StubHub problems & refunds: know your rights

StubHub is one of the largest secondary ticket marketplaces in the United States. Its FanProtect Guarantee is designed to protect buyers when something goes wrong, but what the guarantee covers — and when claims are denied — is not always clear. This guide explains your rights as a StubHub buyer and the steps to take when the marketplace falls short. TickHelp is an independent service and is not affiliated with StubHub.

What StubHub's FanProtect Guarantee covers

StubHub's FanProtect Guarantee is a contractual promise that covers buyers in specific qualifying situations. Under the guarantee, if your tickets are not delivered in time for the event, are invalid or unable to gain entry, or the event is cancelled without a rescheduled date, StubHub commits to providing comparable replacement tickets or a full refund.

The guarantee applies to all purchases made through StubHub's platform, including mobile app orders and purchases made through StubHub's partner channels. It is intended as a buyer-side protection, meaning the risk of the seller not following through falls on StubHub's marketplace, not on the individual buyer.

In practice, FanProtect has limitations. StubHub defines 'delivery' broadly, and a seller marking tickets as transferred may satisfy StubHub's definition even if you believe you never received them. The guarantee also does not cover buyer's remorse, inability to attend, or most rescheduled-event scenarios.

Common problems StubHub buyers encounter

The most frequent StubHub issues that may trigger a FanProtect claim include:

  • Tickets never arrived. The seller failed to deliver the tickets before the event, or the tickets appeared in your account but the transfer method failed.
  • Invalid or fraudulent tickets. Tickets that were rejected at the venue because they had already been used, were counterfeit, or were duplicates.
  • Wrong seats delivered. You received tickets that did not match the section, row, or quantity advertised in the listing.
  • Event cancelled. The event was cancelled and not rescheduled, entitling you to a refund under FanProtect.
  • Significant listing misrepresentation. The ticket listing materially misrepresented what was included.

Each of these scenarios has specific requirements for a successful FanProtect claim, and outcomes vary depending on the evidence you can provide and the steps you have already taken with StubHub.

When StubHub may deny a FanProtect claim

StubHub denies FanProtect claims for several reasons. Common grounds for denial include:

  • The claim was not reported within the required time window — StubHub typically requires notice within 5 to 10 days of the event or the problem being discovered.
  • The seller's delivery records show the tickets were transferred, even if you dispute receiving them.
  • The issue falls into an uncovered category, such as a rescheduled event, buyer's remorse, or a listing description dispute StubHub classifies as subjective.
  • StubHub's customer service determines the seats were 'comparable' to what was listed, even if you disagree.

A denial is not necessarily final. You may have grounds to escalate within StubHub, file a credit card chargeback, or pursue your claim through an independent service like TickHelp.

Escalation options when StubHub won't help

If StubHub denies your claim, stops responding, or offers an unsatisfactory resolution, several escalation paths may be available:

  • Appeal within StubHub. Request a supervisor review or re-open your case with additional evidence including screenshots, email timestamps, and venue staff statements.
  • Credit card chargeback. If you paid with a credit card, the Fair Credit Billing Act gives you the right to dispute charges for goods or services not delivered as agreed. You generally have 60 days from the statement date.
  • State consumer protection. Filing a complaint with your state attorney general or consumer protection agency creates a formal record and can trigger enforcement action or mediation.
  • TickHelp. TickHelp pursues claims against StubHub through its dispute and escalation channels on a contingency basis — you only pay when you get paid.

How TickHelp pursues StubHub claims

TickHelp is a consumer advocacy service that pursues refunds and compensation from resale marketplaces, including StubHub, on your behalf. When you file a claim with TickHelp, we review your situation, assess the strength of your case under FanProtect's terms and applicable consumer protection statutes, and contact StubHub through the appropriate channels.

We can pursue StubHub claims even after StubHub has denied an initial request, as long as you have not already accepted a settlement or closed your case. TickHelp's review is free. If we assess your claim as eligible, we proceed on a contingency basis: our 30% success fee is charged to your saved card only after money is recovered.

Frequently asked questions

Does FanProtect cover cancelled events?
StubHub's FanProtect Guarantee generally covers events that are fully cancelled and not rescheduled. For cancelled events, StubHub typically offers buyers a full refund or a credit worth 120% of the purchase price. Policies for rescheduled or postponed events are different and may not automatically entitle you to a refund — check the event listing for the specific terms that applied at purchase.
How long do I have to file a FanProtect claim?
StubHub requires you to report a problem promptly — typically within 5 to 10 days of the event date or the date the problem was discovered. Waiting too long can result in a denial. If you are unsure, contact StubHub as soon as possible after discovering an issue to preserve your claim rights.
Can I do a chargeback on a StubHub purchase?
Yes. If StubHub fails to honour the FanProtect Guarantee for a qualifying problem, you may have the right to dispute the charge with your credit card issuer under the Fair Credit Billing Act. You generally have 60 days from the statement date on which the charge appeared to file a written dispute. Gather your order confirmation, evidence of the problem, and any communications with StubHub before filing.
What if StubHub says the seller 'delivered' the tickets but I never received them?
This is a common dispute. StubHub may mark an order as delivered based on the seller's action, even if you never received a notification or the tickets did not appear in your account. Document the absence of delivery — screenshots of your account showing no tickets, emails showing no delivery, and timestamps — and report the problem to StubHub immediately.
Can TickHelp help if I have already tried StubHub?
Yes. TickHelp can pursue your claim even after StubHub has denied it or stopped responding. We review your situation, assess the strength of your claim under FanProtect's terms and applicable consumer protection law, and pursue the appropriate channels on your behalf. You only pay if we recover money for you.

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