Time Out Offers FAQ

Get support on your tickets and vouchers


I haven’t received my order confirmation email

Oh no! We know how annoying this is. When you complete your purchase, an email is sent to the email address you used when you created your account . So, if you signed up with one of the socials (Facebook, Twitter, Insta – you know the drill), the email will be sent to the email address you use for that account. 

If you can’t see it in your inbox, take a peek in the spam folder. If it’s not there, something may have gone wrong (the internet can be like that), but fear not – your voucher can also be found in the ‘My Orders” section of your account. Just go to checkout.timeout.com, log in and hit ‘My Orders’ in your profile menu and boom, there it is. 

Still need help? Contact us offers@timeout.com


I am having problems purchasing an offer

There are a few things that can cause this. First up, double check that all of your card details and billing info are correct (if you are using a prepaid card, make sure there are enough funds on there). If everything looks good and it’s still not working, try using a different card to pay. Still no joy? Lastly, you can try using a different browser or device. If that doesn’t work, please get in touch on offers@timeout.com and we'll help you out.


I can’t login into my account

If you’ve been through every birthday, pet’s name and favourite colour you can think of and still can’t login, you can reset your password here. If that doesn’t work, please get in touch at offers@timeout.com and our team will take a look. 


How do I use my voucher?

Not all vouchers work the same way, so you’ll need to pull up your confirmation email to get the specific instructions. Under the ‘Need to know’ section, you’ll find what you need. 

If you’re struggling to redeem a voucher on a third-party platform, please hit up their dedicated support team for help. Don’t worry, if that doesn’t work you can still contact us at offers@timeout.com and we’ll look into it. 


How do I amend or cancel my order?

If you bought a ticket for a dated event, we won’t be able to refund you (you can read more about this in our Terms & Conditions). If you booked the wrong date or event (we’ve all been there), please contact us asap and we’ll try our best to amend your booking. 

If you bought a voucher that wasn’t for a dated event, you can get a refund at any time within the 14-day cooling off period. If you need to cancel your order, please hit us up at
 offers@timeout.com within that time and we’ll get you refunded. 


I haven’t received my product

We know the frustrations of waiting for a delivery. First of all, please check that you followed the instructions in the ‘Need to know’ section of your confirmation email. If you’ve done all that and your order still hasn’t arrived within the delivery time, please get in touch with the merchant directly – they should be able to help. 

Still need help? Contact us offers@timeout.com


How do I subscribe to the Time Out newsletter?

Glad you asked! Simply click here and enter your details. We’ll start sending you the best offers in London before you know it. 

Already subscribed but not getting the emails? This sucks! Please contact us at hello@timeout.com and we’ll take a look.


How do I unsubscribe from the newsletter?

We’re sorry you want to leave! If you’re really, really sure you want to go, you can hit the ‘Unsubscribe Me’ button at the bottom of any or our emails (but only if you’re really, really, really sure). 

Still need help? Please drop us an email at hello@timeout.com and we’ll look into it.