Open your order under Orders → Buy, then find your situation below.
If you need to submit a dispute, the deadline is 30 minutes after the event’s listed start time. Don’t wait for a seller reply or for every detail to be confirmed.
I haven’t received or can’t access my tickets
Check the transfer status on your order:
Waiting for ticket transfer: If you still want the tickets, tap Help → Contact Seller to find out when they’ll be sent. If you haven’t received or accessed the tickets and prefer to cancel, tap Help → Cancel Order, if available.
Ticket transferred: Open the tickets attached to your order, or check for them using the delivery method shown in the listing. If the seller sent a transfer invitation, follow it to accept the tickets.
For help finding your tickets or accepting a transfer, see What should I do if I haven’t received my tickets?.
My tickets don’t match the listing
Compare your tickets with the listing, including the event, date, time, venue, seats, and quantity. If the seller sent the wrong tickets, tap Help → Contact Seller to ask for the correct ones.
Save screenshots of any difference or ticket restriction that wasn’t disclosed. These help us review what you received against what you bought.
My ticket doesn’t work at the venue
Ask the box office or venue staff to check the ticket and explain why it isn’t being accepted. If it still won’t work, save any scan error or explanation they can provide.
See What do I do if my ticket doesn’t work at the door? for the steps to take while you’re there.
The ticket price looks too high
Compare the resale ticket price with what the seller actually paid, including original purchase fees. A lower printed face value alone doesn’t necessarily mean you were overcharged.
See Why does the ticket show a lower price than what I paid? for what to check and how to raise a pricing concern. If information is missing, submit with what you have before the dispute deadline.
Reporting an unresolved ticket problem
If a ticket or pricing problem hasn’t been resolved, submit a dispute from Orders → Buy → select your order → Help → Dispute. You can do this once the seller has confirmed the transfer in Theatr, including before the event.
Explain what happened and include the evidence you have before the deadline. For the full steps and examples of what to include, see How do I open a dispute?.
We’ll review the order and the evidence you provide to decide whether a full or partial refund is appropriate. Any approved refund will be sent to your original payment method.
Keep the tickets, transfer records, and supporting evidence while the review is in progress.
What if the cast changes?
A cast change does not automatically qualify for a refund through Theatr.
If your order shows Waiting for ticket transfer, you have not received or accessed any tickets, and Cancel Order is available, tap Help → Cancel Order.
If you already have the tickets or cancellation is unavailable, contact the seller to ask whether the production or original ticket provider offers an exchange, credit, or refund. The seller may need to make that request as the original purchaser. These options aren’t guaranteed. If you can’t reach the seller, contact Theatr Support.
If no exchange, credit, or refund is offered and you can no longer attend, you may be able to relist eligible tickets on Theatr.
Still need help?
If you’re unsure what to do or have a question about your order, contact Theatr Support. If you’re already speaking with us, continue that conversation.
If the app won’t let you submit a dispute while you’re still within the window, let us know right away with your order details and what happened.