Some tickets aren't sent to you electronically. Instead, you pick them up at the box office, or the seller hands them to you in person. The listing shows which method applies and when the handoff happens, and your order shows the same details after you buy.
Before you buy
Check when the handoff happens, and make sure you can get to the box office or meet the seller then. If the listing says “Timing will be coordinated”, you'll agree on a time with the seller after you buy.
Arrange the pickup or handoff
After you buy, contact the seller to confirm the details: open the order and tap Help → Contact Seller. This opens your messages or email app with the seller's contact details.
For a box office pickup: Ask whose name the tickets are under, and whether the box office needs anything from you, such as photo ID or a confirmation number.
For an in-person handoff: Agree on a time and a public place to meet, such as near the venue entrance.
Never pay the seller anything extra or outside Theatr. Payments made outside Theatr aren't protected.
What your order shows
“Waiting for Ticket Transfer”: The seller hasn't confirmed the handoff yet. If you haven't received any tickets, you can still cancel.
“Transfer Confirmed by Seller”: The seller has confirmed with you that the handoff will happen later, as you agreed. You can no longer cancel the order.
“Ticket Transferred”: The seller has confirmed that the tickets have been handed over or arranged. This can show before you actually pick them up.
When you get the tickets
Check them straight away: the event, date, seats and number of tickets. If anything is wrong, tell the seller while you're still together, or contact them right away.
If the box office won't release the tickets, ask the staff why, and take a photo or note what they told you.
If something goes wrong
If the box office won't release the tickets, the seller doesn't show up, or the tickets aren't what you bought, open a dispute from the order and choose the issue that matches what happened. Add photos, such as from the box office or of your messages with the seller.
Submit no later than 30 minutes after the event's listed start time, even if you're still trying to reach the seller. See How do I open a dispute?
If your order still shows “Waiting for Ticket Transfer”, you can't open a dispute yet, but you can cancel the order if you haven't received any tickets. See I bought tickets but I need to cancel. What do I do?
Need help?
Open the order, tap Help and choose the option to contact us. If the show is soon, tell us its start time. If you're already chatting with us, continue in that conversation.