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CameronJ
Stubber

Ticket & Delivery Concerns - FAQ

Tickets

 

Q: How do I know my tickets are real?

 

A: No need to worry about your tickets! StubHub has reviews in place that cover all accounts, purchases, sales, and listings. The reviews help make sure issues with your tickets are rare. 

 

Q: The name is different on my ticket. Is this normal and can it be changed? 

 

A: It's common for you to get a ticket with someone else's name on it. Sellers are not able to alter/change details on their tickets as this could make them invalid. We're not able to ask the seller to change the name on the ticket.

 

Q: My ticket is a PDF or screenshot of a QR code. Can the seller use my ticket? 

 

A: Sellers know that when their tickets are sold to you, they no longer own the tickets. You do! Sellers are held liable if they cause problems with your purchase. 

 

Q: The price I paid is more than the price on the ticket. Why? 

 

A: Since StubHub is a marketplace where fans buy and sell ticketssellers set the prices of their tickets. This means they may be sold for more or less than face value.

 

 

Delivery

 

Q: When will I get my tickets?

 

A: You'll get them by the end of the day on your order's estimated delivery date. This day is based on when your seller expects to have the tickets (sometimes, it's close to the event due to the team or venue restrictions). 

 

To check your order's delivery status

  1. Go to My tickets > Orders (if you bought tickets as a guest, check your order confirmation email to see your order details)
  2. Review the 'Ready' date to see when you can expect the tickets
    • If they haven't been delivered yet, we'll send you an email when they're ready

 

Here are some examples! 

 

Website: 

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Email: 

 

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Q: Can I get my tickets delivered sooner? 

 

A: Tickets may come sooner but we guarantee them by the estimated delivery date with your purchase. We're not able to ask sellers to deliver tickets earlier than that date.

 

Q: Can I change how my tickets are being delivered?

 

A: Since there are several types of tickets you can buy on StubHub, they are delivered in many different ways. The seller may not have the option to change the delivery method of their tickets. Because of this, we're not able to reach out to a seller and ask that they deliver the tickets another way.

 

Q: Do I need to print my tickets? 

 

A: If your tickets are delivered as a PDF, they will need to be printed ahead of the event. If you forget to print your tickets, you can see if the venue will scan from your phone. However, we can't guarantee that they will be accepted at the venue.

 

Mobile tickets (QR code transfer or screenshot) cannot be printed and must be used on a mobile device. 

 

Q: My tickets show as delivered but I don't have them. What do I do? 

 

A: We can help! Please send a private message to any of our moderators so they can review. 

 

Q: I left my hard copy (UPS) tickets at home. Can I get reprints? Can someone take a picture and text that to me? 

 

A: We can contact the seller for you to see if your tickets can be reprinted. However, we can't guarantee this can be done since there can be restrictions on reprinting tickets. Please send a private message to any of our moderators so they can make this request.

 

A picture of your ticket will not be accepted at the gate and won't let you into the event. 

 

 

Have a question not answered?

 

Comment below and someone within the StubHub Community will answer!

110 REPLIES 110
jmolina
New User

Ticket Delivery

Bought tickets on Sunday, 5/19/19.  Supposed to be delivered by Tuesday, 5/21/19.  It is now Thursday, 5/23/19.  Event is Saturday 5/25/19.  No one to reach out to, to see what the issue is.  Expensive VIP tickets.  Someone let me know please!

 

Thanks!

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CameronJ
Stubber

Re: Ticket Delivery

@jmolina - So sorry for the concerns! If tickets have not arrived by the estimated delivery date of your order, we'll certainly want to review and see how we can help. You are always covered by our FanProtect Guarantee where we can figure out the options we have for you. Smiley Happy 

 

For any issue that is specific to your order or account, please send me or any Community Moderator a private message and include your email address and zip or postal code. 

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mcmsmith
Stagehand

Re: Ticket Delivery

What is the FanProtect? Will I get my money back if I don't get my tickets?
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AllyD
Moderator

Re: Ticket Delivery

Our FanProtect Guarantee ensures all tickets sold on our site are valid for entry and will come exactly as they are ordered. So, in the extremely rare case where there were any problems with your tickets, we will always look into replacement tickets for you first as our main goal is to get you to the event. If none are available, we will issue a full refund back to you. But I don't believe you'll need to worry as this case is very unlikely. https://www.stubhub.com/legal/?section=fp Please let me know if you have any further questions or concerns, we're always happy to help! 

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Clbeard1021
Team Mascot

Re: Ticket Delivery

I’ve been on hold for an hour for invalid tickets we were sold for an event last night. We were turned away at the gate. The seller had refunded the tickets and then sold them to us on the site. Waiting for someone to answer and get my money refunded. We were luckily able to buy tickets to the event at the venue ticket window. This happened to a lot of people at the show last night.
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Jalvarez_1994
Team Mascot

Re: Ticket Delivery

Did you ever get this resolved?
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Viahu
Team Mascot

Re: Ticket Delivery

I paid for 5 tickets and received 4 tickets and a parking pass. I was denied entry and had to purchase an additional seat at t the box office. I have been on hold for over an hour but I would prefer to resolve this over email
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Pupster
Team Mascot

Re: Ticket Delivery

I have 2 tickets tjhat were to be available 10/13/2021 and the show is tonight 10/14/2021 and I have not received email to transfer tickets yet. What should I do. The show is in 4 hours.

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LReed
Rookie

Re: Ticket & Delivery Concerns - FAQ

Hi there, I’m looking to buy BTS tickets and know that they have to be picked up by the original buyer from the venue on the day of the concert. Why then are they saying they’ll be delivered? Does that mean they’re fake tickets? Especially since we have no way of contacting the seller?
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