What if my ticket doesn’t work or I get scammed?

Open your order under Orders → Buy and follow the steps below for missing tickets or tickets with a problem. If you haven’t bought yet, see Theatr Protection for Buyers for what’s covered.

Check the handoff method and agreed time in your order. If you agreed to a later time that hasn’t arrived, follow that plan. See how to find missing tickets for where to look.

If the agreed time has passed, or the seller marked the tickets as sent and you still can’t find or open them, follow “Report a ticket problem” below.

For “Waiting for Ticket Transfer”, check Help for Cancel Order. When it’s available and you haven’t received or accessed any tickets, you can cancel for a refund up to 30 minutes after the event’s listed start time. If the option is missing, see “Get help” below.

Cancel Order is for orders where you haven’t received or accessed any tickets. If the order still shows “Waiting for Ticket Transfer” and the tickets have a problem, see “Get help” below.

For “Transfer Confirmed by Seller” or “Ticket Transferred”, report tickets you can’t access, tickets rejected at the venue, or details that don’t match your purchase. You can dispute before the event and up to 30 minutes after its listed start time.

See how to open a dispute and what evidence to include.

If a needed cancellation or dispute option is missing, you can’t submit, or the deadline passed before you could report the problem, contact us right away. This includes orders showing “Completed” or “Leave a Review”.

Include the order details and what happened. If you tried to submit, tell us when you tried and what you saw. Tell us if the event is soon.

Your payment isn’t sent straight to the seller when you buy. When you submit a dispute before the deadline, we pause the seller’s payout while reviewing the order.

We aim to start reviewing within 24 hours. We’ll check ticket details and evidence, contact the seller if needed, and follow up for anything else we need.

If our review finds a ticket problem, we’ll refund all or part of your payment to the payment method you used. We’ll explain the decision and confirm the amount. Most refunds appear within 5–10 business days after we issue them, depending on your bank or card provider. See when your refund will appear.