To report missing, incorrect or unusable tickets, open your order under Orders → Buy and tap Help → Dispute when available. We’ll review what happened and tell you the outcome.
Check the status and deadline
You can dispute orders showing “Transfer Confirmed by Seller” or “Ticket Transferred”, including Instant E-Ticket Transfer orders. Submit before the event or up to 30 minutes after its listed start time.
For a 7:00 pm event, the deadline is 7:30 pm even if the show starts late. On the day, your order shows the deadline. You can’t open a new dispute in the app after it.
If there’s time, you can ask the seller to resolve the ticket problem. You can submit a dispute with the evidence you have if it remains unresolved. If the deadline is close, you don’t need to wait for a reply. Messaging us doesn’t open an in-app dispute.
For “Waiting for Ticket Transfer”, Dispute isn’t available yet. Tap Help → Contact Seller, or cancel when available if you haven’t received any tickets. The cancellation deadline is also 30 minutes after the event’s listed start time. If that deadline has passed, see “Get help” below.
Disputes are for ticket problems. For changed plans, a mistaken purchase or help canceling a waiting order, see I bought tickets but I need to cancel. What do I do?
Submit your dispute
Open the order under Orders → Buy and tap Help → Dispute.
Choose the issue that matches what happened. If none fits, choose Something else and describe the problem.
Seller never sent the tickets also covers tickets the seller marked as transferred but you haven’t received or can’t open.
Tickets do not match the listing details also covers restrictions that weren’t disclosed.
Add at least one photo or screenshot.
Add other details that help explain the problem, then submit.
Get help
If a reporting option you need is missing, you can’t submit, or the deadline passed before you could report the problem, contact us right away. We’ll investigate and explain the next steps.
Include the order details and what happened. If you tried to submit, include when you tried, what you saw and an error screenshot if available. If the deadline has passed, explain why you couldn’t submit in time.
For an officially canceled event, see What if the event is canceled or rescheduled? This also covers learning about the cancellation after the deadline.
After the deadline, we’ll check with the seller if you never received tickets and they never confirmed sending them. If they can’t show the tickets reached you before the show, you’ll get a full refund.
Add evidence
Include when it happened and what you tried. If venue or box office staff turned you away, tell us what they said and whether you eventually got in.
The ticket, a scan error, or a message or photo from the venue or box office.
A screenshot from the original platform showing missing tickets or why they won’t open.
Listing or order details showing what you bought, including any restriction that wasn’t disclosed, such as a partial view.
Messages with the seller, original platform or venue.
Receipts for extra costs caused by the problem, such as replacement tickets, so we can consider them.
For a pricing dispute, compare what the seller charged per ticket with what they originally paid, including fees. If the seller charged more, choose Tickets were sold above price paid. The printed face value alone doesn’t tell you what they paid. Add the order’s price breakdown and the seller’s proof of purchase if available. See Why does the ticket show a lower price than what I paid?
After you submit
We’ll update you by email. You can also check the order’s status. The seller won’t be paid during the review.
We aim to start reviewing within 24 hours of receiving your dispute. We’ll check the order and information from you and the seller.
If we ask for more information, reply by the deadline in our email. If we still haven’t heard from you after a reminder, we might decide using the information we have.
We’ll explain our decision and any refund. If we issue a full or partial refund, we’ll confirm the amount and return it to your original payment method. See I got a refund. When will it show up in my account?
An on-time dispute can stay under review after the deadline. To add information or tell us the problem is resolved, reply to our email.