BTS at MorumBIS: ticket missing from Quentro

If your BTS ticket is missing from Quentro, first confirm that you are using the correct app and check whether the ticket was transferred to another contact. Do not try to replace it with a screenshot, PDF, voucher or purchase receipt: the instructions published for MorumBIS require the ticket to be presented inside the app. If it remains missing, report the problem through Ticketmaster’s support channel before leaving and keep your purchase details available to identify the order.

The October 31, 2026 performance is scheduled for 8 p.m. Brasília time, with gates opening at 4 p.m., according to Live Nation Brasil. Operational instructions can change, so check that official page again before traveling to the venue.

1. Confirm where the ticket should be

For this event’s digital purchases, the phone is the access point for the ticket. Quentro says that tickets delivered through its platform are credited to the app and remain there until they are used or transferred to a contact.

Open the app and look for the event in the ticket area. If you use more than one phone, email address or profile, review which one was involved in the transaction. This is a practical check, not a guarantee that the ticket belongs to a particular account: the sources reviewed do not explain the activation process or establish which login received the purchase.

Also consult the confirmation message and order details. They will not admit you to the event, but they can help you provide the purchase number, date and email address accurately if you need assistance.

2. Check whether the ticket was transferred

Quentro allows buyers to transfer tickets to their contacts. If somebody else bought yours, ask that person to confirm whether the transfer was completed and which contact received it. If you were the buyer and the ticket disappeared after an action in the app, check whether you sent it to somebody else.

Do not treat a chat message, receipt or image of the ticket as a substitute for the ticket in the app. A report by Terra says that entry to the controlled perimeter requires the digital ticket in Quentro and that printouts, paper receipts and screenshots are not accepted.

If buyer and recipient see different information, avoid making additional transfers until you establish where the ticket is. Note the contacts involved and approach support with the order details.

3. Prepare the app before leaving

Open the ticket while you still have a stable connection and verify that the event, date and displayed information match your purchase. Keep the phone charged. Quentro states that the app works without mobile data or internet at the event; even so, checking it in advance reduces your dependence on reception near the stadium.

Do not post screen images or order details publicly. If the content fails to load, try basic, reversible measures: confirm the connection, close and reopen the app, and check the device’s official store for an update. Do not delete the account or move the ticket again without understanding the consequences.

The Bangtan Now guide also notes that the gate is shown on the ticket inside Quentro. Check it before leaving, as it will help you choose the appropriate route after screening.

4. What will not solve the problem at entry

A screenshot of the QR code, PDF, payment confirmation or receipt is not equivalent to the ticket opened in the app. Those records may help you explain the situation to a service team, but that does not mean they will be accepted for admission.

Do not assume that arriving at the stadium will automatically turn a receipt into a valid ticket. Live Nation’s page says that the official box offices on concert days operate from 10 a.m. until the start of the show at Gate 2, Praça Roberto Gomes Pedrosa, no street number, and Gate 15, Avenida Giovanni Gronchi, 1866. The source describes them as box offices, but does not confirm that every app issue can be resolved there.

5. When to contact support

If the ticket is still absent after these checks, contact official Ticketmaster support and describe the situation clearly: whether it was your purchase or a received ticket, the event date, order number, contact used and when the ticket disappeared. In April, after claims circulated on social media, the company told Billboard Brasil that it encouraged fans experiencing problems to contact its support team directly for investigation.

Do this before entering the stadium perimeter. The ticket for that date is required at screening, according to the guidance reported by Terra. If you need to visit a box office, allow extra time and take identification and the purchase details, without assuming that they replace the digital ticket.

In short: locate the ticket in Quentro, clarify any transfer, load the app ahead of time and contact support while there is still time to review the order. The event’s official channels remain the authority for entry rules and subsequent changes. These instructions concern a Brazilian Ticketmaster/Quentro ticket; they should not be generalized to Ticketmaster accounts in other countries, and no local English-language assistance is promised.