StubHub Ticket Issues at the World Cup: A Cautionary Tale

When Jeremy Wright from Austin, Texas, inquired about his wife Sarah’s Christmas wish last year, her response was clear. “I wanted to go to the World Cup and didn’t need anything else,” Sarah shared with Newsweek.

In September 2025, Jeremy admitted he wasn’t familiar with the official FIFA process for buying tickets. “I went online to find where to buy tickets,” he explained to Newsweek. “StubHub was the first result.”

As the World Cup approached, StubHub became a popular platform for fans purchasing tickets they couldn’t secure through official FIFA sales. Jeremy spent $1,158 on two tickets for a game in Dallas. On Christmas Day, Sarah was thrilled with the gift, even more so after learning the match was between Japan and the Netherlands. “I was really excited, because I have quite a bit of Dutch heritage,” she said.

“So it was a team I could actually be excited to root for.”

The night before the game, the couple undertook an eight-hour drive to Dallas, spending $800 on a hotel. “I had gotten the Netherlands soccer scarf—it was complete,” Sarah noted. “We were all dressed up.”

On game day morning, while mingling with other fans at their hotel, Jeremy received an email from StubHub stating their tickets were no longer available. He learned that with StubHub, “tickets are not guaranteed.” Yet, he was particularly concerned with StubHub’s “FanProtect 100% Guarantee,” which supposedly promised valid tickets on time or replacements if needed.

Despite the guarantee, no replacement tickets were available on short notice. Jeremy said their app indicated none were available, although online, tickets were still priced between $2,200 and $3,500.

Without other options, Jeremy requested a refund. Buying new tickets was too costly for the couple. “We thought about going to a nearby bar to watch the game,” he mentioned. “But it was too depressing. We had a long drive home, so we left without watching the game.”

The Wrights found the circumstances surrounding their cancellation particularly frustrating. “If we’d had more notice, I could have chosen a different game, maybe driven to Houston,” said Sarah.

Jeremy added, “If sellers had to transfer tickets to a third party once purchased, it could prevent such situations.”

Upset, Jeremy shared his experience on social media and quickly heard from others with similar problems. Mark Cooley, for example, bought tickets for the USA’s third group game against Turkey. He had booked flights and hotels but was informed after the U.S. beat Paraguay that his tickets could not be delivered.

Meanwhile, Majid Lagzian purchased four tickets for Germany vs. Ivory Coast. Before the tournament, he was told the tickets couldn’t be delivered. Although new tickets should have been found under the guarantee, none were available.

Glen Albuja bought two tickets for Ecuador vs. Germany but encountered similar issues. StubHub informed him that one of the tickets wouldn’t be delivered and, despite the guarantee, no alternatives were offered.

StubHub Responds

A StubHub spokesman stated to Newsweek, “We understand the significance of attending the World Cup and take our responsibility seriously. Many issues arise from the event organizer’s technology, new transfer restrictions, and an app launched last minute.”

StubHub clarified their aim to provide fans choice and flexibility. They exist to accommodate fans who miss initial sales or need last-minute sales, ensuring protection with their FanProtect Guarantee.

StubHub offered an apology to Jeremy and Sarah Wright, promising to send them to the World Cup semifinal in Dallas with upgraded hospitality. Cooley, Lagzian, and Albuja were also provided replacement tickets.

The company encourages anyone facing issues to contact them directly for World Cup specialist support. They blamed the event organizer’s app infrastructure for most problems, affecting all resale platforms due to delays and access issues.