Updated May 3


TABLE OF CONTENTS


Important Update regarding COVID-19 Credits (for purchases prior to March 25, 2020)

StubHub is happy to announce that customers who purchased tickets for events in the U.S. and Canada prior to March 25, 2020 and were defaulted to a 120% credit when their event was canceled now have the choice to keep their credit or default to a cash refund.  


How do I know if I am eligible? 

An email was sent to eligible customers on May 3, 2021. 


Who is eligible?

Customers who purchased tickets for events in the U.S. and Canada prior to March 25, 2020, whose events were subsequently canceled, and who meet the following requirements: 

  • The customer was defaulted to the credit option (i.e. they did not select to receive the credit);
  • The customer has not already received a cash refund or have one that is being processed; AND
  • The customer has not already redeemed a portion of their credit equal to or greater than the total amount they originally paid for the impacted event.


What if I want a cash refund?

If your preference is for a cash refund, no action is required. Your cash refund will be issued by May 31, 2021. Please note, your refund will be paid to the original payment method and may take 3-5 business days to appear.


How do I keep my credit?

If you want to keep your credit, you can elect to do so in the StubHub Wallet, found under your Profile, on desktop or mobile web browser by May 16, 2021 (not available in the StubHub app). Simply click on the button ‘Keep 120% Credit’ and then confirm your action.


If you have already used part of your credit but want to keep the remainder, contact Customer Service at 1-833-678-1180.


If you purchased your tickets through guest checkout you will need to create a StubHub account using the email address you used to purchase the tickets to the event that was canceled. Once you have an account, you can elect to keep your credit in the StubHub Wallet


I want to keep my credit but don’t see the option in the StubHub app.

The option to keep your credit is not available in the app. Please go to Stubhub.com on desktop or mobile, select Profile and then click StubHub Wallet. If you have an eligible purchase, you will see the option to ‘Keep 120% Credit’.


When does my 120% credit expire?

The 120% credits are set to expire on December 31, 2022.


How much will my cash refund be?

If you haven’t used any portion of your 120% credit, your cash refund will be the total original amount you paid for the impacted event.


Example: You paid $100 for tickets to an event. You received a $120 credit when the event was canceled. Your cash refund will be $100. 

        

If you have used a portion of your 120% credit, your cash refund will be for the remaining value up to the total original amount you paid for the impacted event.


Example: You paid $100 for tickets to an event. You received a $120 credit when the event was canceled. You’ve already used $60 of your credit. Your cash refund will be $40.


How long do I have to decide?

You have until May 16, 2021 to elect to keep your credit. If you take no action, we will automatically issue you a cash refund by May 31, 2021.


I want a cash refund but the credit/debit card that I used to purchase the tickets that were canceled has since expired. What should I do?

You don’t need to do anything. Your cash refund will be automatically refunded to your new card.


I’ve used my coupon/credit to purchase tickets. Will these now be canceled?

No, if you’ve used your coupon/credit to purchase tickets, these will not be canceled and you will not be automatically defaulted to a cash refund. If you have only partially used your credit with remaining balance and you are eligible, you can elect to keep the remainder of your coupon/credit by calling Customer Service on 1-833-678-1180.


I have multiple credits. Can I choose to keep my credit for one order and request a cash refund for another?

Yes. You will be able to make a decision for each credit within your account for purchases made prior to March 25, 2020. 


What if my event was rescheduled or postponed?

If your event was rescheduled or postponed, your ticket will be good for the new date.


Is your current impacted event policy still in place? 

Yes. Details on our current policy can be found below.


Why are you offering this now?

As vaccinations accelerate and stadium capacities increase, the live events industry is beginning to reemerge after a long and difficult year. The return of live events, the input of customers, partners, and regulators, and the opportunity to finally consult with our new parent company all contributed to StubHub’s decision to make this move now.


COVID-19 Impacted Event Policy

As the COVID-19 situation evolves, we understand you might have questions about events, venue and team safety procedures, cancelations and postponements. Are there rules to follow when attending an event? 

  • Buyers who attend events during the pandemic must comply with social distancing and health policies as the venue requires. This may include wearing a mask, washing hands frequently, and not having an elevated temperature. Check out our policy for both buyers and sellers


What is your event cancelation policy?

If an event is canceled, we’ll give you a StubHub credit for 120% of the amount you paid. Read more about our event cancelation policy.

 

What is your rescheduled or postponed event policy?

If an event is rescheduled or postponed, your ticket will be good for the new date. If you can no longer go, you can relist your tickets for free

 

How do I know if my event was impacted or see the event status?

Check the My Tickets page in your account. Read more about event statuses.

 

What does “pod integrity” mean?

In some cases, StubHub requires sellers to list tickets in the same quantity they originally bought and buyers must also purchase those tickets in that same quantity. This ensures fans can attend events while maintaining CDC-recommended social distancing guidelines. Pod Integrity restrictions are set at the discretion of the venue/league/team. When applicable, we will notify buyers and sellers accordingly. 

 

When will I be paid if I sold tickets to an event?

We’ll pay you after the event takes place. Read more about our seller policy.

 

How do I know which teams are allowing fans and their venue rules?

We recommend checking with the team or venue website for the most accurate information.


Read StubHub's first update on our event cancelation policy.