After the buyer has paid, go to Orders → Sell, select the listing and tap the buyer’s name under Orders. Check the tickets, handoff method, buyer’s contact details and expected time before sending them.
Send the buyer the number of tickets shown in the order. Check that the tickets match the event, date, time and seat details in the listing.
If you sell with an institutional account, some labels and steps differ. See How do I sell with an institutional account?.
Check that the buyer can use the tickets
Follow the original ticket provider’s rules. Use its app or account when an official transfer is required. A screenshot won’t work for a moving or refreshing barcode, even if the image is complete.
Send tickets to the buyer’s own account, email address or phone number. They must never need your login to enter. If you’re locked out, try the provider’s account-recovery steps. If you can’t recover access in time, tell the buyer and cancel or fully refund the order.
Keep sold tickets for your buyer only. Take down listings for the same tickets elsewhere right away.
Upload e-tickets to Theatr (or Instant E-Ticket Transfer)
If you chose Upload e-tickets to Theatr (or Instant E-Ticket Transfer) when listing, the order shows “Instant E-Ticket Transfer”. Theatr sends the uploaded files and confirms automatically after purchase. Don’t resend them or mark them as transferred. Stay reachable if the buyer needs help opening them. See How Instant E-Ticket Transfer works for eligible files and upload steps.
Transfer through the original ticketing platform
Choose your ticket source for its steps, or follow the general steps below:
ATG · AXS · Broadway Direct · Broadway.com · DICE · Eventbrite · SeatGeek · StubHub · Telecharge · Ticketmaster · TodayTix
Open the platform holding your tickets and select the tickets the buyer purchased.
Use the order’s contact details to confirm the receiving email address or phone number for that platform, unless the buyer already confirmed it.
Send the transfer to those confirmed details. Tell the buyer where to find the invitation.
Follow the platform’s acceptance requirements and save the transfer confirmation.
Sending an invitation isn’t the same as the buyer accepting it. Wait for any required acceptance before confirming in Theatr.
An invitation expired or won’t open
Check the transfer status in the original platform and confirm the receiving details with the buyer. Resend or restart only as that platform allows. Wait for the buyer to accept the new invitation if required. If you can’t resend or finish sending the tickets, see “Get help” below.
Send a static ticket by email or text
Use a PDF or image only when its barcode stays the same and the provider and venue accept that format. Send complete files to the order’s contact details. Check every ticket’s event, date, time and seats, and keep the full barcode or QR code clear and uncropped.
A disabled transfer button doesn’t mean a file will work. Check the provider’s rules before sending one.
Box office pickup or an in-person handoff
Agree with the buyer on where and when they’ll get the tickets. For box office pickup, confirm that the venue allows the buyer to collect, whose name is needed and what ID or documents they must bring. If only you can collect, pick up the tickets and hand them over yourself. For multiple buyers sharing one pickup, check that each can collect their own tickets.
For a later handoff, record the time as described below. You still need to give the buyer the tickets or make them available to collect at that time.
Tickets arriving later
First agree with the buyer on how and when they’ll get the tickets. This can apply to unreleased tickets or a later pickup. Listings set to Transfer right away don’t have a later-delivery option. You still need to meet the timing you promised. If you can’t meet it or the option is missing for another reason, see “Get help” below. If you can’t fulfill the order, follow the cancellation and refund steps below.
In the buyer’s order, tap I can’t make the transfer right now.
Tap the I’ve confirmed with… button showing your buyer’s name.
Add a screenshot of the time you agreed with the buyer, then tap Upload.
Recording the new time in Theatr isn’t delivery. Send the tickets at the agreed time. Once the buyer has them or can collect them at the box office, complete the confirmation steps below. If the confirmation button is missing or won’t work, see “Get help” below.
Confirm the handoff in Theatr
For methods other than Instant E-Ticket Transfer, complete any remaining confirmation step only once the buyer can access the correct tickets or collect them at the box office. Wait for any required acceptance on the original platform.
Open Orders → Sell, select the listing and tap the buyer’s name under Orders.
Under “Order Status”, tap I have transferred the ticket(s).
Add proof matching your handoff method, then tap Upload.
Choose proof for your handoff method
The buyer can view your proof. You don’t need the whole email. Keep the recipient and relevant details visible, and hide unrelated personal or payment information.
The buyer doesn’t reply or you can’t send the tickets
For valid static files, you can send them to the order’s contact details and save proof without waiting for a reply.
For an original-platform transfer, first confirm the receiving email address or phone number with the buyer, unless they already confirmed it. Use the order’s contact details to ask. If they haven’t confirmed and don’t reply, see “Get help” below. Don’t guess their platform account. Once you send the transfer, wait for any required acceptance before confirming in Theatr.
For an in-person or later handoff, give the buyer the tickets before confirming. Recording a time in Theatr isn’t the handoff.
If you can’t fulfill the order, tell the buyer as soon as you can. Open the order and tap Cancel Order or Refund Ticket(s), whichever appears. See How do I cancel or refund an order as a seller?
For wrong tickets or receiving details, see How do I fix a ticket transfer mistake? Once the buyer has the correct tickets, complete any remaining confirmation step in the order.
Get help
If you can’t resend or finish a transfer, can’t meet the promised time, can’t confirm the buyer’s receiving details, or a required option is missing or won’t work, contact us for help coordinating the handoff.
Include the order details, what you tried and when the event starts. If timing is the problem, tell us when you can send or hand over the tickets.