What to Do if Your Tickets Are Lost

We understand how stressful it can be when tickets go missing, but don’t worry, we’re here to help! Remember, your seller wants you to make it to the show just as much as you do. Most situations can be resolved if we all work together! 
 

Barcode Image or PDF Tickets

If your ticket was shared with you in a barcode image or PDF file:

• Go to the message thread with the seller on CashorTrade and ask for their help

• Ask the seller if they can upload the PDF file directly to the message thread and/or email the PDF file to you.

• The seller may be able to forward you the original email they received with the ticket

• If that isn’t possible, they may be able to contact the box office and request the ticket be reissued for will-call pickup under your name

  • Note: Restrictions may apply depending on the primary ticketing company

     

Digital Transfers (Ticketmaster, AXS, etc.)

If your ticket was transferred digitally through the primary ticket company:

• Go to the message thread with the seller on CashorTrade and ask for their help

• Contact the primary ticketing company directly using the order number (found in your primary ticket account)

  • We strongly recommend that both the buyer and the seller contact the primary ticket company for help

  • This often results in the tickets being returned to the seller so they can re-initiate the transfer to you

     

Physical Tickets or Wristbands (Lost or Delayed in Mail)

If your physical tickets won't arrive in time before your travels:

• The seller may be able to contact the box office and arrange for the tickets to be left under your name for Will Call pick-up. 

  • This will invalidate the original tickets and create new ones available at Will Call under the buyer's name

  • Please refrain from telling the box office that the tickets were sold on CashorTrade. Oftentimes, an event will be less likely to assist with secondary ticket market sales

• The buyer must agree to this process, since the tickets were originally mailed, but this solution has worked successfully for many users

• Restrictions may apply depending on the event or box office policies
   

Need Help?

If you are having trouble getting in touch with your seller or need any further assistance, please contact our Fan Support Team! We're here for you, and we're always happy to help!