We're here to help! Find answers to common questions or get in touch with our support team.
Get help via email
support@ultra.lu
Response within 24 hours
For urgent issues
Event organizers only
Business hours: 9 AM - 6 PM CET
Real-time assistance
Available on website
Mon-Fri: 9 AM - 9 PM CET
Ultra.lu is an event discovery and ticketing platform that connects event-goers with exciting nightlife, concerts, parties, and cultural events across Luxembourg and beyond.
Click 'Sign Up' in the top navigation and create an account using your email or social media accounts through our secure Auth0 authentication system.
Yes, browsing events and creating an account is completely free. We only charge service fees when you purchase tickets.
You must be at least 18 years old to create an account and purchase tickets on Ultra.lu, as many of our events are for mature audiences.
We accept all major credit cards, debit cards, Apple Pay, Google Pay, SEPA Direct Debit, and buy-now-pay-later options through our secure Stripe payment system.
Yes, all payments are processed through Stripe with bank-level security, PCI DSS compliance, and advanced fraud protection.
Refund policies are set by individual event organizers. Check the event page for specific refund terms, or contact the organizer directly.
Payment declines can occur due to insufficient funds, incorrect card details, or bank restrictions. Try a different payment method or contact your bank.
Sign up for an organizer account, complete the verification process, and use our event creation tools to list your event with all necessary details.
We charge a small service fee per ticket sold, plus payment processing fees. Detailed pricing is available in your organizer dashboard.
Payments are processed through Stripe and transferred to your connected bank account according to your payout schedule (typically 2-7 business days).
Absolutely! We provide promotional tools and encourage sharing. You can also contact us about featured event placement opportunities.
Try resetting your password using the 'Forgot Password' link. If you used social login, ensure you're using the same provider. Contact support if issues persist.
Clear your browser cache and cookies, try a different browser, or check your internet connection. Contact support if problems continue.
Check your email for the confirmation receipt, or log into your account and view 'My Tickets'. Contact support with your order number if needed.
Log into your account and go to 'Account Settings' to update your profile information, password, and notification preferences.
Can't find what you're looking for? Our support team is ready to assist you.
General inquiries
Privacy questions
Event partnerships
Press inquiries
If you're experiencing a safety issue at an event or have urgent concerns:
🚨 Emergency services: Call 112 (Luxembourg)
📞 Event safety hotline: Contact event organizer directly
📧 Report safety issues: support@ultra.lu