OK I've edited this. I was able to get my issue resolved by DM's on X. Seems my tickets were registered to a legacy email address, which was definitely not the email used in purchasing (the purchase confirmation email went to my current address). So I had to activate a logon for that address as well. It also doesn't change the fact that the chatbot was pretty poor. The link the chatbot sends for contacting the contact centre goes to a page with the message 'you're not authorised to view this page'. The company should be clearer in stating there is no telephone support rather than users searching in vain, and rather than just hinting at links to its socials it should explicitly say that the socials are monitored and that is how to get a response.
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Lead ticketing agent for The O2, OVO Arena Wembley, AEG Presents and more. Website - www.axs.com/uk + Customer Services - https://support.axs.com/hc/en-gb
