FAQ's

“All Access” FAQs

Where should I go for charity-related questions?
Unfortunately, rascalflatts.com is unable to fulfill these kinds of special requests. Please contact Rascal Flatts’ record label and/or management company for any charity-related questions or requests. We can not provide this contact information.

How do I verify that I purchased VIP tickets?
When you log into your All Access account you will want to click on "Manage Account" and then click on "Orders" here you can view all current and past rascalflatts.com orders.

Can I sign up my child who is under 13 years of age?
No we cannot allow children under 13 in All Access. To remain compliant to COPPA laws we cannot email any child under 13 years of age.

I haven’t received my fan club items in the mail. When will I get them?
Currently the All Access membership does not incude any hard goods.

How can I find out when a registration for a meet & greet starts?
Meet & greet registration generally takes place about a month before the actual show date. As the registration date gets closer, make sure to keep an eye on the “more info” link that’s next to the date of interest on the Tour page. Once the meet and greet sign up is active it will remain active for a period up to 1 week. Winners will be selected from the sign up at random and notified via email and or direct messaging on rascalflatts.com

If you live within 300 miles of the city where the concert is taking place and are currently receiving email updates from us, then you will get an email notification of the registration time prior to the registration date.

Concert tickets are not included with the meet and greet.

Can I bring a gift for Rascal Flatts to a meet & greet?
Gifts for Rascal Flatts may be left with the staff at the meet & greet, but not taken into the meet & greet. The staff will give your gifts to Rascal Flatts after the meet & greet.

How do I redeem the code on the back of my Rascal Flatts Membership Card?
Please visit www.rascalflatts.com/redeem to redeem your All Access membership. If you have already entered your code once, you will not be able to enter it again.

How do I find out when I first signed up for “All Access”?
Click on “Dashboard” link on the top-right corner of any page while you are logged on to the site, Select “Manage Account” and on this page you will see your subscription information including the expiration date. If you have a question or need help please send an email with the details of your issue to support@groundctrl.com from the email account you use to login to rascalflatts.com.

How do I renew my membership?
Visit the “All Access Member Store” page to renew your membership (or simply click here). If you have a question or need help, If you have a question or need help please send an email with the details of your issue to support@groundctrl.com from the email account you use to login to rascalflatts.com.

Why am I not receiving email from All Access?
We get a lot of email bounced back when we send out newsletters, Meet & Greet info and ticketing confirmations. Please make sure your email address is typed correctly on every form you fill out. If you notice that your email address is incorrect, please change it by clicking on “Dashboard” then “Manage Account” in the upper corner of the screen when you are logged in. Also, make sure that within “My Settings” that you are subscribed to receive newsletters.

Please be sure to check your Junk Mail folder daily if you have one. Certain Internet Service Providers have very strong filters, making it difficult for some to receive legitimate email. Please be sure to add ”mail@groundctrl.com” and “no-reply@groundctrl.com” to your safe list so your ISP will recognize them as pre-approved. We will post all the newsletters we send out in the NEWS section and the message board on the site.

I am trying to sign up my son/daughter/spouse, but he/she doesn’t have his/her own email address.
The system will not allow more than one member to share the same email address, but you may obtain one free, either through your own ISP or a service like Yahoo.com, Hotmail.com or Gmail.com. If you have other problems signing up a friend or family member, such as difficulty with a credit card, etc., please use the contact form on the site to let us know.If you have a question or need help, please click on the NEED HELP button located in the top right hand corner of the FAQ page, and complete the form so we can further assist you. Please note that we cannot accept memberships from children under 13 years of age due to COPPA compliance laws.

I have a new email address. How can I change my information?
You may change all your information, including your email address, by clicking on “Dashboard” and then “Manage Account” n the upper corner of any page on RascalFlatts.com while you are logged into the site.

If you have a question or need help please send an email with the details of your issue to support@groundctrl.com from the email account you use to login to rascalflatts.com.

I applied for a Meet & Greet a while ago, but have not heard anything back.
We usually respond to Meet & Greet requests within 3 business days. If you have not heard from us in 3 days or more, it is possible that we did not receive your request, or the email confirmation we sent bounced back or didn’t go through. Please make sure your email address is typed correctly on your online profile and that you have checked your Junk Mail folder if you have one. If you still cannot find your confirmation, please use the contact form to alert us to your concern.

Can a child with a Meet & Greet pass have a parent with them during the Meet & Greet?
Children under 10 years old that acquire a Meet & Greet pass can be escorted to the Meet & Greet area by a parent, but the parent will not have the opportunity to actually meet Rascal Flatts. If the parent is not comfortable with this, please don’t allow the child to register for a Meet & Greet.

May I bring someone with me to the Meet & Greet?
No. Each fan club member is allowed one (1) Meet & Greet per year. If you would like a friend/parent/spouse to attend the meet & greet with you, he or she will have to have his/her own fan club membership and will have to submit a separate meet & greet request. If you have a child at the show you will need to make arrangements to have them supervised during your Meet & Greet.
If you have a question or need help please send an email with the details of your issue to support@groundctrl.com from the email account you use to login to rascalflatts.com.

Why have I not received a membership card?
We do not mail out membership cards. Special features of the club, including exclusive behind-the-scenes video, photos, members-only message boards, interviews/chats with the band, meet & greet opportunities and VIP tickets, all are available here on the website. “All Access” Level 2 and Level 3 members may also be entitled to additional benefits.

If you have a question or need help please send an email with the details of your issue to support@groundctrl.com from the email account you use to login to rascalflatts.com.

I want to request a meet & greet, but the date I want is not on the list.
Please check the TOUR page often for meet and greet reservation times. If a date and/or time is not listed, no meet and greet has been scheduled for that particular date.

If you have a question or need help please send an email with the details of your issue to support@groundctrl.com from the email account you use to login to rascalflatts.com.

How can I apply for a Meet & Greet with the band?
Members of “Rascal Flatts All Access” are eligible for one Meet and Greet pass per membership year. To obtain a Meet & Greet, please check your tour date on the TOUR page of the site.

When the designated time for the sign up occurs you simply click on the meet & greet icon next to your tour date. On this page you will need to confirm the date that you will be attending and select “Sign Up to Event”

A select group of fans are chosen on a randomly generated basis for meet and greets for almost every show. Please be aware that Meet and Greet passes may not be available at every show, and that venue restrictions may apply. If you are selected to take part in the meet and greet you will receive a email and or message from the message system on rascalflatts.com. Each Fan Club member will be eligible for (1) Meet & Greet pass per the one year period of their membership at a Rascal Flatts concert appearance.

If you have a question or need help please send an email with the details of your issue to support@groundctrl.com from the email account you use to login to rascalflatts.com.

Can I purchase multiple memberships to get more meet & greets?
We’re sorry, but we must uphold the policy of one Meet & Greet per person, per the one-year period of your membership. If you have a question or need help please send an email with the details of your issue to support@groundctrl.com from the email account you use to login to rascalflatts.com.

General FAQs

I no longer wish to receive Rascal Flatts text messages or calls to my mobile phone. How do I get taken off of the list?

To remove yourself from the Rascal Flatts MOB list, just reply to any of the text messages with “STOP” or “PLEASE REMOVE”. The mobile company will receive your message and remove you from their list.

Where can I call for ground(ctrl) ticket buying and customer service issues?
ground(ctrl) is pleased to provide a nationwide toll-free numbers to help ensure the fans get easier access to purchase tickets and to great customer service. The new toll-free numbers are:

National Toll Free SUPPORT number: 1-877-GND-CTRL

Do Meet and Greets always open at the same time as VIP ticketing?
No. M&G’s generally open around a month before the show date. Keep an eye on the tour page, and specifically the “more info” page on the tour page.

If you have a question or need help please send an email with the details of your issue to support@groundctrl.com from the email account you use to login to rascalflatts.com.

I have a question that is not answered here, what should I do?
Please note that with rare exception, we may not respond to basic questions sent via email if the answer can be found here in the FAQ or section.

If you have a question or need help please send an email with the details of your issue to support@groundctrl.com from the email account you use to login to rascalflatts.com.

If you have a question that needs immediate assistance and it’s a weekend or holiday, head over to the message board where many experienced community members are willing and able to answer any questions you may have.

Why am I not receiving email from RascalFlatts.com?
We get a lot of email bounced back when we send out newsletters, Meet & Greet info and ticketing confirmations. Please make sure your email address is typed correctly on every form you fill out. If you notice that your email address is incorrect, please change it by clicking on “My Settings” in the upper right corner of the screen when you are logged in. Also, please be sure to check your Junk Mail folder daily if you have one. Certain Internet Service Providers have very strong filters, making it difficult for some to receive legitimate email. Please be sure to add ”mail@groundctrl.com” and “no-reply@groundctrl.com” to your safe list so your ISP will recognize them as pre-approved. We will post all the newsletters we send out in the NEWS section and the message board on the site.

If you have a question or need help please send an email with the details of your issue to support@groundctrl.com from the email account you use to login to rascalflatts.com.

How do I send fan mail to the guys?
We compile all fan emails and send them to the band’s management for the guys to read. Submit email messages to rascalflatts@groundctrl.com.

I have a new email address. How can I change my information?
You may change all your information, including your email address, by clicking on “Dashboard” in the upper right corner of any page on RascalFlatts.com while you are logged into the site then selecting “Manage Account”. Once on the “Manage Account” page select “Contact Information” and update the required fields.

Will my personal information be shared or made public to any other entities?
No. Please click on the link at the bottom of the page for our Privacy Policy. Please note that any information posted in “About me”, “Links”, “Blogs” or any other front facing fields will be available to the public. Please review our Privacy Policy available here – http://www.groundctrl.com/privacy-policy

If you have a question or need help please send an email with the details of your issue to support@groundctrl.com from the email account you use to login to rascalflatts.com.

How can I meet the band?
Members of “Rascal Flatts All Access” are eligible for one Meet and Greet pass per membership year. To obtain a Meet & Greet, please fill out a request form on the date designated on the TOUR page of the site. We accept the 20 fan club members via the randomly selected process for each show and meet & greets. Please be aware that Meet and Greet passes may not be available at every show, and that venue restrictions may apply. If you are selected to take part in the Meet and Greet you will receive a confirmation email or direct message (on rascalflatts.com) within 3 business days. Meet and Greet registration usually opens up about a month before the show date. Keep your eye on the “Tour” page, and specifically the “More Info” link on the “Tour” page for the show of interest.

VIP Tickets

My VIP Tickets have not arrived. When will they arrive?
All Rascal Flatts VIP tickets are to be picked up at the will-call box office window the day of the show. We never send out the tickets.

I ordered my tickets with a credit card that doesn’t have the same name as my All Access membership. What name will my tickets be under at will call?
All tickets are put in the name of the All Access member, not the name on the credit card used to purchase VIP tickets with.

Can I change the name on my VIP tickets?
No, they are not transferable. In the past we were able to transfer the names on VIP tickets from time to time, but unfortunately we aren’t able to transfer tickets anymore.

My name doesn’t show up on the VIP list on the website. Did my purchase go through?
We no longer display the information of customers who purchased tickets. You will receive a instant email confirmation to the email address on file with your order number, items purchased and total charged. If you have questions on your order please send support@groundctrl.com an email with the order number from the email address used to login to rascalflatts.com

How many VIP tickets can I purchase with my membership?
Each member is able to purchase two (2) tickets per show.If you have a question or need help, please click on the NEED HELP button located in the top right hand corner of the FAQ page, and complete the form so we can further assist you.

Are the VIP tickets that are left at Will Call distributed on a first come, first serve basis?
No. Seats will be assigned prior to the Will Call window of the Box Office opening, so there’s no need to get there before everyone else. The Box Office typically opens one hour prior to the doors opening, but please contact the venue directly for details on their specific policies.

I just placed an order for VIP tickets, so why don’t I see a charge yet on my credit card?
Your tickets are reserved for you at the time you place the order, it takes a little longer for the charges to appear on your credit card. Typically, you can expect to see charges reflected on your credit card statement within about 72 hours of placing your order. Charges will appear on your credit card from Ground Ctrl LLC. If you have a question or need help please send an email with the details of your issue to support@groundctrl.com from the email account you use to login to rascalflatts.com.

Do I have to have a credit card to order VIP tickets?
Yes. VIP tickets can be purchased via this website using a credit card. Children who are members but do not have a credit card, can have their parents order their tickets. Parents must simply sign in to RascalFlatts.com using their child’s membership account.If you have a question or need help, please click on the NEED HELP button located in the top right hand corner of the FAQ page, and complete the form so we can further assist you.

Whose name will my tickets be left under at Will Call?
Tickets will be left under the name associated with the Fan Club account used to place the order. Sorry, we are not able to accommodate name changes.

How are VIP tickets assigned?
VIP tickets are assigned from the block of holds held for the Fan Club. These are the best seats available to the public. Orders are processed in the order in which they were receieved and then assigned according to venue layout.

Where are my seats located?
Specific seat assignments will not be able to be viewed until you pick up your VIP tix at will call on the night of the show. If you have a question or need help please send an email with the details of your issue to support@groundctrl.com from the email account you use to login to rascalflatts.com.

Why are there ‘VIP’ icons next to some shows, but not others?
If the VIP icon does not appear next to the show you’re looking for on the TOUR page, it is probably because we are not able to offer VIP tickets for that particular show.

Once VIP Ticketing is closed, we can no longer take requests, and you should contact the venue directly for tickets.

I bought VIP Tickets to a show, but I might not go. Can I get a refund or transfer the tickets to my friend?
Once you have purchased your VIP tickets, they are yours. Most venues will not allow refunds on any tickets, so you must be sure you are attending the show before you make your purchase. We cannot allow the transfer of tickets, as we are trying our best to prevent scalping. You will need to pick up your tickets at the box office with your photo ID. If you have a question or need help please send an email with the details of your issue to support@groundctrl.com from the email account you use to login to rascalflatts.com.

My friends/family members and I are all requesting VIP Tickets. Can we sit together?
Unfortunately, we are unable to accomodate requests for parties to be seated next to each other. All VIP tickets are located within the same block of seats, so all Fan Club members will be seated relatively close. Thanks for your understanding.If you have a question or need help, please click on the NEED HELP button located in the top right hand corner of the FAQ page, and complete the form so we can further assist you.

When should I request VIP Tickets?
Please see the TOUR page to find out when you can request VIP Tickets for each specific show. We try to post on-sale dates at least a week beforehand. We expect all VIP tickets to sell out, and tour and on-sale dates do change, so be sure to check the site as often as possible.

Are there VIP Tickets available for members in wheelchairs?
Most venues provide wheelchair accessible seating. However, because this area is available to the general public as well as to “All Access” members, we do not encourage members in wheelchairs to purchase VIP tickets unless there is a difference in price. We apologize for any inconvenience and hope to offer a better solution in the future. If you have a question or need help please send an email with the details of your issue to support@groundctrl.com from the email account you use to login to rascalflatts.com.

How do I know when the tickets go on sale to the public?
The on-sale dates that are confirmed are posted in the TOUR section of RascalFlatts.com. If the on-sale date does not appear, it is possible that we are not able to offer VIP seats for that show and you should contact the venue directly.

If the show listing says “Tickets on sale TBA,” it means that the on-sale date is unknown and is “To Be Announced.” Please keep checking the TOUR page, and specifically the “more info” link next to the show that you’re interested in, for updates.

If you have a question or need help please send an email with the details of your issue to support@groundctrl.com from the email account you use to login to rascalflatts.com.

How do I find out if VIP Tickets are available for a certain show?
Please see the TOUR page for availability.If you have a question or need help, please click on the NEED HELP button located in the top right hand corner of the FAQ page, and complete the form so we can further assist you.

Are Meet & Greets included with the VIP tickets?
No. If you have not already used your Meet & Greet for the one year period of your membership, you are welcome to apply for one, but you will need to submit a Meet and Greet request separately at the designated time.

Have a question that was not answered here? Please send an email to support@groundctrl.com from the email address you use to log into rascalflatts.com. Please include the question and best method to contact you back. Customer support is open Monday – Friday 9am PST – 5pm PST.