When Jeremy Wright from Austin asked his wife Sarah about her Christmas wish last year, she had one clear desire. ‘I wanted to go to the World Cup,’ she told Newsweek. In September 2025, Jeremy, unaware of the official FIFA ticket process, searched online for tickets and ended up on StubHub.
During the World Cup ticket frenzy, StubHub became a platform for fans to buy and sell tickets they couldn’t get from FIFA directly. Wright spent $1,158 on two tickets for a game in Dallas. Sarah was thrilled when he revealed the gift on Christmas Day. She was particularly excited to watch Japan vs. the Netherlands due to her Dutch heritage.
The night before the match, the Wrights traveled eight hours by car to Dallas, spending $800 on a hotel. ‘I got the Netherlands scarf and dressed up,’ Sarah said.
The morning of the game, Jeremy received an email from StubHub saying their tickets were canceled. Jeremy learned then that StubHub tickets are not guaranteed, despite their ‘FanProtect 100% Guarantee’.
The StubHub Guarantee promises valid tickets or a full refund. Unfortunately, no replacement tickets were available. Jeremy could see tickets online priced between $2,200 and $3,500, but opted for a refund due to high costs.
With no immediate match-going alternative, the Wrights returned home without watching the game. ‘If we had more notice, I could’ve chosen another game,’ Sarah said.
Jeremy suggested a rule requiring ticket sellers to transfer purchased tickets. Upset, Jeremy shared his experience on social media, hearing from others facing similar situations.
Mark Cooley experienced a similar issue when buying tickets on StubHub for the USA vs. Turkey game. Despite booking flights and hotels, an email informed him the tickets were unavailable, offering only a refund.
Majid Lagzian purchased tickets for Germany vs. Ivory Coast but faced issues with delivery as well. Although StubHub promised replacement tickets, none were available, only a refund.
Similarly, Glen Albuja bought tickets for Ecuador vs. Germany, but faced delivery problems and received offers for refund only.
StubHub Response
A StubHub spokesperson acknowledged the investment fans make for world events. The issues often stem from the event organizer’s technology and recent app launch. StubHub emphasized their role in providing options for fans and their FanProtect Guarantee.
StubHub apologized to Jeremy and Sarah, offering World Cup semifinal tickets with an upgraded experience. Cooley, Lagzian, and Albuja also received replacement tickets.
The company encourages affected users to contact them for specialist support. StubHub attributes many issues to the organizer’s app infrastructure. The new app struggles caused problems like delays and failed transfers across resale platforms.