If you see an order in the app or a charge on your statement that you don't remember, these checks usually explain it.
Check whether a seller accepted your offer
When you make an offer, the seller can accept it any time until it expires, which can be up to 6 days later. If they accept, your order is created and your payment goes through automatically, without you checking out again. We let you know when this happens, so check your notifications and email.
An accepted offer shows as an order in Orders → Buy. See How does Make Offer work?
Check your orders and account
Look under both tabs: In Orders → Buy, check Upcoming and Past. An order moves to Past when the event's listed start time arrives, or straight away if it's canceled.
Search your email: Look for messages from Theatr about an order or an accepted offer.
Check which account you're signed in to: If you've used more than one phone number or email address with Theatr, the order may be in another account. See Why can't I see my listings, orders, or offers after signing in?
Ask anyone who shares your card: Someone you share a card or Apple Pay with may have bought the tickets.
Match the charge to an order
Compare the amount and date of the charge with the order's Total Paid, which includes our service fee. A pending entry may be a temporary hold, for example for an offer, rather than a completed charge. If you see more than one entry for the same order, see Why do I see multiple charges or duplicate charges?
If you found the order but don't want it
The offer hasn't been accepted yet: Open it in Orders → Buy and tap Cancel Offer. You won't be charged, and we release the hold on your payment method.
The order shows “Waiting for Ticket Transfer”: If you haven't received any tickets, you can cancel it and get a full refund. Choose “I purchased by mistake” if that's what happened. See I bought tickets but I need to cancel. What do I do?
The seller has already confirmed the transfer: You can no longer cancel. The same article explains your options.
If you still can't explain it
Contact us through Profile → Settings → Contact Us. Include the amount and date of the charge, the last four digits of the card, and a screenshot of the entry. Don't send your full card number. If you're already chatting with us, continue in that conversation.
If you think someone used your card or your Theatr account without your permission, contact us right away so we can check the account. If your card was used without your permission, tell your bank or card provider too.