TicketSmarter Help Center: Frequently Asked Questions

Welcome to the TicketSmarter FAQ page. Find answers to common questions about receiving tickets, mobile ticket transfers, order confirmations, event cancellations, postponed events, refunds, ticket protection, seating locations, and contacting customer support.

Order Questions

I placed an order, but never received a receipt. What should I do?

Order confirmations are sent immediately after purchase to the email address entered at checkout.

If you do not see your receipt:

• • Check your spam, junk, promotions, or clutter folders.
• • Search your inbox for "TicketSmarter."
• • Verify that the email address used during checkout was entered correctly.

If you still cannot locate your receipt, contact Customer Support, and we'll help locate your order.

Contact Customer Support

How do I contact TicketSmarter Customer Support?

If you need help with your order, ticket delivery, event changes, or any other issue, our Customer Support team is here to help.

You can contact us in any of the following ways:

• • Contact Form: Visit our Contact Us page to submit a support request.
• • Email: support@ticketsmarter.com
• • Phone: (888) 671-5676
• • Hours of Operation: Every day, 8 AM - 11 PM ET

For the fastest assistance, please have your order number available when you contact us.

Ticket Delivery

When will I receive my tickets?

Delivery timing depends on the event and ticket type.

Some tickets are delivered immediately after purchase, while others may not be available until closer to the event date.

Your expected delivery date is listed in your order details and confirmation email.

If your delivery date has not yet arrived, your tickets are not considered late.

Why haven't I received my tickets yet?

Many venues, teams, and artists delay ticket delivery to help prevent fraud. This is called a delivery delay.

If your listed delivery date has not passed, your tickets are still on schedule.

If your delivery date has passed and you have not received your tickets, please contact Customer Support.

Why is there a delivery delay?

Some venues restrict ticket access until a certain date before the event. These restrictions are determined by the venue, artist, promoter, or team—not TicketSmarter.

Delivery delays help protect ticket holders and reduce fraudulent activity.

Once venues release the tickets, your seller will complete delivery.

Mobile Tickets

How do I access tickets transferred through Ticketmaster, MLB Ballpark, AXS, SeatGeek, or another app?

Many tickets are delivered through the venue's or team's official app.

You'll receive an email with instructions to accept your ticket transfer.

Before accepting your tickets:

• • Download the required app.
• • Create an account using the same email address used for your TicketSmarter order.
• • Follow the transfer instructions provided by the ticket sender.

Once accepted, your tickets will appear in the designated app and can be used for entry.

My MLB tickets were transferred to me. How do I access them?

MLB tickets are typically delivered through the MLB Ballpark app.

1. 1. Download the MLB Ballpark app.
2. 2. Sign in or create an MLB account using the same email address used for your order.
3. 3. Accept the ticket transfer from the email you received.
4. 4. Your tickets should appear in the Ballpark app.

If you do not see the transfer email, check your spam or junk folder before contacting Customer Support.

Seating Questions

Where is my seating location?

Your section and row information will appear during checkout and on your order confirmation.

For events with General Admission (GA) seating, specific seat numbers may not be assigned.

If your order contains multiple tickets, all seats will be together unless otherwise noted in the listing.

Can I purchase additional seats next to my current tickets?

Additional tickets can only be guaranteed together if purchased within the same order.

You can purchase additional tickets for the same event, but we cannot guarantee that the seats will be adjacent to your current tickets.

Pricing Questions

Why are there service fees?

Service fees help cover the costs associated with operating a secure ticket marketplace, including payment processing, fraud prevention, customer support, technology infrastructure, and order fulfillment.

All applicable fees are displayed before checkout, so you can review the total price before completing your purchase.

Why is the price on my ticket different from what I paid?

TicketSmarter is a ticket resale marketplace where prices are determined by market demand.

As with airline tickets or hotel rooms, ticket prices can fluctuate based on availability and demand and may be higher or lower than the original face value printed on the ticket.

Event Changes & Refunds

What's the difference between a canceled event and a postponed event?

Canceled Event
If an event is officially canceled and not rescheduled, TicketSmarter's 100% Ticket Guarantee provides a refund of the ticket purchase price, excluding delivery costs where applicable.

Postponed Event
If an event is postponed, your tickets generally remain valid for the new event date. Refund eligibility depends on the policies established by the event organizer.

Can I get a refund if I can no longer attend?

All sales are final and cannot be refunded if you're no longer able to attend your event. See our terms and conditions for more information. 

In most cases, your tickets can still be used by someone else unless the venue or event organizer has specific restrictions on ticket transfers.

If you can no longer attend, you may be able to resell your tickets through TicketSmarter's resale partners. Our Customer Support team may also be able to assist with ticket consignment options for eligible orders. Contact Customer Support to learn more about your available options.

I didn't attend my event. Can I get a refund?

No. Unused tickets are not eligible for refunds.

Ticket Protection

What is Ticket Protection?

Ticket Protection is an optional coverage product offered during checkout that may reimburse eligible ticket costs if you are unable to attend your event due to certain covered circumstances.

Coverage terms, limitations, and exclusions apply.

I can't attend my event. Does Ticket Protection cover me?

Eligibility depends on the reason you cannot attend and the terms of your Ticket Protection plan.

Covered events may require supporting documentation and are subject to the coverage provider's terms and conditions.

Examples of situations that may require documentation include:

• • Covered medical emergencies
• • Certain travel disruptions
• • Other qualifying circumstances outlined in your plan documents

To file a claim or review your coverage details, contact Protecht:

• • Phone: (844) 849-4827
• • Email: help@fanshield.com

Canadian customers (excluding Quebec):

• • Phone: (888) 828-1866
• • Email: help@insuranceinsight.ca

Is TicketSmarter part of Ticketmaster?

No. TicketSmarter is an independent ticket resale marketplace and is not affiliated with Ticketmaster, Live Nation, or other event organizers, venues, teams, or artists unless specifically stated.

TicketSmarter provides a secure platform that connects buyers and sellers of event tickets. Because TicketSmarter is a marketplace, tickets purchased through TicketSmarter may be delivered through third-party ticketing platforms such as Ticketmaster, AXS, SeatGeek, or venue-specific apps, depending on how the original tickets were issued.

TicketSmarter's 100% Ticket Guarantee backs all eligible orders.