AXS Are You a Real Fan Error: What It Means & How to Fix It

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Stop AXS from thinking you're a bot with these helpful tips

Co-authored by Darlene Antonelli, MA Reviewed by Luigi Oppido

Last Updated: July 7, 2025 Fact Checked

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Error Causes

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Error Fixes

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Avoiding the Error

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Tips

Are you seeing the "Are you a real fan?" message on AXS either while you're trying to buy tickets or use the mobile app? AXS has security features in place to protect real fans from bots, but sometimes real fans can be mistaken for bots. Read on to learn more about that situation and what to do.

"Are You a Real Fan?" Causes and Fixes

This is a feature meant to protect real fans, but sometimes it messes up. Seeing "Are you a real fan?" means that you triggered AXS spam protection, but you can contact support with your IP address to get help buying your tickets. To avoid this, turn off any VPNs, have only 1 tab open, and don't constantly refresh the page.

Section 1 of 3:

Why am I seeing "Are You a Real Fan?"

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AXS tries to identify and block bots to protect fans. But sometimes the security feature can mis-identify a bot and block you instead. ^{[1]
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Research source} 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.

Section 2 of 3:

What to Do When You Get the Error

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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.^{[2]
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  Research source}

Section 3 of 3:

How to Avoid Getting Tagged as a Bot

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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.^{[3]
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    Research source}
  - 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.
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.
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.
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.
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.^{[4]
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Research source}

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Tips

This bot-protection feature isn't just an issue with AXS Ticketmaster can also have issues and block you from buying tickets, but here's what you can do if that happens.

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