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HELP · CLOSED — OPENS AT 9AMTell us what
Tell us what
went wrong
How do refunds work?
Open the order from your orders and request a refund. You'll see a preview (the exact amount you'd get back and a real timing estimate) before you confirm anything; nothing is refunded until you say so. Some requests are approved automatically; others go to the event's organiser to review, and they can decline with a stated reason. Either way you can track the request's status against the estimate you were shown.
What if the event is cancelled or postponed?
A cancelled event is refunded automatically, including Stub's own booking fee, which we don't keep when the show didn't happen. A postponed event isn't automatically refunded (your ticket still admits you to the new date), but you can still request one from the order page like any other.
Do I need an account to buy tickets?
No. Checkout works as a guest, and your confirmation email carries direct links to your order, your tickets and a refund request: all without signing in. If you later sign in with the same email address you checked out with, every guest order under that address is pulled onto your account automatically.
How do I get in at the door?
Each ticket has its own QR code on your order's ticket page. Show it at the door with your screen brightness up: the scanner checks it without needing a network connection, so patchy signal at the venue isn't a problem. Each code admits one person, once; the first scan wins, so treat it like cash and don't post a screenshot anywhere someone else could use it first.
Are Stub's fees really all-in?
Yes — the fee shown at checkout is the whole fee: card processing and GST are already inside it, and it's printed on the ticket rather than added at the last step. See the exact rate and a worked example on the pricing page, which runs the same calculation a real checkout does.
My order or tickets aren't showing up — what do I do?
Check your confirmation email first: its links work even when the account page can't find the order (a common cause is being signed in with a different email than you checked out with). If that doesn't sort it, use the form above with the order number and we'll look into it directly.
HELP · CLOSED — OPENS AT 9AM
Ask us anything
Real people in Auckland, 9am to 11pm seven days. Nights we're at the door too, so if a scanner is playing up, say so and we'll deal with it live.
WHAT'S IT ABOUT?
WE REPLY WITHIN 24H
ASKED A LOT
How do refunds work?PREVIEWED BEFORE YOU CONFIRM — SOME NEED ORGANISER APPROVAL
How do refunds work?
PREVIEWED BEFORE YOU CONFIRM — SOME NEED ORGANISER APPROVAL
Open the order from your orders and request a refund. You'll see a preview (the exact amount you'd get back and a real timing estimate) before you confirm anything; nothing is refunded until you say so. Some requests are approved automatically; others go to the event's organiser to review, and they can decline with a stated reason. Either way you can track the request's status against the estimate you were shown.
What if the event is cancelled or postponed?CANCELLED IS AUTO-REFUNDED — POSTPONED STILL ADMITS YOU
What if the event is cancelled or postponed?
CANCELLED IS AUTO-REFUNDED — POSTPONED STILL ADMITS YOU
A cancelled event is refunded automatically, including Stub's own booking fee, which we don't keep when the show didn't happen. A postponed event isn't automatically refunded (your ticket still admits you to the new date), but you can still request one from the order page like any other.
Do I need an account to buy tickets?NO — GUEST CHECKOUT WORKS, LINKS ARRIVE BY EMAIL
Do I need an account to buy tickets?
NO — GUEST CHECKOUT WORKS, LINKS ARRIVE BY EMAIL
No. Checkout works as a guest, and your confirmation email carries direct links to your order, your tickets and a refund request: all without signing in. If you later sign in with the same email address you checked out with, every guest order under that address is pulled onto your account automatically.
How do I get in at the door?SHOW THE QR ON YOUR ORDER PAGE — FIRST SCAN WINS
How do I get in at the door?
SHOW THE QR ON YOUR ORDER PAGE — FIRST SCAN WINS
Each ticket has its own QR code on your order's ticket page. Show it at the door with your screen brightness up: the scanner checks it without needing a network connection, so patchy signal at the venue isn't a problem. Each code admits one person, once; the first scan wins, so treat it like cash and don't post a screenshot anywhere someone else could use it first.
Are Stub's fees really all-in?YES — CARD PROCESSING AND GST ARE ALREADY INSIDE IT
Are Stub's fees really all-in?
YES — CARD PROCESSING AND GST ARE ALREADY INSIDE IT
Yes — the fee shown at checkout is the whole fee: card processing and GST are already inside it, and it's printed on the ticket rather than added at the last step. See the exact rate and a worked example on the pricing page, which runs the same calculation a real checkout does.
My order or tickets aren't showing up — what do I do?CHECK YOUR CONFIRMATION EMAIL FIRST, THEN TELL US
My order or tickets aren't showing up — what do I do?
CHECK YOUR CONFIRMATION EMAIL FIRST, THEN TELL US
Check your confirmation email first: its links work even when the account page can't find the order (a common cause is being signed in with a different email than you checked out with). If that doesn't sort it, use the form above with the order number and we'll look into it directly.
WHAT'S IT ABOUT?
WE REPLY WITHIN 24H