Vivid Seats will notify the seller as soon as possible if a customer files a claim stating they have been denied entry at their event. When contacted, please acknowledge that you are aware of the potential issue. In many such cases, the customer will call Vivid Seats from the event where they are experiencing the issue. If you receive a phone call or email from Vivid Seats regarding a denial of entry on the night of the event, please respond as soon as possible with any solutions.


Vivid Seats thoroughly investigates all claims of denied entry with customers and sellers. Sellers will be required to fill out a denial of entry questionnaire to assist with the investigation. This form, along with any evidence to disprove the customer's claim, must be submitted within 3 business days of receipt. If either the customer or the seller is able to provide overwhelming evidence for their claim, the resolution may be closed in favor of that party. Please be advised that providing full details and cooperating in the investigation will result in a reduced penalty if the resolution is not in your favor. Alternatively, failure to submit this form within 3 business days will result in an automatic charge of 200% of the purchase order. 


 The majority of such issues are caused by human or technological error, so sellers are strongly recommended to investigate all possibilities.  

  • Were tickets cancelled by the primary market box office without notification? 
  • Were the correct section, row, and seat numbers uploaded with the order in question?  
  • Was there a double sale, double upload, or incorrect upload to Vivid Seats or another exchange?  
  • Were the tickets in question ever offered as replacements to another order & manually uploaded? 
  • Were tickets accidentally reissued at any point? 

If, upon review, it appears that the issue was not the result of human or technological error, please reach out to the team or venue to obtain a scan report for the seats in question, as well as any applicable venue correspondences. Vivid Seats will not share any information about venue employees or contact venue employees in any way unless given express permission by the seller.

Sellers may reopen denied entry cases after a financial resolution has occurred by submitting documentation that disputes the validity of the claim.