Thousands of World Cup fans have encountered significant problems with tickets purchased through third-party resale sites, leading to canceled orders and last-minute disruptions. Many ticket holders have found themselves unable to access matches, with blame being directed at both resale platforms like StubHub and FIFA's ticketing system.
Bina Ramroop, an Atlanta resident, described her distress after realizing the tickets she bought months ago on StubHub for $485 each for her grandson's birthday could not be transferred to FIFA's ticketing app. After hours of back-and-forth between StubHub and FIFA representatives outside Mercedes-Benz Stadium, Ramroop was offered a refund but ultimately missed the match. "I didn’t want a refund, I didn’t want my money back," Ramroop said. "I wanted to go to the game."
Similar accounts have emerged on social media, detailing tickets that never arrived, last-minute cancellations, and prolonged struggles to resolve issues between FIFA's system and external resale marketplaces. While StubHub is frequently named, fans using competitors like SeatGeek and Vivid Seats have also reported difficulties.
Industry experts suggest the problems stem from a combination of factors. Some cases may involve technical glitches in the ticket transfer process, which StubHub acknowledges are rare but is working to resolve. However, other instances may be linked to speculative sellers who list tickets they do not possess, intending to purchase them at a lower price closer to the event. The surge in World Cup ticket prices since the tournament's start has potentially exacerbated this issue, forcing some sellers to either buy expensive tickets to fulfill orders or cancel and face penalties.
StubHub has placed blame on FIFA, citing what it calls "poor technology infrastructure," last-minute transfer restrictions, and the late launch of FIFA's new ticketing app. The company also criticized what it termed "anti-competitive actions" by organizers that limit ticket resale options. FIFA, in response, has reiterated that sales through its official site are guaranteed.
FIFA has encouraged fans to purchase resale tickets through its official marketplace, which includes a 30% surcharge. However, many fans opt for other resale sites due to habit, perceived lower prices, or ease of navigation. Ramroop, for example, had used StubHub previously without incident.
Scott Friedman, an industry veteran, noted that the practice of speculative selling is not new and has affected other high-profile events, such as Taylor Swift's Eras tour. He emphasized that resale platforms should ensure all fan orders are fulfilled, especially for a major global event like the World Cup.
Pape Ndaw recounted his disappointment when tickets purchased as a graduation gift for his son never arrived. Two days before the match, he received an email from StubHub stating the seller could not deliver the original tickets. Ndaw accepted store credit, but the cost of replacement tickets had more than tripled, making attendance impossible. "It was a disastrous thing," Ndaw said of telling his son, who cried over the missed opportunity.
Some fans experienced partial success. Patrick O’Neil traveled to Atlanta with family for a match after buying five tickets through StubHub. While two tickets transferred successfully, three did not. His son and uncle used the valid tickets, while O'Neil and other relatives watched from a bar. Following media attention, StubHub offered O'Neil's family tickets to another game. The family requested StubHub donate those tickets to a local nonprofit, Soccer in the Streets, which the company agreed to do.