If you bought tickets by mistake or your plans have changed, the next step depends on whether you have received or accessed the tickets and the status shown on your order. If you want to cancel because tickets are missing, incorrect, or unusable, follow the ticket-problem steps below.
If you have not received or accessed the tickets
You can cancel directly when your order shows Waiting for ticket transfer, you have not received or accessed the tickets, and Cancel Order is available.
Open Orders → Buy and select your order.
Tap Help → Cancel Order.
If asked, choose the reason that matches why you are canceling. Read the confirmation, then tap Cancel Order to confirm.
You do not need to ask the seller to cancel an eligible order for you. Your payment will be released or returned to your original payment method. A pending charge may disappear from your statement rather than appear as a separate refund; the timing depends on your bank or card provider.
If Cancel Order is unavailable and you need help understanding your options, contact Theatr Support through the order’s Help menu and tell us the exact status shown.
If the seller asks you to pay outside Theatr
Do not pay the seller outside Theatr. Payments made outside Theatr are not covered by Theatr Protection.
If your order shows Waiting for ticket transfer, you have not received or accessed the tickets, and Cancel Order is available, cancel the order using the steps above. When prompted, choose The seller asked me to pay outside Theatr, then confirm the cancellation.
Keep the seller’s messages. If you cannot cancel, contact Theatr Support from the order’s Help menu so we can review what happened.
If you cannot cancel directly
For an accidental purchase or change of plans, normal cancellation is no longer available once you have received or accessed the tickets, even if the order still shows Waiting for ticket transfer.
The normal cancellation option is unavailable when the order shows Ticket transferred or uses Instant E-Ticket Transfer. With Instant Transfer, the uploaded tickets are available in your order after purchase; not opening or saving them does not make the order eligible for normal cancellation.
For an accidental purchase or change of plans, you can ask the seller about a voluntary refund or check whether the tickets can be resold.
Ask the seller about a voluntary refund
Open your order and tap Help → Contact Seller to ask whether the seller is willing to refund it. A voluntary refund isn’t guaranteed. If the tickets are valid, match the listing, and have already been transferred, the seller does not have to agree just because you can no longer attend.
If the seller agrees, ask them to refund the order through Theatr. They can follow How do I cancel or refund an order as a seller?
Resell eligible tickets
You may be able to resell eligible tickets on Theatr instead. See How to Resell a Ticket Bought on Theatr for the requirements and steps.
If you want to cancel because there is a ticket problem
If tickets are missing and your order meets the cancellation conditions above, cancel directly using those steps.
If you cannot cancel directly, follow What should I do if something’s wrong with my tickets? to check missing, incorrect or unusable tickets. You can use Help → Contact Seller to ask the seller to locate the tickets or complete the required transfer.
Submit a dispute for an unresolved ticket problem
If your order shows Ticket transferred or uses Instant E-Ticket Transfer, go to Orders → Buy → select your order → Help → Dispute. You can submit before the event, and must do so no later than 30 minutes after the event’s listed start time. Submit with the evidence you have; don’t wait for a seller reply or for every detail to be confirmed. See How do I open a dispute? for the full steps.
If you need urgent help or cannot use the order options
If you need urgent help with ticket delivery, contact Theatr Support right away with your order details and what happened. Do the same if you cannot cancel under the conditions above and Dispute is unavailable, or if the app prevents you from submitting a dispute. Continue your existing support conversation if you have one.
A support message does not open a dispute. If Dispute is available, submit it within the deadline even if you are already speaking with Support.
An accidental purchase, change of plans, or inability to attend alone is not a dispute reason. Ticket problems are reviewed based on the order and evidence; a refund is not automatic.