Ticketmaster's refund policy depends on who is selling the tickets and when the event is
Ticketmaster itself does not issue refunds — the person or organization selling the tickets does. If you bought tickets directly from an artist, venue, or sports team through Ticketmaster's platform, that seller decides the refund rules. If you bought from a reseller on Ticketmaster's resale marketplace, the reseller sets the terms. The event date, cancellation status, and the seller's stated policy all determine whether you can get your money back.
Start by checking your confirmation email from Ticketmaster. It will show who sold you the tickets and what their refund policy says. If the event has been cancelled or postponed, most sellers will offer refunds or exchanges automatically — you do not have to request one. If the event is still scheduled and the seller's policy does not allow refunds, Ticketmaster cannot override that decision.
Key Takeaways
- The original seller — not Ticketmaster — controls whether refunds are available, so check your confirmation email for their specific policy.
- Cancelled events usually trigger automatic refunds or exchanges within 30 days, though you may need to accept the offer through your Ticketmaster account.
- Postponed events typically do not may have access to for refunds; your tickets remain valid for the new date unless the seller explicitly offers a refund option.
- Resale tickets have their own refund rules set by the reseller, which are often stricter than the original seller's policy.
- Contact the original seller directly if Ticketmaster cannot resolve your refund request, since they have final authority over the decision.
How to request a refund through your Ticketmaster account
Log into your Ticketmaster account and go to "My Events" or "My Tickets." Find the event you want a refund for and look for a refund or cancellation option. If the seller allows refunds, a button or link will appear on that ticket's page. Click it and follow the prompts to request your refund.
Ticketmaster will show you the seller's refund policy before you submit the request. Read it carefully — some sellers offer refunds only up to a certain date, or only for specific reasons like illness or scheduling conflict. If you do not see a refund option, the seller has not made refunds available for that event.
After you submit a refund request, Ticketmaster sends it to the seller for approval. This can take 5 to 10 business days. Once approved, the money returns to your original payment method — usually your credit card or bank account — within 3 to 5 additional business days, depending on your bank.
What happens when an event is cancelled
When a seller cancels an event, Ticketmaster automatically sends you a notice through the email address on your account. You will be offered a choice: a refund to your original payment method, or a credit toward future purchases on Ticketmaster. You do not have to do anything to start the refund — the seller initiates it.
You will have a window to accept the refund offer, usually 30 days from the cancellation notice. If you do not respond within that time, some sellers convert your credit to a Ticketmaster voucher that expires after a set period. Check your email and your Ticketmaster account regularly after a cancellation to make sure you do not miss the important date.
If you do not receive a cancellation notice but believe the event has been cancelled, log into your account and check "My Events." If the event shows as cancelled there, you can request a refund through the same process described above.
Refunds for postponed or rescheduled events
A postponed event is not the same as a cancelled one. When an event is moved to a new date, your tickets remain valid for that new date by default. Most sellers do not offer refunds for postponements — they expect you to attend on the rescheduled date instead.
Some sellers do offer refund options for postponed events, but you have to look for them. Check your Ticketmaster account and your email for any message from the seller about the postponement. If they are offering refunds, there will be a link or button to claim one, and it will have a important date. If you do not see a refund option within a few days of the postponement announcement, the seller is not offering one.
If an event is postponed multiple times, or postponed to a date so far in the future that you cannot attend, contact the seller directly through Ticketmaster's customer service to explain your situation. They cannot force a refund, but they may be willing to work with you on an exchange or credit.
Refunds for resale tickets
Tickets bought through Ticketmaster's resale marketplace have different rules than tickets from the original seller. The person reselling the tickets sets the refund policy, and it is often "no refunds." Check the resale listing before you buy — the refund policy is shown in the ticket details.
If you bought resale tickets and want a refund, you must contact the reseller, not the original seller or Ticketmaster. Go to your Ticketmaster account, find the ticket, and look for a "Contact Seller" option. Explain your situation and ask if they will refund you. The reseller can agree or refuse — Ticketmaster has no authority to override their decision.
If the reseller refuses and you believe you were misled about the tickets or the event, you can report the transaction to Ticketmaster's Resolution Center. Ticketmaster may investigate, but refunds through this route are rare and usually only happen if the reseller violated Ticketmaster's terms of service.
When Ticketmaster will not process your refund
Ticketmaster cannot refund you if the seller's policy does not allow it and the event has not been cancelled. This includes situations where you change your mind, cannot attend, or have a personal emergency. The seller's stated policy is binding, and Ticketmaster is only the platform — it does not override seller decisions.
You also cannot get a refund if you bought the tickets more than a certain number of days ago and the seller's policy has an expiration date on refund requests. Check your confirmation email for any time limits. If you are past that important date, the seller will not process a refund, and Ticketmaster cannot extend it.
If you paid through a third-party service like PayPal or Apple Pay, contact that service's customer support instead. They may be able to dispute the charge with Ticketmaster if you believe the transaction was unauthorized or fraudulent, but this is separate from the seller's refund policy.
How to contact Ticketmaster customer service about a refund
If you cannot find a refund option in your account or disagree with a refund decision, contact Ticketmaster directly. Go to ticketmaster.com, scroll to the bottom, and click "Contact Us." You can chat with a representative, call their phone line, or submit a written request. Have your order number and confirmation email ready.
Ticketmaster's customer service can see your account, confirm the seller's policy, and escalate your request if there is a dispute. They cannot override a seller's refund decision, but they can clarify what the policy says and help you understand your options. If the seller made an error or Ticketmaster's system malfunctioned, customer service may be able to correct it.
Response times vary. Chat support is usually fastest, sometimes within minutes during business hours. Phone lines can have long wait times, especially near event dates. Written requests can take several business days to receive a response.
Frequently Asked Questions
Can I get a refund if I bought tickets but the artist cancelled the tour?
Yes. When an artist or venue cancels an event, the seller must offer refunds or exchanges. You will receive an email with instructions on how to claim your refund through your Ticketmaster account. You usually have 30 days to accept the offer before it expires or converts to a credit.
What if I bought tickets from a reseller and they will not refund me?
The reseller sets the refund policy for resale tickets, and Ticketmaster cannot force them to refund you. Contact the reseller through Ticketmaster's messaging system and explain your situation. If they refuse and you believe they violated Ticketmaster's rules, report the transaction to Ticketmaster's Resolution Center, though refunds through this route are uncommon.
How long does it take to get a refund after I request one?
The seller has 5 to 10 business days to approve your refund request. Once approved, the money returns to your original payment method in 3 to 5 additional business days, depending on your bank. Cancelled events are usually faster — refunds process within 30 days of the cancellation notice.
Can I exchange my tickets for a different event instead of getting a refund?
Some sellers offer exchanges as an alternative to refunds. Check your Ticketmaster account or your confirmation email to see if that option is available. If the seller allows exchanges, you can usually select a different event and explore your ticket value toward it, though you may owe a difference if the new event costs more.
What if Ticketmaster charged me a fee I did not expect?
Ticketmaster adds fees for processing, delivery, and facility charges at checkout. These fees are not refundable separately from the ticket price itself. If you return the tickets, the refund includes the ticket price minus any non-refundable fees set by the seller or venue. Check your confirmation email to see which fees explore to your order.