How do I contact StubPass?
You can email our customer support 24/7 at support [at] stubpass.com or call our toll free 800 number. Feel free to contact us at any time; we would be happy to assist you with questions or orders.

How does StubPass offer so many tickets for so many events?
The tickets listed on StubPass are being listed by highly regarded Ticket Brokers from all around the country. These brokers go to great lengths to acquire tickets to sold-out and premium events. StubPass is able to offer so many tickets and a great selection of seats by polling thousands of Ticket Brokers’ inventories. We monitor the response and performance of our Ticket Brokers to ensure the highest standard of relations to our customers.

What is a Ticket Broker?
A broker is defined as "One hired for a fee to negotiate purchases, contracts, or sales." A ticket broker is a person who does just that. A ticket broker buys tickets outright from the seller in the hopes that they can sell them for a profit. If the market drops or the tickets don't sell, the broker incurs the loss. The other way a Ticket Broker can sell tickets is by taking the tickets from the seller on consignment and keeping a portion of the proceeds if they are sold. Either way, a ticket broker provides the link between buyers and sellers for a fee.

How do I know my transaction is secure and my personal information is protected?
StubPass uses the highest measures on all information captured. Our infrastructure is based on a detailed network with firewalls and secure data centers. Everyday, our website and server is tested by HackerSafeTM in order to ensure that our customers’ information can NOT be compromised. All of the transactions on StubPass are processed with 128-bit encryption. We invite you to shop with confidence knowing that your personal information is protected at all times.

Where can I review your site terms and policies?
You can review our site terms of use by going to User Agreement and our policies by going to Privacy Policy. If you have any questions about anything in the terms or policies, we would be happy to provide you with a further explanation. These links are available at the bottom of every page of the site.

Why can’t I purchase a single ticket?
We are able to offer so many tickets because we have relationships with thousands of Ticket Brokers across the country. These Brokers are often unwilling to break up large numbers or even groups of tickets in order to provide a smaller odd number of tickets to a group of one, three or five. Our best suggestion is that if you have a small, odd number in your party, we recommend you look for an odd numbered group of tickets and choose from that group. If you are unable to find the amount of tickets you need, contact the StubPass representatives and we’ll do our best to meet your needs.

If I order multiple tickets, are the seats all together?
Yes, all of our tickets are for consecutive seats in a row. If the seats are not together, this will be noted.

What is your return & refund policy?
You can find our return and refund policy in our terms of use and customer agreement at User Agreement.

What happens if I lose my tickets?
Our tickets are not replaceable, so we encourage our customers to put their tickets in a safe, memorable place so that they are not lost, destroyed or accidentally misplaced. If the tickets are lost, we will not be able to provide you with replacement tickets. For more information on our policies, please review our terms of use and customer agreement at User Agreement.

How do I know that the tickets listed on StubPass are authentic?
All of the tickets in the StubPass broker inventory are guaranteed to be 100% authentic and legitimate tickets.

What is the StubPass 100% Guarantee?
StubPass Guarantees that all tickets are authentic and valid for entry; that the tickets we deliver will be the same, equal or better than those originally requested; and that all tickets will be delivered in a timely manner. To review our full guarantee, please go to Guarantee.

Can I make last minute orders on the day of the event?
Yes, you can make last minute orders with StubPass. However, this will require some extra effort on our part, so we recommend that you give us a call for these last minute orders at our toll free 800 number so that we can fulfill your request.

How does StubPass calculate the ticket prices on the website?
The ticket prices on StubPass are set by the Ticket Brokers offering the tickets for sale. These prices reflect a fair market value based on the effort to acquire the tickets, popularity of the event, location of the seat, and exclusivity of the ticket. The prices listed are often higher than the face value printed on the actual ticket.

Why are the tickets on StubPass above face value?
Ticket Brokers generally sell their tickets at prices above face value. This price is known as the “market value.” The Ticket Brokers sell the tickets above face value because they incur additional costs and pay certain premiums in order to obtain the most desirable, high demand and sold-out events. The “market value” is determined by several factors such as seat location, event, demand, date, location, etc.

What is the face value of these tickets?
The Ticket Brokers do not disclose to us the face value of the tickets. When StubPass polls the Ticket Broker’s inventories, we are only given the “market value” price or the price the tickets are being listed for sale.

Why are the prices different on the tickets since last time I looked?
The ticket industry is constantly changing such that prices rise and fall depending on the demand for the ticket and changes to a particular event. If you find a price you are happy with, we suggest you purchase the tickets Immediately in order to avoid a possible sell-out or price increase.

What is the Service Fee charge?
The Service Fee reflects our cost of obtaining the premium, hard to find, or sold-out tickets. It also helps us to recover some of the costs associated with processing payments as well as guaranteeing that every ticket on the site is authentic.

How do I track my order?
The tickets you ordered are most likely shipped out the day you placed the order. In some cases, this may not be possible and the Ticket Broker will contact you to give you an indication of when the item will be shipped. We suggest that our customers contact the Ticket Broker directly with questions about shipping. Their contact information can be found in the confirmation email sent to you when the order was placed. If you need assistance, please contact us and we would be happy to find out more information for you.

Why would somebody else’s name appear on my ticket?
This is YOUR ticket(s). It is most likely that the Ticket Broker acquired the tickets from the original purchaser of the ticket. The tickets are transferable and these are now your tickets for the event.

What if my event is postponed?
If an event is postponed, tickets will be honored for the rescheduled date. New tickets will not need to be issued for most rescheduled events or postponements. As we are not able to recover our costs on the tickets that we acquired for you, we in turn are unable to offer customers refunds on postponed or rescheduled events.

What if my event is permanently cancelled?
If an event is cancelled without a rescheduled date, you will need to contact the fulfilling Ticket Broker for a refund. The Ticket Broker’s contact information will be sent to you in a confirmation email upon ordering. If you have any questions or need some assistance in contacting the Ticket Broker, please feel free to send us an email at support [at] stubpass.com and we will see if there is any way that we can help.