StubHub’s FanProtect Guarantee is designed to make buying resale tickets feel safer — but it doesn’t cover every “what if” scenario. The key detail most people miss? Canceled and rescheduled events are treated very differently. Before you buy, it’s also worth checking Groupon’s StubHub discount codes so you’re saving money as well as protecting it.

Here’s a clear, no-jargon breakdown of what FanProtect actually covers, what it doesn’t, and how to use it if something goes wrong.

What StubHub’s FanProtect Guarantee Covers

The strong part of FanProtect is how it handles classic resale headaches — missing tickets, bad barcodes and sellers who don’t deliver what they promised. In those situations, StubHub is usually on your side.

Tickets that don’t arrive or don’t scan

If your tickets never show up, arrive too late or fail at the gate, StubHub will attempt to secure comparable replacement tickets. If that is not possible, you should receive a refund. The idea is simple: you paid to get in, so FanProtect steps in if the seller fails you.

Fake, invalid or mislisted tickets

If a seller lists the wrong section, sells duplicate tickets or provides invalid barcodes, StubHub treats that as a covered issue. They will typically:

• Try to provide similar or better replacement tickets, or
• Issue a refund or credit if replacement tickets cannot be found

In some rare cases, buyers have received credits worth more than they originally paid, but you should expect at least to get your money back if you followed StubHub’s rules.

Canceled events (not rescheduled)

If an event is officially canceled and will not be rescheduled, FanProtect kicks in with two main options:

• A 120% credit of your original purchase amount, or
• A cash refund if you prefer money back instead of credit

That bonus 20% can make a cancellation sting a little less — as long as the event is truly canceled rather than just moved.

What FanProtect Does Not Cover

FanProtect is a guarantee, not a no-questions-asked insurance policy. There are clear limits to what it does not protect you from, and most of them come down to schedule changes or buyer circumstances.

Rescheduled or postponed events

If an event is postponed or moved to a new date, your original tickets remain valid — and that usually means no refund and no credit. If you can’t attend the new date, you’re expected to:

• Use the tickets on the rescheduled date, or
• Resell them yourself through StubHub or another platform

This is the single biggest “gotcha” in the policy and the part that often surprises buyers.

Changing your mind or not being able to attend

If you decide you no longer want to go, your friends bail or your schedule changes, FanProtect does not apply. StubHub is a resale marketplace, so once your purchase is confirmed, it is generally treated as final unless the event status changes or the tickets themselves are invalid.

Reporting issues too late or filing chargebacks

You are expected to contact StubHub as soon as you discover a problem. Waiting until after the event or immediately filing a credit card dispute can limit what StubHub can do for you. In many cases, working through StubHub’s support team first gives you a better shot at replacements or refunds.

How to Use FanProtect When Something Goes Wrong

Knowing you’re covered is one thing; actually using that coverage is another. Here’s how to get the best outcome if you run into trouble.

Step-by-step: what to do if there’s an issue

1. Check your tickets early: As soon as they’re delivered, confirm names, dates, seat numbers and barcodes where possible.
2. Contact StubHub immediately: If anything looks wrong, reach out to StubHub support right away with your order number and details.
3. Follow their instructions: You may be asked for screenshots, photos or venue confirmation. Providing these quickly helps speed up your case.

What to expect from the claims process

StubHub will review your situation, check with the seller if necessary and then offer a resolution. Depending on the problem and how close you are to event time, that might be:

• New tickets of similar or better quality
• A refund to your original payment method
• A credit for future purchases

Response times can be faster or slower depending on how busy the event calendar is, so reporting early is always in your favour.