A clear screenshot or PDF can work for a fixed barcode when the original ticket provider and venue accept that format. Changing barcodes need the original platform’s app or a supported mobile wallet.
Check the ticket format
Open Orders → Buy, select your order, and tap Help → Contact Seller.
Ask the seller to confirm the format and whether they need to transfer the ticket through the original platform.
A ticket received through Instant E-Ticket Transfer still needs a transfer from the seller when it must be opened in the original platform’s app.
If the seller can’t resolve this or won’t reply, see “Get help” below.
Accept a transfer through the original platform
Ask the seller to send the transfer to the correct email address or phone number.
Follow the invitation to accept the ticket. You might need an account or the platform’s app.
Check that you can open it in the required app or account, or add it to a supported mobile wallet.
If the seller can’t finish the transfer or you still can’t access the ticket, see “Get help” below.
A blurry or incomplete image
Open the full ticket and check that its details and complete barcode or QR code are visible.
For a blurry, cropped, or unreadable file, ask the seller for a clearer copy or a proper transfer. If that doesn’t resolve it, follow “Report a ticket problem” below.
Report a ticket problem
For tickets you can’t access, tickets that don’t match your purchase, or tickets rejected at the venue, check the reporting options in your order.
The dispute deadline is 30 minutes after the event’s listed start time. You can submit before the event.
Open Orders → Buy and select your order.
Tap Help. If Dispute is available, open it and submit the evidence you have.
Get help
If the seller can’t resolve the ticket problem, won’t reply, or can’t finish a required transfer, contact us right away. Use the same route if Dispute isn’t available, you can’t submit, or the deadline passed before you could report the problem.
Include the order details and what happened. If you tried to submit, include when you tried and what you saw. Tell us if the event is soon. You don’t need to wait until you reach the venue.