If you see a warning or can’t use a feature on Theatr, start with the notice in the app. It explains the action affected and any steps you need to take. If you think a restriction is a mistake or need help understanding it, contact Theatr Support to request a review.
What does my account notice mean?
Warning: Read the notice and correct the issue or complete the steps requested.
Restriction: Certain actions, such as buying tickets or creating listings, are limited.
Suspension: Some or all marketplace features are unavailable on your account.
Check the specific message rather than assuming every action on your account is blocked. If it shows a limit or an end date, use that information when deciding your next step.
Why might my account need review?
Theatr may review an account when there are concerns about ticket accuracy, marketplace activity, or account information. Examples include:
Invalid or duplicate tickets, or tickets that don’t match the listing.
Listings that don’t meet ticket eligibility or pricing requirements.
Unresolved order problems, payment disputes, or reports from other users.
Misleading, abusive, or unsafe behavior, or repeated rule violations.
Account, identity, or payment information that needs verification.
These are general examples. Support can help you understand the notice on your account and review any information you provide.
How do I appeal a restriction or request a review?
Tap Email Support if that option appears in the notice. You can also contact us through Profile → Settings → Contact Us, or email [email protected] if you can’t access your account.
If you already have a conversation with us about the issue, reply there. You don’t need to start a separate request.
Tell us:
The email address or phone number associated with your Theatr account.
The notice you see and what you were trying to do.
Why you would like the decision reviewed, including any relevant order, listing, or information that may help clarify what happened.
If an event is approaching or an active order needs attention, include the event date and the action you’re unable to complete. You don’t need to repeat details already in the conversation.
Don’t send passwords, login codes, full bank or card numbers, or identity documents in an ordinary email or support chat. If verification is needed, follow the secure instructions provided by Support.
What happens to my current orders and earnings?
A restriction does not automatically cancel your existing orders. Continue following the order instructions unless Support tells you otherwise. If the restriction prevents you from completing a required step, contact us promptly with the order and the message you see.
For earnings, check the status in Orders → Sell → Wallet. An account restriction does not by itself explain a payout delay: earnings may still be pending after an event or during an order dispute, or a payout may need attention in Stripe. Follow Why haven’t I received my payout? for the next step based on the status or error shown.
What happens during the review?
Keep an eye on your email or support conversation for questions and updates. If you have more information, add it to the same conversation so the team can review it together.
Requesting a review does not automatically remove a restriction. Support will let you know the outcome and any next steps.