Frequently asked questions

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Please note: Due to renewal work all visitors must purchase an online ticket with a time slot in advance. You cannot buy tickets at the entrance of the museum, only via our website. Due to renewal work in the museum, opening times may vary.

 

• According to the website there aren’t any tickets left, can I still visit the museum?
• I’ve bought a ticket for the wrong date. Can I change it for the right date or get my money back? 
• I’ve bought a ticket and the money has been deducted from my bank account, but I haven’t received a confirmation.
• Why does my computer display a message saying I did not complete my transaction in time?
• I don't have a credit card, can I still buy tickets online?

 

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According to the website there aren’t any tickets left, can I still visit the museum?
For the time being, visiting the Anne Frank House is only possible with a ticket purchased online. Tickets for the Anne Frank House will become available on the website two months in advance. New tickets are released every day during Dutch office hours.
Tickets for the Introductory Progam including a museum entrance, will become available two weeks in advance. The Anne Frank House is a small museum with limited capacity. The demand for tickets is greater than the number available. 

 

I’ve bought a ticket for the wrong date. Can I change it for the right date or get my money back? 
We’re sorry, that is not possible. When you bought the ticket you agreed to the visiting conditions. These state that tickets cannot be changed or refunded. 

 

I’ve bought a ticket and the money has been deducted from my bank account, but I haven’t received a confirmation. 
Our apologies for this. Would you kindly send us your name, email address and the date of your visit to the Anne Frank House? We will then send a new confirmation to you. Please send these details to backoffice@annefrank.nl. If no money has been deducted from your bank account, we have unfortunately not received your reservation.

 

Why does my computer display a message saying I did not complete my transaction in time?
You have 15 minutes to complete a transaction. If you receive an error message and you think that 15 minutes have not passed, it may be that you need to set your browser to accept 'cookies'. In Internet Explorer, you can do that by clicking on 'Preferences' and then on 'Internet Options'. Then select the Privacy tab, and then Advanced. Select the 'Disable automatic cookie processing' option, and then select 'Always allow cookies for each session'. Then click twice on OK to save your changes and exit the menu.

 

I don't have a credit card, can I still buy tickets online?
We currently only accept credit card payments online.