Vivid Seats: refund request

Collect

• order number
• delivery emails or transfer screens
• written proof from the venue of denied entry
• a statement of what happened

Steps

1. If the tickets have not arrived, notify Vivid Seats no later than 48 hours after the actual start time of the event.

   FormSubmit a ticket (Vivid Seats Customer Support)

2. If the tickets do not match the order, report it within 48 hours of delivery.

   FormSubmit a ticket (Vivid Seats Customer Support)

3. If you are denied entry, call Vivid Seats immediately, get proof from the venue that you were denied entry, and send it with a statement of what happened. Vivid Seats then sends a form to complete.

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

4. If Vivid Seats refuses, dispute the charge with the card issuer (rule fcba-billing-error) and report it to the FTC.

   RegulatorFederal Trade Commission +1-877-382-4357

More contacts for this issue

Facts you can cite

• Deadline

  The Global Terms say you must notify Vivid Seats if you do not receive your tickets within 48 hours of the actual start time of the scheduled or rescheduled event, and that you have 48 hours from the time of delivery to report any inconsistencies.

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

• Compensation

  The Global Terms say that if Vivid Seats finds you were denied entry through no fault of your own, your sole remedy is a full refund of the cost of the ticket (including all fees and delivery charges, less possible restocking fees). Denials for health or capacity reasons are excluded.

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

• Policy

  The Terms say Vivid Seats guarantees that your tickets will be delivered in time for the event or your money back.

  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

• Deadline

  The Terms contain a binding individual arbitration clause (the event-specific terms on the same page name JAMS and waive class actions). To opt out, notify Vivid Seats in writing within 30 days of the date you first access or use the site, by certified mail to the Legal Department.

  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

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