You get tickets to see your favorite band live, but then the band is having a travel delay or bad weather strikes the venue. The show either ends up being postponed or canceled. If this happens, it helps to know what to expect to happen with your ticket(s) and whether you can still salvage your event experience. In this guide, we will present you with information to help you figure out what to expect when an artist cancels or postpones a concert/tour/event.
Postponed VS Canceled
First things first, it is important to note the difference between postponed and canceled events and how that might affect your event experience.
- Postponed events are events that have an unexpected delay and will no longer take place at their originally scheduled date or time. Your original tickets commonly remain valid for the new date.
- Canceled events are events that will no longer take place, presently or in the future. In this case, TicketSmarter’s 100% guarantee applies. You can review the details here: Legit 100% Ticket Guarantee.
Why did you cancel/postpone my event?
As a ticket resale marketplace, TicketSmarter is not responsible for the postponement or cancellation of events. Those decisions are made by performers, event promoters, and/or venues. If your event is canceled, our customer support team will reach out to you via email to notify you. If your event is only postponed, you will be notified by our customer support team of this change and given the rescheduled date/time of your event once that information is available. Tickets will remain valid for entry to the rescheduled event date.
Tip: Your online ticket account is the authoritative place for ticket status, so check it if you do not see an email yet.
How will I know if my event is canceled?
If your event is canceled and is not rescheduled, TicketSmarter will send out an email notifying you of the change in status for your event. As stated in TicketSmarter’s 100% guarantee, customers will receive a refund if their event is canceled and not rescheduled. You can also review how buying works with TicketSmarter here: Buying Tickets with TicketSmarter.
I never received a cancellation notice, where can I find it?
If you do not find an email from TicketSmarter informing you that your event was canceled, please be sure to check your spam or promotions folder for any emails from TicketSmarter. Emails will occasionally land in those folders instead of the main inbox.
If you still cannot find a cancellation notice in your email, please reach out to our customer support team and notify them that you believe your event has been canceled. They will send an update to you with the status of your event and your ticket options if the concert is postponed or canceled. It also helps to visit the official event page or venue website for real-time updates on new dates and times.
When will I get my refund?
Most refunds will be processed within seven days but may take longer depending on your financial institution’s policies. If more than seven days have passed and you have not received your refund, please reach out to our customer support team either by email at support@ticketsmarter.com or by phone at (888) 671-5676. If a refund does not appear after a reasonable period, contact your bank so they can trace the payment and confirm posting timelines.
Why can’t I get a refund for my postponed event?
Tickets for postponed events are ineligible for refunds as the tickets remain valid for entry, even though the date and time of the event might have changed. Policies can vary by event organizer or venue, and TicketSmarter follows the policy set by the original seller or event organizer. If you cannot attend the new date, check your options below. Consumer advocacy groups note that resale and primary-seller policies vary widely, which is why marketplaces, guarantees, and insurance matter when you buy tickets.
Will I receive new tickets for the rescheduled event?
You will not receive new tickets as your original tickets will remain valid for entry to the rescheduled date of your event. Only the most recent transfer of a ticket is valid for entry, so be sure you have the final ticket in your account before event day.
Will I receive a notice if my event is postponed?
Yes, just as with canceled events, customers will receive an email informing them that their event has been postponed. Our customer support team will also send additional emails informing you of the rescheduled date for your event. You can also check your order status page and account for banners or alerts.
My event was postponed, but I can no longer attend. What should I do?
If you find yourself in a situation in which the rescheduled date does not fit your schedule, don’t worry. The ticket(s) for your concert can be sold through TicketSmarter, a process that is detailed in our blog here. For a step-by-step guide, see: How To Sell Concert Tickets Online.
I bought ticket protection with my order, how does this help me?
The optional ticket protection offered during the checkout process on TicketSmarter.com can help give you peace of mind if a covered circumstance prevents you or your guests from attending your event. Major ticket-insurance policies commonly reimburse ticket cost for covered reasons such as illness, carrier delays, or accidents, and they require a filed claim to be approved; this explains why protection can provide refunds when you cannot attend a rescheduled date but does not automatically refund for a simple change of plans, as described by Allianz Event Ticket Protection. For example, major platforms instruct insured customers to file claims directly through the insurer’s claims portal or hotline, which is why TicketSmarter asks customers to contact the insurer named on their order for coverage placed before or after a specific date; see how claims are processed on large platforms for a model of this process. Learn more about what ticket protection covers for your upcoming event. You can also review the basics here: Basics of Event Ticket Protection.
TicketSmarter’s Guarantee
No matter what may come up and throw a wrench in your plans, you’ll be prepared with the right information if your concert gets postponed or canceled. TicketSmarter’s 100% guarantee applies to all tickets sold on the marketplace so you will be covered if your event is canceled. You can read more about that protection here: Legit 100% Ticket Guarantee and learn how TicketSmarter keeps your purchase secure here: Is TicketSmarter Legit?.
FAQs: Postponed and Canceled Events
How should I handle tickets when my concert is postponed and the date changes?
Keep your original TicketSmarter tickets. They usually remain valid for the new date and time. Watch for an email and check your TicketSmarter account for updated details. If the new date does not work, consider listing your tickets for resale with TicketSmarter. See the full guide: How To Sell Concert Tickets Online.
Can I use my original tickets for entry when an event is rescheduled to a new date?
Yes. In most cases, your original TicketSmarter tickets remain valid for the rescheduled date. You will not receive new tickets. Confirm the status in your account before you go.
What are my refund options if an event I purchased is canceled and not rescheduled?
If the event is canceled and not rescheduled, TicketSmarter’s 100% guarantee applies. You will receive a refund according to the policy shown on your order. Refund timing depends on your bank once TicketSmarter processes it.
Why are postponed concert tickets typically ineligible for refunds on secondary ticket sites?
Because the event is still taking place on a new date, your existing ticket is valid for entry. Refunds for postponed shows are not standard. Consumer groups note that ticketing and resale policies vary widely, which reinforces why you should confirm refund and transfer policies when you buy and consider options like ticket protection or a marketplace guarantee.
What steps should I take if I never received an email notification about my event being canceled or postponed?
- Check spam and promotions folders for messages from TicketSmarter
- Log in to your TicketSmarter account for banners and order status updates
- Visit the official event or venue website for date announcements
- Contact TicketSmarter support at support@ticketsmarter.com or (888) 671-5676 for confirmation and next steps
How long do refunds usually take after a canceled event on a ticket resale platform?
Most refunds are processed by TicketSmarter within seven days. Your bank may take additional time to post the funds. If you do not see it after a reasonable period, contact TicketSmarter support and your bank.
What are the best ways to sell my tickets if a rescheduled concert date no longer works for me?
List your tickets through TicketSmarter for a safe and simple resale experience. Start here: How To Sell Concert Tickets Online. You can also browse tips for finding alternatives if you still want to attend a different date: How to Get Last-Minute Tickets.
How does optional ticket protection help if an artist cancels or postpones a show?
Ticket protection can cover many unforeseen reasons that prevent you from attending, such as illness or travel delays, if they are listed in the policy. Coverage does not apply to a simple change of plans. Major insurers explain that you must file a claim and provide documentation for covered reasons; see Allianz Event Ticket Protection for an example of covered reasons and claim requirements.
When should I contact customer support about a suspected event cancellation or postponement?
Contact TicketSmarter support if you suspect a change and do not see an email, cannot locate an update in your account, or need help with resale or claims. Support can verify event status and go over your options.
Updated date: December 12, 2025
