If you encounter an issue with an event ticket, you can initiate a claim through your account by going in “My purchases” and opening a claim or with the help of our customer support. Claims are managed based on specific procedures to ensure efficient and fair resolution.
What reason should I select for my claim?
There are three main reasons a claim can be opened and they can vary depending on the timing of the event and the nature of the issue:
Before the Event:
We’ll first check with you to see if the issue is resolved.
If unresolved, we may contact the seller to confirm ticket delivery.
If the seller provided the correct ticket(s) according to our terms, the claim may be denied.
After the Event:
You may be asked to provide proof (e.g., denied entry documentation).
If you cannot provide proof, additional steps may apply to verify the claim.
Once validated, if the issue persists, a refund may be initiated in accordance with our TicProtect.
What proof do I need if I was denied access to the event?
Proof requirements may vary, but typically include:
Documented Confirmation: Ideally, an official document from the venue or ticket office with information on the event, date, and seats that were denied entry.
Email Confirmation: If a physical document isn’t available, email confirmation from the venue may be acceptable.
Affidavit: If neither of the above is available, an affidavit may be requested to verify denied access.
Note: You will be guided through the affidavit process if it’s required.
What is an affidavit, and when is it necessary?
An affidavit is a legal document verifying that you were denied access to an event. This is requested only when other proof options are exhausted. We’ll provide you with a template and instructions if this step becomes necessary.
How is the seller involved in the claim process?
What happens if I was denied access to an event?
If you claim denied access, the seller will be contacted and given an opportunity to provide proof that the tickets were valid and used as intended. The seller usually has three days to submit this evidence. Once the information is received, the case will undergo further review to determine the next steps.
What if my tickets were delivered late?
Tickets should be delivered by the "Latest Delivery Date" displayed on your order in your account. If a claim is opened due to late delivery, the seller will be notified and asked to arrange immediate delivery of the tickets.
What if the tickets I received are incorrect?
If the tickets you received don’t match what was advertised, the seller will be required to provide proof of the tickets they delivered. If it’s determined that the wrong tickets were sent by mistake but the seller has the correct ones available, arrangements can be made for the incorrect tickets to be returned, and the correct ones issued to you.