Frequently Asked Questions

Originally as @stooping_theatre on Instagram, we manually helped over 1,000 NYC theatergoers resell last-minute Broadway tickets that they could no longer use.

As the community grew, we moved beyond DMs and built Theatr: an app that keeps the spirit of the community that we built on Instagram alive while streamlining the process through a marketplace.

On Theatr, people can resell their tickets at or below the price paid, ensuring that others can enjoy the show at a fair cost and that no seat goes empty.

Beyond ticket resale, we’re creating a new kind of theatergoing experience that fosters a community of theatre lovers advocating for access. By sharing reflections on shows, offering seating insights, and passing on secondhand tickets, we’re making theatre, music, opera, and dance — live cultural experiences that once felt out of reach for newcomers — truly inclusive and accessible.

- Selling on Theatr is free so you keep all of your earnings if you make a sale!

- All tickets are sold at price paid or below. No upcharging.

- Tickets sell super quickly. 40% tickets are gone in 10 minutes, even on the day of the show.

Email us at support@theatr-app.com. Your email will go straight to our founder’s team!

See a listing you’re interested in? You can purchase it directly on Theatr. Before purchasing tickets, make sure to check proof of purchase and verify that the show date/time and price paid align with the listing details.

After payment, you and the seller will receive each other’s contact info for ticket transfer.

If the tickets turn out to be invalid or fake, you can dispute to get your money back up until 30 minutes after the show begins.

If you see any suspicious listings or proofs of purchase that don’t include both the show date/time and price paid, please report them. Our system automatically removes suspicious listings once the number of report passes the threshold.

We do encourage users to fully verify proof of purchase and make sure that the price paid is clearly visible before buying a listing. If a proof of purchase does not include price paid, please report the listing to us. However, we sadly do not offer refunds for overcharged tickets.

It can take 5-10 business days to appear on your account, but it varies based on your payment method, your bank, and how quickly you canceled the payment.

Sometimes multiple charges may appear as pending on your statement because your payment didn’t go through on the first attempt for reasons like zip code error. However, the extra ones will be removed in a few business days.

It depends on the original ticket platform. Some barcodes will work as screenshots, others will not (for example, SeatGeek digital tickets will not work as screenshots). Tickets through Ticketmaster and SeatGeek can be transferred through the official website. Some digital tickets are in PDF form, in which case a PDF or screenshot of the PDF will work, and others are stored on their app (for example, TodayTix) and, in that case, screenshots will work. For more information on how you will receive the tickets, refer to this Ticket Transfer Guide.

Most of the time box office pick-up will work as long as you know the name the ticket is under. Sometimes the box office does check ID, but this is most often with TDF tickets. You can always try to work something out with your seller (for example, maybe they can pick up the ticket early and hand it off to you outside of the theater or call the box office and put the ticket under your name), but if they are unable to do so, be wary that the box office does occasionally ask for ID.

If you buy a ticket and never receive it, reach out to your seller first to make sure there wasn’t a mix-up. If you still don’t hear back, you can cancel the transaction for a full refund as long as the seller hasn’t marked the tickets as transferred on the app.

If the show is very soon, feel free to cancel the order. If you have time before the show, wait a little bit to see if the seller will respond but also remember that you can cancel at any time before you receive the ticket.

If the ticket is invalid or fake, you can dispute the transaction up until 30 minutes after the show begins for a full refund.

Any tickets to live performance event in NYC, including theatre, concert, dance, opera…

You can sell either physical or digital tickets. If the tickets are digital, make sure to transfer them to the buyer via email. If they are physical, you can give the buyer the name that they will be under at the box office or meet them at the theatre for in-person handoff. Be sure to specify in your listing how you will transfer the tickets.

No, you may not resell past date tickets. Past date tickets are not allowed to be resold as per the box office rules. If you sell past date tickets and are not able to pick up the tickets yourself and hand them off to the buyer in person we will refund the buyer and cancel the transaction.

You can sell tickets at or below the price paid (including fees). Listing is free, and Theatr does not take any cut or commission from sellers.

Your proof of purchase should be either of the following: 1. A screenshot of the confirmation email with the price paid or 2. A photo of the physical tickets.

Your proof of purchase must include both the show date and time and the price paid so as to not get marked as suspicious. Make sure you upload a legit proof — buyers may report your listings if the proof doesn’t meet the requirement which will cause your listing to get automatically removed by the system.

If you sell your tickets elsewhere, please deactivate the listing from Theatr ASAP.  Note that recurring cancelations of paid orders will impact your ability to sell in the future.

Once your tickets are paid by a buyer, you can find your buyer’s text or email contact information on the Order page in Orders - Sell - click on the listing. Then you can reach out to transfer the tickets. How you transfer the tickets depends on where you bought them from and the format of the tickets. For full information on ticket transfer, refer to this Ticket Transfer Guide.

If you sell tickets but won’t receive them until closer to the show or need to hand them off in person, please get in touch with the buyer to share how and when you will transfer the tickets. Once you receive confirmation from them, you can opt for a “delayed transfer” on the Order page. This will secure the transaction and make sure that the buyer can’t cancel at the last minute.

If the buyer isn’t responding and it’s time sensitive, you can either cancel the transaction and try to sell to someone else or you can send them the ticket and mark the ticket as transferred in the app. The buyer has already paid so you don’t need to worry about collecting payment from them. If there is sufficient time before the show, you can wait and see if they respond in a bit but always feel free to cancel and move on to someone else if you aren’t hearing back.

If your buyer cancels, your listing will automatically be re-uploaded to the app so someone else can buy it. If you’re in a rush to sell, try lowering the price to find a buyer more quickly. Your buyer can only cancel before you confirm that you have transferred the ticket(s). Once you mark the ticket(s) as transferred, your payment will become pending.

If you need to cancel but have already marked the tickets as transferred in the app, tell your buyer to dispute the transaction. We will reach out to you to confirm that you would like to cancel before approving the dispute and your buyer will receive a full refund.

Your payment will become available for transfer to your bank account/debit card up to two business days after the show (may be delayed during holidays). For more information, see Payout Schedule.
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Please note that all seller payouts are processed exclusively through Stripe Connect. Any balance accrued from sales on Theatr can only be withdrawn through Stripe Connect and cannot be applied towards purchases or offers made within Theatr.

Sorry, we currently only support US banks through Stripe Connect.

As a Third-Party Settlement Organization (TPSO), Theatr is required by the Internal Revenue Service (IRS) and state tax authorities to issue Form 1099-K to US citizen or US tax resident Hosts who meet 1099-K reporting thresholds. Form 1099-K reports gross payment transactions processed on your behalf by Theatr.

You will only receive a 1099-K form if you meet all of the following criteria in the 2024 calendar year:
- Based in the US or US taxpayer
- Have $5,000 USD in total gross volume

Note: Your ticket sales for the year are based on the date you were paid through Stripe Connect, not the sale date.

If you meet the US tax reporting requirements for the 2024 calendar year, Your 1099 tax form should be located in the Tax Forms tab of Stripe Express by January 31, 2025. If you’ve opted into paperless delivery, you’ll be able to view and download your form on the Tax Form page in Stripe Express. Refer to Stripe's Support Page if you need more assistance.

While you only need to pay taxes on any profits you make, we recommend that you consult your tax advisor to understand how to report your 1099-K on your tax return. It is your responsibility to report amounts and deduct any fees or charges to sell your tickets.

Submit your request here. By deleting your account, any data associated with the account will be permanently deleted. We will process your request within 10 business days.