What to Do If Your Event Is Canceled or Postponed
When an event is canceled or postponed, the organizer notifies all ticket holders by email. Refund and exchange decisions belong to the event organizer — not EventPassHero. Once the organizer approves refunds, EventPassHero processes them back to your original payment method through Stripe. Nothing requires you to file a claim or take action ahead of hearing from the organizer.
If the event is canceled
Watch for an email from the organizer to the address you used at checkout. The email explains what happened and what the organizer will do — issue refunds, offer credits, or provide another option. Check your spam folder if you do not see it within a day or two.
If the organizer approves a refund, it is processed through Stripe and credits your original payment method — typically within 5–10 business days, depending on your card issuer. You do not need to contact EventPassHero to receive a refund the organizer has already approved.
If the event is postponed
A postponement email from the organizer will include the new date and any instructions. Your tickets remain valid for the rescheduled event unless the organizer says otherwise. If the new date does not work for you and you want a refund, contact the organizer and ask — each organizer sets their own policy, and the decision is theirs.
What if I paid with Buy Now, Pay Later?
If you paid with Affirm, Klarna, or Cash App Afterpay, any refund approved by the organizer goes back through your BNPL provider. The provider cancels or adjusts your installment plan and returns anything you've already paid — typically within 5–7 business days on the provider's timeline. That timeline is controlled by the provider, not EventPassHero.
What can you do while you wait?
Your tickets remain in My Tickets (sign in at eventpasshero.com). If the event is postponed and you'd rather pass your seat to someone else while you wait for updates, you can transfer your ticket from My Tickets at any time. See Transfer a ticket to someone else.
Troubleshooting
- You haven't heard from the organizer — check spam for the email address you used at checkout. If it's been several days since a public cancellation announcement and you haven't received anything, reply to your original order confirmation email and let us know — we can confirm whether your email address is correctly on file.
- You want a refund but the organizer hasn't responded — send your request in writing to the organizer using the contact details on the event page or by replying to your confirmation email. Document the date you asked. If the organizer approved the refund but the credit has not appeared after 10 business days, contact your card issuer.
- The event was postponed but you can't attend the new date — contact the organizer directly and explain your situation. The organizer has discretion to issue a refund, credit, or exchange; EventPassHero cannot override their policy.
Last updated 2026-08-14 · All FAQs & video tutorials