Theatr’s team can help when tickets you bought through Theatr don’t arrive when the seller agreed to send them, don’t match your purchase, or won’t scan at the venue.
Your payment and any refund
Your payment isn’t sent straight to the seller when you buy. When you submit a dispute no later than 30 minutes after the event’s listed start time, we pause that order’s payout while we review the problem.
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.
We aim to start reviewing what you send within 24 hours. We’ll check the ticket details and evidence, contact the seller if needed, and follow up with you for anything else we need.
Report a ticket problem
You can submit a dispute before the event and up to 30 minutes after its listed start time.
Open Orders, choose Buy, and select your order.
For “Transfer Confirmed by Seller” or “Ticket Transferred”, tap Help, then Dispute, and submit your report.
See how to open a dispute for the full steps.
If you can’t submit before the deadline, see “Get help” below right away.
Waiting for Ticket Transfer
Check Help for Cancel Order. You can cancel up to 30 minutes after the event’s listed start time when that option is available and you haven’t received or accessed any tickets. For a missing option, see “Get help” below.
Tickets never arrived
When you never received the tickets and the seller never confirmed the transfer, we’ll check with them. If they can’t show the tickets reached you before the show, you’ll get a full refund.
Get help
If a needed cancellation or dispute option is missing, you can’t submit, or the deadline has passed, contact us right away.
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.
Changes to your plans or the event
Theatr Protection covers ticket problems. It doesn’t cover a cast change, or a change of plans after you’ve received the tickets or the seller has confirmed the transfer.
For changed plans, see your cancellation options. You might also be able to relist eligible tickets for a future event.
For a canceled or rescheduled event, see what happens to your order.