StubHub is a ticket marketplace where buyers and sellers exchange tickets for live events, including concerts, sports, and theater. It operates as a standalone brand headquartered in New York and is owned by StubHub Holdings, the parent company that also owns Viagogo. StubHub Holdings is not a publicly traded company; it remains privately held and has no listing on the NYSE or any other exchange.
How to reach a person at StubHub
Customer service: (866) 788-2482
StubHub Responsiveness rating
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What you need to know about StubHub
Customer reviews of StubHub’s service are predominantly negative, as reflected in various online reviews. We had a recent case involving Stubhub not delivering customer’s tickets. Stubhub sold tickets for seats that does not exist. StubHub’s FanProtect Guarantee failed this fan. The company issued tickets for the wrong showtime. Stubhub refunds the wrong customer. Stubhub sent tickets for the wrong seats to a customer.
- StubHub’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with StubHub with our insider guide or through our executive contacts.
- StubHub’s customer service policies are standard. Here are our frequently asked questions about StubHub.
StubHub customer service response times
StubHub offers customer support through various platforms, each with differing response times.
| Phone support | Available daily from 5 a.m. to 9 p.m. Pacific time. Response times can vary; some users have reported extended hold times. Call (866) 788-2482. |
| Email support | Response times may be long, with some users reporting no replies to their inquiries. Email customerservice@stubhub.com. StubHub’s published process does not allow email‑initiated refunds. |
| Social media support | Active on X, operating daily from 9 a.m. to 11 p.m. Eastern time. Response times seem to have improved, averaging under 20 minutes. |
How to resolve a problem with StubHub
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.StubHub mailing address
Corporate Service Mail
P.O. Box 448
Draper, UT 84020
StubHub loyalty program
StubHub does not currently offer a formal loyalty program for frequent buyers or sellers.
StubHub social media channels
StubHub executive customer service contacts
Primary Contact
Nick Tuyau
Senior Manager, Global Customer Service
Corporate Service Mail
P.O. Box 448
Draper, UT 84020
nick.tuyau@stubhub.com
Chief Executive
Eric H. Baker
Corporate Service Mail
P.O. Box 448
Draper, UT 84020
ebaker@stubhub.com
Other
Rachel Coon
Senior Executive Assistant to CEO
Corporate Service Mail
P.O. Box 448
Draper, UT 84020
rachel.coon@stubhub.com
StubHub customer service policies
What is StubHub's user agreement?
StubHub’s user agreement outlines the terms and conditions governing the use of the platform, including user responsibilities, prohibited activities, and limitations of liability.
How does StubHub handle user privacy?
StubHub’s privacy policy details how the company collects, uses, and protects personal information, including data collection methods, usage purposes, and user rights regarding data.
StubHub complies with legal requirements (GDPR/CCPA), but:
- It does not guarantee deletion rights in all cases.
- StubHub retains data for fraud prevention, tax, and transaction verification.
- They share data with partners and acquisition-related entities.
What is StubHub's cookie notice?
StubHub’s cookie notice explains the use of cookies and similar technologies on the website, including the types of cookies used, the purposes, and how users can manage their cookie preferences.
StubHub self-service links
How can I upload e-tickets to a listing or sale on StubHub?
To upload e-tickets (PDF format) to your listing or sale:
- Log in to your StubHub account.
- Navigate to “My tickets” and select “Sales” to find the relevant sale.
- Click “Upload tickets” and follow the prompts to add your PDF files.
What are the different ticket types available on StubHub?
StubHub offers various ticket types, including:
- Mobile transfer tickets: Transferred to your mobile device; you’ll need a smartphone to access these.
- Electronic/PDF tickets: Downloadable and printable tickets in PDF format.
- Hard stock/paper tickets: Physical tickets shipped to you.
How do I send mobile transfer or AXS tickets on StubHub?
- Locate the buyer’s email address provided by StubHub.
- Use the original ticket provider’s platform (e.g., AXS) to initiate the transfer to the buyer’s email.
- Confirm the transfer and inform the buyer.
How do I deliver tickets to buyers on StubHub?
The delivery method depends on the ticket type:
- Electronic/PDF tickets: Upload the PDF files to your StubHub sale.
- Mobile transfer tickets: Transfer via the original ticket provider’s platform.
- Physical tickets: Ship the tickets using the provided shipping label.
Is StubHub a public company?
StubHub Holdings, Inc. trades on Nasdaq under the ticker STUB. It became publicly traded in 2025.
How can I contact StubHub customer service?
Call (866) 788-2482 or email customerservice@stubhub.com.
When can I contact StubHub customer service?
Customer service is available from 5 a.m. to 9 p.m. Pacific time, 7 days a week.
Can I get a refund from StubHub
StubHub provides refunds for specific circumstances.
- General refund policy: StubHub’s “FanProtect guarantee” covers instances where tickets don’t arrive on time, are invalid for the listed event, or are misrepresented. It also applies to event cancellations or rescheduling that necessitate new tickets.
- Event cancellations: In case of event cancellation, StubHub typically offers full refunds to ticket buyers, through the original payment method.
- Rescheduled events: StubHub generally honors tickets for rescheduled events. If unable to attend the new date, you can list your tickets for resale on StubHub. If sold, you will receive compensation; if not, you may be eligible for a refund based on StubHub’s policies.
How can I get a refund from StubHub?
To initiate a refund process with StubHub, call (866) 788-2482 or email customerservice@stubhub.com.
Refunds are not always automatic. Buyers often must request them.
Some cancellations (e.g., postponements that become indefinite) are not treated as cancellations by StubHub until the venue declares it.
How to get professional help with your StubHub problem
If you need help with StubHub, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
What do you think of StubHub?
Submit your review | |
Is a negative score possible? Ordered tickets earlier this week. Seller was apparently inept and couldn’t provide tickets. An hour before showtime I was offered ridiculously inferior tickets and opted for the refund. I received confirmation that refund would be processed. Later that day I received and email that StubHub was looking into my refund and would be contacted within 72 hours if anything else was needed. I decided to contact today just to check on my refund (after 72 hours had passed) only to be told that there was no record of my refund. After sending multiple screenshots proving this was incorrect I was told my request would be escalated and that would take 72 hours. I asked to speak to a supervisor and was told I would receive a call with 1-2 hours. Nope. 3 hours after this infuriating first encounter I reached out again to ask about the call. After laboring to repeat the story again I finally was able to get written confirmation that a refund had been processed. The customer service agents ranged from clueless and incompetent to confrontational and overtly rude. Never, never again will I do business with this company. Hours wasted.
