We're a marketplace, but we're also fans who know what it feels like when something comes between you and seeing the bands and teams you love. That's why we believe that going above and beyond to help you is the only way to go. So if you ever have a question or concern, give us a call and we'll do our best to help.
In the meantime, here are a few examples of how the FanProtect™ Guarantee protects you and your tickets. Check out the full policy to see exactly what's covered.
It's two days before the event, and my tickets haven't arrived
Contact us with your order number and let us know. We will try to locate your tickets. If we can't, we'll replace them with tickets that are as good as, or better than, the ones you bought or provide you with a full refund, including delivery fees.
I have my tickets and I'm at the event, but I can't get into the venue
We have an excellent Trust and Safety team dedicated to preventing problems just like this. If you can't get into the venue because there is something wrong with the tickets, call us immediately on 0800.358.8585. Our Customer Service team will immediately start working on finding you tickets that are as good as, or better than, the ones you bought. If for some reason they're unsuccessful, you will get a full refund.
My event was just cancelled or postponed
If your event gets moved to a new date or venue, we'll email you the info you need about the new date or new location. If replacement tickets are required for entry to an event that was moved or postponed, we'll work to get replacement tickets for you. If we can't get you replacement tickets or if the event is cancelled, you can return your unused tickets for a full refund.
Ok, but now I can't make the event on the date it was rescheduled
You can always list your tickets on StubHub and give someone else a chance to buy them. But we understand that's not always possible. If you can't make the rescheduled date, you can return your tickets to us for a credit towards a future purchase.
I have no idea where I put my tickets!
The first thing to do if your tickets are lost or stolen is to contact us with your order number. We'll contact the seller to see if they can get the tickets reissued. While sellers aren't always able to get tickets reprinted, we'll do our best to help you out.
I accidentally bought tickets for the wrong date or event
We all make mistakes. And if you make one on StubHub, it's easy to re-list your tickets. Just go to My Account and click the link next to the tickets you want to re-list. If you need help, give our Customer Service team a call. We can even help you find tickets for the date or event you wanted to buy for.
I just got my tickets and they aren't the ones I ordered
If it's prior to the event and the tickets you received are not the ones you ordered, give us a call. We'll find you replacement tickets that are comparable to, or better than, the tickets you ordered or we'll give you a refund for the full cost of the tickets.
My seats weren't what I was promised on the site
We do our best to make sure sellers properly represent the quality of their seats. But we know it can be difficult to identify all the details that create a great experience. So, if for some reason, your seats were different from how they were represented on the site, let us know after you attend the event and we will provide you with a credit towards a future purchase.
FanProtect™ Guarantee for sellers
The StubHub FanProtect™ Guarantee is our promise that you'll get paid for all sales you complete as promised in your listing. We'll handle all direct communication with the buyer so you never need to worry about it.
Read on to see some examples of how the FanProtect™ Guarantee can work for you, and then check out the full policy to see exactly what's covered.
I sent the tickets to the buyer as instructed, but there was an issue with the delivery that was out of my control. Will I still get paid?
Yes. As long as you've followed all of the steps to send the tickets to the buyer, on time and as promised in your listing, we guarantee your payment.
The event I sold tickets for got cancelled. What happens to my payment?
We know that you can't control everything, but you won't be paid for ticket sales to events that are cancelled and not rescheduled. If you have not received your payment yet, we'll just cancel it. If you already received your payment, we'll charge the exact amount of the payment on the payment method you keep on file with us.
The event I sold tickets for got postponed and was rescheduled for a later date. What happens to my payment?
As long as you fulfil and deliver the tickets you sold as promised, you'll receive your full payment - even if the event is rescheduled.
I sent the wrong tickets to the buyer. What should I do?
Everyone makes mistakes. As long as you have the correct tickets and there's still time to get them to the buyer before the event, you're covered. Give us a call as soon as you notice the error so that we can help you sort this out. We'll also try to get the tickets you mistakenly sent returned to you.
Buy safely on StubHub
Only tickets you buy on StubHub are covered by our FanProtect™ Guarantee. Watch out for sites, listings and emails that misuse or attempt to mimic the StubHub brand and request payment for tickets.
Unfortunately, not all ticket listings on the web are genuine. You may find ticket listings on sites other than StubHub that mimic our appearance and use our FanProtect™ Guarantee language to trick you out of your money.
How to spot fraudulent ticket listings
Beware of fake ticket listings, emails and sites. Ticket scams on sites such as classified advertising or ticket resale websites may use the StubHub brand to lure you into buying.
Here are some clues that mean you're looking at phoney tickets:
Listings on other sites that appear to be connected to StubHub and use the FanProtect™ Guarantee
Listings claiming affiliation with StubHub that send payment requests by email. When you buy tickets on StubHub, you'll pay for them during checkout, and you won't get an email from us asking for payment
Listings claiming affiliation with StubHub and asking for payment by bank transfer or other payment transfer services
Emails about tickets from sites other than StubHub containing poor spelling and grammar and claiming to be backed by StubHub
Remember, the only way to buy tickets from the trusted sellers on StubHub is to buy them on StubHub sites or StubHub mobile apps.
Report the scams
Still not sure about a listing? Tell us. Send your concerns to Safety@StubHub.com . Our Trust and Safety group works to make our marketplace safe for you. Whether you're buying or selling tickets. we'll investigate and – when appropriate - refer cases to law enforcement for prosecution.