StubHub: event cancelled, postponed or changed

Collect

• order number
• StubHub cancellation email
• the organizer's cancellation notice
• total paid including fees
• any credit shown in StubHub Wallet

Steps

1. Confirm that the organizer cancelled the event with no new date. If the event is postponed or rescheduled, the tickets stay valid and StubHub does not refund them; resell them if you cannot go.

2. Check the event status in My Tickets.

   OnlineMy Tickets (order status, cancelled-event updates) Sign-in required

3. If StubHub gave you a credit and you want money, open StubHub Wallet and select "Request cash refund" on that credit.

   OnlineMy Tickets (order status, cancelled-event updates) Sign-in required

4. If nothing arrives within 5–10 business days after the cancellation is confirmed (StubHub's typical processing time), contact customer service with the order number and ask for a refund of the full amount, including fees.

   ChatContact customer service (help center page with chat, email and phone options)

5. If StubHub refuses a refund for an event that was cancelled and not rescheduled, dispute the charge with the card issuer within the deadline in rule fcba-billing-error.

6. Report the refusal to the FTC and to your state attorney general.

   RegulatorFederal Trade Commission +1-877-382-4357

More contacts for this issue

Facts you can cite

• Policy

  StubHub's FanProtect explainer (July 29, 2026) says that if an event is officially canceled and isn't rescheduled, you're entitled to a refund, and that if an event is postponed or rescheduled, your tickets stay valid for the new date.

  Source: newsroom.stubhub.com, verified 2026-10-13

• Policy

  Seen only as a search-result snippet (the page needs JavaScript): the FanProtect Guarantee terms say that for a cancelled event StubHub will provide a full refund of the full amount you paid on the site (including any fees and shipping/handling charges) or credit for use on a future purchase, as determined in its sole discretion, unless a refund is required by law.

  Source: my.stubhub.com, verified 2026-10-13

• Policy

  Seen only as a search-result snippet: the FanProtect Guarantee terms say that, except when replacement tickets are required, StubHub does not provide refunds for postponed or rescheduled events, partial performances, or venue, date, lineup or time changes.

  Source: my.stubhub.com, verified 2026-10-13

• Process

  Seen only as a search-result snippet: StubHub's help article on canceled events says that to receive a cash refund you go to StubHub Wallet and select "Request cash refund" on the appropriate credit, and StubHub issues the refund to the original payment method within 10 business days.

  Source: support.stubhub.com, verified 2026-10-13

• Deadline

  StubHub's buyer guide (May 21, 2026) says that for an officially cancelled event with no rescheduled date you receive a full refund, including all fees, to the original payment method or as StubHub credit, depending on your preference and the policy for your order, and that StubHub typically processes refunds within 5–10 business days once the cancellation is confirmed.

  Source: newsroom.stubhub.com, verified 2026-10-13

• Policy

  The California Attorney General (August 22, 2024) says StubHub changed its policy in late March 2020 so that buyers of cancelled events received 120% credit for future StubHub purchases instead of a full refund, including buyers who bought under the original guarantee. StubHub reversed course in May 2021. The settlement memorializes $20 million in cash refunds to more than 45,000 California consumers, a $295,000 penalty, and bars StubHub from failing to honor its existing refund policy unless it is modified with the consumer's informed consent.

  Source: oag.ca.gov, verified 2026-10-13

• Policy

  The DC Attorney General's multistate settlement (September 14, 2021, with Arizona, Arkansas, Colorado, Indiana, Maryland, Minnesota, New Hampshire, Ohio, Virginia and Wisconsin) requires StubHub to disclose refund policy changes clearly before consumers agree to them, honor its policies when events are cancelled, and promptly process refund requests. It covered tickets bought before March 25, 2020.

  Source: oag.dc.gov, verified 2026-10-13

• Policy

  StubHub's quarterly report for the period ended June 30, 2026 records $102.4 million of refund liabilities for canceled events. Its revenue policy describes cancellations that "require a refund to the buyer for the total amount of their ticket purchase, inclusive of transaction fees".

  Source: sec.gov, verified 2026-10-13

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   ChatContact customer service (help center page with chat, email and phone options)

2. Written complaint

   ChatContact customer service (help center page with chat, email and phone options)

   Use the email option and quote the order number and the FanProtect Guarantee terms.

3. Card or bank dispute

   Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)

   Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)

   Card dispute for a cancelled event that was not refunded (rule fcba-billing-error).

4. Federal regulator

   RegulatorFederal Trade Commission +1-877-382-4357

5. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

   Several attorneys general have acted on StubHub refunds and fees (DC, California, Pennsylvania and a 2021 multistate group).

Watch out

Related

• Event cancelled, postponed or changed at other companies
• How StubHub complaints actually go (dossier, checked 2026-10-13)
• Event tickets and resale — how complaints work
• StubHub: refund request
• StubHub: billing error
• StubHub: unauthorized charge