Ticketmaster Addresses Controversy Over Taylor Swift’s Tour Tickets

The Swifties currently have bad blood with Ticketmaster.

After fans attempting to purchase tickets for Taylor Swift‘s upcoming Eras tour on Nov. 15 faced a number of issues—including hours-long queue waits and the site crashing—the company is offering an explanation as to what happened.

“The Eras on sale made one thing clear: Taylor Swift is an unstoppable force and continues to set records,” Ticketmaster said in a statement Nov. 17. “We strive to make ticket buying as easy as possible for fans, but that hasn’t been the case for many people trying to buy tickets for the Eras Tour. We want to share some information to help explain what happened.”

The ticket sale company explained that it had fans pre-register as Verified Fans—with over 3.5 million fans pre-registering—so the company could use this program “to help manage high demand show—identifying real humans and weeding out bots. Keeping bots out of queues and avoiding overcrowding helps to make waits shorter and on sales smoother.”