Open Orders → Buy and select your order to check how and when your tickets will arrive and the order’s status.
If the event is starting soon and you still can’t access your tickets, contact us right away. Include the order, the event’s start time, what you’ve checked and what happened.
Look in the right place
“Instant E-Ticket Transfer”: Open the ticket image or PDF in your order. You don’t need a separate email. See How Instant E-Ticket Transfer works
“Via original platform”: Check the order’s email address or phone number for a transfer invitation, including spam or junk. Follow the invitation to accept or claim the tickets. Check the account linked to those receiving details. You might need the platform’s app.
“Email or Text”: Check the inbox or messages for the contact details on your order, including spam or junk. Open the actual ticket attachment or link.
“In person” or “Box office pick up”: Check the handoff instructions. Confirm the time, location and required pickup information with the seller.
An invitation or a seller’s “waiting for recipient to accept” screenshot doesn’t mean you can already open the tickets. For a missing or broken invitation, ask the seller to check the recipient and transfer status.
Check with the seller
In the order, tap Help → Contact Seller. Ask whether the tickets were sent, where they were sent and when you’ll be able to open them.
If the seller doesn’t reply, their contact details don’t work or an option you need is missing, see “Get help” below.
If you agreed to a later time that hasn’t arrived, follow that plan. Ask the seller about unclear timing or pickup details. Use the options below if the agreed time passes without tickets or you can’t reach the seller as the event approaches.
For wrong contact details, give the seller the correct ones for this transfer. You can’t edit an existing order’s contact information. For future purchases, see How do I update the email address or phone number used for ticket transfers?
“Waiting for Ticket Transfer”
The seller hasn’t confirmed the transfer in Theatr. If you haven’t received any tickets and don’t want to wait, tap Help → Cancel Order when available. You can cancel up to 30 minutes after the event’s listed start time. See I bought tickets but I need to cancel. What do I do?
If you’ve received tickets you can’t use, the handoff can’t go ahead as arranged, or the cancellation option is missing, see “Get help” below. Cancel Order is for orders where you haven’t received or accessed any tickets. Dispute becomes available once the order shows “Transfer Confirmed by Seller” or “Ticket Transferred”.
“Transfer Confirmed by Seller” or “Ticket Transferred”
“Transfer Confirmed by Seller” means the seller has confirmed they’ll send the tickets later, as you agreed. Follow that time. If it passes without tickets, report the problem.
“Ticket Transferred” means the seller has marked the tickets as sent or available to you. If you’ve checked the places above and still can’t find or open them, report the problem.
You can submit before the event and up to 30 minutes after its listed start time. See How do I open a dispute? Follow these steps:
In the order, tap Help → Dispute.
Explain what’s missing and add the evidence you have, such as seller messages or an error from the original platform.
Submit before the deadline.
If you can’t submit before the deadline, see “Get help” below right away.
“Completed” or “Leave a Review”
The order closed 30 minutes after the event’s listed start time. If you didn’t get tickets, see “Get help” below.
Tickets arrived but don’t work
Get help
If you can’t reach the seller, a required option is missing or won’t work, the handoff can’t go ahead as arranged, or the deadline passed before you could report the problem, contact us right away. This also covers unusable tickets while your order still shows “Waiting for Ticket Transfer”.
Include the order, the event’s start time, what you checked and what happened. If you tried to submit a dispute, include when you tried and what you saw.
If you never received tickets and the seller never confirmed sending them, we’ll check with the seller. If they can’t show the tickets reached you before the show, you’ll get a full refund.