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FlorenceArt Support Center - Frequently asked questions

  1. How do I make ticket reservations?
  2. How do I know that my reservation is valid? Will I receive a transaction confirmation?
  3. What do I need the "Transaction number" and "User Code" for?
  4. Can I enter the museum using the "Transaction number" and "User Code"?
  5. Will I receive my tickets at home?
  6. What if I donít receive an e-mail?
  7. If the voucher isnít ready after 48 hours?
  8. What happens if I donít have my Voucher yet and Iím leaving for my trip.
  9. I donít have a printer to print my voucher what should I do?
  10. If I have a Voucher do I have to wait on line?
  11. Can I enter the museum at a different hour or on a different day than that which is written on my Voucher?
  12. Does a ticket give me the right to exit the museum and enter again in the same day?
  13. How long can I stay in the museum?
  14. Is it possible to eat in the museum?
  15. Can I reserve a wheelchair?
  16. I have to cancel my reservation, what happens now?
  17. How can I change the day or hour of my museum reservation?
  18. Why is the museum entrance time on the voucher different from the time I requested?
  19. I think that I may have booked the same ticket reservation more that once, what should I do?
  20. I want to use a credit card to pay for my tickets, is it safe?

 

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1. How do I make ticket reservations?

First you chose the museum that you want to visit, then on the next page you chose the day, the hour and the number of tickets (and *free tickets) you need. Then, on the third page you complete the client information (the e-mail address is very important) after that you chose the credit card that you wish to use to purchase the tickets.

*remember that tickets are free for European Union citizens between the ages of 6 and 18 and for senior citizens over 65. In this case you must show some form of identification at the museum entrance. Children under 6 enter free.

2. How do I know that my reservation is valid? Will I receive a transaction confirmation?

Yes you will. After you give your credit card information the last screen will show you if the transaction is valid. If the transaction goes through you will see two numbers:
    1. Transaction Number
    2. User code

You will also receive these two numbers in an e-mail that is sent immediately after the transaction has been made.

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3. What do I need the "Transaction number" and "User Code" for?

With the "Transaction number" and "User Code" on the "Check Page" you can see and print your museum voucher.

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4. Can I enter the museum using the "Transaction number" and "User Code"?

No! the museum does not accept these numbers only the Voucher will enable you to enter the museum.

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5. Will I receive my tickets at home?

No, Within 36 hours from the moment that you reserve your tickets, or 48 hours if your reserve your tickets on a Saturday, your Voucher will be ready, (we will send you an e-mail with the link for the voucher). You must print your voucher and take it with you to the museum.

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6. What if I donít receive an e-mail?

The wrong e-mail address was registered in the order form and therefore you are not receiving our letters. If you donít receive any information within 48 hours let us know as soon as possible.

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7. If the voucher isnít ready after 48 hours?

Occasionally the voucher isnít ready, due to technical problems at the museum, strikes, and holidays, if this happens let us know as soon as possible.

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8. What happens if I donít have my Voucher yet and Iím leaving for my trip.

Send us an e-mail with your name, the telephone and fax number of the Hotel where you will be staying in Italy and we will send your Voucher there.

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9. I donít have a printer to print my voucher what should I do?

Send us and e-mail with your name, the telephone and fax number of the Hotel where you will be staying in Italy and we will send your Voucher there. If you will not be staying in a Hotel and you donít have a fax, let us know and we will make other arrangements.

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10. If I have a Voucher do I have to wait on line?

Some museums have a reserved ticket entrance others do not but in those it is possible to pass to the head of the line. Before waiting on a long line, ask museum personnel if you are in the right place

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11. Can I enter the museum at a different hour or on a different day than that which is written on my Voucher?

No, You will be allowed to enter the museum only at the date and time written on your Voucher.

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12. Does a ticket give me the right to exit the museum and enter again in the same day?

No, this is not possible. If you exit, you cannot re-enter with the same ticket.

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13. How long can I stay in the museum?

This depends on the museum; in some museums it is possible to stay all day, in others only for and allotted time. We advise you to ask the museum personnel for this information.

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14. Is it possible to eat in the museum?

Some museums have a space reserved for brief stops others a "Bar" or refectory. We advise you to ask the museum personnel for this information.

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15. Can I reserve a wheelchair?

The bigger museums have a limited number of wheelchairs available but it is not possible to reserve them. We advise anyone who needs a wheelchair to reserve their museum tickets when the museum opens in order to find a wheelchair available.

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16. I have to cancel my reservation, what happens now?

You can cancel your reservation without penalty before the Voucher is available. If you already have your Voucher and you want to cancel your reservation we can reimburse only the cost of the museum ticket, our service and the reservation tax are not refundable.

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17. How can I change the day or hour of my museum reservation?

If your Voucher is not yet available all you have to do is send us and e-mail (a.s.a.p.) with the new day and/or hour. If the voucher is already available you can change the date and hour on the "check page" using your "Transaction number" and the "User code". This procedure costs approximately 4 euros/ticket, (this is the reserved ticket tax requested by the museum) 

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18. Why is the museum entrance time on the voucher different from the time I requested?

This happens when the museum cannot accommodate all the reservation requests for a certain time, in this case it is the museum that assigns an entrance time as close as possible to the one that was requested. 

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19. I think that I may have booked the same ticket reservation more that once, what should I do?

Our system will detect repeated ticket requests, however if you have any doubts please send us and e-mail.

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20. I want to use a credit card to pay for my tickets, is it safe?

The information regarding your credit card is encrypted and legible only by the bank

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