Fan Club FAQ's:
For shipping related questions, please visit our Shipping page.
Where should I go for charity-related questions?
Unfortunately, AdamLambertFans.com is unable to fulfill these kinds of special requests. Please contact Adam’s record label and/or management company for any charity-related questions or requests. We can not provide this contact information.
How do I verify that I purchased VIP tickets?
When you log into your All Access account you'll want to click on "Manage Account" and then click on "Orders." Here you can view all current and past AdamLambertFans.com orders.
Can I sign up my child who is under 13 years of age?
No we cannot allow children under 13 in to the fan community. To remain compliant to COPPA laws we cannot email any child under 13 years of age.
I haven’t received my fan club items in the mail. When will I get them?
We will notify you when your shipment goes out.
Can I use a gift card from Adam's Official Online Store (http://adamlambert.shop.bravadousa.com) to Buy a Membership or VIP?
The Official online store is not directly associated with AdamLambertFans.com. Therefore you cannot use any gift cards purchased there towards a fan club membership package or VIP Experience package.
How do I find out when I first signed up for AdamLambertFans.com?
Click on “Dashboard” link on the top-right corner of any page while you're logged on to the site. Select “Manage Account” and on this page you'll see your subscription information including the expiration date.
How do I renew my membership?
Visit the AdamLambertFans.com Member Store page to renew your membership (or simply click here).
Why am I not receiving email from AdamLambertFans.com?
We get a lot of email bounced back when we send out newsletters, Meet & Greet info and ticketing confirmations. Please make sure your email address is typed correctly on every form you fill out. If you notice that your email address is incorrect, please change it by clicking on “Dashboard” then “Manage Account” in the upper corner of the screen when you are logged in. Also, make sure that within “My Settings” that you are subscribed to receive newsletters.
Please be sure to check your Junk/Spam Mail folder daily if you have one. Certain Internet Service Providers have very strong filters, making it difficult for some to receive legitimate email. Please be sure to add ”mail@groundctrl.com” and “no-reply@groundctrl.com” to your safe list so your ISP will recognize them as pre-approved.
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 Yahoo.com, Hotmail.com or Gmail.com. If you have other problems signing up a friend or family member, such as difficulty with a credit card, etc., please use the contact form on the site to let us know. Please note that we cannot accept memberships from children under 13 years of age due to COPPA compliance laws.
How do I become a Moderator on AdamLambertFans.com?
We appreciate your interest in becoming a moderator of AdamLambertFans.com. As time goes on, we will hand pick moderators who have shown great interest in Adam and the site. We also reserve the right to remove any moderators for conduct detrimental to AdamLambertFans.com.
Where can I call for ground(ctrl) ticket buying and customer service issues?
ground(ctrl) is pleased to provide a nationwide toll-free numbers to help ensure the fans get easier access to purchase tickets and to great customer service. The new toll-free number is: 1-877-GND-CTRL. International users may call 1 (916) 443-9205 Monday-Friday 9:30am-5:30pm PST.
I have a new email address. How can I change my information?
You may change all your information, including your email address, by clicking on “Dashboard” in the upper right corner of any page on AdamLambertFans.com while you are logged into the site then selecting “Manage Account." Once on the “Manage Account” page select “Contact Information” and update the required fields.
Will my personal information be shared or made public to any other entities?
No. Please click on the link at the bottom of the page for our Privacy Policy. Please note that any information posted in “About me”, “Links”, “Blogs” or any other front facing fields will be available to the public. Please review our Privacy Policy available here – http://www.groundctrl.com/privacy-policy
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VIP Experience Package FAQ's:
Can I bring a gift for Adam Lambert to a meet & greet?
We ask that you do not bring gifts for Adam. This is for security reasons.
What are the age limits for the VIP Experience?
Children under 10 years can be escorted to the Meet & Greet area by a parent, but the parent will not receive any items listed in the VIP Experience package. All children over 10 years of age are required to have a VIP Experience package purchased in their name.
What time do I check-in at the VIP Experience?
In most cases, we ask that you arrive at 5:30pm to accommodate unforeseen day-of-show changes. This is subject to change on a per show basis. Remember, the VIP Experience does not include a ticket to the show. We will post this information on the site 24 - 48 hours before the event.
What do I need to check-in at the VIP Experience?
You must bring a valid photo identification with you to pick up your VIP Experience package. The name on the identification must match either the billing name or will-call name provided at purchase. For your protection, we do not allow name changes after purchase.
Can I bring a camera to the VIP Experience?
Sorry, we do not allow personal or professional cameras into the VIP Experience. If you want to bring them to the show, please check with the venue so you can adhere to their policy.
Will the venue allow us in with our VIP Experience package?
Yes. This should not be a problem with the venue. Fans might get jealous though.
Will the bar be open in the venue?
This is completely up to the venue. Our hands are tied on this one.
I want to purchase a VIP Experience package, but the date I want is not listed.
Please check the NEWS and TOUR pages often for meet and greet availabilities and on-sale times. If a date and/or time is not listed, no VIP Experience package has been scheduled for that particular date.
My VIP Tickets have not arrived. When will they arrive?
All AdamLambertFans.com VIP Experience packages are to be picked up in person the day of the show. Once you check-in, you will receive your package. We never send out the tickets.
Can I change the name on my VIP tickets?
No, they are not transferable. In the past we were able to transfer the names on VIP tickets from time to time, but unfortunately we aren’t able to transfer tickets anymore.
How do I redeem the code on the back of my AdamLambertFans.com VIP Experience Laminate?
Please visit www.adamlambertfans.com/redeem to redeem your membership. If you've already entered your code once, you will not be able to enter it again.
Did my VIP purchase go through?
You will receive a instant email confirmation to the email address on file with your order number, items purchased and total charged.
How many VIP tickets can I purchase with my membership?
Each member is able to purchase two (2) tickets per show.
I just placed an order for VIP Experience package, so why don’t I see a charge yet on my credit card?
Your VIP Experience package is reserved for you at the time you place the order. It can take a bit for the charges to appear on your credit card. Typically, you can expect to see charges reflected on your credit card statement within about 72 hours of placing your order. Charges will appear on your credit card from Ground Ctrl LLC.
Do I have to have a credit card to order VIP tickets?
Yes. The VIP Experience package can be purchased via this website using a major credit card. Kids who are members but do not have a credit card in their name can have their parents order on their behalf.
Whose name will my tickets be left under at Will Call?
Tickets will be left under the billing or will-call name provided when you placed the order. Sorry, we are not able to accommodate name changes.
Why are there ‘VIP’ icons next to some shows, but not others?
If the VIP icon does not appear next to the show you’re looking for on the TOUR or EVENTS page, it is probably because we aren't able to offer VIP Experience packages for that particular show.
I bought VIP Tickets to a show, but I might not go. Can I get a refund or transfer the tickets to my friend?
Once you have purchased your VIP Experience package, it's yours. We cannot allow the transfer of any packages in order to prevent scalping/reselling.
How do I get front-of-line admission for a General Admission show?
If you've purchased a VIP Upgrade Experience package, you will be at the venue early. At some point during the pre-show activities you will be advised when you can get in line before doors open for the general public. Please note this might not be available for all shows.
How long is the VIP Experience available to purchase?
A small amount of VIP Upgrade Experience packages will be available for purchase for select shows. They are available until all packages are sold out, or until approximately 48 hours before show date, whichever occurs first.
Are there VIP Experience packages available for members in wheelchairs?
Most venues provide wheelchair accessible seating. Please check with them to find out their policies.
How do I know when the VIP Experience packages go on sale to the public?
Any confirmed on-sale dates will be posted to the NEWS section of AdamLambertFans.com. We will also send out an email to members with all the information.
How do I find out if VIP Tickets are available for a certain show?
Please see the TOUR or EVENTS page for availability.
Are Meet & Greets included with the VIP Experience package?
Please see the details of the VIP Experience package for all the great benefits offered.
Please Note: Onstage, soundcheck and meet & greet timings are to be determined, and are not open to request. Availability and pricing subject to change. VIP Packages available for U.S., Canadian, and International events are only available to U.S., Canadian, and International residents. Ticket, voucher, and program are available at Will Call unless otherwise noted. It is your responsibility to check AdamLambertFans.com for all day-of-event information. You will not receive an email with this information before the event.
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I have a question that is not answered here, what should I do?
Please view our customer support FAQ or contact the ground(ctrl) team by submitting a support request at support.groundctrl.com. If you have an issue or a question about an order that you have placed, please provide it in your support request. Additionally, for urgent matters you may call 1-877-GND-CTRL / Monday - Friday, 9:30am - 5:30pm PST.
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 or section.
If you have a question that needs immediate assistance and it’s a weekend or holiday, head over to the message board where many experienced community members are willing and able to answer any questions you may have.