MrStubs Support

Frequently asked questions

Quick answers to the most common ticket and account questions. Not finding what you need? Email [email protected].

• I didn't receive my ticket — what do I do?+

  Tickets are emailed instantly after checkout and are also always available in your account under My Tickets. If you can't find your confirmation, check your spam folder, then sign in at mrstubs.com and open My Tickets — every ticket you've ever bought is there. Still stuck? Email [email protected] with the order email address and we'll resend.
• How do I request a refund?+

  Refund eligibility depends on the event organizer's policy, which is shown on every event page before checkout. To request a refund, email [email protected] with your order number — we'll route it to the organizer and follow up with you. If the event was canceled by the organizer, you do not need to request anything: refunds are issued automatically to the original payment method.
• How do I transfer my ticket to someone else?+

  Open My Tickets, select the ticket you want to transfer, and tap Transfer. Enter the recipient's email address. They'll receive a secure link, accept the transfer, and the ticket moves to their MrStubs account. You'll get a confirmation when the transfer completes. Transfers are free.
• How do I contact the event organizer?+

  Every event page includes the organizer's name and a Contact Organizer button that sends them a message through MrStubs. Use it for questions about the venue, accessibility, schedule, or anything specific to that event. If you can't reach the organizer or it's been more than 2 business days, email [email protected] and we'll help.
• The event was canceled — what happens to my money?+

  When an organizer cancels an event, MrStubs automatically refunds every ticket to the original payment method. You'll receive an email confirming the refund. Bank/card processing typically returns the funds within 5-10 business days. You don't need to file a claim or contact us — the refund is automatic.
• How do I change the email or name on a ticket?+

  If the ticket needs to go to a different attendee, use the transfer flow above (My Tickets → Transfer). If you just need to correct a typo on your own account, sign in and update your profile under Account Settings. The QR code on a ticket is what gets scanned at the door — names on tickets are informational, so most events accept tickets with a name typo as long as you can present the QR.
• I'm an event organizer — how do I get help?+

  Organizers can reach our team at [email protected] or +1 (213) 260-3390 during US business hours. For setup help, the Organizer Help Center at mrstubs.com/help/organizers covers event creation, ticket types, payouts, scanning, and refund handling. For payout or tax questions, please email and include the event name so we can pull your account.
• Is my payment information secure?+

  Yes. MrStubs never stores your card number. All payments are processed by PCI-DSS-certified processors (Stripe, Square, or PayPal — depending on the event), and only a tokenized reference is kept on our side for refunds and customer service. The site is served over HTTPS end-to-end.