Updated Information About Event Status, Refunds, and Options

Last Updated 1/1/2021

For your convenience, we have gathered, below, a list of answers to questions you might have about COVID-19 impacted events.  As always, the best source of up-to-date information about your event is in your Ticketmaster account, and our Purchase Policy details the policies applicable to events that have been canceled, postponed, rescheduled, or moved.

The below FAQs are subject to—and any request for a refund or credit is governed by—our Terms of Use, Purchase Policy, and the Terms Regarding Certain Canceled, Rescheduled and Postponed Events (COVID-19). You should read those policies carefully before choosing any refund or credit option.

 

What You Need to Know About Your Event Status

What does it mean if my event is postponed?

If an event has been postponed, it means the Event Organizer is still working to determine whether the event will be rescheduled or canceled; in the meantime, your tickets (including any updates or add-ons, such as parking) are still valid and no further action is required. When the Event Organizer cancels or reschedules the event, we’ll notify you of the new status and explain your options. Also, in some instances, the Event Organizer may give you the option to request a refund, or the option to choose between a refund or a credit. If that is the case, we will notify you of those options. Please note that any refund and/or credit policies are determined on an event-by-event basis by the Event Organizers, and may be subject to limitations set by the Event Organizer.  See our Purchase Policy for more information.

What does it mean if my event is rescheduled or moved?

If an event is rescheduled or moved, your tickets (including any upgrades or add-ons, such as parking) are still valid for the new date and no further action is required. In some instances, the Event Organizer may give you the option to request a refund, or the option to choose between a refund or a credit. If that is the case, we will notify you of those options. Please note that any refund and/or credit policies are determined on an event-by-event basis by the Event Organizers, and may be subject to limitations set by the Event Organizer.  See our Purchase Policy for more information.

What does it mean if my event is canceled?

If an event is canceled, no action is required to obtain a refund; we will issue a refund to the original method of payment used at time of purchase, once funds are received from the Event Organizer (exceptions include MLB games and the US Open).* In some instances, the Event Organizer may give you the option to request a refund, or the option to choose between a refund or a credit. If that is the case, we will notify you of those options. Please see our Purchase Policy for more information.

* Special rules apply to certain kinds of tickets (including transfer tickets and tickets you purchased but then resold). Please see “Figuring Out Your Order Eligibility,” below, and our Purchase Policy, for more information.

Where can I find the status of my event and tickets?

If the Event Organizer changes the status of an event, we will send you a notification. For the most up-to-date information regarding schedule changes and any credit and/or refund options, please sign into your online account, then select your event. You can also find a comprehensive list of events with status and scheduling changes on our Event Status Update page.

My event has been canceled, postponed, rescheduled, or moved, but I did not receive a notification. What do I do?

If you cannot locate your notification, please sign into your online account for the most current information on the status of your event. If you still have questions, please contact Fan Support for more information.

 

Figuring Out Your Order Eligibility

How do I know if my order is eligible for refunds and/or credits?

If the Event Organizer changes the status of an event, we will send you a notification explaining your options. For the most up-to-date information regarding whether your order is eligible for a refund and/or credit, please sign into your online account, then select your event.

I received a ticket via ticket transfer, can I get a refund or credit?

No. We are only able to refund the person who purchased tickets directly from us. If the tickets were transferred to you, you’ll need to transfer them back to the original purchaser (i.e., the person who purchased the tickets at issue directly from Ticketmaster or Live Nation) in order for them to take advantage of whatever options the Event Organizer is providing for that event.

Please see our Purchase Policy for more information.

I transferred a ticket, can I get a refund or credit?

To be eligible for any available credits or refunds, you must have purchased your tickets directly from Ticketmaster or Live Nation, and the tickets must be transferred back to your online account. Once the tickets have been transferred back to you, please contact Fan Support to complete your request.

Please see our Purchase Policy for more information.

I sold my tickets through Ticketmaster.com, Ticketmaster.ca, or Livenation.com, can I get refund or credit?

If you have sold your tickets for the canceled event through Ticketmaster.com, Ticketmaster.ca, or Livenation.com (i.e., you resold your tickets through one of those sites, and you’ve been paid for them), your credit card on file will be charged to refund the buyer of your tickets and if successful, the tickets will be placed back on your account. Then, you’ll receive a refund for your original purchase (to the original method of payment used at the time of that purchase) once funds are received from the Event Organizer. No action is required for you to receive the refund. In some cases, the Event Organizer may also give you the option to choose either a credit or a refund; if so, we will send you a notification explaining your options, and how to submit a request for a credit.

If you have sold your tickets for the postponed, rescheduled, or moved event through Ticketmaster.com, Ticketmaster.ca, or Livenation.com (i.e., you resold your tickets through one of those sites, and you’ve been paid for them), your tickets will be returned to your account if: (1) the Event Organizer has authorized refunds, and (2) the buyer has requested a refund. Should this occur, your credit card will be charged to refund the fan who purchased your tickets. Once your tickets are returned to your account, you may have the option to request a refund or credit, keep your tickets for the event, or, if available, repost your tickets for sale. Please note that any refund and/or credit policies are determined on an event-by-event basis by the Event Organizers, and may be subject to limitations set by the Event Organizer.

Please see our Purchase Policy for more information.

I purchased tickets to an event through a secondary or resale website. What are my options?

If you purchased a ticket from another site, you will need to reach out to your original point of purchase for your refund and/or credit options, if available.

If you purchased a verified resale ticket through Ticketmaster or Live Nation, and your event is postponed, rescheduled, canceled, or moved, you will receive a notification explaining any refund and/or credit options available to you. For the most up-to-date information regarding whether your order is eligible for a refund and/or credit, please sign into your online account, then select your event. Please see our Purchase Policy for more information.

I purchased tickets to an event at the box office. What are my options?

If you purchased tickets to an event that has been canceled at the venue’s box office, you will have the ability to choose your refund options in person, 30 days from when the box office reopens. Options may vary for rescheduled events, and you will need to contact the box office where you purchased your tickets for more details. For the latest box office information, search for the venue on Ticketmaster.com and select Venue Info.

 

Details on Refunds and Credits

What happens if refunds are approved for my event?

If the Event Organizer approves refunds, we will send you a notification explaining your options, and whether there are any steps you need to take to obtain a refund; your online account will also contain up-to-date information. Any and all available refunds will be processed to the original method of payment used at time of purchase, once funds are received from the Event Organizer. Please see our Purchase Policy for more information.

Please Note: All requests for refunds are final and cannot be changed once initiated.

How long does it take to get my refund after I’ve submitted my request?

Timing may vary. We will process your refund once funds have been approved by, and received from, the Event Organizer, which is usually completed within 30 days.

What are credits and how do they work?

The Event Organizer may provide the option to request a credit for canceled, postponed, rescheduled, or moved events; if so, we will send you a notification, and you can submit a request for credit in your account. Credits are provided by the Event Organizer, and not by Ticketmaster. Credits may be applied toward the purchase of eligible event tickets and ancillary purchases (such as parking) at the same venue (or, in some cases, at one of a number of venues designated by the Event Organizer) during the timeframe specified by the Event Organizer. Credits cannot be used for resale tickets, third-party tickets, ticket insurance, or gift cards. The Event Organizer will determine which future events, venues, and ancillary purchases are eligible, as well as the amount of the credit (including any potential promotional amount). The amount of the credit will always include at least 100% of the price of the original ticket(s), plus fees and taxes. The amount of the credit will not include any additional add-ons or upgrades included in your original purchase (such as parking), which will be refunded to your original method of payment used at time of purchase. Once you’ve requested to receive credit and we’ve verified your order is eligible for credit, we’ll send you a credit code which you can use for eligible purchases, along with instructions for redeeming that credit. Please note that credits typically have an expiration date, and must be used before that date. The email that you received with your credit code will contain the expiration date for your credit; you can also find the expiration date in your online account, under “Gift Cards & Codes.”

Credits are non-transferable, may not be sold, are not redeemable for cash, and may not be combined with other promotions. Credits may not be applied to previously placed orders and may not be redeemed to purchase tickets for the same event as the tickets in your original purchase for which you accepted the credit.

Please Note: All requests for credits are final and cannot be changed once initiated.

Please see our Purchase Policy for more information.

Can I get a partial refund or split my options between a refund and credit?

If the Event Organizer offers you a choice of either a refund or a credit, you cannot get a partial refund; whatever selection you make (i.e., refund or credit) will apply to your entire order, and cannot be split between refund and credit.

Will I get a refund or credit for add-ons or upsells that I bought with my tickets (e.g. VIP Club, Lawn Chair, Parking, Fastlane, etc.)?

If the Event Organizer authorizes refunds and/or credits, and you choose to request either a refund or credit, the cost of your upgrade will be refunded to your original method of payment used at time of purchase.

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