Backstreet Boys

Dear fans of BSB,

We are aware of the problems some of you experienced this morning receiving your presale code email, and we just want to say that we are deeply sorry and saddened about the way this happened.

We at ground(ctrl) have spent so much time preparing for the big presale day, putting a lot of effort into making sure you guys know exactly how the presales are going to run, the steps you need to get your tickets quickly, and most importantly, making sure we get you your individual ticketmaster code before the presale starts.

The codes were sent out at 1:30am PDT this morning to everyone in the fan club at the same time. Looking at the data, we know that most of you received an email, but unfortunately some of you never got that email.

We share in your disappointment.

That being said, we wanted to shed some light on why and how this happened:

We rely on an email service called Campaign Monitor to send email blasts out to a large volume of recipients. This was one such blast.

It has come to light that Campaign Monitor experienced a service disruption with certain email domains, and some of the emails containing the code were not delivered. The affected email domains include but are not limited to: yahoo and gmail, on top of the AOL, Comcast, and hotmail domains we already knew had been experiencing problems, which we mentioned in all of our presale messaging leading up to today.

We do know that effective immediately, Campaign Monitor is working on a solution to the delivery disruption, and we will keep you informed as we find out more.

We will continue to do our part as well, looking into alternative solutions to ensure that in the future, everyone who needs an email, gets an email.

Additionally, we have done our best to personally redeliver your code to each and every one of you who contacted us. Since these are unique codes, responding to each request is what takes the longest.

We thank you for your patience with us and are here to help you at support.groundctrl.com. We only want the best for our fans, and are already working to correct the issue.

We hope those of you able to participate in the presale got the seats you wanted, and that we'll see you out at the shows!

Sincerely,
ground(ctrl)