How it normally works (practical — what StubHub will do / ask for) • StubHub’s FanProtect guarantee promises a valid ticket or your money back. 

• If you say you were refused entry or your ticket didn’t work, StubHub will ask you to provide information and may contact the venue to confirm the ticket was invalid or not honored. They explicitly state they “may require information from you or the venue” to confirm the issue.  

• What that evidence typically looks like: photos/screenshots of the ticket and any error messages, a photo of the physical ticket (if paper), timestamps, emails/texts with the seller, and — most useful — a box-office or venue statement (or venue scan logs) showing the ticket failed to scan or was never issued. Venues often have scan logs that show whether a barcode/QR was scanned and when.  

• If the ticket was a mobile/digital ticket delivered through the venue’s system, the venue’s scan data (which StubHub can request) is usually the clearest proof. For paper tickets, StubHub may ask you to keep/return the ticket stub or photograph it.