Help centre

Answers to common questions about filing a claim, eligibility, fees, and what to expect throughout the process.

What is TickHelp?
TickHelp is a consumer claims service that helps ticket buyers recover refunds and compensation from secondary ticket marketplaces — StubHub, SeatGeek, Vivid Seats, Ticketmaster, and others — when something goes wrong with their order. We work on a no-win, no-fee basis: our 30% success fee is charged only if we recover money for you.
How much does TickHelp cost?
Filing a claim with TickHelp is free. If your claim is assessed as eligible and we recover money for you, our success fee is 30% of the total recovery — refund plus any compensation. If we recover nothing, you owe nothing. There are no upfront charges and no hidden fees.
What kinds of ticket problems can TickHelp help with?
TickHelp helps with a range of secondary-marketplace problems: tickets that were never delivered, tickets that were invalid or rejected at the gate, events that were cancelled without a refund being issued, tickets that did not match what was listed (wrong seats, wrong event), and marketplace guarantee claims that were denied. We review each situation individually — eligibility is not guaranteed.
Which marketplaces does TickHelp cover?
TickHelp currently covers claims against StubHub, SeatGeek, Vivid Seats, Ticketmaster Verified Resale, Viagogo, and several other secondary ticket marketplaces. When you file a claim, we'll let you know if your specific marketplace is within our current coverage.
How do I start a claim?
Go to the 'File a claim' page and answer a few questions about your order and the problem. The process takes a few minutes. After submitting, we review your claim and let you know whether it's eligible — usually within a short time. If eligible, you'll receive an estimated recovery range and the option to proceed on a no-win, no-fee basis.
Is TickHelp a law firm?
No. TickHelp is not a law firm and does not provide legal advice. We are a consumer claims service. The information on our site is general in nature and should not be relied on as legal advice for your specific situation. We do not guarantee any outcome.
How does TickHelp decide if my claim is eligible?
We assess your claim based on the nature of the problem, the marketplace's buyer-protection terms, applicable consumer protection law, and the evidence available. Each claim is reviewed individually. We provide a claim score — an assessment of the relative strength of your claim — along with an estimated recovery range for eligible cases. A claim score is an assessment, not a guarantee.
What does my claim score mean?
Your claim score reflects how strong we believe your claim is based on the information you provided. A higher score means a stronger claim with better odds of recovery; a lower score means a weaker claim where recovery is less certain. The score is an internal assessment tool — it is not a binding prediction of the outcome.
How quickly will I get a decision on my claim?
Most claims receive an initial eligibility decision within a short time of submission. Complex cases or those requiring additional document review may take longer. You'll be notified by email at each stage of the process.
Why wasn't my claim eligible?
Claims may be assessed as not eligible for several reasons: the problem falls outside our current coverage, the marketplace's terms appear to cover the situation but there isn't sufficient evidence to pursue it effectively, the amount is below our minimum, or the claim appears to have a low probability of recovery. If you believe our assessment was incorrect, you can provide additional information or evidence.
Is there a minimum claim amount?
Yes. We have a minimum order value requirement — your total ticket purchase must meet this threshold for us to take on the claim. The exact minimum is shown during the claim filing process. Claims below the minimum are outside our current scope.
Is there a time limit on filing a claim?
Time limits vary depending on the marketplace and the type of problem. Credit card chargeback windows (typically 60–120 days from the transaction or event date) and marketplace claim windows (typically 5–10 days after the event) can be tight. The sooner you file, the more options remain available. We recommend filing as soon as possible after discovering the problem.
Can I file a claim if someone else bought the tickets for me?
We can review claims where you were not the original purchaser, but the situation is more complex. The claim typically needs to be pursued by the account holder who made the purchase. Let us know the circumstances when you file and we'll assess whether we can help.
When do I pay TickHelp's fee?
You pay nothing upfront. TickHelp's 30% success fee is charged to your saved card only after money is actually recovered for you. 'Recovery' means a refund or compensation payment from the marketplace — not a settlement offer you have not yet received. You will receive advance notice before any charge.
What if TickHelp recovers nothing?
If we do not recover any money for you, you owe nothing. The no-win, no-fee promise is unconditional — there are no administrative fees, no filing fees, and no charges for work done on an unsuccessful claim.
Is the fee calculated on the refund, compensation, or both?
The fee is 30% of the total recovery — the combined total of any refund and any compensation recovered. For example, if the marketplace refunds $400 and pays $100 in compensation, the total recovery is $500 and the fee is $150. You receive $350.
Why do I need to save a payment card?
We ask you to save a card on file so that we can charge the success fee after recovery without requiring additional action from you. We use Stripe for secure card storage. Your card is not charged at the time you save it — it is only charged after we confirm a recovery and provide advance notice.
Is my payment information secure?
Yes. Card information is stored securely through Stripe, a PCI-DSS-certified payment processor. TickHelp does not store your full card number — only a tokenised reference that allows us to charge the success fee at the appropriate time.
Is the fee deducted from my refund?
No. TickHelp's fee is charged separately to your saved card after recovery. The marketplace sends your refund directly to you — to the original payment method or as agreed with the marketplace. The fee is an independent charge for our service, not a deduction from what the marketplace pays you.
How do I check my claim status?
You can check your claim status at any time using the 'Track your claim' page. Enter your case number and the email address you used when filing. You'll see a full status history and any actions needed from you.
How long does it take to resolve a claim?
Resolution time varies significantly depending on the marketplace, the type of problem, and the escalation path required. Some claims resolve in a few weeks; others may take longer if escalation through consumer protection channels is required. We keep your case status updated throughout the process.
Can I contact my case manager directly?
Yes. Once your claim is accepted, you can send messages through the case page on your status portal. Your case manager will respond there. You can also reply to any email you receive from TickHelp.
What do the different case statuses mean?
Status labels reflect where your claim is in the process: 'Pending review' means we are assessing your claim; 'In progress' means we are actively pursuing the marketplace; 'Needs documents' means we need additional evidence from you; 'Recovery secured' means the marketplace has agreed to a payment; 'Closed' means the case has concluded.
Can I cancel my claim?
Yes, you can cancel your claim before we have secured a recovery. Once a recovery is in progress or completed, cancellation is not possible. To cancel, send a message through your claim's status page.
What happens after I accept the fee agreement?
After you accept the fee agreement, we actively pursue your claim with the marketplace. This may involve sending formal demand letters, escalating through consumer protection channels, or pursuing other recovery mechanisms. We will keep you updated through the claim status page and by email at key milestones.
What documents should I upload with my claim?
The most useful documents are: your order confirmation email, any communication with the marketplace about the problem, screenshots of your account showing the issue, venue rejection notes or incident numbers (for invalid-ticket situations), and the event cancellation announcement (for cancelled-event claims). Upload whatever you have — incomplete documentation is better than none.
What file types does TickHelp accept?
We accept JPG, PNG, PDF, EML (email files), and plain text files. The maximum file size per upload is 8MB. If you have a document in a different format, convert it to PDF before uploading.
Why is TickHelp asking for more documents?
Additional documents are requested when the evidence provided is not sufficient to make a strong case to the marketplace, or when the marketplace has asked for specific documentation to process your claim. You'll see a message explaining what's needed and why in your claim status page.
I don't have my order confirmation — can I still file?
Yes. If you don't have the original order confirmation, you can still file. Your marketplace account order history, credit card statement showing the charge, or any other documentation of the purchase will help. The more documentation you can provide, the stronger the claim — but we'll assess what we have.
How does TickHelp use my data?
We use your data solely to assess and pursue your claim. This includes your contact information, order details, and any documents you upload. We share information with the marketplace only to the extent necessary to pursue your claim. See our Privacy Policy for the full details.
Does TickHelp share my information with marketplaces?
We share your information with the marketplace as part of pursuing your claim — for example, referencing your order number and the nature of your complaint in our communications with the marketplace. We do not sell your data or share it for any other purpose.
Can I ask TickHelp to delete my data?
Yes. You can request deletion of your personal data by contacting us. We may need to retain certain records for legal or compliance purposes (for example, records of completed transactions), but we will delete all other personal data upon request. See our Privacy Policy for details.
Do I need to create an account?
No. TickHelp does not require you to create a user account. When you file a claim, you receive a unique, unguessable status-page link to track your case. This link is specific to your claim and does not require a password.