Who is selling the tickets?

StubHub does not buy or sell tickets. The tickets on StubHub are listed and priced by other fans, and may be either above or below face value depending on the event.

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For buyers

We guarantee...
  • You'll get the tickets you ordered in time for the event and they'll be valid for entry
  • If any of the above does not occur, we'll locate comparable replacement tickets or send you a refund
  • We handle all customer support issues, so sellers will never contact you directly
  • You'll get a refund if your event is cancelled and not rescheduled

See what's covered

Read the full policy

FanProtectTM for Buyers

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 FanProtectTM 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 a full refund, including service and 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 at 1.866.STUBHUB (1.866.788.2482). 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, including service and delivery fees.

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, including service and delivery fees.

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. Just go to the 'Orders' section of My Account and click the link next to the tickets you want to re-list. We understand that's not always possible. So if you need help, please contact us.

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 support team a call. We can even help you find tickets for the date or event you wanted to buy for.

I just received 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, including service and delivery fees.

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 tough to identify all the details that make for 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.

 

For sellers

We guarantee...
  • It's free to list your tickets
  • You set your price and can adjust it at any time before your tickets sell
  • You'll get paid for all sales you complete as promised in your listing
  • You'll never have to deal directly with buyers

See what's covered

Read the full policy

FanProtectTM for Sellers

Millions of fans visit StubHub.com every month, which means there are a lot of potential buyers looking at your tickets. And our FanProtectTM Guarantee gives you access to all those fans, with our promise to handle all direct communication with them, so you never need to worry about it.

Read on to see some examples of how the FanProtectTM Guarantee can work for you, and then check out the full policy to see exactly what's covered.

I shipped 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 (e.g. credit card, debit card, PayPal account) 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 fulfill 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 sites or StubHub mobile apps 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.

Buy safely on StubHub

When you buy tickets on StubHub sites or StubHub mobile apps, you can be confident you're getting the real thing, and we back up that promise with our FanProtect™ Guarantee.

Unfortunately, not all ticket listings on the web are genuine. You may find ticket listings on sites other than StubHub sites or StubHub mobile apps 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 phony tickets:

  • Listings on other sites that appear to be connected to StubHub and use the StubHub FanProtect™ Guarantee
  • Listings claiming affiliation with StubHub that send payment requests by email. When you buy tickets on StubHub sites or StubHub mobile apps, 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 Western Union, cashier's check, MoneyGram, bank wire transfer, or other wire services
  • Emails about tickets from sites other than StubHub's 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.

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