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 five main reasons a claim can be opened, and they can vary depending on the timing of the event and the nature of the issue:
The tickets were delivered too late for me to attend the event: this applies if you received the tickets too late and it was no longer possible to attend the event.
Wrong information on the ticket: this applies when the tickets you received do not match what the seller advertised (for example section, row, seat, category, or event).
Ticket didn’t work at the entrance: this applies if you were denied access at the event venue using the ticket(s).
I have not received my ticket(s): this applies when the latest delivery date has passed and you still have not received the tickets.
The event has been cancelled: this claim type allows you to notify us that the event has been cancelled.
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 the TixProtect Program.
What happens after I open a claim?
Some claims can still be resolved before the event takes place. In those cases, our priority is to help the seller deliver the correct tickets so you can attend the event.
If the event has already passed and the issue cannot be resolved, the claim will move to the investigation process.
When a claim requires investigation:
Both buyer and seller will have 7 days to submit evidence.
Evidence can be provided by adding notes and documents directly to the existing claim.
The exact deadline will be displayed in the order related to the claim.
After the deadline is reached, no additional evidence can be considered.
Our Customer Support team will then analyze all the information submitted by both parties.
Can I add more information after opening a claim?
When a claim requires investigation, you will be able to continue adding notes and documents after submitting a claim.
To do this, open the “Claim Notes” within your order and use the “Add to Claim” option.
Please note:
A maximum of 5 documents can be uploaded per claim.
You may continue adding notes even after submitting the claim.
If you already uploaded 5 documents when opening the claim, you will only be able to add notes later.
When will the claim be resolved?
Once the evidence deadline has passed, our team will review the case and make a decision based on the information submitted.
Most claims are resolved within 14 days, although the process may take longer during busy periods.
Can I see the information submitted in the claim?
Yes. Both buyers and sellers will be able to see the full history of the claim, including:
Notes added by both parties
Documents uploaded as evidence
The history of the claim
This ensures full transparency throughout the process.
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.