Why am I seeing "Are You a Real Fan?"
AXS tries to identify and block bots to protect fans. But sometimes the security feature can mis-identify a bot and block you instead. There are a few different possible factors that could trigger this error: Your IP address might have been flagged for suspicious activity, especially if you’re using a VPN. This isn’t necessarily due to anything you’ve done wrong–it can happen if you’re on a shared IP that’s often used by bots or spammers. Certain browser settings or extensions might be triggering AXS’s security software. You might be refreshing the page too frequently or interacting with elements on the website too quickly, which the AXS security system could interpret as bot-like behavior.
What to Do When You Get the Error
Submit a ticket to customer support with your IP address. Go to this AXS page to see your IP address, network, and request ID on the right side of the page. With that information, you can submit a ticket. Clicking US Customer Service will prompt more menus to appear. Under "Contact Reason," select Can't purchase tickets > Your site thinks I'm a bot. List all the provided information (your IP address, network, and request ID) in the "Description" area of the ticket before you submit it.
How to Avoid Getting Tagged as a Bot
Don't use a VPN. If you have a VPN installed on your device, turn it off while using the AXS site to purchase tickets. People use bots to buy tons of tickets and sell them at a higher price on other websites, making it hard for real music fans to get tickets to their favorite artists' concerts. Because bots usually mask their IP addresses with VPNs, proxy servers, or services like Apple Private Relay, AXS often automatically blocks connections from these services. Here's how to turn your VPN off: Most devices allow you to turn off your VPN from the device’s network or system settings. For example, on an iPhone or iPad, you can usually turn off a VPN in Settings > VPN. For Mac, open System Settings > VPN. Android devices vary, but you should be able to turn off your VPN by opening Settings and going to Connections or Network, then finding your VPN settings. On a Windows PC, go to Settings > Network & Internet > VPN. For most modern VPN services, you can also shut off the VPN from within the associated app or software.
Avoid public Wi-Fi networks. Traffic from public Wi-Fi networks is more likely to get blocked. This can also be a problem with small ISPs that use shared IP addresses. If you’re getting blocked on the network you’re trying to use, switch to another one. You can also try using a mobile data network instead.
Try disabling browser extensions or using a different browser. Sometimes your browser settings can trigger a website’s security system. Try using a different browser or disabling any extensions or add-ons while you buy your tickets.
Close unnecessary tabs. Multiple tabs mean multiple processes are running, and that might trip the bot alarm at AXS. Close other tabs that you aren't using to buy tickets.
Do not refresh the page constantly or leave and rejoin the waiting room. This activity makes your visit look like a bot, and could prevent you from buying tickets, along with triggering the "Are you a real fan?" message.
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