For sellers
When you sell a ticket on TicketSwap, you confirm that the ticket is:
Valid and unused
Correct for the event
Not sold or shared elsewhere
Even if a ticket is resold, the original seller is responsible for providing a valid ticket. This helps keep TicketSwap safe and fair for everyone and is part of our T&Cs.
If a buyer reports an issue at the entrance, we always investigate before making a decision. An open conversation doesn’t mean you’re at fault.
In many cases, there’s no bad intent – just a misunderstanding or simple error. Please keep things respectful and help us understand what happened so we can review the situation fairly from both sides and find a solution together.
When a buyer says their ticket didn’t work:
We temporarily pause the payout
We check scanner data, ticket details, and event info
We contact the seller if we need more info
Possible outcomes from the investigation:
The ticket worked: you get your payout
The ticket was not valid, duplicated or already used: buyer is refunded, and your payout stays with us
The issue was from the organiser or was a scanning error: your payout is released and we investigate further so it doesn’t happen again
Why do I have an open conversation?
A conversation opens automatically when a buyer reports that their ticket didn’t work at the entrance. This helps us understand what happened and resolve the issue fairly. Cooperation and patience is key here. We want to be thorough so this process can take a bit of time.
Our Support team reviews the case, asks questions if needed, and keeps you updated along the way. It might take a while, but we’ll always get back to you as soon as possible.
For buyers
I’m still at the entrance
If you’re at the door and your ticket isn’t working, you should act straight away.
Call us by going to the Help section of your ticket. There you will find the option to ‘call’.
If you can’t reach us, try to collect evidence:
A photo of the scanner showing the error message
The exact date and time of the issue
Any explanation from event staff
Written proof of denied entry, often called a proof of confiscation
You can read more in our FAQ: What can I do if my ticket isn’t working?
The event has passed
The day after the event, we’ll email you to ask if your ticket worked. If it didn’t, you can report it in the email and it will open a conversation with the seller where we can investigate further.
In short, you should add helpful evidence in the conversation, this could be:
A photo of the scanner showing the ticket was invalid
A proof of confiscation or similar form from the organiser
Proof of a replacement ticket, if you had to buy one
Our Support team will join the conversation as soon as possible. You can read here for more details about the process process.
Need more help?
If you still have any questions, contact us through our Help Centre. We’re happy to help.