Questions about a pass, a purchase, or your account -- we're here to help.
support@velvtvip.com
We typically respond within 1-2 business days.
Checkout runs on Stripe’s secure payment page. VelvtVIP never sees or stores your full card number.
Self-serve refunds are available from My Passes in the app within 24 hours of purchase, as long as the pass hasn’t been scanned at the door yet. After that window, or if it’s already been scanned, email us and we’ll review it with the venue directly. Approved refunds go back to your original payment method through Stripe.
Open your pass from the link in your confirmation email and tap Receipt. It shows what you paid and can be printed or saved as a PDF with your browser’s print option.
Open your pass -- in the app or from the link in your confirmation email -- and show the QR code to venue staff. They’ll scan it to check you in. Admission, including ID and age checks, is up to the venue.
Check the confirmation email from your purchase, or open My Passes in the app if you’re signed in with the same email you used to buy it. Still stuck? Email us and we’ll help you track it down.
Yes, from your pass page. When a pass is for a specific night, tap Calendar to download a calendar event. For table bookings, Share with your group sends your party a link with the venue, night and table -- it never includes your QR code, pass code, payment details or email. Share that group link, not your own pass link: anyone with your pass link can open your pass and its QR code.
Buying passes at a venue builds your membership there. You start at Bronze, reach Silver at 5 visits or $100 in total spend at that venue, and Gold at 20 visits or $500. Tiers are tracked separately at each venue, and venues may send offers to members of a particular tier.
If a venue offers VIP perks and you’re one of its VIPs, you can request a perk in the app. Venue staff approve it at the door.
Email us from the address you subscribed with and tell us which venue’s subscription to cancel. VIP subscriptions renew monthly until canceled.
Reply STOP to any VelvtVIP text. Your opt-in is tied to your phone number, not to one venue, so one STOP stops texts from VelvtVIP and every venue. Opting out doesn’t affect purchase confirmations or booking reminders sent by email.
Reply START to any VelvtVIP text, or sign up again on the VIP texts sign-up page.
Reply HELP for program help information. Other replies to our texts aren’t monitored, so for anything else, email us. Full program details are in our SMS Terms, and our Privacy Policy explains how we handle your number.
No. On the web you only need your name and email; your pass arrives by email. In the app, you sign in with a one-time code we email you -- there’s no password to remember.
Create a venue owner account, set up your venue, and connect payouts through Stripe. Once your venue is submitted, VelvtVIP reviews it before it goes live.
In the app, go to Profile and tap Delete Account. On the web, or if you don’t have the app, email us from the address on your account and we’ll delete it for you. Deleting your account removes your name, email and phone number from your profile. Purchase records and text-consent records are kept, as explained in our Privacy Policy. Deleting your account does not cancel a VIP subscription, so email us to cancel that first.
Yes. Email us from the address on your account and we’ll send you a copy of the personal information we hold about you.