If you received a ticket image and are unsure whether it can be used for entry, open Orders → Buy, select your order, and tap Help → Contact Seller. Ask the seller to confirm the ticket format and whether they can transfer it through the original ticketing platform.
If the seller cannot resolve this with you or is not responding, contact Theatr Support so our team can help coordinate. If you already have a conversation with us, continue there and let us know if the event is approaching. You do not need to wait until you arrive at the venue to ask for help.
When can a screenshot be used?
A ticket issued with a fixed barcode may be usable as a clear image or PDF. A ticket with a changing barcode needs to be opened through the original ticketing platform or a supported mobile wallet. The seller can help confirm which format applies to your ticket.
Receiving a file through Instant E-Ticket Transfer tells you how it was delivered in Theatr. If that ticket requires an original-platform transfer, the seller still needs to complete it.
What if the ticket needs an original-platform transfer?
Ask the seller to send the transfer to the correct email address or phone number. Follow the invitation from the original ticketing platform to accept the ticket. You may need to create an account or download its app.
After accepting, confirm that you can open the ticket in the required app or account, or add it to a supported mobile wallet. If the seller cannot complete the transfer or you cannot access it, let Theatr Support know.
What if the image is blurry or incomplete?
Open the full ticket to check that its details and complete barcode or QR code are visible. If the file is still blurry, cropped, or unreadable, ask the seller for a clear original file or an appropriate transfer. Increasing brightness will not restore a missing or unreadable barcode.
What if there is an unresolved ticket problem?
If you cannot access the ticket, it does not match what you bought, or the venue will not accept it, report the problem through your order’s Dispute option before the deadline shown in the app. You can submit before the event starts; do not wait for a seller reply if the deadline is approaching.
If an app problem prevents you from submitting, contact Theatr Support right away with your order details, when you tried, and what happened. A Support conversation does not itself submit an in-app dispute.