FAQ

Ticket Exchange & Entry

• Can I enter with the e-ticket on my phone?

  No. Please show the QR code on your e-ticket to our team in the lobby and exchange it for a paper ticket before entering COCA Theatre.

• When and where can I exchange my e-ticket?

  Ticket exchange opens at the COCA Dining reception area 1 (one) hour before the scheduled showtime.

• What do I need to bring for ticket exchange?

  Please have your e-ticket (QR code) ready for exchange. If you're unable to access your e-ticket, we may ask for a valid photo ID or other booking details to help verify your booking.

• What if I can't find or access my e-ticket?

  You can retrieve your booking through Find My Orders on our website. If you still can't access your e-ticket, please contact our team or visit the lobby before your showtime. We may ask for your booking details and a valid photo ID to verify your booking.

Seat Selection & Booking

• How long are seats held during checkout?

  Selected seats are held for 10 minutes while you complete your booking. If the booking is not completed within that time, the seats will automatically be released and made available again.

• Can I change my seat after payment?

  Confirmed seat positions cannot be changed independently. Seat or schedule modifications can only be requested through our team before the show starts, subject to availability.

Rescheduling & Cancellations

• Can I move my booking to another showtime?

  Tickets are generally non-exchangeable once purchased. In exceptional circumstances, you may contact the COCA team before your scheduled showtime. Any change is subject to availability and COCA's approval.

• Can I get a refund if I cannot attend?

  Tickets are generally non-refundable if you are unable to attend for personal reasons. Refunds may be available if COCA cancels or materially changes a screening or event, is unable to provide the screening, or where otherwise required by applicable law. Please see our Refund Policy for full details.

Technical & Payment Issues

• What if I haven't received my e-ticket by email after payment?

  Please check your Spam or Junk folder first. If you still haven't received your e-ticket within 15 minutes, contact us with your booking details and proof of payment.

• Can someone else exchange the e-ticket on my behalf?

  Yes. They must present the e-ticket (QR code), a copy of the original buyer's valid photo ID, and a signed authorization letter from the buyer.