Luckily this rarely happens. However, if something goes wrong we will do our best to help you swiftly find a proper solution.
That's super unfortunate! Please double check with the people at the entrance and try to collect as much evidence as possible. Example evidence is a picture of the scanning equipment saying the ticket is not valid or an official ‘proof of refusal’ from the venue or ticket company.
Please make sure to gather as much as evidence as possible (pictures of the scan device, a proof of rejection from the venue, proof of payment of a new ticket).
After the event has taken place, you will receive an email from us (see below), prompting you to report whether the ticket worked or not. If your ticket does appear to be invalid, TicketSwap will put you and the seller in touch through a moderated chat with one of our support agents, in order to find an amicable solution.