If your tickets were purchased prior to becoming an ATG+ member, or if you are using a different account to your membership account, your ATG+ benefits are not linked to your booking. In these circumstances you will be charged an exchange fee if you exchange your tickets online.
If you have signed in with your Apple/Google account, and you cannot see your ATG+ benefits when you are exchanging tickets (including being charged fees), please log out and log back in to the ATG Tickets website. This should refresh your user and any missing benefits should return. It can take up to 30 minutes after first signing in with your social account for your benefits/orders/order history to appear.
Please note - if you used the "hide my email" option when signing in with Apple, this will create a new account and will not link you to an existing ATG Tickets account. If you purchased tickets during this time, your membership benefits will not have been applied to your booking at all.
Please Submit a Request where a member of our customer service team will be happy to assist.