to RSVP to the show you are getting tickets for on the TOUR page to ensure you get the email before the pre-sale. In that email you’ll be told if the tickets are available with the unique code or the password. The password will also be on display at the top of the tour page when applicable.
WHO ADMINISTERS TICKET SALES?
Many venues have exclusive arrangements with ticket vendors such as Ticketmaster to facilitate the ticketing for all the building’s events (including sports events, music shows, etc.). This is not something that the Artist controls. If you RSVP for a show when it is posted on KeithUrban.net you will receive an email prior to pre-sale with information about who is administering tickets for that particular show.
WHERE CAN I CALL FOR TICKETMASTER TICKET BUYING AND CUSTOMER SERVICE ISSUES?
Ticketmaster is pleased to announce new nationwide toll-free numbers to help ensure the fans get easier access to purchase tickets and to great customer service. The new toll-free numbers are:
National Toll Free SALES number: 1-800-745-3000
Consumers can use this number to purchase tickets to any events in the continental United States, no matter what their location is. The system recognizes where in the United States the caller is calling from so all local prompting or messaging will still work.
National Ticketmaster Express number: 1-866-448-7849
Ticketmaster Express, Ticketmaster’s national IVR automated phone line, is a quick and easy self-service method of buying tickets. This line is available 22 hours each day, 7 days a week! This self-service information and ticket purchasing line is available for the majority of events handled by Ticketmaster. Please note that you will not be able to speak with a Ticketmaster representative using Ticketmaster Express.
National Customer Service number: 1-800-653-8000
This is an easy access number that directly points customers to customer service for support on previously place orders.
I HAVE A MEMBERSHIP BUT JUST ORDERED A ‘VILLE/TICKETMASTER BUNDLE. CAN YOU CANCEL MY ORIGINAL MEMBERSHIP?
We are sorry but we will not cancel and refund an existing membership when a bundle is purchased afterward. Please use the bundle that you bought from Ticketmaster to extend your membership or give as a gift to a friend or family member.
WHAT ARE THE TERMS AND CONDITIONS OF PRE-SALE TICKETING FOR MEMBERS OF THE ‘VILLE?
TERMS AND CONDITIONS FOR ‘VILLE SALES THROUGH KEITHURBAN.NET MEMBERSHIP
Login to The ‘Ville at KeithUrban.net to retrieve your personal Pre-Sale Passcode on the Tour Page. This code is unique to you and can be used to gain access to exclusive pre-sales opportunities available to members of The ‘Ville. Your passcode will allow you the opportunity to purchase up to 20 presale tickets to participating shows for the length of Keith’s tour. There is a maximum purchase of four (4) tickets per member for each show, unless otherwise specified. There is no limit to the number of times you can use your code, but you may not purchase more than 20 tickets during the pre-sales for any one tour.
Ticket availability is subject to change. Pre-sale ticketing through Ticketmaster allows the opportunity to purchase tickets before the general public. Not every city may be involved in the pre-sales. The ‘Ville does not control the number of tickets or the specific location of seats that are made available for purchase. Location of seats is not guaranteed and can vary by venue. There are a limited number of seats designated for members of The ‘Ville at each participating show and they do sell out. When purchasing tickets through Ticketmaster, you will know where your seats are located before you make the purchase.
We work directly with Ticketmaster and other ticketing partners to prohibit the resale of any tickets for more than the original purchase price. If in good faith we believe you are profiting by reselling, trading, or brokering tickets purchased to Keith’s show, we may at our sole discretion report the incident to Ticketmaster and other ticketing partners and cancel your membership to The ‘Ville without refund. We reserve the right to cancel your membership without notification. We reserve the right to investigate all orders suspected to be in violation of this policy. KeithUrban.net Administrators will be the final authority on interpretation of the rules in this policy. We also do not permit resale of tickets purchased on broker sites. We cannot guarantee that they are legitimate tickets and want to do our best to protect fans from brokers.
WHAT IS A BACKSTAGE EXPERIENCE?
The Backstage Experience (often referred to as the BSE) is an event held at most Keith Urban shows exclusively for invited guests, including the Meet & Greet winners from the Phoenix Club Tier of The ‘Ville! This is an opportunity to go backstage for a group photo with Keith and participate in a Q&A with Keith! Personal cameras and items for autograph will NOT be allowed backstage.
HOW DO I REQUEST A MEET & GREET / BACKSTAGE EXPERIENCE?
Members must register for the meet and greet contest at the designated time posted on the Tour page. Meet & Greet/Backstage Experience opportunities are posted next to the tour date after the show goes on sale to the general public. There are also a very small amount of BSE packages available for purchase during pre-sale to Phoenix Club members of the ‘Ville. Visit the Tour Page often for updated information.
WHO IS ELIGIBLE TO ATTEND & HOW ARE THEY SELECTED?
If the tour has sponsors, they are permitted to use their allotment however they chose, same with any radio stations with BSE passes. Members of The ‘Ville are chosen at random to attend each Meet and Greet + Backstage Experience. To be eligible for the random drawing, Members must register during time period designated for each show on the Tour page of keithurban.net AND be a current Phoenix Club member of The ‘Ville at the time of the show.
Due to limited space, guests are not allowed to accompany members of The ‘Ville: Phoenix Club to the Meet and Greet + BSE. Winners attending the show with young children should arrange for alternate childcare. (Please note: Children under the age of 13 selected to attend an Experience may bring one adult escort.) All adults should be prepared to show a valid photo ID in order to gain entrance to the Experience.
HOW DO I KNOW IF I WAS SELECTED TO ATTEND?
Registration dates for each Experience will be listed on the Tour page of keithurban.net. Please refer to that page often for all of the latest information. All winning applicants will be sent a notification e-mail confirming they have been selected for the Experience.
HOW MANY BACKSTAGE EXPERIENCES CAN A MEMBER ATTEND?
Each member of The ‘Ville: Phoenix Club is eligible to win one (1) Meet & Greet + Backstage Experience pass per membership year at a participating Keith Urban concert appearance. You may register for as many shows as you wish until you are selected. However, once your name has been drawn you will not be eligible to win another Experience until your next membership year begins. There is no guarantee that you will be selected for a Backstage Experience during your membership year. The only way someone can have more than one BSE/M&G a year, is if they win through a sponsor, radio station, or purchase a VIP package that includes the Backstage Experience.
IF I’M SELECTED FOR A BACKSTAGE EXPERIENCE, HOW DO I GET MY PHOTO OF KEITH?
Meet & Greet photos can be found here: meetandgreet.keithurban.net
Photos are generally posted with 48 hours of the show.
IS THE BACKSTAGE EXPERIENCE HANDICAPPED ACCESSIBLE?
Every effort is made to ensure that each Backstage Experience will be able to accommodate members with limited mobility or who are in wheelchairs. If you are selected to attend an Experience and will need special assistance, please e-mail Moderator@KeithUrban.net at least two weeks prior to the show date.
MAY I BRING SOMEONE WITH ME TO A MEET AND GREET?
No, each Meet and Greet pass is only good for one person. If you would like a friend/parent/spouse to attend the Meet and Greet with you, he or she will have to have his/her own membership to The ‘Ville and will have to also be randomly selected to win.
CAN I PURCHASE MULTIPLE MEMBERSHIPS TO GET MORE MEET AND GREET CHANCES?
No, we must uphold the policy of one Meet and Greet per person, per the one-year period of your membership. If someone is caught buying multiple memberships to increase their chances, they will be removed from the fan club indefinitely.
WHY AM I NOT RECEIVING EMAILS FROM THE ‘VILLE?
We get a lot of emails bounced back when we send out newsletters and ticketing info. Please make sure your email address is typed correctly on every form you fill out. Also, please be sure to check your Junk or Spam Mail folder daily if you have one. And some Internet Service Providers have very strong filters, making it difficult for some to receive legitimate email. So please check with your Internet Service Provider that you can receive emails from email@example.com and add this email address to your address book. You also may have unsubscribed from the emails. To see if you are subscribed to the emails, login to the Ville, go to Manage Account > User Settings > Notification Settings, and make then make sure the envelope next to "General" is blue. If it is not, click on it to turn it on.
CAN I SIGN IN WITH MY USERNAME?
Yes, to sign in to your account you can use your username or your email address.
WHAT IS MY LOGIN PASSWORD?
If you do not remember your password or cannot find your reset email, please click Log In and then click the “Forgot Password” link. For security reasons, password reset links only last 30 minutes once they are sent so make sure you’re ready to click the link shortly after sending it to yourself. If you have tried this and are still having issues, please reach out to firstname.lastname@example.org.
HOW DO I CHANGE MY PASSWORD?
In order to update your personal information (e-mail, password, address, etc.), click on your username (top left corner). From your profile page, click “User Settings” button.
HOW DO I CHANGE MY PROFILE PICTURE?
To change your avatar or profile picture, first login to your The ‘Ville account. Then click on your username in the top left corner and click “Edit Profile” on your user page. Clicking “Edit Profile” will open a white edit box that allows you to update your photo, username and bio. To change your photo, simply click the red X to remove your current photo, and then upload a new one.
HOW DO I UPDATE MY SIZE AND SHIPPING FOR MY VIP PACKAGE?
In order for your package to be sent, you must “claim” it via the directions that will be sent to you via email shortly after your renewal. These instructions include confirming (or updating) your shirt size and shipping address, as well as paying for shipping, handling and taxes. If you have issues doing so or cannot find the email, please email email@example.com with the subject line “CLAIMING MERCHANDISE” and I will be able to help you.
HOW DO I ACCESS THE EXCLUSIVE CONTENT ONCE I’VE JOINED THE ‘VILLE?
Once you’ve joined The ‘Ville, you will be able to log in to the website from the upper right-hand corner of any page on KeithUrban.net. After you have logged in and begin to browse the site you will automatically be able to see exclusive material.
I AM TRYING TO SIGN UP MY SON/DAUGHTER/SPOUSE, BUT HE/SHE DOESN’T HAVE HIS/HER OWN EMAIL ADDRESS?
The system will not allow more than one member to share the same email address, but you may obtain one free, either through your own ISP or a service like gmail.com. If you have other problems signing up a friend or family member, such as difficulty with a credit card, etc., please contact firstname.lastname@example.org.
WHO DO I CONTACT REGARDING TECHNICAL ISSUES WITH THE WEBSITE?
If you are having technical problems or questions, please email your concerns to email@example.com.
HOW DO I PLACE AN ORDER ON KEITH'S WEBSTORE?
To order, simply go to the store website: KeithUrban.net/shop and start shopping today! Once you find your desired item, click on “Buy” to add it to your shopping cart. When you’re finished shopping, select the “Checkout” link.
WHAT PAYMENT METHODS CAN I USE IN THE KEITH URBAN STORE?
The Keith Urban Store accepts the following methods of payment for purchases:
Credit cards accepted:
- Credit cards issued by U.S., Canadian and Japanese banks
We do not accept
- Layaway Plan
- Personal checks
- Money orders
- Phone orders
- Credit cards issued by banks outside the U.S., Canada or Japan
HOW MUCH IS SHIPPING & HANDLING?
Please note that Shipping & Handling on orders is determined by the weight, number, type of items ordered and their destination. Customers are able to see the Shipping & Handling totaled at the checkout screen before any credit card information is entered.
Returns or Exchanges will be accepted up to 60 days after purchase. Only items that are in the exact same condition in which they were sent will be accepted – no clothing with signs of wear or wash will be accepted. Unless faulty, CDs/DVDs cannot be returned if opened. Unless it was our error, return shipping is the responsibility of the customer.
All returns and exchanges must include the following information:
- The order number or a copy of the original packing slip that was included with the order
- Full name, ship to address and contact information
- An explanation for the return or information regarding the exchange
For returns – only the cost of the item will be refunded. Unless it was our error, no S&H will be refunded.
For exchanges – only items that are in stock are eligible for exchanges. You will be contacted if an item you requested is unavailable.
For packages – if an item was purchased as part of a package and you wish to return only part of it, please email before returning the item (firstname.lastname@example.org). Only some packages will qualify for split returns.
International customers – All duties and taxes imposed by your country are your responsibility. The S&H paid only covers the cost of physically shipping the item to you.
HOW LONG SHOULD IT TAKE TO GET MY ‘VILLE PACKAGE?
Domestic shipping on all orders can take up to 4-6 weeks.
WHY ISN’T MY INTERNATIONAL CREDIT CARD BEING ACCEPTED?
Please note the following regarding international credit card processing: Non-U.S. banks/issuers of credit cards do not support electronic address verification systems (AVS), which are used to help prevent credit card fraud. Authorizations are normally processed manually with a phone call placed by the merchant. The Keith Urban Support Team does not make phone calls to obtain authorizations. Additionally, the Keith Urban Support Team does not accept credit card information directly for processing. Please do not e-mail your credit card information to the Support Team. If you receive repeated error messages regarding verification of your address, please make certain that the address you are entering into the registration form for “Billing Address” is exactly the same as the address where the credit card statements are received.
If you are sure that the address you are using is correct, and you are still receiving an error message, please contact email@example.com for further assistance.
I’VE RECEIVED AN ADDRESS VERIFICATION ERROR, WHAT DO I DO?
If you have received an error message when attempting to complete the registration process which states “We could not verify your Address/Zip Code. Please re-check your information and try again” AND you have tried entering your Billing Address exactly as it appears on your credit card statement, please try one of the following workarounds:
— If your Billing Address uses a PO Box, please try entering your address as follows: P . O . Box 123
Please note and include the spaces between the letters and punctuation marks.
— If your Billing Address contains an Apartment/Suite Number, please try combining the Street Number and Apartment/Suite Number. For example: “12 Apple Street Apt 3C” should be entered as “123 C Apple Street” If you are still having difficulties, please contact the Support Team by email at Moderator@KeithUrban.net
WHY IS MY APARTMENT/SUITE NUMBER MISSING FROM MY E-MAIL CONFIRMATION?
For security purposes, a user’s entire Shipping Address will not be displayed on their e-mail confirmation. If you have entered your complete address during the registration process, rest assured that your entire address has been entered in to our system. We apologize for any confusion.
WHO CAN I CONTACT IF I HAVE A STORE RELATED ISSUE?
Please email firstname.lastname@example.org with any questions or problems specifically related to store purchases.
WHAT ARE THE RULES OF THE ‘VILLE?
You can find a complete list of rules and standards that the fan club upholds here: https://www.keithurban.net/rules
HOW DO I SEND FAN MAIL TO KEITH?
Please mail all letters addressed to Keith to our mail box located at: PO Box 40725 Nashville, TN 37204-9998 Mail that requires forwarding will be compiled and sent to Keith’s management.
HOW CAN I GET A SONG I WROTE TO KEITH?
For copyright reasons we cannot accept unsolicited music. Please contact Keith's publisher, Universal Music Publishing Group, for music submissions.
WHAT IF A TOUR DATE ISN’T LISTED?
If you know Keith is coming to a city, but the date isn’t on the tour page, it’s likely that the date isn’t officially confirmed yet. This is usually true for dates further away in the schedule. We recommend keeping an eye on the tour page, or calling your local venue (where the show is scheduled to occur) for updates.
WHEN IS KEITH COMING TO MY AREA?
Keith is constantly adding new dates and locations to his tour. The TOUR page has the most up-to-date listing of all Keith’s dates, so if your city isn’t listed, keep checking back.
WHEN DOES MY SHOW GO ON SALE? WHEN IS THE PRE-SALE?
The on-sale, pre-sale info will be posted in the tour section as it is made public. Please RSVP to any shows you want to receive sale information on. Once the sale dates are made public, we will email those who have RSVP’d. There is an RSVP button next to each show on the home page. Also keep an eye out for updates in the "NEWS" section of the website.
I HAVE A QUESTION THAT IS NOT ANSWERED HERE, WHAT SHOULD I DO?
Please note that with rare exception, we may not respond to basic questions sent via email if the answer can be found here in the FAQ section. If your question is not answered in the FAQs, and it is I.T. or “tech” related, you may send an e-mail to email@example.com . If your question is Fan Club related, please send an email to Moderator@keithurban.net . For matters relating to merchandise reach out to firstname.lastname@example.org.
If you have a question that needs immediate assistance and it’s a weekend or holiday, head over to the Topics area where many experienced community members are willing and able to answer any questions you may have.