frequently asked questions

How do I get my upgrade?

You will receive detailed instructions within 5 days of your show! Physical tickets will not be sent to you but digital instructions will. Please make sure to check your spam folder if you have not received the details!

What if my meet and greet or show is canceled?

In the event of a complete show or meet and greet cancelation, we will reach out by email immediately with information of the cancelation and start refunding buyers for the date. You should see the refund in your bank account within 7-10 business days. If you wait 10+ business days and still don’t see your refund, please contact us at

If I miss my meet and greet, can I meet the band after the show? 

Unfortunately, if you are late or miss the scheduled meet and greet entirely, you may not be eligible to meet them after the concert. Pillar only guarantees the meet and greet time listed on the official event page, and is not in control of scheduling the artist outside of these times

What time does my meet and greet start?

We work with every venue and artist to coordinate meet and greets, which sometimes means we do not update meet and greet times until a few days before the show.

Please bear with us and wait until 5 Days or less before your scheduled event before you reach out to us at

When will I receive the merch items?

When ordering VIP packages from us, all items will be claimed the night of the show at the venue at the box office. 

5 Days ahead of your event, you will receive an email with detailed instructions for the event, times, and more! 

We do not mail or email items or physical tickets - the only thing you should have from us is a receipt for proof of purchase and a government issued I.D that matches the name on the order!

If you have questions about where to go, where the line forms, etc. please ask the venue's box office. There will be someone on site to help facilitate the handling of the entire VIP experience as well as getting items to everyone!

Spam Folder

If you have missed any communication about your event, please check your spam folder prior to contacting our support team. You should have received an email from the Pillar Team or Camp Wilderness.

If you can not find these details, please feel free to shoot us an email at

When will the M&G begin?

These details will be sent to you ahead of the event! However, please expect for the M&G to start at some point between 1 PM - 3 PM local time. A more detailed schedule will be sent to you 5 days prior to the event.

COVID Details

At this time, we are following local health and safety guidelines per event. We are hopeful that there will be little to no restrictions.

However, as we have all learned, we can not plan everything out in advance in regard to COVID-19. As we get closer to the event, we will make sure to update you on any restrictions that may come up prior to your event taking place! 

Our goal is to create a fun, memorable, and most importantly, safe experience for everyone involved.


We can only refund purchases under the following circumstances:

Fraudulent Charges on Credit / Debit Card

Show cancellations (we will automatically refund these)

In the event of a show reschedule, you will be emailed the information on the new date.

A 30 day refund window will be available from the date of the announcement of the new date. We will email all purchasers the information about the new show and any changes that will be made to the VIP. 

Unfortunately, we cannot accommodate refund requests made after 30 days.

*If a refund is to be issued, the customer will be charged a restocking fee depending on the item and amount purchased. 

Confirmation Issues

Before contacting support, please check the spam folder on the email that you used to purchase your ticket!

If you made a purchase with us and are sure you did not receive a purchase confirmation after placing your order, please email and include the following information - we will get back to you as soon as possible

• The name that your order is under.
• The date of the show you're attending.
• The ticket and/or VIP package that was purchased.


Have any other questions or concerns? Please contact the Pillar support team by sending an email to