If the seller has confirmed the ticket transfer but there is a serious problem with the ticket or order, you can open a dispute from the order page.
Disputes are time-sensitive, so submit one as soon as you notice the issue.
When should I open a dispute?
A dispute may be appropriate if:
The ticket does not scan or is rejected at the venue.
You received the wrong event, date, time, section, row, or seat.
An important ticket restriction, such as a partial or obstructed view, was not disclosed.
The seller marked the tickets as transferred, but you still cannot access them.
The tickets otherwise do not match the listing.
The ticket was sold above the amount the seller actually paid per ticket including original purchase fees.
Changing your mind or no longer being able to attend is not a ticket dispute.
If the seller has not confirmed the transfer, you may see Cancel Order in the Help menu instead. If the tickets have already been transferred, the order cannot be canceled through that flow, but eligible tickets may be relisted on Theatr.
When do I need to submit the dispute?
You can submit a dispute once the seller has confirmed the transfer in Theatr, including before the event. Submit no later than 30 minutes after the event’s listed start time.
Check your tickets and the listing’s proof of purchase promptly. If something is wrong or information is missing, submit a dispute with the evidence you have before the deadline. Don’t wait for the seller to reply or for all the details to be confirmed.
If the app won’t let you submit within the window, contact Theatr Support right away with your order details and what happened.
How to open a dispute
Open the Theatr app.
Tap Orders → Buy.
Select the affected order.
Tap Help in the upper-right corner.
Tap Dispute.
Choose the issue that best matches what happened.
Describe the problem and upload any supporting information.
Submit the dispute.
Sending Theatr Support a message does not replace submitting the dispute through the order page when that option is available.
What proof should I include?
Upload anything that helps show what happened, such as:
A screenshot or photo of a scan error, rejection message, or venue denial.
A screenshot showing the ticket’s event, date, time, or seat information.
A screenshot showing an undisclosed ticket restriction.
A screenshot from the original ticketing platform showing that the ticket is missing or inaccessible.
Relevant messages with the seller, ticketing platform, or venue.
For a pricing concern, choose “Tickets were sold above price paid” and include the listing price and available proof of what the seller actually paid, including original purchase fees. The receipt should show the ticket details and quantity. A lower printed face value alone does not establish overcharging.
Clear screenshots and a detailed explanation help us review the dispute fairly.
What happens after I submit?
The order and seller payout will remain paused while the dispute is reviewed.
We’ll review the information you submitted within 24 hours and follow up if we need anything else. We may also contact the seller and ask for supporting information.
The review determines whether a refund is appropriate and whether it should be partial or full. Any approved refund will be sent to the payment method used for the purchase. The time it takes to appear may depend on your bank or card provider.
If the issue is resolved after you submit the dispute, let us know so the review can be updated.