There are a few reasons why Ticketmaster may not allow you to exchange tickets:
Restrictive ticket exchange policies
Many tickets sold through Ticketmaster have restrictions set by the event organizer or venue that prohibit exchanges. This is especially common with high-demand shows where there is a risk of scalping. The ticket may say “No exchanges” or “Non-transferable” on it.
Time limits on exchanges
Most events will only allow ticket exchanges up until a certain date before the event, usually 48-72 hours. This prevents last minute exchanges that could cause issues with seating charts, capacity limits, etc. If you are past the exchange deadline, Ticketmaster will not allow an exchange.
Differences between exchanges and refunds
It’s important to note the difference between a ticket exchange and a refund. With an exchange, you are returning the original tickets and getting new ones in exchange within the same order. Refunds return the money to your original payment method. Exchanges are more flexible, while refunds are usually restricted.
When can you exchange tickets on Ticketmaster?
Here are some key factors that determine if Ticketmaster will allow a ticket exchange:
Before the no exchange deadline
As mentioned already, most events will set an advance cutoff date for exchanges, usually 2-3 days before the event starts. As long as you request the exchange before this deadline, and meet other exchange criteria, Ticketmaster will allow it.
Same event, different date
If you want tickets for the same event on a different date, like a different show date on a concert tour, exchanges are generally permitted as long as tickets are available.
Same quantity of tickets
You can only exchange tickets for the same quantity you originally purchased. For example, if you bought 2 tickets, you can only exchange into another order with 2 tickets.
Same type of tickets
Exchanges must be into the same ticket type or category – you cannot exchange a standard ticket for a premium VIP ticket, for example.
No extra fees refunded
If the new ticket order is less expensive, you typically do not get refunded the difference. The exchange is for tickets only.
| Exchange Scenario | Will Ticketmaster Allow It? |
|---|---|
| Exchanging 5 tickets for a May concert to a June concert of the same band | Yes |
| Exchanging 1 floor ticket for 1 lower bowl ticket | No |
| Exchanging 3 tickets for 2 tickets | No |
When is a ticket exchange not allowed?
In any of these scenarios, Ticketmaster will not be able to process a ticket exchange:
Past the no exchange deadline
If you miss the cutoff date set by the event, Ticketmaster’s system will block the exchange attempt.
Insufficient inventory
If the event is sold out or does not have enough tickets left in the category you want to exchange to, no exchange is possible.
Downgrading ticket type
Exchanges must be into equal or higher ticket categories only. Exchanging a premium ticket for a general admission ticket is not allowed.
Reselling for profit
Ticketmaster prohibits exchanges meant to resell tickets at a higher price, also known as scalping. Any evidence of this will block the exchange.
Drastically different quantity
Exchanging a large group of tickets for a small handful, or vice versa, is not permitted in most cases. The quantity must stay substantially the same.
| Exchange Scenario | Will Ticketmaster Allow It? |
|---|---|
| Exchanging 8 tickets to a concert for 2 tickets to the same concert | No |
| Exchanging 1 front row ticket for 1 upper level ticket | No |
| Exchanging 4 tickets 1 hour before showtime | No |
How to exchange tickets on Ticketmaster
If your proposed exchange meets all the Ticketmaster criteria, here is how to request it:
On the Ticketmaster website
1. Log into your Ticketmaster account and find the order you want to exchange.
2. Select the “Exchange” button or link near the order details.
3. Follow the prompts to choose a new event and ticket type. The system will only show available exchange options.
4. Confirm the exchange details and submit the exchange request.
Over the phone
1. Call Ticketmaster Customer Service at (800) 653-8000.
2. Provide the order number and ask the representative to assist with an exchange.
3. They will walk you through the available exchange options and process the request.
4. The representative will email a confirmation of the exchange if it goes through.
At the box office
1. Bring your tickets to the venue’s box office that originally issued them.
2. Explain you want to exchange the tickets and ask what options they may have available.
3. If an on-site exchange is possible, they will assist you with the process immediately.
4. The new tickets will be printed on-site if available.
Getting a refund instead of an exchange
If Ticketmaster won’t allow you to exchange your tickets for some reason, getting a refund may be an alternative option in some cases. Here’s what to know:
Refund vs. exchange deadlines
The cutoff date for refunds is typically earlier than the exchange deadline. You usually need to request a refund at least 7-10 days in advance.
Refund eligibility reasons
If an event is postponed, rescheduled, or canceled, Ticketmaster will allow refunds. Other reasons like personal emergencies may also authorize a refund.
Refunds to original payment
Refunds go back to the original payment method used to buy the tickets. There is no option to get the money in another form.
Restocking fees may apply
Ticketmaster often charges a restocking fee for refunded tickets. This could be 10-15% of the ticket price.
| Refund Scenario | Potential Outcome |
|---|---|
| Requesting refund 2 weeks before event due to emergency | Refund approved, minus restocking fee |
| Show is postponed by organizer, new date doesn’t work | Full refund approved |
| Requesting refund day before event because you can’t go | Refund denied |
Other options if you can’t use your tickets
If you are past the exchange deadline or refund cutoff, there are a couple last resort options:
Sell tickets on a resale site
You can sell your tickets on a Ticketmaster-linked resale marketplace like NFL Ticket Exchange. The tickets often sell for below face value, but it recoups some of your losses.
Transfer tickets to someone else
Transferring tickets transfers ownership to someone else through Ticketmaster. However, this option is only available if the original tickets were transferable. Many are non-transferable.
Donate the tickets
Donating unused tickets to charity may offer a tax deduction. Organizations like TicketingForGood will accept ticket donations and distribute them to those in need.
Conclusion
Ticketmaster limits exchanges in order to prevent scalping and stay organized. Make sure your exchange request meets all their criteria, including matching quantities, ticket types, and order specifics. Act before the no exchange deadline passes. If an exchange isn’t possible, explore refunds or last resort options like resale, transfers, and donations. Carefully read the fine print when ordering tickets to understand the exchange and refund policies ahead of time.
