Vivid Seats: event cancelled, postponed or changed

Collect

• order number
• Vivid Seats cancellation email
• the organizer's cancellation notice
• proof the tickets were returned
• total paid including fees

Steps

1. Confirm that the venue, team or performer officially cancelled the event with no new date. For a postponed or rescheduled event, the tickets stay valid for the new date.

2. Wait for Vivid Seats' email with next steps after it confirms the cancellation, then return the tickets to Vivid Seats within two weeks of that notice.

3. If you want money rather than a credit, or no compensation arrives, open a support ticket with the order number. California buyers can ask Vivid Seats to facilitate a refund request under California Business and Professions Code section 22507.

   FormSubmit a ticket (Vivid Seats Customer Support)

4. If the ticket gets no answer, use app chat or the support phone.

   PhoneCustomer care phone (the Terms give it for problems getting into an event) +1-866-848-8499

5. If Vivid Seats does not compensate you for a cancelled event, dispute the charge with the card issuer (rule fcba-billing-error) and keep proof that you returned the tickets on time.

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

   RegulatorFederal Trade Commission +1-877-382-4357

More contacts for this issue

Facts you can cite

• Policy

  The Global Terms (effective July 22, 2026) say that if an event is cancelled with no rescheduled date, Vivid Seats will refund the purchase price (including delivery charges, less possible restocking fees) or issue a credit for use on a future purchase, as determined in its sole discretion. They do not say whether service fees are refunded.

  Source: vividseats.com, verified 2026-10-13

• Deadline

  The Global Terms say that to qualify for compensation for a cancelled event, the buyer must return their tickets to Vivid Seats within two weeks of notice from Vivid Seats, and no refunds or other compensation will be given without the return of the original tickets unless Vivid Seats decides otherwise.

  Source: vividseats.com, verified 2026-10-13

• Policy

  The Global Terms say that if an event is postponed or rescheduled and the original tickets are valid for entry at the new event, the order will not qualify for a refund or other compensation, except where the law requires it, including in California.

  Source: vividseats.com, verified 2026-10-13

• Policy

  The Buyer Guarantee page says that if an event is canceled with no rescheduled date, you receive full compensation of the purchase price, as a refund or a credit for a future purchase determined at Vivid Seats' sole discretion; for rescheduled events it helps with ticket reissuing and with reselling tickets if the new date no longer works.

  Source: vividseats.com, verified 2026-10-13

• Process

  Vivid Seats' help article says compensation applies only to events officially cancelled by the venue, team or performer, that tickets are valid for a rescheduled date, and that Vivid Seats emails buyers once it confirms a cancellation or reschedule.

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

• Policy

  The Global Terms say that if a capacity reduction exceeds 15%, Vivid Seats may cancel affected seats or the whole event, and buyers whose tickets are cancelled under this clause are compensated.

  Source: vividseats.com, verified 2026-10-13

• Policy

  The Global Terms say buyers agree not to seek a chargeback from a card issuer on legitimate charges. If a disputed charge is found valid, Vivid Seats may pursue payment (including fees) through collection agencies or legal action, refuse pending and future orders from the linked card or accounts, and relist and resell the disputed tickets.

  Source: vividseats.com, verified 2026-10-13

Tips

• Company tip

  Vivid Seats says app chat is the quickest way to get a solution for an existing order.

  Source: vividseats.com, 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

   AppChat in the Vivid Seats app Vivid Seats app > chat

2. Written complaint

   FormSubmit a ticket (Vivid Seats Customer Support)

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 compensated (rule fcba-billing-error). The Terms threaten collection and account bans for chargebacks on charges Vivid Seats considers legitimate; keep proof that you followed the Terms.

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).

Watch out

Related

• Event cancelled, postponed or changed at other companies
• Event tickets and resale — how complaints work
• Vivid Seats: refund request
• Vivid Seats: billing error