Being turned away at the door is stressful. Here’s what to do right away. If your ticket won’t scan, the venue won’t accept it, or its details don’t match what you bought, open your order in Orders → Buy. If it shows “Transfer Confirmed by Seller” or “Ticket Transferred”, tap Help → Dispute.
You can submit up to 30 minutes after the event’s listed start time. Send the evidence you have, even if you’re still waiting for the seller to reply or have already contacted us.
What should I check at the venue?
Open the actual ticket. If it needs to be transferred through the original ticketing platform, accept the invitation and open the ticket in the required app or account.
Check the ticket details. Compare the event, date, time, seats and number of tickets with your order. Let us and the seller know if anything doesn’t match.
Ask the venue what went wrong. If the ticket won’t scan or the box office won’t release it, ask why. Keep any scan error, message or other information they can give you.
Include those details in your dispute, along with photos or screenshots that help explain the problem. Tell us whether you were eventually able to get in. You don’t need to wait for every detail before submitting. See How do I open a dispute? for the full steps.
What if I can’t submit a dispute?
If your order still shows “Waiting for Ticket Transfer”, contact us through the order so we can look into it.
If your order shows “Transfer Confirmed by Seller” or “Ticket Transferred” and the deadline hasn’t passed, but Dispute is missing or you get an error, contact us right away. Tell us when you tried and include a screenshot of any error if you have one.
If your order shows “Completed”, open it, tap Help → Get Help and tell us what happened, including anything that stopped you from submitting in time. See How do I open a dispute? for help after the deadline.
What happens after I submit?
We aim to start reviewing your dispute within 24 hours. If we need more information, we’ll email you. We’ll explain our decision and let you know whether you’ll receive a refund.
If we issue a full or partial refund, we’ll confirm the amount and return it to your original payment method. See I got a refund. When will it show up in my account?