StubHub
StubHub is a ticket marketplace where buyers and sellers exchange tickets for live events, including concerts, sports, and theater. It operates as a standalone brand headquartered in New York and is owned by StubHub Holdings, the parent company that also owns Viagogo. StubHub Holdings is not a publicly traded company; it remains privately held and has no listing on the NYSE or any other exchange.
What you need to know about StubHub
Customer reviews of StubHub's service are predominantly negative, as reflected in various online reviews. We had a recent case involving Stubhub not delivering customer's tickets. Stubhub sold tickets for seats that does not exist. StubHub’s FanProtect Guarantee failed this fan. The company issued tickets for the wrong showtime. Stubhub refunds the wrong customer. Stubhub sent tickets for the wrong seats to a customer.
- StubHub’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with StubHub with our insider guide or through our executive contacts.
- StubHub’s customer service policies are standard. Here are our frequently asked questions about StubHub.
How to resolve a problem with StubHub
Try self-service first
Use our proven resolution methods, or StubHub’s self-service links below.
Contact an executive
Start with the primary contact below, then escalate step by step if needed.
Get free advocacy help
Contact Elliott Advocacy for free mediation of unresolved complaints.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.
How fast does StubHub respond?
Available daily from 5 a.m. to 9 p.m. Pacific time. Response times can vary; some users have reported extended hold times. Call (866) 788-2482.
Response times may be long, with some users reporting no replies to their inquiries. Email customerservice@stubhub.com.
StubHub’s published process does not allow email‑initiated refunds.
Active on X, operating daily from 9 a.m. to 11 p.m. Eastern time. Response times seem to have improved, averaging under 20 minutes.
StubHub customer service executives
Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →
Additional contacts
StubHub self-service links
- Mobile transfer tickets: Transferred to your mobile device; you'll need a smartphone to access these.
- Electronic/PDF tickets: Downloadable and printable tickets in PDF format.
- Hard stock/paper tickets: Physical tickets shipped to you.
- Locate the buyer's email address provided by StubHub.
- Use the original ticket provider's platform (e.g., AXS) to initiate the transfer to the buyer's email.
- Confirm the transfer and inform the buyer.
- Electronic/PDF tickets: Upload the PDF files to your StubHub sale.
- Mobile transfer tickets: Transfer via the original ticket provider's platform.
- Physical tickets: Ship the tickets using the provided shipping label.
StubHub customer service policies
- It does not guarantee deletion rights in all cases.
- StubHub retains data for fraud prevention, tax, and transaction verification.
- They share data with partners and acquisition-related entities.
StubHub loyalty program
StubHub does not currently offer a formal loyalty program for frequent buyers or sellers.
Frequently asked questions about StubHub
- General refund policy: StubHub’s “FanProtect guarantee” covers instances where tickets don’t arrive on time, are invalid for the listed event, or are misrepresented. It also applies to event cancellations or rescheduling that necessitate new tickets.
- Event cancellations: In case of event cancellation, StubHub typically offers full refunds to ticket buyers, through the original payment method.
- Rescheduled events: StubHub generally honors tickets for rescheduled events. If unable to attend the new date, you can list your tickets for resale on StubHub. If sold, you will receive compensation; if not, you may be eligible for a refund based on StubHub’s policies.
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