{"id":"ticketmaster","page":"https://escalate.alexgaoth.com/#/c/ticketmaster","html":"https://escalate.alexgaoth.com/c/ticketmaster/","generated":"2026-10-15","company":{"id":"ticketmaster","name":"Ticketmaster","aliases":["ticketmaster llc","ticketmaster.com","live nation ticketmaster"],"sector":"ticketing","parent":"Live Nation Entertainment","website":"https://www.ticketmaster.com","account_url":"https://my.ticketmaster.com/account","regulators":["ftc"],"channels":[{"id":"fan-support-phone","type":"phone","label":"Ticketmaster Fan Support (customer service)","value":"+1-800-653-8000","hours":"Mon–Fri 9 a.m.–11:30 p.m., Sat 9 a.m.–10 p.m., Sun 9 a.m.–9 p.m. (the page says EST)","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Listed on the \"How to get help or contact us\" page as \"Call Us At 1-800-653-8000\".","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"},{"id":"chat-my-tickets","type":"chat","label":"Chat with Fan Support from the order in My Tickets","value":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","purposes":["event_cancelled","refund_request","billing_error"],"access":"login","notes":"The contact page says \"Already have tickets? Sign in to chat.\" Find the order in My Tickets and select the Chat icon. People who cannot sign in use the contact-forms channel.","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"},{"id":"contact-forms","type":"web_form","label":"Email Us and help forms (for people who cannot sign in or have no tickets)","value":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","purposes":["account_access","unauthorized_charge","refund_request"],"access":"open","notes":"The contact page offers \"Email Us\" for people who cannot sign in and need information, and says to submit a form if you do not have tickets to an event yet, need to reset your password, or cannot get into your account. The page shows no email address and no direct form URL; open the options from this page.","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"},{"id":"my-tickets-refund","type":"portal","label":"My Tickets (event status, Request Refund button when the organizer allows refunds)","value":"https://my.ticketmaster.com/account","purposes":["event_cancelled","refund_request"],"access":"login","notes":"The Request Refund button appears on the order only if the Event Organizer offers refunds. A confirmation email follows the request. The account URL is the \"My Account\" link in the help center footer.","source":"https://help.ticketmaster.com/hc/en-us/articles/9672441081105-How-do-I-request-a-refund","last_verified":"2026-10-13"},{"id":"event-status-help","type":"portal","label":"Event change guidance (cancelled, postponed, rescheduled or moved events)","value":"https://help.ticketmaster.com/hc/en-us/categories/13919047702033-Event-Updates","purposes":["event_cancelled"],"access":"open","source":"https://help.ticketmaster.com/hc/en-us/categories/13919047702033-Event-Updates","last_verified":"2026-10-13"},{"id":"data-incident-page","type":"portal","label":"Ticketmaster Data Security Incident (help article)","value":"https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident","purposes":["unauthorized_charge","privacy_request"],"access":"open","notes":"Directs affected customers to Fan Support through the Contact Us page. No enrollment URL, code or deadline is shown.","source":"https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"fan-support-phone"},{"rung":"written_complaint","channel":"chat-my-tickets","note":"Use chat from the order, or the Email Us option (contact-forms) if you cannot sign in. Keep the transcript."},{"rung":"payment_dispute","note":"Card dispute for a cancelled event that was not refunded (rule fcba-billing-error)."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"event_cancelled","summary":"A cancelled event is refunded automatically to the original payment method, usually 14–21 days after Ticketmaster receives the funds from the Event Organizer. For a postponed, rescheduled or moved event the tickets stay valid, and a refund is available only if the Event Organizer offers one.","evidence":["order number","Ticketmaster event-change email","the organizer's notice","total paid including fees and add-ons"],"steps":[{"do":"Check the event status and the notification email. Ticketmaster emails the options when the Event Organizer changes the status of an event.","channel":"event-status-help"},{"do":"For a cancelled event, take no action; the refund goes to the original payment method. The cancelled-event article lists MLB games, the Masters and the US Open Tennis Championships as exceptions; check that event's own help page."},{"do":"For a postponed, rescheduled or moved event, look for a Request Refund button on the order. If there is none, the organizer is not offering refunds and the tickets stay valid for the new date.","channel":"my-tickets-refund"},{"do":"If you received the tickets through Ticket Transfer, transfer them back to the original purchaser; only the original buyer gets refund options."},{"do":"If you bought at a venue box office, choose the refund option at the box office in person."},{"do":"If a cancelled-event refund has not arrived after 21 days, contact Fan Support with the order number.","channel":"fan-support-phone"},{"do":"If Ticketmaster still does not refund a cancelled event, dispute the charge with the card issuer (rule fcba-billing-error), then report to the FTC and your state attorney general.","regulator":"ftc"}],"facts":[{"kind":"deadline","claim":"For a cancelled event \"no action is required to obtain a refund\". The refund goes to the original payment method once Ticketmaster receives the funds from the Event Organizer and should appear within 14-21 days. MLB games, the Masters and the US Open Tennis Championships are excepted, and different rules apply to transferred and resold tickets.","issues":["event_cancelled"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9784845658641-What-happens-if-my-event-is-canceled","last_verified":"2026-10-13"},{"kind":"policy","claim":"Box office purchases for a cancelled event: you can choose your refund options in person, 30 days after the Event Organizer approves funds.","issues":["event_cancelled"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9784845658641-What-happens-if-my-event-is-canceled","last_verified":"2026-10-13"},{"kind":"policy","claim":"A postponed event means the Event Organizer is still deciding whether to reschedule or cancel. Tickets stay valid and refunds are available only if the organizer's policy allows; \"Refund policies are determined by the Event Organizers on an event-by-event basis.\"","issues":["event_cancelled"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9784866185745-What-happens-if-my-event-is-postponed","last_verified":"2026-10-13"},{"kind":"policy","claim":"For a rescheduled or moved event, tickets \"(including any upgrades or add-ons, such as parking) are still valid for the new date\". In some instances the Event Organizer may give the option to request a refund; it goes to the original payment method and should appear within 5-7 business days. The page gives no deadline for the request.","issues":["event_cancelled","refund_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9784889055889-What-happens-if-my-event-is-rescheduled-or-moved","last_verified":"2026-10-13"},{"kind":"policy","claim":"Resale on Ticketmaster: if a resold event is cancelled, Ticketmaster charges the seller's card on file to refund the buyer, and the buyer's refund should appear within 14-21 days after Ticketmaster receives funds from the Event Organizer. For a postponed, rescheduled or moved event, the seller is charged only if the organizer authorized refunds and the buyer requested one.","issues":["event_cancelled","refund_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9715663040785-What-happens-if-I-ve-sold-my-tickets-and-the-event-is-canceled-postponed-or-rescheduled","last_verified":"2026-10-13"},{"kind":"policy","claim":"Third-party resale tickets sold on Ticketmaster: \"All third-party ticket sales are final unless the event is canceled.\" For a cancelled event Ticketmaster says it will fully refund you for the tickets after they are returned; classic hard-stock tickets must be mailed back.","issues":["event_cancelled","refund_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9781090147985-Third-Party-Resale-Tickets-Everything-You-Need-to-Know","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"All sales are final unless the Event Organizer allows refunds; when it does, a Request Refund button appears on the order and the refund covers the whole order.","evidence":["order number","confirmation email","the organizer's refund notice"],"steps":[{"do":"Sign in and open the order in My Tickets. Use the Request Refund button if it is shown; a confirmation email follows.","channel":"my-tickets-refund"},{"do":"Before you submit, check the request; refund requests are final and cannot be changed once started."},{"do":"If there is no button and you think a refund is owed, ask Fan Support by chat from the order or by phone.","channel":"chat-my-tickets"},{"do":"For tickets bought elsewhere and transferred to you, ask the original point of purchase."}],"facts":[{"kind":"policy","claim":"\"The Event Organizers determine refund guidelines.\" If the organizer offers refunds, a Request Refund button appears on the order in My Tickets; refunds go to the original payment method and should appear within 5-7 business days.","issues":["refund_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9672063923345-How-do-I-know-if-my-order-is-eligible-for-refunds","last_verified":"2026-10-13"},{"kind":"policy","claim":"When refunds are authorized they apply to the entire order; partial refunds are not offered. Add-ons such as VIP Club, Lawn Chair, Parking and Fast Lane are refunded to the original payment method. Fan Club memberships and merchandise that has been shipped or delivered are not refundable. Organizer-approved automatic refunds should appear within 14-21 days of Ticketmaster receiving the funds.","issues":["refund_request","event_cancelled"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9672441081105-How-do-I-request-a-refund","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"All requests for refunds are final and cannot be changed once initiated.\"","issues":["refund_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9785043299601-What-happens-when-my-refund-is-approved","last_verified":"2026-10-13"},{"kind":"policy","claim":"For tickets received through Ticket Transfer, Ticketmaster refunds the person who bought them directly from Ticketmaster; the recipient must transfer them back to the original purchaser.","issues":["refund_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9715611361425-Can-I-get-a-refund-if-I-receive-a-ticket-through-Ticket-Transfer","last_verified":"2026-10-13"}]},{"issue":"billing_error","summary":"Since May 12, 2025 the FTC fee rule (rule ftc-junk-fees-rule) requires the total ticket price, with all mandatory fees, to be shown up front. Compare the advertised all-in price with the checkout total and the card statement.","evidence":["screenshot of the advertised price","order confirmation with the fee breakdown","card statement"],"steps":[{"do":"Compare the price shown when you chose the tickets with the total charged. Ticketmaster says the price shown covers face value and required fees; taxes are generally added separately."},{"do":"Ask Fan Support to correct a charge above the total you agreed to.","channel":"fan-support-phone"},{"do":"If it is not corrected, send a billing-error dispute to the card issuer (rule fcba-billing-error)."},{"do":"Report undisclosed mandatory fees to the FTC (rule ftc-junk-fees-rule) and to your state attorney general.","regulator":"ftc"}],"facts":[{"kind":"fee","claim":"Ticketmaster's fee page says the face value is set by the Event Organizer, the upfront price \"covers both the face value and required fees\", and taxes are generally added separately. Service fees are negotiated and shared between parties to the event. A facility charge is set by the venue, and \"Ticketmaster does not keep any portion of the facility charge.\"","issues":["billing_error"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9663528775313-How-are-ticket-prices-and-fees-determined-source-contact-faq","last_verified":"2026-10-13"},{"kind":"policy","claim":"16 CFR 464.2 requires a business that offers, displays or advertises live-event tickets to disclose the total price, including all mandatory fees, more prominently than other pricing information (rule ftc-junk-fees-rule, in effect since May 12, 2025).","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Dispute an unknown Ticketmaster charge with the card issuer at once, and tell Fan Support; customers whose data was in Ticketmaster's data security incident were offered identity monitoring.","evidence":["card statement","order numbers","Ticketmaster emails or letters about the data incident"],"steps":[{"do":"Check the orders in your Ticketmaster account. If you cannot sign in, use the account-access form on the contact page.","channel":"contact-forms"},{"do":"Report the charge to the card issuer at once (rules tila-unauthorized-card-liability and fcba-billing-error)."},{"do":"Call Fan Support to report unauthorized orders.","channel":"fan-support-phone"},{"do":"If Ticketmaster told you that your data was in its data security incident, ask Fan Support about the free 12-month identity monitoring.","channel":"data-incident-page"},{"do":"Report identity theft to the FTC.","regulator":"ftc"}],"facts":[{"kind":"policy","claim":"Ticketmaster says it found unauthorized activity on an isolated cloud database hosted by a third-party data services provider. The data may include email, phone number and encrypted credit card information of some customers who bought tickets to North American events. Ticketmaster notifies affected customers by email or first-class mail and offers them a free 12-month identity monitoring service. It says Ticketmaster accounts were not affected.","issues":["unauthorized_charge","privacy_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"DOJ antitrust case (U.S. and Plaintiff States v. Live Nation Entertainment, Inc. and Ticketmaster L.L.C., S.D.N.Y. 1:24-cv-03973-AS). The complaint was filed May 23, 2024. DOJ filed a Notice of Settlement on March 9, 2026, then a Proposed Final Judgment and Stipulation and Order on June 12, 2026 and a Competitive Impact Statement on June 29, 2026. As of 2026-10-13 the DOJ case page lists no final judgment.","source":"https://www.justice.gov/atr/case/us-and-plaintiff-states-v-live-nation-entertainment-inc-and-ticketmaster-llc","last_verified":"2026-10-13"},{"kind":"policy","claim":"The plaintiff states continued the trial without DOJ. On April 15, 2026 the jury returned a verdict that Live Nation had violated the antitrust laws through its monopoly power in the primary ticketing services market.","source":"https://www.naag.org/multistate-case/united-states-and-plaintiff-states-v-live-nation-entertainment-et-al-s-d-n-y-124-cv-03973-as/","last_verified":"2026-10-13"},{"kind":"policy","claim":"A law-firm summary of the verdict (April 28, 2026) says the verdict form found the conduct overcharged fans in 22 states by $1.72 per ticket, and that the case moves to a remedy phase in which the court decides relief, which could include consumer damages and a possible breakup. Live Nation said it would renew its motion for judgment as a matter of law.","source":"https://www.thompsoncoburn.com/insights/live-nation-and-ticketmaster-found-liable-for-antitrust-violations-by-federal-jury/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FTC case: on September 18, 2025 the FTC and seven states (Virginia, Utah, Florida, Tennessee, Nebraska, Illinois and Colorado) sued Live Nation and Ticketmaster in the U.S. District Court for the Central District of California, alleging advertised prices lower than the amount consumers had to pay, misleading ticket-limit claims, and resale of tickets brokers obtained above artists' limits (FTC Act and BOTS Act). The FTC's case page (last updated September 30, 2026) lists an Order Denying Motion to Dismiss and shows the case as pending.","issues":["billing_error"],"source":"https://www.ftc.gov/legal-library/browse/cases-proceedings/ticketmaster","last_verified":"2026-10-13"}],"known_blockers":["Chat needs sign-in to the Ticketmaster account; people who cannot sign in must use the Email Us option or a form on the contact page.","The Request Refund button is inside the signed-in account and appears only when the Event Organizer offers refunds.","Refund requests are final and cannot be changed once submitted.","Refunds for transferred tickets go only to the original purchaser; box office purchases are refunded at the box office.","The Purchase Policy, Resale Purchase Policy and Terms of Use at legal.ticketmaster.com load their text through a script, and automated fetches see only the page frame."],"notes":"Checked on help.ticketmaster.com on 2026-10-13. The Purchase Policy and Resale Purchase Policy (both effective August 12, 2025) did not render for this check, so whether service, order processing or delivery fees are refunded for a cancelled event is not recorded; the help articles on cancelled events do not say. No Ticketmaster page describing a buyer guarantee for resale tickets was found. In the DOJ case, the DOJ settled in March 2026 (Tunney Act review of the Proposed Final Judgment pending as of this check) while the states won a jury verdict on April 15, 2026; the remedies phase was ongoing. The FTC's September 2025 case survived a motion to dismiss in late September 2026.","official_domains":["ticketmaster.com"],"security":{"known_scams":[{"kind":"policy","claim":"BBB (May 9, 2023): lookalike websites with names similar to Ticketmaster appear in search results, take personal and card details, overcharge (one buyer was charged three times the ticket price), and send tickets in someone else's name or none. BBB says to buy through the venue or its official site, check the URL closely and pay by credit card.","source":"https://www.bbb.org/article/scams/27410-bbb-scam-alert-how-to-avoid-ticketmaster-lookalike-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticketmaster's data security incident page tells customers to be cautious of unsolicited emails from unknown senders, of links and attachments, and of requests for personal information over the phone.","source":"https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident","last_verified":"2026-10-13"}]}},"playbooks":{"event_cancelled":{"company":{"id":"ticketmaster","name":"Ticketmaster","sector":"ticketing","website":"https://www.ticketmaster.com","account_url":"https://my.ticketmaster.com/account"},"issue":{"id":"event_cancelled","name":"Event cancelled, postponed or changed"},"playbook_source":"company","summary":"A cancelled event is refunded automatically to the original payment method, usually 14–21 days after Ticketmaster receives the funds from the Event Organizer. For a postponed, rescheduled or moved event the tickets stay valid, and a refund is available only if the Event Organizer offers one.","evidence":["order number","Ticketmaster event-change email","the organizer's notice","total paid including fees and add-ons"],"steps":[{"do":"Check the event status and the notification email. Ticketmaster emails the options when the Event Organizer changes the status of an event.","channel":{"id":"event-status-help","type":"portal","label":"Event change guidance (cancelled, postponed, rescheduled or moved events)","value":"https://help.ticketmaster.com/hc/en-us/categories/13919047702033-Event-Updates","purposes":["event_cancelled"],"access":"open","source":"https://help.ticketmaster.com/hc/en-us/categories/13919047702033-Event-Updates","last_verified":"2026-10-13"}},{"do":"For a cancelled event, take no action; the refund goes to the original payment method. The cancelled-event article lists MLB games, the Masters and the US Open Tennis Championships as exceptions; check that event's own help page."},{"do":"For a postponed, rescheduled or moved event, look for a Request Refund button on the order. If there is none, the organizer is not offering refunds and the tickets stay valid for the new date.","channel":{"id":"my-tickets-refund","type":"portal","label":"My Tickets (event status, Request Refund button when the organizer allows refunds)","value":"https://my.ticketmaster.com/account","purposes":["event_cancelled","refund_request"],"access":"login","notes":"The Request Refund button appears on the order only if the Event Organizer offers refunds. A confirmation email follows the request. The account URL is the \"My Account\" link in the help center footer.","source":"https://help.ticketmaster.com/hc/en-us/articles/9672441081105-How-do-I-request-a-refund","last_verified":"2026-10-13"}},{"do":"If you received the tickets through Ticket Transfer, transfer them back to the original purchaser; only the original buyer gets refund options."},{"do":"If you bought at a venue box office, choose the refund option at the box office in person."},{"do":"If a cancelled-event refund has not arrived after 21 days, contact Fan Support with the order number.","channel":{"id":"fan-support-phone","type":"phone","label":"Ticketmaster Fan Support (customer service)","value":"+1-800-653-8000","hours":"Mon–Fri 9 a.m.–11:30 p.m., Sat 9 a.m.–10 p.m., Sun 9 a.m.–9 p.m. (the page says EST)","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Listed on the \"How to get help or contact us\" page as \"Call Us At 1-800-653-8000\".","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"}},{"do":"If Ticketmaster still does not refund a cancelled event, dispute the charge with the card issuer (rule fcba-billing-error), then report to the FTC and your state attorney general.","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}}],"channels":[{"id":"fan-support-phone","type":"phone","label":"Ticketmaster Fan Support (customer service)","value":"+1-800-653-8000","hours":"Mon–Fri 9 a.m.–11:30 p.m., Sat 9 a.m.–10 p.m., Sun 9 a.m.–9 p.m. (the page says EST)","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Listed on the \"How to get help or contact us\" page as \"Call Us At 1-800-653-8000\".","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"},{"id":"chat-my-tickets","type":"chat","label":"Chat with Fan Support from the order in My Tickets","value":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","purposes":["event_cancelled","refund_request","billing_error"],"access":"login","notes":"The contact page says \"Already have tickets? Sign in to chat.\" Find the order in My Tickets and select the Chat icon. People who cannot sign in use the contact-forms channel.","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"},{"id":"my-tickets-refund","type":"portal","label":"My Tickets (event status, Request Refund button when the organizer allows refunds)","value":"https://my.ticketmaster.com/account","purposes":["event_cancelled","refund_request"],"access":"login","notes":"The Request Refund button appears on the order only if the Event Organizer offers refunds. A confirmation email follows the request. The account URL is the \"My Account\" link in the help center footer.","source":"https://help.ticketmaster.com/hc/en-us/articles/9672441081105-How-do-I-request-a-refund","last_verified":"2026-10-13"},{"id":"event-status-help","type":"portal","label":"Event change guidance (cancelled, postponed, rescheduled or moved events)","value":"https://help.ticketmaster.com/hc/en-us/categories/13919047702033-Event-Updates","purposes":["event_cancelled"],"access":"open","source":"https://help.ticketmaster.com/hc/en-us/categories/13919047702033-Event-Updates","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"For a cancelled event \"no action is required to obtain a refund\". The refund goes to the original payment method once Ticketmaster receives the funds from the Event Organizer and should appear within 14-21 days. MLB games, the Masters and the US Open Tennis Championships are excepted, and different rules apply to transferred and resold tickets.","issues":["event_cancelled"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9784845658641-What-happens-if-my-event-is-canceled","last_verified":"2026-10-13"},{"kind":"policy","claim":"Box office purchases for a cancelled event: you can choose your refund options in person, 30 days after the Event Organizer approves funds.","issues":["event_cancelled"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9784845658641-What-happens-if-my-event-is-canceled","last_verified":"2026-10-13"},{"kind":"policy","claim":"A postponed event means the Event Organizer is still deciding whether to reschedule or cancel. Tickets stay valid and refunds are available only if the organizer's policy allows; \"Refund policies are determined by the Event Organizers on an event-by-event basis.\"","issues":["event_cancelled"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9784866185745-What-happens-if-my-event-is-postponed","last_verified":"2026-10-13"},{"kind":"policy","claim":"For a rescheduled or moved event, tickets \"(including any upgrades or add-ons, such as parking) are still valid for the new date\". In some instances the Event Organizer may give the option to request a refund; it goes to the original payment method and should appear within 5-7 business days. The page gives no deadline for the request.","issues":["event_cancelled","refund_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9784889055889-What-happens-if-my-event-is-rescheduled-or-moved","last_verified":"2026-10-13"},{"kind":"policy","claim":"Resale on Ticketmaster: if a resold event is cancelled, Ticketmaster charges the seller's card on file to refund the buyer, and the buyer's refund should appear within 14-21 days after Ticketmaster receives funds from the Event Organizer. For a postponed, rescheduled or moved event, the seller is charged only if the organizer authorized refunds and the buyer requested one.","issues":["event_cancelled","refund_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9715663040785-What-happens-if-I-ve-sold-my-tickets-and-the-event-is-canceled-postponed-or-rescheduled","last_verified":"2026-10-13"},{"kind":"policy","claim":"Third-party resale tickets sold on Ticketmaster: \"All third-party ticket sales are final unless the event is canceled.\" For a cancelled event Ticketmaster says it will fully refund you for the tickets after they are returned; classic hard-stock tickets must be mailed back.","issues":["event_cancelled","refund_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9781090147985-Third-Party-Resale-Tickets-Everything-You-Need-to-Know","last_verified":"2026-10-13"},{"kind":"policy","claim":"DOJ antitrust case (U.S. and Plaintiff States v. Live Nation Entertainment, Inc. and Ticketmaster L.L.C., S.D.N.Y. 1:24-cv-03973-AS). The complaint was filed May 23, 2024. DOJ filed a Notice of Settlement on March 9, 2026, then a Proposed Final Judgment and Stipulation and Order on June 12, 2026 and a Competitive Impact Statement on June 29, 2026. As of 2026-10-13 the DOJ case page lists no final judgment.","source":"https://www.justice.gov/atr/case/us-and-plaintiff-states-v-live-nation-entertainment-inc-and-ticketmaster-llc","last_verified":"2026-10-13"},{"kind":"policy","claim":"The plaintiff states continued the trial without DOJ. On April 15, 2026 the jury returned a verdict that Live Nation had violated the antitrust laws through its monopoly power in the primary ticketing services market.","source":"https://www.naag.org/multistate-case/united-states-and-plaintiff-states-v-live-nation-entertainment-et-al-s-d-n-y-124-cv-03973-as/","last_verified":"2026-10-13"},{"kind":"policy","claim":"A law-firm summary of the verdict (April 28, 2026) says the verdict form found the conduct overcharged fans in 22 states by $1.72 per ticket, and that the case moves to a remedy phase in which the court decides relief, which could include consumer damages and a possible breakup. Live Nation said it would renew its motion for judgment as a matter of law.","source":"https://www.thompsoncoburn.com/insights/live-nation-and-ticketmaster-found-liable-for-antitrust-violations-by-federal-jury/","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"fan-support-phone","type":"phone","label":"Ticketmaster Fan Support (customer service)","value":"+1-800-653-8000","hours":"Mon–Fri 9 a.m.–11:30 p.m., Sat 9 a.m.–10 p.m., Sun 9 a.m.–9 p.m. (the page says EST)","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Listed on the \"How to get help or contact us\" page as \"Call Us At 1-800-653-8000\".","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"Use chat from the order, or the Email Us option (contact-forms) if you cannot sign in. Keep the transcript.","channel":{"id":"chat-my-tickets","type":"chat","label":"Chat with Fan Support from the order in My Tickets","value":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","purposes":["event_cancelled","refund_request","billing_error"],"access":"login","notes":"The contact page says \"Already have tickets? Sign in to chat.\" Find the order in My Tickets and select the Chat icon. People who cannot sign in use the contact-forms channel.","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"payment_dispute","note":"Card dispute for a cancelled event that was not refunded (rule fcba-billing-error).","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Chat needs sign-in to the Ticketmaster account; people who cannot sign in must use the Email Us option or a form on the contact page.","The Request Refund button is inside the signed-in account and appears only when the Event Organizer offers refunds.","Refund requests are final and cannot be changed once submitted.","Refunds for transferred tickets go only to the original purchaser; box office purchases are refunded at the box office.","The Purchase Policy, Resale Purchase Policy and Terms of Use at legal.ticketmaster.com load their text through a script, and automated fetches see only the page frame."],"security":{"official_domains":["ticketmaster.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"BBB (May 9, 2023): lookalike websites with names similar to Ticketmaster appear in search results, take personal and card details, overcharge (one buyer was charged three times the ticket price), and send tickets in someone else's name or none. BBB says to buy through the venue or its official site, check the URL closely and pay by credit card.","source":"https://www.bbb.org/article/scams/27410-bbb-scam-alert-how-to-avoid-ticketmaster-lookalike-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticketmaster's data security incident page tells customers to be cautious of unsolicited emails from unknown senders, of links and attachments, and of requests for personal information over the phone.","source":"https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.851,"sources":{"primary":40,"reference":2,"other":5},"verified_from":{"page":24,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 85% of 47 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on help.ticketmaster.com on 2026-10-13. The Purchase Policy and Resale Purchase Policy (both effective August 12, 2025) did not render for this check, so whether service, order processing or delivery fees are refunded for a cancelled event is not recorded; the help articles on cancelled events do not say. No Ticketmaster page describing a buyer guarantee for resale tickets was found. In the DOJ case, the DOJ settled in March 2026 (Tunney Act review of the Proposed Final Judgment pending as of this check) while the states won a jury verdict on April 15, 2026; the remedies phase was ongoing. The FTC's September 2025 case survived a motion to dismiss in late September 2026.","warnings":[]},"refund_request":{"company":{"id":"ticketmaster","name":"Ticketmaster","sector":"ticketing","website":"https://www.ticketmaster.com","account_url":"https://my.ticketmaster.com/account"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"All sales are final unless the Event Organizer allows refunds; when it does, a Request Refund button appears on the order and the refund covers the whole order.","evidence":["order number","confirmation email","the organizer's refund notice"],"steps":[{"do":"Sign in and open the order in My Tickets. Use the Request Refund button if it is shown; a confirmation email follows.","channel":{"id":"my-tickets-refund","type":"portal","label":"My Tickets (event status, Request Refund button when the organizer allows refunds)","value":"https://my.ticketmaster.com/account","purposes":["event_cancelled","refund_request"],"access":"login","notes":"The Request Refund button appears on the order only if the Event Organizer offers refunds. A confirmation email follows the request. The account URL is the \"My Account\" link in the help center footer.","source":"https://help.ticketmaster.com/hc/en-us/articles/9672441081105-How-do-I-request-a-refund","last_verified":"2026-10-13"}},{"do":"Before you submit, check the request; refund requests are final and cannot be changed once started."},{"do":"If there is no button and you think a refund is owed, ask Fan Support by chat from the order or by phone.","channel":{"id":"chat-my-tickets","type":"chat","label":"Chat with Fan Support from the order in My Tickets","value":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","purposes":["event_cancelled","refund_request","billing_error"],"access":"login","notes":"The contact page says \"Already have tickets? Sign in to chat.\" Find the order in My Tickets and select the Chat icon. People who cannot sign in use the contact-forms channel.","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"}},{"do":"For tickets bought elsewhere and transferred to you, ask the original point of purchase."}],"channels":[{"id":"fan-support-phone","type":"phone","label":"Ticketmaster Fan Support (customer service)","value":"+1-800-653-8000","hours":"Mon–Fri 9 a.m.–11:30 p.m., Sat 9 a.m.–10 p.m., Sun 9 a.m.–9 p.m. (the page says EST)","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Listed on the \"How to get help or contact us\" page as \"Call Us At 1-800-653-8000\".","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"},{"id":"chat-my-tickets","type":"chat","label":"Chat with Fan Support from the order in My Tickets","value":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","purposes":["event_cancelled","refund_request","billing_error"],"access":"login","notes":"The contact page says \"Already have tickets? Sign in to chat.\" Find the order in My Tickets and select the Chat icon. People who cannot sign in use the contact-forms channel.","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"},{"id":"contact-forms","type":"web_form","label":"Email Us and help forms (for people who cannot sign in or have no tickets)","value":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","purposes":["account_access","unauthorized_charge","refund_request"],"access":"open","notes":"The contact page offers \"Email Us\" for people who cannot sign in and need information, and says to submit a form if you do not have tickets to an event yet, need to reset your password, or cannot get into your account. The page shows no email address and no direct form URL; open the options from this page.","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"},{"id":"my-tickets-refund","type":"portal","label":"My Tickets (event status, Request Refund button when the organizer allows refunds)","value":"https://my.ticketmaster.com/account","purposes":["event_cancelled","refund_request"],"access":"login","notes":"The Request Refund button appears on the order only if the Event Organizer offers refunds. A confirmation email follows the request. The account URL is the \"My Account\" link in the help center footer.","source":"https://help.ticketmaster.com/hc/en-us/articles/9672441081105-How-do-I-request-a-refund","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"\"The Event Organizers determine refund guidelines.\" If the organizer offers refunds, a Request Refund button appears on the order in My Tickets; refunds go to the original payment method and should appear within 5-7 business days.","issues":["refund_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9672063923345-How-do-I-know-if-my-order-is-eligible-for-refunds","last_verified":"2026-10-13"},{"kind":"policy","claim":"When refunds are authorized they apply to the entire order; partial refunds are not offered. Add-ons such as VIP Club, Lawn Chair, Parking and Fast Lane are refunded to the original payment method. Fan Club memberships and merchandise that has been shipped or delivered are not refundable. Organizer-approved automatic refunds should appear within 14-21 days of Ticketmaster receiving the funds.","issues":["refund_request","event_cancelled"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9672441081105-How-do-I-request-a-refund","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"All requests for refunds are final and cannot be changed once initiated.\"","issues":["refund_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9785043299601-What-happens-when-my-refund-is-approved","last_verified":"2026-10-13"},{"kind":"policy","claim":"For tickets received through Ticket Transfer, Ticketmaster refunds the person who bought them directly from Ticketmaster; the recipient must transfer them back to the original purchaser.","issues":["refund_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9715611361425-Can-I-get-a-refund-if-I-receive-a-ticket-through-Ticket-Transfer","last_verified":"2026-10-13"},{"kind":"policy","claim":"DOJ antitrust case (U.S. and Plaintiff States v. Live Nation Entertainment, Inc. and Ticketmaster L.L.C., S.D.N.Y. 1:24-cv-03973-AS). The complaint was filed May 23, 2024. DOJ filed a Notice of Settlement on March 9, 2026, then a Proposed Final Judgment and Stipulation and Order on June 12, 2026 and a Competitive Impact Statement on June 29, 2026. As of 2026-10-13 the DOJ case page lists no final judgment.","source":"https://www.justice.gov/atr/case/us-and-plaintiff-states-v-live-nation-entertainment-inc-and-ticketmaster-llc","last_verified":"2026-10-13"},{"kind":"policy","claim":"The plaintiff states continued the trial without DOJ. On April 15, 2026 the jury returned a verdict that Live Nation had violated the antitrust laws through its monopoly power in the primary ticketing services market.","source":"https://www.naag.org/multistate-case/united-states-and-plaintiff-states-v-live-nation-entertainment-et-al-s-d-n-y-124-cv-03973-as/","last_verified":"2026-10-13"},{"kind":"policy","claim":"A law-firm summary of the verdict (April 28, 2026) says the verdict form found the conduct overcharged fans in 22 states by $1.72 per ticket, and that the case moves to a remedy phase in which the court decides relief, which could include consumer damages and a possible breakup. Live Nation said it would renew its motion for judgment as a matter of law.","source":"https://www.thompsoncoburn.com/insights/live-nation-and-ticketmaster-found-liable-for-antitrust-violations-by-federal-jury/","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"fan-support-phone","type":"phone","label":"Ticketmaster Fan Support (customer service)","value":"+1-800-653-8000","hours":"Mon–Fri 9 a.m.–11:30 p.m., Sat 9 a.m.–10 p.m., Sun 9 a.m.–9 p.m. (the page says EST)","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Listed on the \"How to get help or contact us\" page as \"Call Us At 1-800-653-8000\".","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"Use chat from the order, or the Email Us option (contact-forms) if you cannot sign in. Keep the transcript.","channel":{"id":"chat-my-tickets","type":"chat","label":"Chat with Fan Support from the order in My Tickets","value":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","purposes":["event_cancelled","refund_request","billing_error"],"access":"login","notes":"The contact page says \"Already have tickets? Sign in to chat.\" Find the order in My Tickets and select the Chat icon. People who cannot sign in use the contact-forms channel.","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"payment_dispute","note":"Card dispute for a cancelled event that was not refunded (rule fcba-billing-error).","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Chat needs sign-in to the Ticketmaster account; people who cannot sign in must use the Email Us option or a form on the contact page.","The Request Refund button is inside the signed-in account and appears only when the Event Organizer offers refunds.","Refund requests are final and cannot be changed once submitted.","Refunds for transferred tickets go only to the original purchaser; box office purchases are refunded at the box office.","The Purchase Policy, Resale Purchase Policy and Terms of Use at legal.ticketmaster.com load their text through a script, and automated fetches see only the page frame."],"security":{"official_domains":["ticketmaster.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"BBB (May 9, 2023): lookalike websites with names similar to Ticketmaster appear in search results, take personal and card details, overcharge (one buyer was charged three times the ticket price), and send tickets in someone else's name or none. BBB says to buy through the venue or its official site, check the URL closely and pay by credit card.","source":"https://www.bbb.org/article/scams/27410-bbb-scam-alert-how-to-avoid-ticketmaster-lookalike-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticketmaster's data security incident page tells customers to be cautious of unsolicited emails from unknown senders, of links and attachments, and of requests for personal information over the phone.","source":"https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.851,"sources":{"primary":40,"reference":2,"other":5},"verified_from":{"page":24,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 85% of 47 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on help.ticketmaster.com on 2026-10-13. The Purchase Policy and Resale Purchase Policy (both effective August 12, 2025) did not render for this check, so whether service, order processing or delivery fees are refunded for a cancelled event is not recorded; the help articles on cancelled events do not say. No Ticketmaster page describing a buyer guarantee for resale tickets was found. In the DOJ case, the DOJ settled in March 2026 (Tunney Act review of the Proposed Final Judgment pending as of this check) while the states won a jury verdict on April 15, 2026; the remedies phase was ongoing. The FTC's September 2025 case survived a motion to dismiss in late September 2026.","warnings":[]},"billing_error":{"company":{"id":"ticketmaster","name":"Ticketmaster","sector":"ticketing","website":"https://www.ticketmaster.com","account_url":"https://my.ticketmaster.com/account"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Since May 12, 2025 the FTC fee rule (rule ftc-junk-fees-rule) requires the total ticket price, with all mandatory fees, to be shown up front. Compare the advertised all-in price with the checkout total and the card statement.","evidence":["screenshot of the advertised price","order confirmation with the fee breakdown","card statement"],"steps":[{"do":"Compare the price shown when you chose the tickets with the total charged. Ticketmaster says the price shown covers face value and required fees; taxes are generally added separately."},{"do":"Ask Fan Support to correct a charge above the total you agreed to.","channel":{"id":"fan-support-phone","type":"phone","label":"Ticketmaster Fan Support (customer service)","value":"+1-800-653-8000","hours":"Mon–Fri 9 a.m.–11:30 p.m., Sat 9 a.m.–10 p.m., Sun 9 a.m.–9 p.m. (the page says EST)","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Listed on the \"How to get help or contact us\" page as \"Call Us At 1-800-653-8000\".","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"}},{"do":"If it is not corrected, send a billing-error dispute to the card issuer (rule fcba-billing-error)."},{"do":"Report undisclosed mandatory fees to the FTC (rule ftc-junk-fees-rule) and to your state attorney general.","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}}],"channels":[{"id":"fan-support-phone","type":"phone","label":"Ticketmaster Fan Support (customer service)","value":"+1-800-653-8000","hours":"Mon–Fri 9 a.m.–11:30 p.m., Sat 9 a.m.–10 p.m., Sun 9 a.m.–9 p.m. (the page says EST)","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Listed on the \"How to get help or contact us\" page as \"Call Us At 1-800-653-8000\".","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"},{"id":"chat-my-tickets","type":"chat","label":"Chat with Fan Support from the order in My Tickets","value":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","purposes":["event_cancelled","refund_request","billing_error"],"access":"login","notes":"The contact page says \"Already have tickets? Sign in to chat.\" Find the order in My Tickets and select the Chat icon. People who cannot sign in use the contact-forms channel.","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"}],"facts":[{"kind":"fee","claim":"Ticketmaster's fee page says the face value is set by the Event Organizer, the upfront price \"covers both the face value and required fees\", and taxes are generally added separately. Service fees are negotiated and shared between parties to the event. A facility charge is set by the venue, and \"Ticketmaster does not keep any portion of the facility charge.\"","issues":["billing_error"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9663528775313-How-are-ticket-prices-and-fees-determined-source-contact-faq","last_verified":"2026-10-13"},{"kind":"policy","claim":"16 CFR 464.2 requires a business that offers, displays or advertises live-event tickets to disclose the total price, including all mandatory fees, more prominently than other pricing information (rule ftc-junk-fees-rule, in effect since May 12, 2025).","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-13"},{"kind":"policy","claim":"DOJ antitrust case (U.S. and Plaintiff States v. Live Nation Entertainment, Inc. and Ticketmaster L.L.C., S.D.N.Y. 1:24-cv-03973-AS). The complaint was filed May 23, 2024. DOJ filed a Notice of Settlement on March 9, 2026, then a Proposed Final Judgment and Stipulation and Order on June 12, 2026 and a Competitive Impact Statement on June 29, 2026. As of 2026-10-13 the DOJ case page lists no final judgment.","source":"https://www.justice.gov/atr/case/us-and-plaintiff-states-v-live-nation-entertainment-inc-and-ticketmaster-llc","last_verified":"2026-10-13"},{"kind":"policy","claim":"The plaintiff states continued the trial without DOJ. On April 15, 2026 the jury returned a verdict that Live Nation had violated the antitrust laws through its monopoly power in the primary ticketing services market.","source":"https://www.naag.org/multistate-case/united-states-and-plaintiff-states-v-live-nation-entertainment-et-al-s-d-n-y-124-cv-03973-as/","last_verified":"2026-10-13"},{"kind":"policy","claim":"A law-firm summary of the verdict (April 28, 2026) says the verdict form found the conduct overcharged fans in 22 states by $1.72 per ticket, and that the case moves to a remedy phase in which the court decides relief, which could include consumer damages and a possible breakup. Live Nation said it would renew its motion for judgment as a matter of law.","source":"https://www.thompsoncoburn.com/insights/live-nation-and-ticketmaster-found-liable-for-antitrust-violations-by-federal-jury/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FTC case: on September 18, 2025 the FTC and seven states (Virginia, Utah, Florida, Tennessee, Nebraska, Illinois and Colorado) sued Live Nation and Ticketmaster in the U.S. District Court for the Central District of California, alleging advertised prices lower than the amount consumers had to pay, misleading ticket-limit claims, and resale of tickets brokers obtained above artists' limits (FTC Act and BOTS Act). The FTC's case page (last updated September 30, 2026) lists an Order Denying Motion to Dismiss and shows the case as pending.","issues":["billing_error"],"source":"https://www.ftc.gov/legal-library/browse/cases-proceedings/ticketmaster","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"fan-support-phone","type":"phone","label":"Ticketmaster Fan Support (customer service)","value":"+1-800-653-8000","hours":"Mon–Fri 9 a.m.–11:30 p.m., Sat 9 a.m.–10 p.m., Sun 9 a.m.–9 p.m. (the page says EST)","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Listed on the \"How to get help or contact us\" page as \"Call Us At 1-800-653-8000\".","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"Use chat from the order, or the Email Us option (contact-forms) if you cannot sign in. Keep the transcript.","channel":{"id":"chat-my-tickets","type":"chat","label":"Chat with Fan Support from the order in My Tickets","value":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","purposes":["event_cancelled","refund_request","billing_error"],"access":"login","notes":"The contact page says \"Already have tickets? Sign in to chat.\" Find the order in My Tickets and select the Chat icon. People who cannot sign in use the contact-forms channel.","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"payment_dispute","note":"Card dispute for a cancelled event that was not refunded (rule fcba-billing-error).","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Chat needs sign-in to the Ticketmaster account; people who cannot sign in must use the Email Us option or a form on the contact page.","The Request Refund button is inside the signed-in account and appears only when the Event Organizer offers refunds.","Refund requests are final and cannot be changed once submitted.","Refunds for transferred tickets go only to the original purchaser; box office purchases are refunded at the box office.","The Purchase Policy, Resale Purchase Policy and Terms of Use at legal.ticketmaster.com load their text through a script, and automated fetches see only the page frame."],"security":{"official_domains":["ticketmaster.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"BBB (May 9, 2023): lookalike websites with names similar to Ticketmaster appear in search results, take personal and card details, overcharge (one buyer was charged three times the ticket price), and send tickets in someone else's name or none. BBB says to buy through the venue or its official site, check the URL closely and pay by credit card.","source":"https://www.bbb.org/article/scams/27410-bbb-scam-alert-how-to-avoid-ticketmaster-lookalike-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticketmaster's data security incident page tells customers to be cautious of unsolicited emails from unknown senders, of links and attachments, and of requests for personal information over the phone.","source":"https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.851,"sources":{"primary":40,"reference":2,"other":5},"verified_from":{"page":24,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 85% of 47 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on help.ticketmaster.com on 2026-10-13. The Purchase Policy and Resale Purchase Policy (both effective August 12, 2025) did not render for this check, so whether service, order processing or delivery fees are refunded for a cancelled event is not recorded; the help articles on cancelled events do not say. No Ticketmaster page describing a buyer guarantee for resale tickets was found. In the DOJ case, the DOJ settled in March 2026 (Tunney Act review of the Proposed Final Judgment pending as of this check) while the states won a jury verdict on April 15, 2026; the remedies phase was ongoing. The FTC's September 2025 case survived a motion to dismiss in late September 2026.","warnings":[]},"unauthorized_charge":{"company":{"id":"ticketmaster","name":"Ticketmaster","sector":"ticketing","website":"https://www.ticketmaster.com","account_url":"https://my.ticketmaster.com/account"},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Dispute an unknown Ticketmaster charge with the card issuer at once, and tell Fan Support; customers whose data was in Ticketmaster's data security incident were offered identity monitoring.","evidence":["card statement","order numbers","Ticketmaster emails or letters about the data incident"],"steps":[{"do":"Check the orders in your Ticketmaster account. If you cannot sign in, use the account-access form on the contact page.","channel":{"id":"contact-forms","type":"web_form","label":"Email Us and help forms (for people who cannot sign in or have no tickets)","value":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","purposes":["account_access","unauthorized_charge","refund_request"],"access":"open","notes":"The contact page offers \"Email Us\" for people who cannot sign in and need information, and says to submit a form if you do not have tickets to an event yet, need to reset your password, or cannot get into your account. The page shows no email address and no direct form URL; open the options from this page.","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"}},{"do":"Report the charge to the card issuer at once (rules tila-unauthorized-card-liability and fcba-billing-error)."},{"do":"Call Fan Support to report unauthorized orders.","channel":{"id":"fan-support-phone","type":"phone","label":"Ticketmaster Fan Support (customer service)","value":"+1-800-653-8000","hours":"Mon–Fri 9 a.m.–11:30 p.m., Sat 9 a.m.–10 p.m., Sun 9 a.m.–9 p.m. (the page says EST)","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Listed on the \"How to get help or contact us\" page as \"Call Us At 1-800-653-8000\".","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"}},{"do":"If Ticketmaster told you that your data was in its data security incident, ask Fan Support about the free 12-month identity monitoring.","channel":{"id":"data-incident-page","type":"portal","label":"Ticketmaster Data Security Incident (help article)","value":"https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident","purposes":["unauthorized_charge","privacy_request"],"access":"open","notes":"Directs affected customers to Fan Support through the Contact Us page. No enrollment URL, code or deadline is shown.","source":"https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident","last_verified":"2026-10-13"}},{"do":"Report identity theft to the FTC.","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}}],"channels":[{"id":"fan-support-phone","type":"phone","label":"Ticketmaster Fan Support (customer service)","value":"+1-800-653-8000","hours":"Mon–Fri 9 a.m.–11:30 p.m., Sat 9 a.m.–10 p.m., Sun 9 a.m.–9 p.m. (the page says EST)","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Listed on the \"How to get help or contact us\" page as \"Call Us At 1-800-653-8000\".","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"},{"id":"contact-forms","type":"web_form","label":"Email Us and help forms (for people who cannot sign in or have no tickets)","value":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","purposes":["account_access","unauthorized_charge","refund_request"],"access":"open","notes":"The contact page offers \"Email Us\" for people who cannot sign in and need information, and says to submit a form if you do not have tickets to an event yet, need to reset your password, or cannot get into your account. The page shows no email address and no direct form URL; open the options from this page.","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"},{"id":"data-incident-page","type":"portal","label":"Ticketmaster Data Security Incident (help article)","value":"https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident","purposes":["unauthorized_charge","privacy_request"],"access":"open","notes":"Directs affected customers to Fan Support through the Contact Us page. No enrollment URL, code or deadline is shown.","source":"https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"Ticketmaster says it found unauthorized activity on an isolated cloud database hosted by a third-party data services provider. The data may include email, phone number and encrypted credit card information of some customers who bought tickets to North American events. Ticketmaster notifies affected customers by email or first-class mail and offers them a free 12-month identity monitoring service. It says Ticketmaster accounts were not affected.","issues":["unauthorized_charge","privacy_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident","last_verified":"2026-10-13"},{"kind":"policy","claim":"DOJ antitrust case (U.S. and Plaintiff States v. Live Nation Entertainment, Inc. and Ticketmaster L.L.C., S.D.N.Y. 1:24-cv-03973-AS). The complaint was filed May 23, 2024. DOJ filed a Notice of Settlement on March 9, 2026, then a Proposed Final Judgment and Stipulation and Order on June 12, 2026 and a Competitive Impact Statement on June 29, 2026. As of 2026-10-13 the DOJ case page lists no final judgment.","source":"https://www.justice.gov/atr/case/us-and-plaintiff-states-v-live-nation-entertainment-inc-and-ticketmaster-llc","last_verified":"2026-10-13"},{"kind":"policy","claim":"The plaintiff states continued the trial without DOJ. On April 15, 2026 the jury returned a verdict that Live Nation had violated the antitrust laws through its monopoly power in the primary ticketing services market.","source":"https://www.naag.org/multistate-case/united-states-and-plaintiff-states-v-live-nation-entertainment-et-al-s-d-n-y-124-cv-03973-as/","last_verified":"2026-10-13"},{"kind":"policy","claim":"A law-firm summary of the verdict (April 28, 2026) says the verdict form found the conduct overcharged fans in 22 states by $1.72 per ticket, and that the case moves to a remedy phase in which the court decides relief, which could include consumer damages and a possible breakup. Live Nation said it would renew its motion for judgment as a matter of law.","source":"https://www.thompsoncoburn.com/insights/live-nation-and-ticketmaster-found-liable-for-antitrust-violations-by-federal-jury/","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"fan-support-phone","type":"phone","label":"Ticketmaster Fan Support (customer service)","value":"+1-800-653-8000","hours":"Mon–Fri 9 a.m.–11:30 p.m., Sat 9 a.m.–10 p.m., Sun 9 a.m.–9 p.m. (the page says EST)","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Listed on the \"How to get help or contact us\" page as \"Call Us At 1-800-653-8000\".","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"Use chat from the order, or the Email Us option (contact-forms) if you cannot sign in. Keep the transcript.","channel":{"id":"chat-my-tickets","type":"chat","label":"Chat with Fan Support from the order in My Tickets","value":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","purposes":["event_cancelled","refund_request","billing_error"],"access":"login","notes":"The contact page says \"Already have tickets? Sign in to chat.\" Find the order in My Tickets and select the Chat icon. People who cannot sign in use the contact-forms channel.","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"payment_dispute","note":"Card dispute for a cancelled event that was not refunded (rule fcba-billing-error).","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Chat needs sign-in to the Ticketmaster account; people who cannot sign in must use the Email Us option or a form on the contact page.","The Request Refund button is inside the signed-in account and appears only when the Event Organizer offers refunds.","Refund requests are final and cannot be changed once submitted.","Refunds for transferred tickets go only to the original purchaser; box office purchases are refunded at the box office.","The Purchase Policy, Resale Purchase Policy and Terms of Use at legal.ticketmaster.com load their text through a script, and automated fetches see only the page frame."],"security":{"official_domains":["ticketmaster.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"BBB (May 9, 2023): lookalike websites with names similar to Ticketmaster appear in search results, take personal and card details, overcharge (one buyer was charged three times the ticket price), and send tickets in someone else's name or none. BBB says to buy through the venue or its official site, check the URL closely and pay by credit card.","source":"https://www.bbb.org/article/scams/27410-bbb-scam-alert-how-to-avoid-ticketmaster-lookalike-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticketmaster's data security incident page tells customers to be cautious of unsolicited emails from unknown senders, of links and attachments, and of requests for personal information over the phone.","source":"https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.851,"sources":{"primary":40,"reference":2,"other":5},"verified_from":{"page":24,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 85% of 47 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on help.ticketmaster.com on 2026-10-13. The Purchase Policy and Resale Purchase Policy (both effective August 12, 2025) did not render for this check, so whether service, order processing or delivery fees are refunded for a cancelled event is not recorded; the help articles on cancelled events do not say. No Ticketmaster page describing a buyer guarantee for resale tickets was found. In the DOJ case, the DOJ settled in March 2026 (Tunney Act review of the Proposed Final Judgment pending as of this check) while the states won a jury verdict on April 15, 2026; the remedies phase was ongoing. The FTC's September 2025 case survived a motion to dismiss in late September 2026.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"fan-support-phone","type":"phone","label":"Ticketmaster Fan Support (customer service)","value":"+1-800-653-8000","hours":"Mon–Fri 9 a.m.–11:30 p.m., Sat 9 a.m.–10 p.m., Sun 9 a.m.–9 p.m. (the page says EST)","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Listed on the \"How to get help or contact us\" page as \"Call Us At 1-800-653-8000\".","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"Use chat from the order, or the Email Us option (contact-forms) if you cannot sign in. Keep the transcript.","channel":{"id":"chat-my-tickets","type":"chat","label":"Chat with Fan Support from the order in My Tickets","value":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","purposes":["event_cancelled","refund_request","billing_error"],"access":"login","notes":"The contact page says \"Already have tickets? Sign in to chat.\" Find the order in My Tickets and select the Chat icon. People who cannot sign in use the contact-forms channel.","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"payment_dispute","note":"Card dispute for a cancelled event that was not refunded (rule fcba-billing-error).","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["ticketmaster.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"BBB (May 9, 2023): lookalike websites with names similar to Ticketmaster appear in search results, take personal and card details, overcharge (one buyer was charged three times the ticket price), and send tickets in someone else's name or none. BBB says to buy through the venue or its official site, check the URL closely and pay by credit card.","source":"https://www.bbb.org/article/scams/27410-bbb-scam-alert-how-to-avoid-ticketmaster-lookalike-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticketmaster's data security incident page tells customers to be cautious of unsolicited emails from unknown senders, of links and attachments, and of requests for personal information over the phone.","source":"https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.851,"sources":{"primary":40,"reference":2,"other":5},"verified_from":{"page":24,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 85% of 47 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"dossier":{"title":"Ticketmaster — how complaints actually go","last_verified":"2026-10-13","file":"dossiers/ticketmaster.md","markdown":"## In short\n\nTicketmaster refunds a cancelled event automatically, but the Event Organizer decides whether a postponed, rescheduled or moved event gets refunds at all; if it does not, the tickets simply stay valid for the new date. Watch for the event-change email and the Request Refund button in your account, and check a request before you submit it, because refund requests cannot be changed. If a cancelled event is not refunded, a card dispute is the strongest next step. Buy only on ticketmaster.com or the venue's own site; the BBB has warned about lookalike sites.\n\n## How complaints actually go\n\n- Fan Support answers by phone at 1-800-653-8000 (Monday to Friday 9 a.m.–11:30 p.m., Saturday 9 a.m.–10 p.m., Sunday 9 a.m.–9 p.m., EST as the page states). Chat opens only from an order in My Tickets after you sign in; people who cannot sign in use the Email Us option or a form. [Ticketmaster: How to get help or contact us](https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us)\n- Ticketmaster says \"The Event Organizers determine refund guidelines.\" A Request Refund button appears on the order only when the organizer offers refunds, and the refund should appear within 5-7 business days. [Ticketmaster: Is my order eligible for refunds?](https://help.ticketmaster.com/hc/en-us/articles/9672063923345-How-do-I-know-if-my-order-is-eligible-for-refunds)\n- For a cancelled event no action is needed; the refund goes to the original payment method once Ticketmaster receives the organizer's funds and should appear within 14-21 days. MLB games, the Masters and the US Open Tennis Championships are listed as exceptions. [Ticketmaster: What happens if my event is canceled?](https://help.ticketmaster.com/hc/en-us/articles/9784845658641-What-happens-if-my-event-is-canceled)\n- For a postponed event the tickets stay valid while the organizer decides whether to reschedule or cancel; refunds depend on the organizer's policy for that event. [Ticketmaster: What happens if my event is postponed?](https://help.ticketmaster.com/hc/en-us/articles/9784866185745-What-happens-if-my-event-is-postponed)\n- The DOJ's antitrust case (S.D.N.Y. 1:24-cv-03973, filed May 23, 2024) ended for the DOJ in a settlement: a Notice of Settlement on March 9, 2026 and a Proposed Final Judgment on June 12, 2026. The DOJ case page lists no final judgment as of October 13, 2026. [DOJ case page](https://www.justice.gov/atr/case/us-and-plaintiff-states-v-live-nation-entertainment-inc-and-ticketmaster-llc)\n- The states that continued the trial won a jury verdict on April 15, 2026 that Live Nation violated the antitrust laws through monopoly power in primary ticketing; the court must still decide remedies. [NAAG case summary](https://www.naag.org/multistate-case/united-states-and-plaintiff-states-v-live-nation-entertainment-et-al-s-d-n-y-124-cv-03973-as/), [Thompson Coburn, April 28, 2026](https://www.thompsoncoburn.com/insights/live-nation-and-ticketmaster-found-liable-for-antitrust-violations-by-federal-jury/)\n- The FTC and seven states sued Live Nation and Ticketmaster on September 18, 2025 in the Central District of California over prices and ticket limits. The FTC's case page lists an Order Denying Motion to Dismiss and shows the case as pending (page last updated September 30, 2026). [FTC case page](https://www.ftc.gov/legal-library/browse/cases-proceedings/ticketmaster)\n\n## What tends to work\n\n- For a rescheduled or moved event, read the event-change email and look for a Request Refund button on the order; the organizer may offer refunds \"In some instances\", and the page gives no deadline, so act when the option appears. [Ticketmaster: Rescheduled or moved events](https://help.ticketmaster.com/hc/en-us/articles/9784889055889-What-happens-if-my-event-is-rescheduled-or-moved)\n- If you got tickets through Ticket Transfer, transfer them back to the original purchaser; Ticketmaster refunds only the person who bought from it. [Ticketmaster: Refunds for transferred tickets](https://help.ticketmaster.com/hc/en-us/articles/9715611361425-Can-I-get-a-refund-if-I-receive-a-ticket-through-Ticket-Transfer)\n- Compare the advertised price with the checkout total. Since May 12, 2025 the FTC fee rule (rule `ftc-junk-fees-rule`) requires the total price with all mandatory fees to be shown more prominently than other prices. [16 CFR 464.2](https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2)\n- If a cancelled event is not refunded, send the card issuer a written billing-error dispute within 60 days after the first statement that shows the charge (rule `fcba-billing-error`). [12 CFR 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n\n## Traps and fine print\n\n- \"All requests for refunds are final and cannot be changed once initiated.\" [Ticketmaster: When my refund is approved](https://help.ticketmaster.com/hc/en-us/articles/9785043299601-What-happens-when-my-refund-is-approved)\n- Organizer-approved refunds cover the whole order; partial refunds are not offered. Fan Club memberships and merchandise already shipped or delivered are not refunded. [Ticketmaster: How do I request a refund?](https://help.ticketmaster.com/hc/en-us/articles/9672441081105-How-do-I-request-a-refund)\n- Sellers on Ticketmaster resale pay for the buyer's refund: for a cancelled event Ticketmaster charges the seller's card on file. [Ticketmaster: Sold tickets and event changes](https://help.ticketmaster.com/hc/en-us/articles/9715663040785-What-happens-if-I-ve-sold-my-tickets-and-the-event-is-canceled-postponed-or-rescheduled)\n- Third-party resale tickets on Ticketmaster are final unless the event is cancelled; hard-stock tickets must be mailed back before a cancelled-event refund. [Ticketmaster: Third-party resale tickets](https://help.ticketmaster.com/hc/en-us/articles/9781090147985-Third-Party-Resale-Tickets-Everything-You-Need-to-Know)\n- The help articles on cancelled events do not say whether service, order processing or delivery fees are refunded; they point to the Purchase Policy (effective August 12, 2025), which loads only with a script. [Ticketmaster Purchase Policy](https://legal.ticketmaster.com/purchase-policy/)\n\n## By the numbers\n\n- The FTC alleges that mandatory fees can reach 44% of a ticket's cost, that fees totaled $16.4 billion from 2019 to 2024, and that consumers spent more than $82.6 billion on Ticketmaster tickets in that period. These are allegations in a pending case. [FTC press release, September 18, 2025](https://www.ftc.gov/news-events/news/press-releases/2025/09/ftc-sues-live-nation-ticketmaster-engaging-illegal-ticket-resale-tactics-deceiving-artists-consumers)\n- The April 2026 verdict form found that the conduct overcharged fans in 22 states by $1.72 per ticket. [Thompson Coburn, April 28, 2026](https://www.thompsoncoburn.com/insights/live-nation-and-ticketmaster-found-liable-for-antitrust-violations-by-federal-jury/)\n\n## Scams that target customers\n\n- The BBB reports lookalike websites with names similar to Ticketmaster in search results that take card details, overcharge (one buyer was charged three times the ticket price), and send tickets in someone else's name or none. Type the address yourself and pay by credit card. [BBB scam alert, May 9, 2023](https://www.bbb.org/article/scams/27410-bbb-scam-alert-how-to-avoid-ticketmaster-lookalike-scams)\n- After its data security incident, Ticketmaster told customers to be cautious of unsolicited emails from unknown senders and of phone requests for personal information. It notifies affected customers by email or first-class mail and offers them 12 months of free identity monitoring. [Ticketmaster: Data Security Incident](https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident)\n- Fan Support's own number is 1-800-653-8000, listed in Ticketmaster's help center; use it rather than a number from a search ad or social media. [Ticketmaster: How to get help or contact us](https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us)\n"},"guide":{"key":"ticketing","title":"Event tickets and resale — how complaints work","last_verified":"2026-10-13","file":"guides/ticketing.md","page":"https://escalate.alexgaoth.com/#/guides/ticketing"}}