Frequently Asked Questions

Last updated: June 30, 2024

About Us

What’s Theatr App?

Originally @stooping_theatre on Instagram, Theatr app is a marketplace of last-minute Broadway tickets that would otherwise go to waste. All tickets are sold at face value or less. You can set price limits for shows and get notifications when tickets pop up so you don’t have to keep checking for the best prices.  

Can’t make a show? Selling can now take literal minutes, plus there are no seller fees so you can get up to 100% of your money back. The Theatr community is made of real Broadway lovers so you can also be sure that every ticket goes to someone who will enjoy the show.

What’s the difference between you and other ticket resale sites, such as StubHub and Ticketmaster?

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

- All tickets are sold at face value or below. No upcharging.

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

I have feedback or suggestions for your app. Who should I talk to?

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

Stoop Marketplace

Buyer
Ticket Purchase
How do I buy tickets from Stoop Marketplace? And what do I do if I get scammed?

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.

I see someone selling above face value or scamming. What can I do?

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.

I bought a ticket and found out that I paid more than the seller paid.

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.

I canceled the order and got refunded. How long will it take to process back to my account?

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.

I was charged twice for an order. What do I do?

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.

Ticket Transfer
My seller sent me a screenshot of the ticket. Will that work?

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 website. Some digital tickets are in PDF form, in which case it is preferable to receive the PDF, and others are stored on the app (for example, TodayTix) and, in that case, screenshots will work.

What if the ticket is for pick up at the box office? Will they check ID?

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.

I bought a ticket and the seller never sent it to me. What do I do?

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.

I bought a ticket but the seller isn’t responding to me. What do I do?

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.

The ticket the seller sent me didn’t work when I got to the theater. What do I do?

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

Seller
Listings
What tickets can I sell?

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

Can I sell both physical and digital tickets?

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.

How much can I sell my tickets for? Does Theatr take a cut/commission from sellers?

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.

What kind of proof of purchase should I provide?

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.

I listed tickets but sold them elsewhere. What do I do?

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.

Ticket Transfer
I have sold tickets but they are physical. Do I mark the tickets as transferred?

As soon as you get in touch with and receive confirmation from the buyer, you should mark the tickets as transferred in the app. Once you mark the tickets as transferred, the seller can no longer cancel the transaction; however, if you wait until the day of the show to mark the tickets as transferred, the buyer could potentially cancel at the last minute.

Can I sell physical tickets that are at the box office for pick-up?

If you need to sell physical tickets that are at the box office for pick-up, we recommend that you pick up the tickets from the box office and hand them off to the buyer if you are able to as box offices do sometimes ask for ID (especially with TDF and sometimes lottery tickets). If you are unable to pick up the tickets, please talk to your buyer about whether they would like to try to pick up the tickets. Please note that if your buyer is unable to pick up the tickets, they will receive a full refund and your payment will not be released to your Theatr account.

I sold a ticket on the app but the buyer isn’t responding to me. What do I do?

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.

What do I do if my buyer cancels?

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.

What if I need to cancel the transaction after I have already marked the tickets as transferred in the app?

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.

Payment
How and when will I receive payment?

Your payment will become available for transfer to your bank account/debit card two business days after the show (may be delayed during holidays). For more information, see Payout Schedule.

I have a non-US bank account. Can I still receive payment?

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

Account

How can I delete my account?

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.

Contact Us

More questions? Email us at support@theatr-app.com. We will get back to you as soon as we can!