Open Orders → Buy and select your order. Check the handoff method, expected transfer timing, and transfer status so you know where to look and what to do next.
If the event is starting soon and you still cannot access your tickets, use the help options below right away. A dispute must be submitted no later than 30 minutes after the event’s listed start time; you can submit before the event starts.
Where should I look for my tickets?
Instant E-Ticket Transfer: Open the ticket image or PDF in your Theatr order. You do not need to wait for a separate email from the seller. See How Instant E-Ticket Transfer works.
Via original platform: Check the email address or phone number on your order, including spam or junk, for a transfer invitation. Follow the ticketing platform’s instructions to accept or claim the tickets, and check the account associated with that contact information. You may need its app to open the tickets.
Email or Text: Check the inbox or messages for the contact information on your order, including spam or junk. Open the actual ticket attachment or link.
In person or Box office pick up: Check the agreed handoff or collection instructions. Confirm the time, location, and any required pickup information with the seller.
A transfer invitation, or a seller’s screenshot saying “waiting for recipient to accept,” does not mean you can already open the ticket. If the invitation is missing or does not work, ask the seller to check the recipient details and transfer status.
How do I check with the seller?
From your order, tap Help → Contact Seller. Ask whether the tickets have been sent, where they were sent, and when you should be able to access them.
If you agreed to receive the tickets later and that time has not arrived, follow that delivery plan. Contact the seller if the timing or pickup instructions are unclear. If the agreed time passes without delivery, or you cannot reach the seller as the event approaches, use the help options below.
If your order has the wrong email address or phone number, give the seller the correct details for this transfer. Contact information cannot currently be edited on an existing order. For future purchases, see How do I update the email address or phone number used for ticket transfers?
What if I still cannot access my tickets?
Your order’s status determines which actions are available. It does not, by itself, confirm whether you can access a ticket sent outside Theatr.
Waiting for ticket transfer
The seller has not confirmed the transfer in Theatr. If you have not received or gained access to the tickets and no longer want to wait, use Help → Cancel Order if available. See I bought tickets but I need to cancel. What do I do? for the cancellation conditions.
If you want help completing the delivery, or the cancellation option is missing, contact Theatr Support. A dispute is not available while the order is still waiting for transfer.
Ticket transferred
If your tickets should already be available but are still missing or inaccessible after the relevant checks above, go to Help → Dispute. Explain what is missing and include the evidence you have, such as messages with the seller or an error from the ticketing platform.
Submit no later than 30 minutes after the event’s listed start time. You do not need to wait until the event starts, and should not wait for another seller reply or more evidence if that would risk missing the deadline. See How do I open a dispute? for the full steps.
When should I contact Theatr Support?
Use Help → More Help if the seller cannot be reached, the contact details do not work, delivery remains unresolved, or a needed action is missing. Tell us which order it is, when the event starts, what you have already checked, and what happened. If you already have a conversation with us, continue there.
If an app problem prevents you from submitting a dispute within the window, contact us right away with the error and when you tried. A support message does not itself submit a dispute or guarantee that the dispute window can be reopened.