Ten years ago a ticket was a PDF you printed. Today, for most major events, a ticket is an entry in an account that gets moved from one account to another. That shift is why the most common support call in resale is some version of "I bought these three weeks ago and I still have nothing".
What actually happens
- You buy. The seller is notified and the order is confirmed.
- The seller initiates a transfer to your email address through the ticketing platform the event uses.
- You get an email from that platform, not from us, inviting you to accept.
- You accept into your own account. The barcode is now yours and the seller's copy is dead.
Step four is the one people skip. An unaccepted transfer is not a ticket. Accept it the day it arrives, not the morning of the event when you are in a taxi with no signal.
Why it is late — and why that is usually fine
Many venues and promoters instruct that transfers cannot be released until a set window before the event, often 48 to 72 hours, sometimes the day of. This is an anti-fraud measure, and it applies to everyone equally. It has nothing to do with whether your specific order is sound.
So a three-week gap between purchase and delivery is normal for a lot of events. The guarantee commits to delivery before the event, which is the promise that actually matters.
When to worry: inside 48 hours with nothing received and nothing in spam. Call (877) 225-8425 at that point and we will chase it.
Practical rules
- Use the same email you bought with. A transfer sent to an address you cannot access is the single most common self-inflicted problem.
- Check spam and promotions folders. Transfer emails are automated and land there routinely.
- Screenshots do not work. Modern mobile tickets use a rotating barcode. A screenshot will be refused at the gate.
- Download before you travel. Venue wifi and cellular are unreliable at capacity. Add the ticket to your phone's wallet in advance.
- Charge your phone. A dead phone is a lost ticket. Many venues will not print a replacement for a resale ticket.
Sending tickets to the people you are going with
You do not need to arrive together. Once tickets are in your account you can transfer individual seats to each person, and each scans their own phone. Do it the day before, and confirm each person has accepted, because an unaccepted transfer at the gate is still your problem.
If something fails at the gate
Call (877) 225-8425 while you are standing there rather than leaving. A resolution while you are at the venue is worth considerably more than a refund the following day, and it is frequently achievable. See the guarantee for what is covered.