We apologize for any inconvenience during the purchasing process. Below, we explain the most common situations that may arise and how to resolve them:
What to do if the page is unresponsive?
Did you enter all the information but the page froze?
- It’s possible that the purchase is still being processed. We recommend waiting a few minutes to see if the transaction is completed. If the payment was successful, you will receive a confirmation email later, and you will be able to see your purchase in the "Orders" section of your profile.
- If after a few minutes you do not receive the confirmation email or see the transaction in "Orders," access your online banking area to check that the charge has not been made. If you see the charge recorded but cannot see your purchase, contact us for assistance. Otherwise, if the amount does not appear deducted in your online banking, return to the event page and restart the purchasing process.
What to do if an error message indicates something went wrong?
Did you encounter an error while trying to purchase tickets on StubHub International?
- Go to Profile > Settings and check that all your information is complete in the Contact tab. If there are any mandatory fields empty, click on the pencil icon to enter the missing data and save the changes.
- If everything is correct and you are still having issues, contact us for assistance.
What to do if an error indicates the tickets are no longer available?
Since StubHub International is a dynamic platform, tickets can be bought or removed at any time. If you see this error:
- Return to the event page and search for the listing again.
- If it is no longer available, consider purchasing an alternative ticket.
What to do if you cannot pay with card or PayPal in installments?
If the system rejects your card or does not allow you to pay with PayPal in installments.
- Check the entered information or try another payment method, as well as if the card you are trying to use has any payment limit that may be causing the error. If the problem persists, contact your bank.
- For issues with PayPal installment payments, contact PayPal directly to review the conditions.
What to do if you cannot add a promotional code?
If you try to add a promotional code and it won’t let you save it, or it appears as expired or invalid, we suggest copying and pasting the code to avoid errors.
- Make sure there are no spaces at the beginning or end.
- If the code appears as expired or invalid, check that it meets the conditions.
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